Agents are on the front line of the company. Make sure you are projecting a warm and friendly image and your customers will rave about their experience. Agents should be able to consistently maintain a positive demeanor and keep a smile on your face day in and day out.
Calm Under Pressure
A high quality call center agent isn’t easily flustered. Some would argue that this is one of the toughest jobs to maintain, due to the number of frustrated callers agents interact with on a daily basis. A good agent will remain calm when someone is yelling at them over the phone or when they have a Chatty Cathy on the other end of the line who simply won’t let them get a word in edgewise. Keeping your cool throughout all of these situations and not letting the frustrated callers get to them personally will get any call center agent far in the industry.