The goal of inbound call centers, which have been around for a while, is to help businesses connect with their customers. Aside from sales and customer service, inbound call centers can also be used for marketing, customer service, and technical support.
Businesses that want to establish an inbound call center must first conduct extensive research to identify a reliable call center solution provider that meets their requirements. Hiring has become increasingly competitive over recent years with businesses seeking to attract top talent. A better understanding of how to hire effectively will give you the edge when recruiting great candidates.
Today, let’s dive into understanding how to find the best agents for your business needs.
How to Find The Best Call Center Agents?
Step 1: Understand What Makes a Candidate Stand Out
Here’s what makes a job applicant for an inbound call center different from others.
1. They’re Self-Sufficient
Call centers aren't just places where people answer phones. They're also places where people process orders and handle customer service requests. To do their jobs right, they must make sure they have everything they need to give customers quality support. That means having fast internet access, lots of space, and plenty of equipment like computers and scanners.
2. They Can Adjust Their Schedules Easily
Even though a lot of inbound call center employees work shifts, not everyone's schedule is set in stone. Many businesses allow workers to choose when they want to come in, as well as taking time off whenever necessary.
3. They Have Strong Communication Skills
Most inbound call centers require strong communication skills, especially since much of the work involves getting customers to understand a product or explain their issue. While many industries rely heavily on email, chat rooms, and social media to communicate effectively, call centers still depend on phone calls to connect with customers.
4. They’re Passionate About Customer Service
Many inbound call center employees are willing to put in extra effort to ensure satisfaction. Since call centers typically deal with problems over the phone, they tend to focus on providing excellent customer care rather than simply putting out fires.
5. They Know How to Balance Responsibilities
It takes a special kind of employee to thrive in a call center environment. Not only do they have to excel at making customer interactions sound like natural conversation, but they also have to juggle multiple tasks simultaneously.
6. They Are Flexible
While inbound call center jobs generally involve predictable hours, some positions may demand additional flexibility. Even part-time call center jobs usually offer flexible schedules, including evenings and weekends. Some inbound call center jobs offer flextime options, allowing workers to swap days off with coworkers without impacting their salary.
7. They’re Ready to Go Into Management
Because inbound call centers require a high volume of skilled employees, managers are often needed to oversee operations and coordinate activities across teams. As a manager, you'll need to be able to organize, prioritize, delegate responsibilities, and motivate your team members to meet deadlines.
8. They Love Working with People
Call centers require a great amount of interaction between customers and staff, so naturally, employees love interacting with people. Call center jobs are some of the highest rated occupations based on personality traits.
Step 2: Identify Your Ideal Candidate Profile
What does the ideal inbound call center candidate look like? There are several key traits that you'll want to find in your next employee:
- Good communication skills - Whether you're talking to customers over the phone or in email, your employees must be able to effectively communicate what needs to happen and why.
- Flexibility - Call center jobs require employees to shift focus quickly between different tasks and projects. So being able to adapt to change is an absolute must!
- High energy level - Employees in call centers work under pressure so having high energy levels is critical to success.
- Strong organizational skills - Call centers operate within strict rules, deadlines, and budgets. These rigid structures mean that a strong organization is essential to maintain efficiency.
- Detail oriented - Communication is vital in call centers. Customers expect accurate information so keeping track of details is incredibly important.
Step 3: Ensure Your Company Culture Matches up with Theirs
Here are some tips on how to ensure your company culture fits with your current employees and future hires.
Look Out For Traits Beyond Skills
In addition to focusing on your technical abilities, look closely at traits beyond skills when interviewing potential inbound call center agents. While it may seem obvious, applicants' personalities play a crucial part in determining whether or not they'll fit into your organization. Check out these traits:
• Culture Fit
Culture fit refers to finding people who align well with existing values and practices, and who will fit seamlessly into the team dynamic. This is especially true for high performing companies, since retaining talented workers is critical to maintaining growth and profitability. Asking questions related to team dynamics and organizational culture during the initial screening process can help you identify cultural misfits early in the recruitment process.
Integrity involves being honest and trustworthy, and ethics refers to the principles we follow in order to act fairly and appropriately in a variety of situations and circumstances. Both integrity and ethics go hand-in-hand, and both play a crucial role in the selection process. When hiring, ask candidates how strongly they adhere to ethical standards and how they expect others to behave. Candidates who demonstrate strong ethics are likely to hold themselves accountable to higher standards of behavior than those who show little concern for the interests of others.
• Leadership Ability
Leadership ability entails having the self-confidence to set goals and objectives, the desire to solve problems, and the ability to lead others toward achieving common goals. These traits are indicative of a leader who will motivate, inspire, and guide rather than micromanage. Leaders are able to influence others without dominating or intimidating them. They also foster teamwork and collaboration, and encourage others to achieve success.
