呼叫中心技能

您想找呼叫中心客服的工作吗？看看您是否适合。呼叫中心的工作并不容易，也需要很强的与人沟通的能力。本文中，我们将展示呼叫中心客服必须掌握的技能，另外还为大家提供一些建议和重要的启示。

What call center skills do you need to master to become a call center agent?

Communication skills (including active listening)

The most important call center skill is effective communication as it is the key to successfully taking on most agent responsibilities. Effective communication can be defined as the verbal ability to explain complex topics in a simple, easy-to-understand, and efficient way. To do this, your call center agents will need to think analytically and know the ins and outs of your product, call center software, and company procedures. 

However, to propose effective solutions, call center agents must understand the problem at hand. To understand what the customer wants from them and what the end goal is, the call center agent needs to have excellent active listening skills. Active listening is “the conscious effort to hear not only the words that another person is saying but, more importantly, the complete message being communicated.”

Workplace etiquette and professionalism

如上所述，要成为一名合格的呼叫中心客服，您需要熟悉并掌握公司的规定和政策。这同样适用于工作场所和呼叫过程中的社交行为。

比如，如果您在传统的办公室工作，周围都是呼叫客服，您需要注意自己说话的音量，否则其他电话的背景中能听到您跟他人的对话。

More importantly, you need to be mindful of the fact that you’re representing a company, especially during conversations with angry or disgruntled customers. You cannot be petty, rude, or unempathetic because it reflects poorly on the business you’re representing, and can lead to negative consequences like churn, or even a cancel/boycott trend. The key is to remain professional, calm, and vigilant in every situation thrown your way.

任何时候都要保持积极的态度

另一个必备的技能就是积极的态度。每次对话过程中都要表现出来。不能让顾客觉得他们的要求让您为难。而要让他们知道您乐意为他们服务，会尽力解答他们的疑问。

体现积极态度的最佳方法就是把握好说话的语气、用词和语调。

如果顾客遇到了难解决的问题，不要说“这是个大难题”。语气要欢快一些，让顾客知道您需要采取哪些步骤来解决问题，工需花多少时间。告诉他们只要您完成了一个步骤，以及他们有任何问题，都可以联系您。

This will automatically relieve their stress, and make them feel valued. 

Effective stress management

每天接听大量的电话，应对不满的顾客会产生很大压力。要成为一名合格的呼叫客服，有必要掌握减压的技能。如果压力过大，工作能力就会受到影响，进而错过重要的细节，客户服务质量也会下降，最终把自己累垮。

所以，压力管理是重要的呼叫技能。探索能让您减压的方法，比如在与顾客对话的时候来回走，或挤压压力球。也可以在每次挂电话之后休息几分钟。不论采用哪种方法，只要适合你的都可以培养成为日常的习惯。

Call center teamwork 

最后，一定要知道什么时候可以寻求帮助（这是最容易忽视的呼叫中心技能）。如果遇到难处理的情况，寻求同事的意见可让您从不同的角度看待问题，最终找到恰当地解决方式。

呼叫客服十大建议

如果要提升呼叫技能，需要掌握10大重要建议。

• Take a short break/pause after each call to collect your thoughts
• Take your time with after-call work and data entry
• Create reminders to follow up
• Reflect on your call — could you do anything differently next time?
• Ask for help when needed — teamwork is dreamwork!
• Destress with your colleagues by sharing your experiences with one another
• After a long day of answering calls, get some exercise/walk around/stretch to release endorphins
• Smile while you talk with your customers — they’ll feel it!
• Ask the extra questions such as: “Is there anything else I can help you with?” or “When do you need this resolved by the latest?”
• Don’t take things personally — most customers are frustrated and need to let off some steam. It’s nothing personal

Key takeaways 

The call center industry is booming

虽然实时聊天和社交媒体等沟通渠道越来越受欢迎，但是呼叫中心的主导地位依然难以撼动。根据Critical Channels of Choice 报告，2000名受访顾客中，65%认为电话依然是他们联系客服的首选。

要满足顾客的需求和需要，最好的方法就是让训练有素的客服为顾客提供信息全面和个性化的电话服务。

It’s important for agents to stay on top of their game

A call center duties are often repetitive, and even stressful. Agents that apply for these types of jobs have to be able to push themselves through unpleasant scenarios and remain positive at all times. As such, resilience and thick skin is a key call center skill that you should look for in potential call center agents.

A great way to determine whether they’re a good fit for the job is to ask them how they would handle certain scenarios (stressful, angry customer), etc. Their responses to these types of questions will shed light on their personalities and way of thinking.

Agents need to be able to master their communication skills to be successful

最重要的呼叫中心技能就是有效沟通，包括：

• Active listening
• Being able to explain things in a simple and easy to understand way
• Knowing what type of tone/intonation to use in different situations
• Confirming whether they’ve understood the customer’s problem by repeating it back to him
• Knowing when is a good time to upsell or cross-sell
• Knowing how to respond to unpleasant or offensive comments in a professional manner