Let’s say you’ve just launched a new product, your website traffic is through the roof, and your phone lines are buzzing with excitement. Now, the big question – who’s going to manage all these customer inquiries?
The obvious answer is your call center, run by your customer support representatives. However, do you really want the contact center to be an in-house one?
A single customer service rep draws an average salary of $37,900 a year. To run a small four-member in-house call center team, you have to spend $264,212 a year on average. Hence, with an in-house contact center, you’re seeing your annual expenses go up.
This is where a call center outsourcing provider comes in with a team of highly skilled agents who know their stuff. That being said, what makes one contact center provider better than the next? It’s all about the exceptional skills they bring to the table.
Here are five exceptional skills that set apart a call center outsourcing provider.
Table of Contents
#1 Active Listening
When was the last time someone really listened to you, like, really listened? It feels good, right? Now imagine that in a customer service setting.
The best call center agents are not just answering questions; they’re practicing active listening. This is a key contact center skill that helps them understand what the customer is truly asking for. That, in turn, allows contact center reps to properly respond to said customer queries according to Blue Valley Marketing.
Active listening goes beyond just hearing words; it’s about tuning in to the tone of voice, the pauses, and the emotions. You can say that active listening is hearing but with more focus and purpose. Exceptional agents know how to pick up on those subtle cues and respond accordingly. They let the customer know they’re being heard, which, in turn, builds positive rapport.
The agent’s ability to listen actively can make all the difference in creating a meaningful connection. When customers feel understood, it leads to better outcomes and happier customer interactions.
#2 Soft Skills
Soft skills are the interpersonal qualities that allow agents to connect with customers on a human level. Think empathy, patience, the ability to resolve conflicts, and staying calm under pressure.
Soft skills turn routine customer interactions into positive experiences and set a great call center outsourcing provider apart from an average one. Empathy, as told by Blue Valley Marketing, allows agents to relate to customer emotions as well as their viewpoints.
Suppose a customer calls in, frustrated because they’ve been bounced between departments. An agent with top-tier soft skills listens empathetically, validates the customer’s frustration, and then takes charge by offering a solution.
It’s not just about solving the problem – it’s about how the agent makes the customer feel along the way. Soft skills are what leave customers thinking, “Wow, they just really cared about the issue I have been having.” That’s the kind of magic a motivated team of agents brings to the table.
#3 Time Management
The ability to prioritize, multitask, and manage time effectively is what separates an average agent from a truly exceptional one. Time management is an absolute must-have skill in the world of call center operations.
Efficiency is important, but rushing through calls can lead to mistakes and unhappy customers. A great call center outsourcing provider trains their agents to balance speed with quality.
Agents with exceptional time management skills know how to handle multiple tasks without getting flustered. They’ll resolve issues promptly while ensuring that each customer interaction feels personalized and not rushed.
Time management ensures customers get the attention they need in the shortest possible time without cutting corners.
#4 Motivation
Do you know what really drives a great call center outsourcing provider: motivated agents.
Motivation isn’t something you can teach with a manual or a training video. It comes from a workplace culture that values agents, rewards them for their efforts, and gives them the tools to succeed. A motivated agent is passionate about what they do and, believe me, customers can tell the difference.
When agents are motivated, they’re not just clocking in and out. They’re genuinely engaged in their work. They strive for excellence in every customer interaction, and it shows in how they go the extra mile to resolve issues.
You’ll often find these agents delivering service with a smile even if it’s over the phone and the customer can’t see them. They’re the ones building long-term relationships with customers because they care about the experience they’re providing.
Motivated agents don’t just deliver great service; they are the secret ingredient to creating a thriving contact center. After all, happy agents lead to happy customers. And when your team is firing on all cylinders, everyone wins.
#5 Clear Communication
Clear communication skills are a must in any industry, but they’re critical in a call center environment. Why? Because there’s often no room for misinterpretation when you’re communicating over the phone. After all, nothing leaves a bad taste in a customer’s mouth faster than vague, confusing instructions.
A stellar call center outsourcing provider trains their agents to convey information, concisely, and accurately. More importantly, they teach agents to use excellent communication skills in a way that’s friendly and approachable.
Great agents know how to explain complex information without sounding like robots. They adapt their tone, vocabulary, and pace based on the customer’s needs.
From walking a customer through troubleshooting steps or explaining a billing issue, clear communication ensures that the customer leaves the conversation feeling informed. Such clear communication is best seen in US-based call center outsourcing providers. Now, while there are plenty of such US-based providers, none compares to the service provided by Blue Valley Marketing.
Since 1991, Blue Valley Marketing has been a trusted partner for businesses in both B2B and B2C companies. With locations in the US staffed by teams of full-time, highly trained professionals, we build relationships with our clients rooted in trust and commitment.
Our approach is centered on understanding and supporting the unique needs of each client. Whether your goal is to reduce operational costs, improve service quality, or boost profits, Blue Valley Marketing offers the ideal solution. Leveraging innovation in technology, operations, and strategy, we seamlessly integrate with your organization.
Blue Valley Marketing delivers top-tier inbound and outbound omnichannel contact center services designed to support your business objectives. Join us for a quick conversation and see how we can provide for your company through our highly praised contact center services.
Last Updated on October 2, 2024 by Ronen Ben-Dror