Find The Best Agent Through Outsourcing Company
One of the effective ways to find the best agents is through outsourcing companies. Here’s why:
Organizations frequently outsource customer-service operations to outsourcing firms because they can save a ton of money by doing so. Cost-efficiency is one of the main factors driving outsourcing. Businesses don't have to worry about costly infrastructure, locating qualified personnel, providing training, and other such issues. Not only does it cost a lot of money, but it also takes a lot of time. As a result, outsourcing is the best choice because third-party companies have competent staff, the required infrastructure, and streamlined processes that are specifically designed for offering top-notch customer service.
2. Omnichannel Assistance
Numerous companies find it challenging to assume the full responsibility on their own, but customer service outsourcing offers a wealth of access to omnichannel support including email support, live chat support, voice call support, technical support, mobile messaging, social media, and many more. The likelihood that a customer will be happy greatly increases if they can contact the business through a variety of channels. Therefore, outsourcing companies can only offer all of these support services while efficiently maintaining proper communication.
3. Round-the-Clock Assistance
The majority of businesses today, from large multinational corporations to mid-sized businesses, target customers worldwide. It necessitates 24-hour customer support services. Resolving the problems of the customers should come first, whether it is a holiday or the weekend. In this situation, it is preferable to contract out customer service to a specialized outside service provider who will offer customer support services around-the-clock.
4. Abilities in Multiple Languages
The company's outsourced customer service team should be knowledgeable about the company's products, market trends, and corporate culture, just like the brand ambassadors. Always check to see if the customer service representatives speak the same language as your clients. Offshore outsourcing companies are helpful in this situation. When speaking with customers, inbound call center representatives must be courteous, able to use the correct tone, and fluent in the language.
5. Enhanced Effectiveness
Customers are regarded as the lifeblood of the business, regardless of the industry to which it belongs. For instance, manufacturing businesses focus more on manufacturing than they do on handling client issues. The great thing about a third-party service provider is that they go above and beyond to please the clients. In contrast, businesses can easily concentrate on their core business operations and better allocate their resources across all administrative tasks.
Leading Qualities You Should Look for When Hiring The Best Agents:
Skills in Effective Communication
The nature of the job necessitates effective communication abilities. Every aspect of this job is impacted by communication, which is a crucial skill for success. For an agent to fully comprehend a caller's question and offer a solution that satisfies their needs, they must not only have excellent oral communication skills but also be attentive listeners. During an interview, you can learn a lot about a candidate's communication abilities. You can set up a role-playing exercise to evaluate these skills before hiring as an additional ability test.
Call centers are hectic workplaces that demand good organization from management as well as from the agent level. While speaking with callers, agents must be able to multitask by taking notes, consulting the company knowledge base, and updating the CRM system. For the task to be completed effectively, they must be well organized.
You can gauge a candidate's multitasking prowess during the interview process. Their previous employers can vouch for this.
An essential trait of a productive inbound call center agent is empathy. A positive rapport can be built with a caller by being warm and approachable. An agent must be able to demonstrate a sincere comprehension of a customer's issue and give them the assurance that they are being heard.
If an agent demonstrates sympathy for a customer's problem, much can be accomplished. Nothing is more unsettling or frustrating from the perspective of a caller than interacting with someone whose demeanor exudes complete disinterest. During the interview process, you can determine a candidate's empathy level by asking pertinent questions. They are probably a good candidate for an inbound call center agent if they show an interest in helping others.
Efficiency and Quickness
From the perspective of the business, a quick and effective agent will be able to handle more calls and boost revenue. Naturally, the speed of an inbound call center should never come at the expense of the quality of its customer service, and vice versa.
Callers value quick and efficient service very highly. They don't want to stay any longer than necessary, but they also want their issue or question to be satisfactorily resolved. You can verify these attributes of your potential agent by contacting their previous employers.
It would be simple for people to work alone in the modern world, where virtual and cloud-based call centers employ agents located all over the world. All call centers perform at their peak when staff members collaborate effectively and take advantage of all the features available in comprehensive call center software. It is crucial for agents to build relationships with other team members and for everyone to be available to help one another out when needed.
Outsource Inbound Call Center Services Today!
Customers are increasingly looking for prompt answers to their questions in the current environment. Because of this, reputable inbound call center services will be crucial to your company's success.
Wow Customer Support's devoted agents will efficiently handle your customers' calls. All customer calls will be handled expertly, call abandonment rates will be kept to a minimum, and customer satisfaction will be maximized.