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In the current digital era, technological transformation has led organizations to migrate towards Cloud Computing environments, providing flexibility, scalability and access to advanced technological resources. However, this migration also poses significant challenges in terms of cybersecurity. The protection of digital assets has become an undisputed priority to guarantee […]
At Grupo Viatek, we are proud to be an official partner of Oracle Netsuite, a renowned software company that has developed a cloud-based business management platform. Netsuite has become the preferred choice of more than 36,000 fast-growing organizations around the world, and in this article we are going to explain […]
The big Call Center companies invest a lot of time and money to improve the quality offered by their agents in each call. It is not only about receiving and answering calls from new or dissatisfied users, but about representing the company and taking responsibility for solving each of the doubts and problems as accurately as possible, thus generating a satisfactory experience in the company relationship. -client.
Both tone, rhythm, language and empathy are essential values that allow agents to become true professionals of customer service. Beyond speaking several languages and adapting to a work routine, it is necessary that the people who represent the Call Centers reinforce these skills in their day to day.
Communication skills: it is important to know how to communicate ideas as clearly and precisely as possible, where there is no room for ambiguities and possible misunderstandings with clients.
Learning skills: it is necessary to know in depth the products and services offered by the company, this makes a huge difference, despite having databases, documentation and supervisors, it generates greater confidence for the client, which is the same advisor who solve all your doubts.
Patience and tolerance: not all people are trained to remain calm with dissatisfied customers. That is why it is important to have skills to persuade difficult clients.
Creativity: not all the situations that an agent can face will respond to the same procedure or protocol already established in the Call Center. This is where the agents have to take advantage of the acquired knowledge, the good relations with the team and the emotional intelligence to find the best solution for the client.
Kindness: through the "telephone smile" clients can perceive the kindness of the agent. Beyond a greeting, it is necessary to understand that it is a relationship between two human beings and that you have to maintain a good attitude throughout the call.
Empathy: it is important that the agents put themselves in the place of the clients to identify their real needs and thus establish an adequate communication.
To achieve a satisfactory experience on the part of the client, it is necessary that the agents accompany them with a favorable attitude and fully comply with these skills that are improving with the experience; and that is where the importance of hiring these services with specialized and recognized companies lies.
