Your job as a call center representative is vital to the reputation of your company. To be great at what you do, put yourself in the shoes of the person at the other end of the phone. Your goal is to help the people you talk to, give them peace of mind, answer their questions and offer sympathy.
Do unto others…
Imagine your credit card number has been stolen. You call the number on the back of your credit card as fast as you can because you’re worried that unauthorized purchases are piling up with every moment that passes. Plus, you need a new card as soon as possible to help you pay for a service you need on your car. You are able to quickly reach a representative, who asks you a few questions, listens to you and says he understands your worry. He assures you that your current card has been turned off, unauthorized charges have been reversed and a new card will be in the mail within 24 hours. You hang up the phone feeling both satisfied and relieved—your questions have been answered and your issue has been solved. This is an example of the type of compassionate assistance service reps must provide to be great at what they do.
What it takes to be your best
As a call center rep, your job is to lend an ear, provide information and solve problems. Are you up to the task? Here are four qualities necessary to do well at your job:
- Close attention to detail. You may find that you answer many of the same questions from callers. But that doesn’t mean that these are the only types of questions you’ll receive. To do the best possible job, listen closely to what a caller is saying, and never assume you automatically know what he or she is calling about.
- Multitasking and organizational skills. Call centers can be very busy. For this reason, it’s good to be able to juggle a few tasks at once, and the best way to do this is to be organized. Be sure you understand all processes and procedures you need to follow so you can keep track of all your calls and document the outcomes.
- A friendly demeanor. To be a great customer service rep, you need to be a “people person.” Your kindness will help to calm even the most upset callers and let them know the company really cares about them and wants to help.
- Great communication skills. As a customer service rep, you need to provide callers with information, answers and explanations—and to communicate these clearly and without jargon. You must have a great memory for your scripts and company information, so you can deliver messages clearly, using basic vocabulary.
Need to brush up on your skills?
The best way to perfect your call center skills is by putting them into action. One way to do this is through temporary assignments, which will add to your career experience.
Check out McGrath Systems
We’re a staffing service that specializes in the fields of IT, engineering, and administration, including call center representatives. If you’re looking for a new job, we can help. Simply call McGrath Systems today to speak with one of our recruiters.