Working in a call center can be difficult, but it can be draining if you don’t have the right personality for customer service. There are certain personality traits of good customer service representatives, so it’s worthwhile learning about the job before you end up somewhere you hate.
It’s also important for employers to look for certain personality traits when staffing their businesses. It takes a certain kind of person to work in the difficult and demanding world of a call center, but the right candidate can make all the difference to a business.
Only 31% of call centers examine the quality of their call centers, and only 31% reward employees for improvements in customer service. The companies that focus on training see a greater likelihood of resolving problems during the first call- 65% of issues are resolved on the first try as opposed to 58% when there is less training. It’s important to provide excellent customer service, because 86% of customers are likely to make a purchase after a good experience, whereas 13% of customers will tell at least 20 people if they have a bad experience.
There are certain traits that make a good customer service representative. First is confidence and people skills- customers are more comfortable dealing with someone with good people skills. Domain specific skills and a good memory are also important. The ability to empathize with customers is key in resolving issues. Self-motivation, reliability, accuracy, and self-assessment round out the eight top traits of good customer service representatives.
Whether you’re recruiting for a call center or seeking a job in customer service, take a look at this infographic. It will help you make an informed decision regarding the customer service field of work. It’s better to hire the right candidate or to search for the right job than to regret your decision later.