What are the skills required for a CSR?
• They should have core training in customer-interaction essentials. How to speak to people intelligently, politely, empathetically, without sounding like a machine. These are the people skills. • Training in the specific tools they need for their job: how to operate the call master, desktop and software they need to manage the flow of a call. • Training in what the company does, and what are the particular products they sell or service are like. • Training in general contact center operations; that is, how to be productive with their time, when it’s ok to take a break, what it means when you leave customers on hold, how their own productivity is measured, and that of the group and the center as a whole. 7. Why are contact centers constantly called other things, like “contact centers,” “customer care centers,” “support centers,” and ugly constructions like “customer contact zones” or “multimedia access centers”? These terms are the industry’s ongoing attempt to come to grips with chang
