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Inbound Call Center Agent Requirements

by: soniaroody on Date: Tue, 12 Apr 2011 Time: 4:21 PM

Before applying for the position of a call center agent, one must possess several key competencies to be able to perform tasks and responsibilities linked to the job. Of course, educational background and past work experiences would also affect the application for the desired position.

A successful inbound call center agent should at least know how the industry works before sending in a resume. More often than not, call center companies give more importance to those candidates that already have previous call center experience. If not, then any field that relates to customer service can also be entertained. Applicants should know the basic information about the company’s service or product, as well as operate relevant computer applications.

They must also know how to handle different situations that most inbound call center agents encounter. Patience and diplomacy are desired traits, since agents mostly handle and resolve complaints from customers. They should answer the calls in a professional manner, responding to inquiries the best way they can. They must be able to provide clear explanations to the customers so the latter would not be confused.

Inbound call center agents often encounter angry or dissatisfied customers. When this happens, they should pinpoint the issue, identify its cause and if necessary, route the call to the appropriate supervisor. After every call, they are required to complete their call log information and fill out regular call reports needed for measuring the quality of their call.

To be a competent inbound call center agent, one must possess proper written and verbal communication skills, as well as outstanding listening comprehension to achieve a quality customer service call. They should also have an eye for details, since small misunderstandings between customers can make a huge impact in the whole call process. They should be adaptable, with an initiative to foster team work and cooperation as well.

Problem analysis and problem solving skills are also needed by inbound call center agents, since this can help them provide solutions for customer issues that might not have been part of their training. In addition, being resilient and being able to manage the stress involved with the job is also important for providing excellent service to the caller at the other end of the line.

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