GoResponse Telephone Answering Service Staff

Modern call centre agents must be adaptable and tech-savvy

The call centre environment exists in a constant state of change. This has never been truer than in today’s world, where customer demands and staying abreast of technology are two major challenges. For recruiters, the desirability of specific workforce traits has also changed. Whilst traditional characteristics are still required, agents must also be extremely adaptable and relatively tech-savvy.

For all future telephone answering services agents, the ability to adapt to external changes will be crucial. New tools are constantly being released, with call centres updating software or adding new communications channel to their operations on a regular basis. This means that potential employees will need skills that allow them to adapt to change, including the ability to pick up new software and operational practices quickly.

In addition, it is increasingly important for agents to be tech-savvy. In the digital era, more online interactions are being seen than ever before, and it is important for workers to have the right engagement skills to talk to consumers online. This means they must also be tech-savvy, allowing them to seamlessly talk to consumers from telephone and email along with social networking platforms. Candidates also need to be interested in future technology so they will be ready to utilise next-generation software when it appears.

When recruiting new agents, it is important to understand that the requirements for call centre employees have changed. By ensuring that candidates are tech-savvy and adaptable, companies can set themselves up for the best chance of success.

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