How To Become a Top Performing Contact Centre Agent
It doesn’t matter whether you are just starting out as a contact centre agent or you have been doing the job for a while, there’s always room for improvement. We work closely with a range of different contact centres so we know that there is a lot of competition out there, being a top performing agent is key.
Things All Successful Contact Centre Agents Should Be Doing
Taking Notes
It doesn’t matter who you are calling and why, it’s important to take notes. Though you may be a great listener and someone who can easily retain information, taking notes ensures that no important information is missed.
When you are taking notes, you have a chance to really focus on the conversation and interact with the caller. When we pass customers through to talk to a broker, we want to make sure we have all of the correct information, this makes it easier for the broker on the other end of the line. You don’t want to be caught out and lose a potential sale because you weren’t paying attention.
Being Confident
There’s no denying that confidence is key when you are a contact centre agent. Not only does confidence show the caller that you are professional and know what you are doing, but it helps you to feel as though you can achieve the results you want and better enjoy the work day. A lack of confidence may result in a caller doubting your abilities, even if you are capable and experienced.
Asking for Help
Regardless of how long you have been working as a contact centre agent, there are bound to be things that you don’t yet know. We encourage our agents to ask questions about things they cannot answer, or if they have a problem that’s out of their control. It’s important to be honest and ask for help in those situations. Asking for assistance is a good way to learn something new and it ensures the caller gets the correct help that they are looking for.
Addressing Callers By Their Name
Though you shouldn’t assume a caller wants to be addressed in one way or another, it’s a good idea to use their name in some way. It helps to build a connection between you and them, which in turn helps them to feel understood and heard. Not addressing a caller by their name could result in the call feeling in personal and generic.
Talking to Colleagues
It doesn’t matter how long you have been working as a contact centre agent, it’s always helpful to talk to your colleagues about their experiences with callers. They may have a better solution to a problem or a more successful way of dealing with a difficult caller.
Though you may be good at your job, there’s always room for improvement. Our agents come across new customers and situations every day, so making everyone aware of what they’ve experienced will help the rest of the team in the future.
