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Main Qualities of an Answering Agent

May 5th 2015 at 11:34 PM

They are the drivers of your business. They know how to take the business forward and are the ones that anchor your client frat. Agents from New York answering service are the ones who know how to help your business right. There are many qualities that they must possess.

Must be able to retain all information

The most important mission for an answering agent is to provide the highest quality support to customers. To achieve something like this, they primarily need to be able memorize a lot of information about the company at once. By the time they get to the job, they must know at least the basics of the product they are selling or the service they are offering and they should be in tune with the brand’s philosophy.

Ability to resolve issues

If they don’t know how to resolve a particular issue, they should know who to transfer the problem to. The agent with any New York answering service should know who can help the customer in case they can’t. With more and more time in the organization, they should also be able to have all the required answers to frequently asked questions and must know additional information, if any, that a customer may require. If an agent is not able to grasp the info quickly, it can impact the quality of support the customers are getting.

Paying attention to details

Being a call center agent can be quite monotonous. Most often the same questions are being queried about and receive the same complaints. At times it’s important to take note of small details that an aware agent will not ignore. Agents that fall into this assume they understand the customer’s issue, without checking in, and offer a quick canned response.

If a person is not much aware, it can lead to disaster for your business. Many consumers say that on an average agents only answer their questions half of the time.

How well organized a person is

Agents that work in a busy call center have to be organized. This is one quality which is a must and they can’t get away with it. They should be able to juggle with multiple tasks and attend to the customer’s needs in a well framed manner. When one is organized, they complete tasks more quickly and work efficiently. This allows them to address the customer’s needs more effectively.

Do they adhere to the tools of evaluation?

Another thing that agents must possess, are people who have it in them to meet all deadlines and have record of being organized. Once they are on the team, they must use all the tools like some call centre formats and CRM solutions that help them track their performance better and stay organized. These things can make a big difference in customer satisfaction.

Is the agent flexible?

Not only do call center agents handle a hundred calls per day, they also interact with customers who can be quite challenging. If your agents are flexible enough, they will meet your diverse customer base, one must have agents that remain calm and go with the flow.

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