Inbound and outbound call center services have remained a vital part of operations of a call center for a long time. Although both these services are unique in their own regard, there are certain similarities that make them part and parcel of the same trade i.e. call center. While inbound call center services require an agent to answer customers’ queries and resolve issues, outbound services are more about calling a customer proactively. An outbound center agent generally calls potential clients for generating leads for a business. Both these call centers require different skill sets and certain virtues for carrying out their day to day tasks.
5 Virtues Required by Outbound and Inbound Call Center Services Agents
Politeness on the call – Politeness is one of those virtues that a person is ingrained with. A call center agent who is polite is able to form a bond quicker with a customer than an agent who lacks this virtue. Even difficult calls are turned into easy ones when an agent shows politeness towards the customer. An outbound agent cannot form a rapport with a potential lead without being polite, and the same way an inbound agent cannot lead a call towards a resolution without showing politeness to the customer.
Articulation – An agent who is articulate is able to put across his point a lot better than an agent who does not have the gift of gab. Especially for an outbound call center services agent articulation is a must-have skill without which, it won’t be possible to convince a client on the call.
Logical mindset – Query resolution requires logical mindset. Especially inbound agents need to be logical in approach to guide a difficult issue towards a resolution. Inbound call center services like technical support demand both practical product knowledge and a logical mindset for efficient query resolution.
Adherence to call center metrics – While it’s a manager’s job to enforce call center metrics like AHT, FCR and CSAT, an agent should also have an inherent desire to adhere to the stats. It is human nature to relax and go off track from time to time, which is why; call center essential metrics should be at the back of the mind of every call center agent. This virtue is more important for an inbound call center services agent than an outbound call center services agent.
Ability to learn new processes – A call center agent is required to have all the product knowledge for effectively resolving customers’ queries. As a call center deals with many clients that sell different products, it is essential for call center agents to have the desire and ability to learn about different products.
How to Find Outbound Inbound Call Center Service Providers with the Necessary Virtues?
Finding a call center that has the necessary virtues is not an easy task. It is best to start your search by looking at experienced and accomplished inbound and outbound call center services like Vcare. Experienced call centers like Vcare has veteran agents that have worked on multiple projects and know exactly how to deal with potential clients and customers.