There is nothing a customer wants more than having helped promptly whenever they reach out to the business for support. In fact, they prefer sticking with a brand that can offer them good customer service. Research says that 51 percent of customers come back again to purchase a business that offers live chat support.
Live chat when done right makes your customers spread positive word of mouth, invite new customers and help a business grow. However, for live chat to bring these results, excellence must be maintained and that is only possible if you hire trained agents. The best agents are the ones who possess the right skills to handle customer queries.
Consider these tips for hiring the right agents for your business whether it’s a mortgage staffing agencies or any other. You are one step away from finding agents who fit your business and can improve customer experience:
1: Exceptional Technical Skills
First things first, the agent has to be efficient with computers because they have to be responsive to online customer service. The agent needs to have technical traits. Your perfect agent must feel comfortable with using computer interfaces, have a good typing speed, and must be familiar with the web services they will be used to do the job. The faster and well-equipped they are, the better their response time.
2: Brilliant Communication Skills
Another essential skill is the ability to communicate precisely. Live chat lacks non-verbal communication, which is an essential part of any interaction. People can still interpret verbal communication cues like tone and pitch of voice as useful mood indicators during phone calls.
When employing live chat agents, make sure they have the skills to manage discussions effectively, analyze text-based communication logically, and express themselves clearly in the language being spoken.
3: Profound Multitasking Abilities
Answering customer questions can be a real juggling act. In that small chat window, a lot can happen, including tracking cargo, getting a query that has never been asked before, and so on. You want an agent who can remain composed under pressure and will over-communicate with the customer. So, if the agent is not good at multitasking, you might want to interview another candidate.
4: Industry-Specific Knowledge
Every industry has specific requirements for customer service and the agents you hire must be familiar with those. They must be able to deliver knowledgeable customer care to their clients. Focus on the abilities that are most crucial in your field of work and look for them in possible candidates because there is no one-size-fits-all recipe to finding an ideal agent.
However, be flexible because industry-specific knowledge can also be taught. don’t let someone’s lack of specialty knowledge keep you from hiring them if they are competent and they can quickly learn. Educating a knowledgeable support agent about your industry is considerably easier than improving other technical and interpersonal skills.
5: Good Team Player Abilities
The agent you hire should be a team player. One way to accomplish this is by choosing the people that simply fit in. Encourage teamwork and a welcoming approach if you sense that a new hire is experiencing some workplace anxiety. The job of a customer service representative is emotionally taxing. Even the most seasoned salespeople might need some assistance.
Before You Hire, Consider These
Let’s say at by this step, you think you have found the right agent. Before making the final call, here is what you must do:
Conduct a Simulation Session
An agent’s capacity to manage numerous conversations at once without compromising quality is another critical capability you need to evaluate. This is crucial, especially because 95% of customers say they appreciate detailed, excellent customer service more than they value speed. You may provide candidates with an interesting and dynamic experience that will help them decide whether they can handle the demands of the position.
Live chat simulations can gauge a candidate’s ability for managing multiple chats at the same time. In this kind of evaluation, candidates are presented with numerous actual customer service questions, and their capacity to respond appropriately and effectively in a reasonable amount of time is evaluated.
Consider Having Them a Trial Period
When you are in doubt, consider having the agent on a free trial period. Don’t forget to make this obvious to all applicants by mentioning it in the job description. This will help you decide if the agent fits the job description well.
Once you have found the right live chat agent, they will improve the level of support, satisfy your customers and encourage them to do business with you. Businesses need to continually upgrade their talent acquisition strategy framework to meet the evolving needs of the online marketplace effectively.