To be a valuable employee of a call center in BPO Philippines, to be a competent agent, skills are important. To achieve good skills takes a lot of training as a decent voice, accent and speak isn't just enough. It's only one part of being a capable, full time call center agent.
Experience counts.
Call centers usually look for applicants with previous work experience that had giving them prior training and skills that could prove advantageous in customer service. For examples, experience in sales, teaching and yes even nursing.
People with sales experience have better interpersonal skills when interacting with others, especially with dealing with customers through the phone. Teachers have skills in delivering information in a concise, clear manner so as to be understood by their students. And nurses are trained to handle crisis-type situations calmly and put forward a positive bedside manner, even to unruly patients.
Prior work experience makes it easier for employers to gauge an applicant's skills and character, especially when it comes to responsibility, loyalty and stability. When applicants have work experience, coupled with the knowledge of what goes on in a call center, what the role requires. These may help them achieve a positive evaluation during the screening process.
Character.
This is another aspect that employers look into as job seekers come to be interviewed. Outgoing and friendly personalities indicate good character. Since agents are supposed to be the first line of service to clients and customers, they must be people-oriented because they are going to deal with a lot of people, all different from each other.
This means applicants who want to be call center agents must understand individual differences. They must know how to consider the uniqueness of their customers with one another to be able to help their customers.
Agents must be sociable, they must not only know how to address customers' concerns, but also manage to serve the customers without causing them to be irate or angry. It is all about being able to provide a positive experience consistent with every individual interaction. And this is only what a well-rounded, stable character can provide.
Multi-tasking.
Agents must know how to work efficiently, with speed. It is a necessary skill. While engaging with the customer for information, agents must encode the data in the computer to serve as a record of the interaction and analyze the request carefully to address what the customer's needs in order to act and provide results that meets the customer's expectations.
In this regard, flexibility of mind is important. Agents have to be quick in hand but quicker in mind, remembering all information giving regarding a certain product or service they've been assigned to represent in order to provide the answers to the questions that a potential customer would call in or respond to a complaint.
Agents do not only handle personalities but information, and with the right use of the correct information can lead to successful results—to a job well done. But this has to be done fast and with little or no error. This is what is demanded in this high-end industry.
If you're an applicant and you think you have the right experience, character, and able to handle more than one tasks with skill and success, and you relish the challenge to be both efficient and effective, maybe working in a call center in BPO Philippines would be the right career path for you.
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