Traits that recruiters look for in customer service outsourcing agents

OABPO Blog Team Published on April 23, 2014

customer-service-outsourcing
“You should have people skills.” This is a tip that is commonly given to those eyeing an agent position in a customer service outsourcing firm. While this would definitely grant you an edge over other applicants and help recruiters notice you, the term “people skills” is still somewhat too vague to point out the specific traits you should possess.
To give call center hopefuls a clearer idea about what characteristics they should hone, below is a list of personal traits that are proven useful in handling customers of any kind over the phone.

customer-service-outsourcing--.

  Patience

Obviously, you need to be patient in dealing with irate customers and those that need repetition and careful explanation to be appeased. There may be instances when customers become confused and even frustrated over their concerns, and it’s part of your duty to listen to their concerns and figure out what they truly need. Remember that more than speed, customers want competent service that isn’t rushed.

  Attentiveness

To really understand customers and their issues, customer service representatives must listen to them attentively. Paying attention to every important detail of the problem will help you come up with effective ways to solve it. In addition, it could help you lower instances of follow-up calls and attain first call resolution among other KPIs.

  Positive language

Exuding positivity through your words could go a long way. It has a large impact on the course of the conversation, on the mood of the caller, and even on the customers’ perception of the brand you represent.

Negative tone and words (can’t, never, unavailable, etc.) can convey abrupt and impersonal service, so instead of saying “I can’t process your request,” reword it into something with promise and positivity. Try saying “I will process your order once I’m sure that it is available tomorrow,” and you’ll likely get a positive response from the customer as well.

  Calming presence

customer-service-outsourcing---

You can simply put this as “keeping cool under pressure.” The ability to stay calm can influence others to mellow down as well. Don’t let a conversation with an irate customer affect you; instead, ensure that you are on top of the situation all the time.

  Persuasion

Persuasion is not only useful for outbound sales accounts but for customer service outsourcing posts as well. From cross-selling, upselling, and even to guaranteeing customers that the solutions and answers are effective, persuasion is definitely a valuable trait that customer service representatives should possess.

As one of the fastest growing call centers in the Philippines, Open Access BPO lives up to its reputation by only hiring competent individuals and training them according to industry benchmarks. Visit our website or join us on Google+ to partner with us.
 
 

Join us on facebook
Open Access BPO 8 hours ago
Open Access BPO Manila looked forward to what 2025 has in store in its annual kickoff party, held last January 26 at The Enderun Tent in Taguig.

With its bohemian-inspired motif, 𝗪𝗮𝗻𝗱𝗲𝗿𝗹𝘂𝘀𝘁 𝗕𝗹𝗶𝘀𝘀: 𝘁𝗵𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗞𝗶𝗰𝗸𝗼𝗳𝗳 𝗣𝗮𝗿𝘁𝘆 welcomed over 900 employees.

There was sumptuous food, free-flowing drinks, and we rocked out to music from special guest performers, long-time OABPO reggae squad Collie Herb and the phenomenal Mayonnaise.

Of course, we were excited by the record-breaking raffle prize pool which included iPhone 16 units and a brand-new motorcycle.

Here's a glimpse of what transpired during last weekend's celebrations.

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
#WanderlustBlissOABPO
Open Access BPO Yesterday
#CustomerService in #CallCenters, whether in-house or outsourced, is crucial to a positive brand image.

From product knowledge to communication skills, we outline the essential elements for exceptional #CustomerSupport.

Check out the list here: https://buff.ly/3PNqyDX

----------
Looking for a #CustomerExperience team that understands your brand and goes above and beyond to deliver excellent #CX?

Open Access BPO recruits and trains the best, ensuring exceptional results for our partners.
Let's talk: https://buff.ly/3CluJDU

#WeSpeakYourLanguage
Open Access BPO 2 days ago
Team Open Access BPO Manila recently celebrated the end of its productive 2024 and the start of 2025 with a bohemian-inspired party.

𝗪𝗮𝗻𝗱𝗲𝗿𝗹𝘂𝘀𝘁 𝗕𝗹𝗶𝘀𝘀: 𝘁𝗵𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗞𝗶𝗰𝗸𝗼𝗳𝗳 𝗣𝗮𝗿𝘁𝘆, held over the weekend, The party featured live music, exciting prizes, and recognition for years of service.

Read the full story here: https://buff.ly/3X01n5l

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
Open Access BPO 3 days ago
𝗬𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀' 𝗼𝗽𝗶𝗻𝗶𝗼𝗻𝘀 𝗮𝗿𝗲𝗻'𝘁 𝗷𝘂𝘀𝘁 𝘀𝘂𝗴𝗴𝗲𝘀𝘁𝗶𝗼𝗻𝘀; 𝘁𝗵𝗲𝘆'𝗿𝗲 𝘁𝗵𝗲 𝗿𝗼𝗮𝗱𝗺𝗮𝗽 𝘁𝗼 𝘀𝘂𝗰𝗰𝗲𝘀𝘀.

Customer insights greatly help brands keep buyers satisfied, happy, and loyal.
They're crucial for building lasting customer relationships and achieving sustainable business growth.

Check out what most customers want from brands: https://buff.ly/4asFdhw

----------
Our programs are meticulously designed by collaborating closely with our partners to ensure a heightened #CustomerExperience.

Contact our #CX experts today and let's unlock the true potential of your customers' voices.
https://buff.ly/40rbZLe

#WeSpeakYourLanguage
#CallCenterOutsourcing #CustomerSatisfaction
#CSat #CustomerService #CustomerSupport
Open Access BPO 6 days ago
𝗗𝗶𝘀𝗰𝗿𝗶𝗺𝗶𝗻𝗮𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝗵𝗮𝗿𝗮𝘀𝘀𝗺𝗲𝗻𝘁 𝗵𝗮𝘃𝗲 𝗻𝗼 𝘀𝗽𝗮𝗰𝗲 𝗶𝗻 𝘁𝗵𝗲 𝗺𝗼𝗱𝗲𝗿𝗻 𝘄𝗼𝗿𝗸𝗽𝗹𝗮𝗰𝗲.
It's the brands' responsibility to address #diversity issues to ensure that their company culture is equitable towards all markets.

Here are helpful solutions for addressing workplace diversity challenges: https://buff.ly/40L1VxV

----------
For your global customers, only trust in a multilingual industry expert.
Learn more about our 24/7 multichannel solutions to speak your customers' language: https://buff.ly/3PNPWcJ

#WeSpeakYourLanghuage
#CulturalDiversity
Open Access BPO 8 days ago
Equip your #CustomerSupport reps with the essential resources to deliver exceptional #CX and foster customer loyalty.
Read our blog today: https://buff.ly/4hiESzW

----------
Contact us today and let's lay out a personalized #CustomerService program that addresses your needs and goals: https://buff.ly/3WPWn39

#WeSpeakYourLanguage
#CallCenterOutsourcing