{"id":58249,"date":"2025-02-20T08:00:56","date_gmt":"2025-02-20T16:00:56","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=58249"},"modified":"2025-06-10T01:28:33","modified_gmt":"2025-06-10T08:28:33","slug":"contact-center-agents","status":"publish","type":"post","link":"\/us\/en\/blog\/contact-center-agents\/","title":{"rendered":"What to look for from a contact center agent &#038; how to get the best from yours"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">What makes a successful contact center? The right management and the right tools are key ingredients\u2014but it\u2019s the agents whose performance is critical for delivering a great customer experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Managers need to know what to look for in a contact center agent, choosing people with the ability to handle difficult customers and resolve issues swiftly. And they also need to know how to get the best from those agents.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s take a look at the skills and duties of a contact center agent, the challenges of the job, and some top ways to support them with good training and management.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">What is a contact center agent?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A contact center agent is a professional who handles customer interactions on behalf of an organization. Working in a physical or virtual <\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center.html\"><span style=\"font-weight: 400;\">contact center<\/span><\/a><span style=\"font-weight: 400;\">, agents manage inquiries and complaints and provide support and information.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Contact center agents, also known as call center agents or customer service representatives, may handle incoming or outgoing communications. Some agents may manage both, in which case they are called blended agents. <\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">Contact center agent responsibilities<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">So, what\u2019s in the<\/span> <span style=\"font-weight: 400;\">contact center agent job description? Let\u2019s take a look at some of the main responsibilities\u2014all of which contribute to the key aim of keeping customers satisfied.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Inbound<\/span> <span style=\"font-weight: 400;\">contact center agent duties<\/span> <span style=\"font-weight: 400;\">include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Providing information: <\/b><span style=\"font-weight: 400;\">One of the main roles is to provide answers to customer queries. For example, customers might get in touch to confirm their account balance, check store opening hours, or ask questions about the company\u2019s products and warranties.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Assisting customers<\/b><span style=\"font-weight: 400;\">: Agents are responsible for helping customers with simple tasks or problems. They can process orders and payments, resolve billing and payment issues, and manage cancellations, refunds, and returns.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Handling complaints:<\/b><span style=\"font-weight: 400;\"> Inbound agents listen carefully to customers\u2019 grievances and work to find solutions before the situation gets any worse. They will sometimes escalate the issue to a senior colleague if the resolution is beyond their own skill set or authority.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Troubleshooting: <\/b><span style=\"font-weight: 400;\">Support agents with technical skills can troubleshoot IT issues step-by-step or talk customers through setting up product features. They may also need to place outbound calls to follow up with customers and update them on progress.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Upselling: <\/b>Inbound agents, even those who usually handle support rather than sales, are able to recognize opportunities for upselling or cross-selling to customers.<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Outbound agents are involved with:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Sales and marketing:<\/b><span style=\"font-weight: 400;\"> This includes lead generation activities such as cold calling, follow-ups, and handover to the sales team. Agents may also sell to existing clients, and send out marketing promotions.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Market research:<\/b> <span style=\"font-weight: 400;\">Agents contact existing or potential customers to<\/span> <span style=\"font-weight: 400;\">gather insights about their preferences and opinions, and identify market trends.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Feedback collection:<\/b><span style=\"font-weight: 400;\"> Outbound agents collect feedback during interactions or via surveys, and pass it on to managers or other departments. This enables the business to identify common issues and trends, uncover reasons why customers leave, and make improvements.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Customer admin:<\/b><span style=\"font-weight: 400;\"> This includes making and confirming appointments (such as meetings with sales reps, hospitality reservations, or healthcare appointments), and reminding customers about these or about upcoming payments and renewals.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Debt collection: <\/b><span style=\"font-weight: 400;\">Agents will contact customers to collect payments or to discuss payment options.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Distributing information<\/b><span style=\"font-weight: 400;\">: Outbound agents may send out details of product updates or recalls, changes to business hours, or emergency alerts on behalf of the government.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Canvassing:<\/b><span style=\"font-weight: 400;\"> Outbound contact centers are used during political campaigns for canvassing, opinion polls, and requesting campaign donations.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Charitable collections<\/b>: Agents may call existing or potential customers on behalf of a charity to share information and ask for donations or volunteers.<\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Across inbound, outbound, and blended settings, the key roles of contact center agents<\/span> <span style=\"font-weight: 400;\">also include logging and organizing customer data such as contact details, communication preferences, purchase history, and records of interactions. Modern systems log this data automatically through integration with the CRM.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Contact center agents may also liaise with other departments or teams in the organization, and get involved in training new hires.