Dakle, zanima vas posao u call centru? Otkrijte jeste li vi za to. Biti agent call centra nije nimalo lak zadatak i zahtijeva jake međuljudske vještine. U ovom ćemo članku objasniti koje su vještine neophodne, uz pružanje savjeta i ključnih sažetaka.
What call center skills do you need to master to become a call center agent?
Communication skills (including active listening)
The most important call center skill is effective communication as it is the key to successfully taking on most agent responsibilities. Effective communication can be defined as the verbal ability to explain complex topics in a simple, easy-to-understand, and efficient way. To do this, your call center agents will need to think analytically and know the ins and outs of your product, call center software, and company procedures.
However, to propose effective solutions, call center agents must understand the problem at hand. To understand what the customer wants from them and what the end goal is, the call center agent needs to have excellent active listening skills. Active listening is “the conscious effort to hear not only the words that another person is saying but, more importantly, the complete message being communicated.”
Workplace etiquette and professionalism
Kao što je gore spomenuto, da biste bili uspješan agent pozivnog centra, morate biti u mogućnosti slijediti procedure i smjernice vaše tvrtke. To se također odnosi na društveno ponašanje na radnom mjestu i tijekom poziva.
Na primjer, ako ste u tradicionalnom uredskom okruženju i okruženi ste drugim agentima pozivnog centra, morate imati na umu koliko glasno govorite ili što govorite drugima.
More importantly, you need to be mindful of the fact that you’re representing a company, especially during conversations with angry or disgruntled customers. You cannot be petty, rude, or unempathetic because it reflects poorly on the business you’re representing, and can lead to negative consequences like churn, or even a cancel/boycott trend. The key is to remain professional, calm, and vigilant in every situation thrown your way.
Pozitivan stav cijelo vrijeme
Još jedna vještina pozivnog centra koju morate imati je pozitivan stav. Važno je to komunicirati u svakom razgovoru. Kupci se ne smiju osjećati kao da vas opterećuju svojim zahtjevima. Umjesto toga, morate im dati osjećaj da ste sretni što su nazvali, a vi ćete učiniti sve što je u vašoj moći da im pomognete.
Najbolji način da pokažete pozitivan stav je svojim tonom glasa, odabirom riječi i intonacijom.
Ako kupac ima problem koji je teško riješiti, nemojte reći “Oh, ovo će biti teško”. Pokušajte ostati čvršći i obavijestite kupca koje korake ćete morati poduzeti i koliko će dugo trajati. Recite im da ćete ih kontaktirati čim budete spremni za prelazak na sljedeći korak, a ako imaju pitanja, mogu vas kontaktirati.
This will automatically relieve their stress, and make them feel valued.
Effective stress management
Suočavanje s velikom količinom poziva ili ljutitim klijentima može biti stresno. Da biste bili učinkovit agent pozivnog centra, važno je znati upravljati svojom razinom stresa. Ako ste pod stresom, vaša će se izvedba pogoršati, propustit ćete važne detalje, pružiti slabu korisničku uslugu i vjerojatno ćete “izgorjeti”.
Stoga je upravljanje stresom vrlo važna vještina pozivnog centra. Saznajte što vas čini manje pod stresom– možda šetanje unaokolo dok razgovarate s klijentima ili možda stiskanje loptice. Možda ćete nakon svakog poziva morati uzeti jednu minutu pauze. Što god da je, pronađite to i učinite ga dijelom svoje rutine.
Call center teamwork
Na kraju, ali ne i najmanje važno, važno je znati kada zatražiti pomoć (ovo je najcjenjenija vještina pozivnog centra). Traženje mišljenja kolege u teškoj situaciji omogućit će vam sagledavanje problema iz druge perspektive i omogućiti vam pronalazak pravog rješenja.
Deset bitnih savjeta za agente pozivnog centra
Ako želite usavršiti svoje vještine pozivnog centra, pogledajte naših 10 bitnih savjeta.
- Take a short break/pause after each call to collect your thoughts
- Take your time with after-call work and data entry
- Create reminders to follow up
- Reflect on your call — could you do anything differently next time?
- Ask for help when needed — teamwork is dreamwork!
- Destress with your colleagues by sharing your experiences with one another
- After a long day of answering calls, get some exercise/walk around/stretch to release endorphins
- Smile while you talk with your customers — they’ll feel it!
- Ask the extra questions such as: “Is there anything else I can help you with?” or “When do you need this resolved by the latest?”
- Don’t take things personally — most customers are frustrated and need to let off some steam. It’s nothing personal
Key takeaways
The call center industry is booming
Unatoč porastu drugih komunikacijskih kanala, poput chata uživo i društvenih medija, pozivni centri ostaju snažan konkurent kada je u pitanju kontaktiranje tvrtki. Zapravo, prema izvještaju Critical Channels of Choice, 65% od 2.000 ispitanih korisnika izjavilo je kako je telefon njihov najbolji komunikacijski kanal.
Stoga je važno udovoljiti potrebama i željama kupaca. Najbolji način za to je pružanje upućene i personalizirane telefonske podrške s dobro obučenim agentima koji su usavršili svoje vještine pozivnog centra.
It’s important for agents to stay on top of their game
A call center duties are often repetitive, and even stressful. Agents that apply for these types of jobs have to be able to push themselves through unpleasant scenarios and remain positive at all times. As such, resilience and thick skin is a key call center skill that you should look for in potential call center agents.
A great way to determine whether they’re a good fit for the job is to ask them how they would handle certain scenarios (stressful, angry customer), etc. Their responses to these types of questions will shed light on their personalities and way of thinking.
Agents need to be able to master their communication skills to be successful
Najvažnija vještina pozivnog centra je izvrsna komunikacija. Ovo uključuje:
- Active listening
- Being able to explain things in a simple and easy to understand way
- Knowing what type of tone/intonation to use in different situations
- Confirming whether they’ve understood the customer’s problem by repeating it back to him
- Knowing when is a good time to upsell or cross-sell
- Knowing how to respond to unpleasant or offensive comments in a professional manner
Frequently Asked Questions
What call center skills are important for call center agents?
Excellent verbal communication, stress management, empathy, ability to multitask, active listening, and more.
How can I perfect my call center skills?
The best way to fine tune your call center skills is to practice. Focus on answering questions in an easy to understand manner, and practice active listening in all conversations -- even outside of work.
How should I deal with angry customers?
Dealing with angry or disgruntled customers is an art form. It's important to remain calm, empathetic, and take the high road. Don't be petty or insulting, as it can have a negative impact on your job and your company.
Expert’s note
Važno je razviti jake komunikacijske i međuljudske vještine za rad u call centru. Nikad se ne ispričavajte ako ne znate odgovor, već jednostavno recite da ne znate.