It doesn\u2019t matter whether you are just\nstarting out as a contact centre agent or you have been doing the job for a\nwhile, there\u2019s always room for improvement. We work closely with a range of\ndifferent contact centres so we know that there is a lot of competition out\nthere, being a top performing agent is key. <\/p>\n\n\n\n
Things All Successful Contact Centre Agents Should Be Doing<\/strong><\/p>\n\n\n\n Taking Notes<\/strong><\/em> 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\u2019t want to be caught out and lose a potential sale because you weren\u2019t paying attention. <\/p>\n\n\n\n Being Confident<\/strong><\/em> Asking for Help<\/strong><\/em> Addressing Callers By Their Name<\/strong><\/em> Talking to Colleagues<\/strong><\/em> Though you may be good at your job, there\u2019s always room for improvement. Our agents come across new customers and situations every day, so making everyone aware of what they\u2019ve experienced will help the rest of the team in the future. It doesn\u2019t matter whether you are just starting out as a contact centre agent or you have been doing the job for a while, there\u2019s always [\u2026]<\/span><\/p>\n","protected":false},"author":1,"featured_media":141,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[28,7,26,12,11,27],"class_list":["post-140","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-agents","tag-contact-centre","tag-contact-centre-agent","tag-lead-gen","tag-lead-generation","tag-performance"],"_links":{"self":[{"href":"https:\/\/rainbowconnected.com\/blog\/wp-json\/wp\/v2\/posts\/140","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/rainbowconnected.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/rainbowconnected.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/rainbowconnected.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/rainbowconnected.com\/blog\/wp-json\/wp\/v2\/comments?post=140"}],"version-history":[{"count":3,"href":"https:\/\/rainbowconnected.com\/blog\/wp-json\/wp\/v2\/posts\/140\/revisions"}],"predecessor-version":[{"id":169,"href":"https:\/\/rainbowconnected.com\/blog\/wp-json\/wp\/v2\/posts\/140\/revisions\/169"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/rainbowconnected.com\/blog\/wp-json\/wp\/v2\/media\/141"}],"wp:attachment":[{"href":"https:\/\/rainbowconnected.com\/blog\/wp-json\/wp\/v2\/media?parent=140"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/rainbowconnected.com\/blog\/wp-json\/wp\/v2\/categories?post=140"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/rainbowconnected.com\/blog\/wp-json\/wp\/v2\/tags?post=140"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
It doesn\u2019t matter who you are calling and why, it\u2019s 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. <\/p>\n\n\n\n
There\u2019s 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.<\/p>\n\n\n\n
Regardless of how long you have been working as a contact centre agent, there are bound to be things that you don\u2019t yet know. We encourage our agents to ask questions about things they cannot answer, or if they have a problem that\u2019s out of their control. It\u2019s 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.<\/p>\n\n\n\n
Though you shouldn\u2019t assume a caller wants to be addressed in one way or another, it\u2019s 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.<\/p>\n\n\n\n
It doesn’t matter how long you have been working as a contact centre agent, it\u2019s 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.<\/p>\n\n\n\n
<\/p>\n","protected":false},"excerpt":{"rendered":"