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">Contact center agent challenges<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The role of a contact center agent isn\u2019t always an easy one. Here are some of the most common challenges faced by agents:<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">High call volume<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">In a busy inbound contact center, or at busy times of year, <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/tips-for-handling-volume-spikes-in-your-contact-center\/\"><span style=\"font-weight: 400;\">high call volumes<\/span><\/a> <span style=\"font-weight: 400;\">present problems for agents. They\u2019re handling not just calls but interactions on a range of communications channels, and queries are coming in faster than the agents can deal with them.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This pressure can get overwhelming for agents, and they\u2019ll also face the stress of handling customers who are frustrated at the slow response time.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Difficult customers<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Customers might be annoyed at being kept waiting or passed around between different agents and departments. Or, they may be upset by the problem they\u2019ve experienced with a product or service. For outbound agents and reps, difficult customers continuously raise objections to a sale or object to being cold-called. In all cases, such customers may take their frustration out on the agent and reps.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Challenging targets<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Contact center agents and reps are expected to meet targets or quotas\u2014whether it\u2019s the number of queries resolved in the first interaction or the number of leads generated in a given period. If these targets are unrealistic, or if the agents and reps don\u2019t have the necessary resources to meet them, they could quickly become demoralized.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Lack of knowledge<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">If agents don\u2019t have the answers, they\u2019ll have to leave the customer waiting while they search for information or consult someone else. They may have to hand the call or message thread over to a colleague. Customers will be frustrated by the delay, and the agent is unlikely to resolve the issue in the first interaction.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Lack of advanced tools<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">No matter how hard an agent works, and no matter how skilled they are at communication, they can\u2019t provide full customer satisfaction without the right tools. Unless the contact center has automated systems such as chatbots, auto-dialers, and smart call routing\u2014plus integrations between tools\u2014efficiency and productivity will suffer.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Disconnected channels<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Following on from the previous point, lack of integration between communications channels causes problems for agents. They need to be able to move seamlessly between channels without losing the conversational thread or making customers repeat information.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Many of these challenges can be overcome with the right management and training, and the right technology. Stay tuned for more on that later.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">Contact center agent skills and qualities to look for<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Contact center agents and reps need a particular set of skills to successfully carry out their duties and meet the challenges mentioned above. Here are some of the things contact center managers should look for when hiring agents:<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Communication skills<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Good communication is one of the most<\/span> <span style=\"font-weight: 400;\">important skills for a contact center agent. They need to be able to communicate via various methods (verbal and written), adapting the style for each channel and for each customer\u2019s personality. If they\u2019re multilingual, that\u2019s an extra bonus.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-58982\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2024\/10\/image3.png\" alt=\"Contact center agents must communicate effectively via the written word as well as verbally\" width=\"1999\" height=\"1125\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Skilled agents always sound polite and professional. They use confident language rather than negative statements, and know how to turn difficult conversations around. They are persuasive but not pushy, and can communicate the value of the company\u2019s offering.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Attention to detail<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Look for agents who pay attention to the details of customer queries and concerns. With a deep understanding of the customer\u2019s needs, they will be able to resolve the issue more efficiently. This involves listening carefully so that the customer doesn\u2019t have to repeat anything, and picking up on tone to gauge their mood. Detailed knowledge of the company\u2019s products is also a must.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Ability to multi-task and work under pressure<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Contact center agents need the ability to make notes and search for information while they\u2019re conversing with customers. They should respond to all queries promptly across all channels, even when there\u2019s a high volume. Plus, they have to keep their composure in stressful situations.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you\u2019re <\/span><a href=\"https:\/\/www.ringcentral.com\/remote-contact-center.html\"><span style=\"font-weight: 400;\">managing remote contact center agents<\/span><\/a><span style=\"font-weight: 400;\">, you\u2019ll need people who are self-disciplined enough to work without supervision.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Empathy and active listening<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Good agents demonstrate empathy toward customers, validating their concerns and assuring them that the company cares and will find a solution. They can view situations from the customer\u2019s perspective, and show that they\u2019re listening by using phrases like \u201cI see\u201d and \u201cI understand\u201d. Active listening skills include asking follow-up questions and summarizing what the customer has said.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Problem-solving<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The responsibilities of a contact center agent<\/span> <span style=\"font-weight: 400;\">include coming up with swift and effective resolutions\u00a0 to customer problems. As well as troubleshooting common issues, they\u2019ll need creativity to fix more unusual problems. They should be able to use their initiative, but also know when to escalate an inquiry. Another valuable trait is the ability to proactively anticipate customer needs.