Successful hiring of customer care executives needs an eye for what is beneath the surface. In addition to the technical skills, you must assess the soft skills of the candidates as well. Therefore, if you want to find potential candidates with adequate experience working in call centers in Cape Town, here is what you can do.
Skills to
look at the applied candidates
When searching for candidates, it is
crucial to figure out the productive candidates. The new hires must know how to
deal with angry customers. A skilled and experienced candidate can take care of
your customers better. Make sure the
person is good at communication and customer handling and an avid learner.
1. Memory
When it comes to offering excellent
customer care service, the candidate must learn how to memorize everything.
Make sure the person has received the desired training to grasp the product
knowledge with ease. It will help the person to get the product details quickly
and convey the same to your customers.
2. Creativity
At times, you need to go out of the box to
convince the customers. The executives in the call centres in
Cape Town should, therefore, be creative enough to tackle the complex
situations through their presence of mind. Their way of troubleshooting the
problem should satisfy the customers.
3. Multi-lingual
When hiring call center executives, you
must give more importance to bilingual support candidates. It will be helpful
for your business growth. For instance, if you have a French speaker on your
existing team, you can expand your business to almost 200 million people.
4. Efficiency
The callers or customers hate to wait
since it feels like you are standing blindfolded. Hence, your business needs
candidates who value time and respond to customers quickly. It increases your
customers' satisfaction. So, whenever you check resumes, check metrics that
indicate candidates' productivity. Like:
·
Made
almost 500 outbound calls each week
·
Solved
queries of 350 customers on average every month
5. Patience
When a caller is angry, the job of your
selected candidate should be to pacify the customer. Your executive must stay
calm and know how to handle the situation. Good candidates should know how to
show grace and courtesy even when the customers are in a bad mood. Here are the
three-step solutions to handle this type of situation:
·
Listen to
the customers about what went wrong
·
Make the
customers feel comfortable
·
Apologize
and offer a solution to the customers
At times, your business demands a full-fledged team, which you
may find hard to manage at your end. In such circumstances, you can outsource
the services of reputed call centers in Cape Town. This will also set
you free from hiring individual customer care executives and help you add to
your revenues.
Summary: When hiring call center executives, you should take
care of several essential aspects. Your selected candidate should be creative
and efficient, have a sharp memory, be patient, and have good communication
skills. If your demand is a big one, outsourcing your task to call centers
in Cape Town will be a wise move.
