How to Be a Successful Call Centre Agent

Being a call centre agent is not as easy as it looks. Agents in the financial service with call centre jobs work for a variety of financial companies such as banks or building societies. They are in contact with customers by telephone to provide information, to resolve enquiries or promote services. This may be done by receiving incoming calls or making calls to customers.

This may be providing straightforward information such as account balances or advising on more complicated transactions such as dealing with disputed items on a credit card bill. They may also have to deal with complaints or marketing financial products to customers.

They are required to follow procedures set by their employer. This will include asking security questions to confirm who they are speaking to before completing requests such as issuing a chequebook. They may need to make notes on customers' accounts.

Holding a call centre jobs involves talking on the phone to someone you do not know and trying to convince them to buy a product, use a service, or sign up for a special offer.

Here are some things you can do to be successful.

1. Be motivated.
The overall motivation will determine how they speak to people. So, successful agents of call centre jobs are very motivated to do the jobs’ various task.

2. Product knowledge.
In order to successfully speak about a product or a service, agents with call centre jobs must know about the product or the service. Call Centers who train their employees effectively have greater sales volumes and over staff and customer satisfaction in the various jobs.

3. Good Attitude.
Attitude is evident on the phone. People can tell how you feel by the way you speak. When someone is happy and excited, those emotions will palatable, even on the phone. Angry, upset, or frustrated call centre agents are usually not successful in their jobs.

4. Personalize your rapport.
A good agent has success in call centre jobs by knowing the customer or at least building a good rapport. Know when it is a good time to call. Calling during dinner, early in the morning, or late at night will not make the call centre agent successful in their jobs

  • 5. Listen.
    Listening to what the customer has to say creates a mutual respect between you and the customer. Their comments and input can help you guide the direction of your call.

    6. Set goals.
    If you are able to visualize your success you will want to work as hard and professionally as possible to ensure your sales are the best. Many agents of call centre jobs receive bonuses or rewards for jobs they have done well.

    7. Embrace success.
    Be happy with your success. Make a note of what’s worked for you, and what has not. Seeing your growth and potential for further growth will continue to empower you in your call centre jobs’ skills required for successful completion.

    Remember; holding call centre jobs as an agent is not one of those easy jobs, but it can be a very successful and rewarding once you follow these steps to completing your jobs.


Roles within Call centre jobs...Read More




More on Virtual Employees & outsourcing



Arrange a Virtual Meeting with us



Speak to an Advisor about Outsourcing