Good call center representatives are difficult to find because they must be empathetic and good listeners to gain customers’ trust, be knowledgeable about the company’s products and services, and be good problem solvers. These are such different skill sets that it is rare to find candidates with all of them.
Top call center and customer service representatives can turn a challenge into an opportunity and convert an angry customer into a loyal evangelist for your company. If they have a solid understanding of your company’s products and services, they can act as a crisis counselor, public relations liaison, sales consultant, and communications expert, often on the same call.
Customer service reps are the face of your company and represent your brand. Sometimes they may be the only people your customers interact with. Research shows that organizations that are recognized for providing good customer service consistently outperform their competitors. According to Zendesk, 66% of business-to-business customers stop doing business with a company if they have a bad customer service experience.
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