Majority of today’s Philippine call centers have top-notch agents who provide exemplary customer service. This is a good news for business owners who wish to outsource their operations to offshore locations. These exceptional agents distinguish themselves from the rest of their clients with these factors: attitude, confidence, habits, and skills.
Collectively, these four qualities are the most important factors that every call center management considers because it translates to their ability to provide customer service efficiently and effectively. This will result in a positive growth in the company such as an increase in customer loyalty, sales, and market base.
As an individual, those qualities can also help them achieve their career goals — office promotions, recognition, financial freedom.
While all these contribute to their successful career growth, it is these call center agents’ habits that ultimately shape their career development path because it affects every little thing they do — from attendance to work performance. If you are looking for call center agents to support your business, it would be best if you can work with those who can practice these five daily habits every top-notch call center agents possess.
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The habit of showing up on time
Reporting for work on time is one of the top-notch call center agents’ habits that speaks volumes about their values. It is an indication of their commitment to their company, love for their job, respect for colleagues, superiors, and clients whom they serve. It also proves that they have the full ability to provide customer service. Top-notch call center agents recognize that their work is important and that people from around the globe depend on their assistance. They know that it takes time to log-in to their computer system and open the necessary programs they need to complete their tasks, so arriving late is personally unacceptable. This habit is a sure sign of professionalism and self-discipline, which are prerequisites for a successful career. They are the ultimate reflection of what the American entrepreneur Jim Rohn once said, “Either run the day or the day runs you.” -
The habit of building positive relationships with everyone
Top-notch call center agents know that they are a part of a team, and their words and deeds affirm this. They actively build good relationships with everyone — from their fellow agents up to their CEO. They do not engage in gossip and unprofessional acts that can hurt their office mate’s feelings and damage their reputation. They are team-players who are always willing to help their fellow agents. This means that if you hire someone who knows how to positively breed relationships, you are also making your company culture even better. -
The habit of asking questions and learning from the experts
Another positive habit of top-notch agents is their unceasing thirst for knowledge. These agents are humble enough to ask for help from their fellow teammates or team leaders when needed. They also take the initiative to learn more about how they can improve on their job by reading books and educational articles and applying what they have learned. This innate curiosity will definitely help them reach the top and may eventually become the next team leader or manager. -
The habit of doing more than is expected of them
Top-notch call center agents do not deliver a mediocre service to their clients. They go beyond the minimum requirements of their tasks and ensure every customer interaction is of the highest quality. For example, when a customer calls for troubleshooting assistance, they will not only forward the call to the appropriate IT expert but also follow-up on the status of their troubleshooting experience soon after. In the world where customer experience becomes the newest and most important standard, the service of a responsible call center agent is what you definitely need. -
The habit of listening emphatically to customers before responding
Paying full attention to what the customer is saying and feeling what they feel enables top-notch call center agents the ability to provide customer service at a higher level. Being empathetic allows them to deliver a more effective, personal, and sincere service to their customer. These agents never interrupt nor rush their customer to finish speaking, so they are able to assist them in the best way possible. In return, they are able to give their customers a positive experience and positively affect the bottom line of their company.
These top-notch call center agents’ habits are factors for the call center’s growth and their own personal success.
Looking for professional call center agents who have the ability to provide customer service for your business? Check our service offerings by visiting our website today!
