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5 Qualities On How To Be A Good Call Center Agent

By Author: Dominik Banzon
Total Articles: 13

As an expert BPO company for 7 years, our agents have experienced every single call you can think of. They’re professional, experienced, and well-versed with any possible situation and complaint known to man.

With many call center companies hiring new agents and are looking for new blood, our veteran agents give their personal advice on how to be a good call center agent. So listen up newbies and applicants! Once you’re prepared for your interview and are just hired, time for work! Don’t worry, here’s are 5 ways on how to be a good call center agent!

1. BE EMPATHETIC

In our previous blog about the importance of human interaction, we’ve emphasized about being caring and applying your most human emotion when talking to people. This is still the top advice agents can give, being understanding and listening well is the best way to provide great customer service.

2. PAY ATTENTION TO DETAIL

Whenever you’re making outbound or inbound calls, you always have to listen and carefully understand what your customers are saying. Take note of the tone of their voice, the way they’re talking to you, and what they’re trying to say and get across. With paying attention to details makes you respond better.

3. BE ORGANIZED

If you’re just beginning to be a call center agent and just getting used to the S.O.P. (Standard Operating Procedure), keep a list of what you should do so as not to forget! There might be a process that you overlooked or even forget and that’s not normal. But keeping your notes and computer programs fixed will help you work systematically.

4. HAVE PRODUCT KNOWLEDGE

The BPO company you enter will train you on the product or service they offer. Some don’t take these seriously, but focus and remember the important information! Be an expert in what company and brand you’re representing, these will definitely be one your skills on the job!

5. ALWAYS BE FRIENDLY

At the end of the day you’re still human and the people you’re talking to are still human. They might be aggravated and antsy with the situation they’re in so try to be friendly and understanding. Watch your tone of voice and be nice. The world is experiencing so much negativity, let’s not spread it more on the phone.
These are just 5 simple tips for working in a call center, we hope these helped you improve your skills and at least meet your expectations and curiosities with working in a BPO company. We wish all applicants and even current employees a productive year ahead!

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