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Resilience<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">This is one of the crucial<\/span> <span style=\"font-weight: 400;\">qualities of contact center agents, since it enables them to handle tricky situations without becoming upset or demoralized. Customers may be angry and blame the agent, and sometimes it\u2019s just not possible to resolve the issue right away. Agents need to learn from negative interactions and be ready to move on. In a sales role, resilience includes handling objections.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Contact center agent certifications and qualifications<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">While it\u2019s vital that agents and reps possess these key skills, contact centers don\u2019t necessarily require specific qualifications or certifications. However, there are some professional accreditations that prove to managers that a candidate does have those skills. Here are a few:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Certified Call Center Agent (CCCA) \u2014 <\/span><i><span style=\"font-weight: 400;\">International Customer Service Association (ICSA)<\/span><\/i><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Certified Contact Center Professional (CCCP) \u2014 <\/span><i><span style=\"font-weight: 400;\">ICSA or International Customer Management Institute (ICMI)<\/span><\/i><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Certified Customer Service Manager \u2014 <\/span><i><span style=\"font-weight: 400;\">Customer Service Institute of America<\/span><\/i><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Certified Customer Service Professional \u2014 <\/span><i><span style=\"font-weight: 400;\">National Customer Service Association<\/span><\/i><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Call Center Associate Certified \u2014 <\/span><i><span style=\"font-weight: 400;\">Management and Strategy Institute<\/span><\/i><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Certified Contact Center Manager (ICCM) \u2014 <\/span><i><span style=\"font-weight: 400;\">ICMI<\/span><\/i><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Customer Service Management Certificate \u2014 <i>American Public Power Association.<\/i><\/li>\n<\/ul>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">Contact center agent training can make good agents great<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Whatever the skills and qualifications of a contact center agent, hiring them is only the start. You\u2019ll still need to train them, not only to ensure company-specific knowledge but also to support their ongoing skill development. Here are some tips and best practices to help you get it right:<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Vary your training methods<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s a good idea to use a range of training methods and materials, so that you can accommodate agents\u2019 different learning styles. These include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Classroom learning<\/b><span style=\"font-weight: 400;\">: This involves traditional training sessions, either run by managers or by an external trainer, but they can still be interactive. You could play recordings of real interactions and discuss what went right and wrong, and divide agents into pairs to role-play conversations.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Online learning<\/b><span style=\"font-weight: 400;\">: With this method, agents can learn at their own pace and top up their learning when needed. Coursera and Udemy offer specific online training courses for contact center agents. Some centers ask new hires to undertake pre-induction learning to get them up to speed.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>On-the-job learning<\/b><span style=\"font-weight: 400;\">: Let agents learn while they work by shadowing more experienced colleagues. You could set up a buddy system where new hires are paired with senior agents, or assign a personal mentor to each new agent.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Gamification<\/b><span style=\"font-weight: 400;\">: Make the learning process more engaging by gamifying it with fun quizzes, leaderboards, and incentives for top performers.<\/span><\/li>\n<\/ul>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Leverage technology<\/span><\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-58983\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2024\/10\/image1.png\" alt=\"With RingCentral, you can leverage technology in numerous ways to support agent coaching\" width=\"1999\" height=\"1125\" \/><\/p>\n<p><span style=\"font-weight: 400;\">You\u2019ll need to train new agents to use the specific tools and processes in place at your contact center. For example, accessing the CRM system or switching from a chat to a video call mid-conversation. You can also use software to enhance your training provision, with real-time <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/coaching-tips-to-build-better-agents\/\"><span style=\"font-weight: 400;\">agent coaching<\/span><\/a><span style=\"font-weight: 400;\"> for in-conversation support, and AI analytics to pinpoint agents who need more help.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Give and receive feedback<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s important to give constructive feedback to agents, not just pointing out where they went wrong but showing them actionable ways to improve. Encourage them to self-evaluate by replaying their own conversations and scoring them.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Be prepared to receive feedback, too\u2014foster a culture of open communication where agents feel comfortable asking questions and sharing experiences. Ask them for their honest opinions on your training methods.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Make it an ongoing process<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">As well as initial onboarding and training, it\u2019s good practice to provide ongoing \u201crefresher\u201d training to keep agents up to date with the latest technologies, company policies, and industry trends.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">How to manage contact center agents effectively<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Managing contact center agents<\/span> <span style=\"font-weight: 400;\">effectively is vital for the smooth running of your center. We\u2019ve put together some best practices to help you manage and support your agents:<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Give them the right tools<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">As we mentioned earlier, contact center agents and reps can\u2019t do their best work unless they\u2019re backed by the right tools. You can make their lives easier\u2014and help them to keep customers happy\u2014by implementing software for maximum efficiency.