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Depending on the exact nature of incoming calls in contact centers, the most valued characteristics of an agent are the following.
- Assertive, this means the agent must have the right set of skills to provide information and/or help a customer without hurting the customers feelings, or upsetting the customer.
- Commercial, if the agent works for a company which offers services or products, the agent must have the ability to sell or provide information about these services and/or products in a commercial way. You could call this being able of successfully having a "Sales Talk".
- Empathic, the agent must have the ability to feel the situation the customer is in. If for example an upset customer is complaining about something, the agent must show some sympathy towards the customer. For instance saying "I agree, sir, that should have never happened and you have the right to be upset". The customer will feel that you understand his problem and as a direct result the customer will calm down 90% of the times.
- Communicative, speaks for itself. An agent must be able to handle a conversation well, he must be prepared for any kind of situation, be it to provide information, or deal with an angry customer.
- The agent must be "Stress-proof". Contact centers often have a high work load. It is not uncommon that an agent is taking a call immediately after finishing the previous one. When doing this for 2-3 hours in a row without a break, stress can start to show up, an agent must be able to handle these situations and stay professional.
- Professional, and agent must always stay professional, this means that in whatever situation he can not for instance lose his temper or make inappropriate comments.
These are probably the most important ones. Being a CCA is often called "A job you like, or a job you don't like" as the job as CCA can be stressful and fatiguing
Wiki User
∙ 13y ago
Contact center agents should have strong communication skills, empathy, problem-solving abilities, and a customer-centric approach. They should also be able to multitask effectively, remain calm under pressure, and adapt quickly to different situations. Additionally, having product knowledge and being able to use technology efficiently are important skills for contact center agents.
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