Vital Characteristics of an ECommerce Call Center Agent
The BPO industry has gained a good name for itself, and all of these have been possible only due to the exceptional client- and business-centric approach. Besides just the technology, the BPO companies depend on the way their agents perform for their exceptional services. A lot of the developments in the BPO sector, including eCommerce call center outsourcing, implement several KPI monitoring metrics to improve the performance and quality of the agents. This itself proves how important an asset the agents are for a BPO, and the entire customer service and satisfaction depend on them.
And while most businesses and brands discuss the qualities of a BPO company before hiring them, it is time for us to know more about the characteristics of a retail BPO agent that can help you achieve the desired customer satisfaction.
Let’s get started!
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Customer-centric
The most crucial aspect that all agents must keep in mind is the customers, and their preferences your priority. Your team members and customer service agents should be genuinely concerned about the results of the customer’s inquiries.
With years of experience in various industries, there are several eCommerce call center outsourcing companies that have discovered that agents must take the customer’s side rather than simply comprehending their purpose for contacting. This is only possible by hiring a retail BPO company that truly believes and trains with this notion.
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Honesty
Customers appreciate businesses that are honest, straightforward and upfront with them. Customers are more likely to trust a business with their money if they feel at ease with the approach of the support agents and the organization as a wholethat they are dealing.
For example, a customer can forget to apply the discount code they mentioned at the start of the conversation, or they might not realize they qualify for free shipping. Although this may save the company a few dollars, not intimating the customer about the missed code would not be morally wrong?
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Problem-solving
Agents should be able to find a solution to any situation quickly. This can be a part of the entire training module where agents are taught to solve problems in tricky situations. Your mission should be to train and equip the agents with the proper expertise, product knowledge, and communication ethics through on-site training, or remote teleconferencing.
A successful agent depicts someone who can find a solution to any problem, that too in a quick time. Any good customer care agent must be able to adjust to the situation as it develops.
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Task Ownership
Agents should believe that they are in charge of achieving the best possible outcome for the customer. This sometimes necessitates the representative’s response and solution to be inventive and skillful. The management of the retail call center, and also the agents from a customer service company, should have a personal opinion about the brand. This will help them deal with customers better and also create a positive result.
There can be times when this results in the organization spending more time or money. You should be able to judge which one is more cost-effective, whether acquiring new customers, or implementing new techniques to retain old ones.
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The Right Communication Tone
Communication with the customers is crucial for every call, regardless of which sector you deal in. Assigning the right agent with the perfect temperament to the brand is the first step to improving the communication tone. For example, the eCommerce call center outsourcing companies should have agents who understand the brand and mold its tone accordingly.
When a customer is delighted, the agent communicating with a customer should have a reflection of that happiness. On the other hand, an agent who is unduly happy with an angry customer may come across as irritating to the customers. In this case, the agent should aim to mimic the conversation’s tempo and communicate with empathy.
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Proper Product Knowledge
It is irritating for your customers to deal with service and agent who doesn’t understand the issues or needs to transfer them from one agent to the next to find a solution to the problem. While an in-house product specialist would assist the customer care agents before they are put into dealing with technical products, they should have enough expertise in your products to give basic assistance right away.
Moreover, your customer service team should be enthusiastic about your business and the products you deal with. They should be able to express the benefits of your products as well as your brand’s USPat the time of interacting with your customers.
Summary
Irrespective of whether you choose a multi-national BPO or a domestic retail call center, the agents can be your greatest assets. From what we have talked about here, it is quite evident that taking all of these characteristics into consideration can ensure that you never fail to achieve your business goals from a performance perspective.
So now you know that the experience and technology implementations and agent characteristics are vital aspects for you to consider. Your business decisions on brand up-scaling should depend largely on this aspect.