Remote Call Centre Agent
Remote call centre agent work-at-home to provide telephone, chat, and email customer support from their own home offices.
Virtual call centre agents may do telemarketing or sales, customer service, third-party verification, or technical support for inbound or outbound calls.
Virtual Call Centre Agent Duties and Responsibilities
The work of a call centre agent is complex and demanding. Agents must maintain a balance between satisfying callers and meeting the needs of their organisations. Each contact differs from the next and call centre agents need a strong skill set to deal with a multitude of different situations that may arise.
Skills Required by Remote Call Centre Agents
These are the qualities required by remote call centre agents:
Effective Communication Skills
Communication impacts every aspect of this job and is a skill that is critical for success. An agent must not only have good oral communication abilities but must be an attentive listener to fully understand a caller’s query and provide a solution that meets their needs.
Agents need a good memory to able to memorise and recall all the information about their company’s business as callers want immediate answers and any hesitancy or lack of conviction on an agent’s part lessens their belief in the accuracy of the information.
Ability to Work Under Pressure
Some call centre positions are in high-pressure environments and agents must be able to remain calm in any situation, even when the customer is shouting at them.
Speed and Efficiency
Бързото и ефикасно обслужване, бива високо ценено от клиентите. Те имат нужда, тяхният проблем или въпрос да бъде разрешен от агента, без загуба на време.
Creative Problem Solving
Call centre agents need to be able to solve all sorts of problems that may not have been covered in their training. This requires a degree of creativity to arrive at a solution that will satisfy the caller even if it means transferring the call to a more experienced member of staff.
A warm and friendly approach will go a long way to developing a good rapport with a caller. An agent must be able to convey a genuine understanding of a customer’s concern and ensure them that they are being heard.
Call centre agents need to be able to juggle multiple tasks while they are talking to callers, including taking notes, checking the company knowledge base, and updating the CRM system.
Although remote call centre agent work in isolation, all call centres work best when agents work as a team. It is important for agents to foster relationships with other team members and for them all to be on hand to provide support to each other when necessary.
Formal writing skill is highly essential for someone in this position as it will help give proper documentation and report on each customer accurately.