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On Being an Effective Outbound Call Center Agent

by: soniaroody on Date: Tue, 12 Apr 2011 Time: 4:34 PM

An outbound call center agent’s duty includes following up on customers to collect additional information, sell products or services, ask for donations, and schedule appointments. It is their responsibility to make the call as successful as possible, without making customers angry or dissatisfied during the conversation.

To become an effective outbound call center agent, one must be knowledgeable of basic sale methods and principles. Because of this requirement, most call center companies hire those with previous sales experience, or those who have worked in a call center before. Of course, basic knowledge of computer applications is also needed, as well as the fundamentals of customer service.

They should be able to describe in detail the product or service being sold, so that they can convince customers to purchase the merchandise. They are mostly required by their company to deliver an effective sales pitch in order to achieve this. In relation, outbound call center candidates must have the ability to be persuasive especially when making a sale.

One key attribute that outbound call center agents must have is their ability to persuade people. Pitching a product or service over the phone is not an easy task, since the interaction is not done face to face, making it harder for the seller to gain ground with the customer. In addition, they have to be able to do this task with grace. Pushing the customer too hard might crush all chances of an actual purchase.

Adding to this, an outbound call center agent must also posses the right set of negotiation skills in order to make a successful conversion. Channeling in to what the customers need and finding a space for the product or service in their lives is almost as good as a sale. With a good negotiation style, an outbound agent can get potential customers to say yes without breaking a sweat.

Outbound call center agents should also be able to achieve a quota, or a minimum number of sales. These agents must be able to fulfill their duties despite the inordinate amount of pressure. They would also need to handle judgments and negative comments, since these cannot be avoided in an outbound call.

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