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For instance, you can avoid misdialed numbers by using auto-dialers, while AI transcription eliminates the need for manual note-taking. Smart call routing ensures customers are matched with appropriately-skilled agents, and real-time agent assist tools reduce handle time.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Let AI assist you<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">An <\/span><a href=\"https:\/\/www.ringcentral.com\/ringcx.html\"><span style=\"font-weight: 400;\">AI contact center solution<\/span><\/a><span style=\"font-weight: 400;\"> doesn\u2019t only benefit your agents\u2014it\u2019s a boon for managers, too. It means you can easily monitor performance across multiple contact centers, checking metrics on a live dashboard and identifying agents who need extra coaching.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-58984\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2024\/10\/image5.png\" alt=\"RingCentral RingCX makes it easier for supervisors to monitor and manage contact center agents\" width=\"1999\" height=\"1125\" \/><\/p>\n<p><span style=\"font-weight: 400;\">And you don\u2019t have to wait until a conversation is over before you intervene. With RingCentral, you\u2019ll get live AI alerts about negative sentiment, prompting you to view the full transcript and decide whether to whisper instructions or take over the call.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Set the right schedule<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Effective staff scheduling is a critical part of contact center management. You\u2019ll need to use analytics (both historical and real-time) to forecast your busiest times. For example, you can expect more inquiries after a new product launch or a marketing campaign, or there may be seasonal peaks.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you schedule agents according to accurate data, they won\u2019t be overwhelmed with an influx of calls or sitting around waiting for the phone to ring.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Support remote agents<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s easy to monitor and support agents when you see them in-person every day, but managing remote staff can be a little harder. You\u2019ll have to trust them without being tempted to micromanage, but check in with them regularly to ensure they\u2019re in the loop and have everything they need.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is where a cloud-based CCaaS solution is ideal, as everyone can access it and stay in touch from anywhere. It\u2019s easy for managers to monitor agents and deliver real-time support.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Recognize excellent performance<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s important to identify agents who are struggling, but it\u2019s equally important to recognize your top performers.<\/span><a href=\"https:\/\/www.rewardgateway.com\/hubfs\/Resources-eBooks\/us-the-2023-employee-engagement-trends-report.pdf\"> <span style=\"font-weight: 400;\">60 percent of US employees<\/span><\/a><span style=\"font-weight: 400;\"> want their employer to increase their investment in reward and recognition, so make sure you praise and reward their efforts.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This might include shout-outs on your company channels, running an employee of the month program with incentives, and asking high-performing agents to help train new hires.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Look for signs of burnout<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Agent attrition has long been an issue for contact centers, with<\/span><a href=\"https:\/\/www.salesforce.com\/service\/state-of-service-report\/\"> <span style=\"font-weight: 400;\">69 percent of customer service decision makers<\/span><\/a><span style=\"font-weight: 400;\"> describing it as a major or moderate challenge. As a manager, you need to do everything possible to ensure a positive workplace experience for your agents.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This includes identifying those at risk of burnout and putting strategies in place to avoid it. Make sure agents take regular breaks, and encourage them to talk to you in confidence if they\u2019re feeling overwhelmed or dealing with a particularly difficult customer.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Contact center agent performance metrics to track<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Managers need to know how to measure contact center agent performance, both for individuals and for the center as a whole. By monitoring specific <\/span><a href=\"https:\/\/www.ringcentral.com\/call-center-metrics.html\"><span style=\"font-weight: 400;\">contact center metrics<\/span><\/a><span style=\"font-weight: 400;\">, you can spot problems and opportunities and address them promptly. Here are a few key metrics to track:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Average handle time (AHT)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Average speed of answer (ASA)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">First-contact resolution (FCR)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Call abandonment rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">CSAT (customer satisfaction score) and NPS (net promoter score)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Conversion rate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Number of leads generated<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Post-call work time<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service level<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Agent turnover rate.<\/span><\/li>\n<\/ul>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">Support your contact center agents with a CCaaS solution<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The role of a contact center agent requires great communication, patience, resilience, and the ability to multi-task. For agents to do their jobs without feeling stressed, they need the right resources and robust support from managers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The best way to provide that support and get the best out of your agents is to invest in a CCaaS solution like RingCentral RingCX. Advanced features like automation and<\/span><a href=\"https:\/\/www.ringcentral.com\/ringcx\/ai-assist.html\"><span style=\"font-weight: 400;\"> AI assistance<\/span><\/a><span style=\"font-weight: 400;\"> allow you to create a less stressful environment for agents.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The platform is built for omnichannel communication, and boasts software integrations and real-time analytics to assist with effective scheduling and monitoring performance. It supports you and your agents so that you can deliver excellent customer service.<\/span><\/p>\n<p><b>Get in touch with an expert to learn how RingCentral RingCX offers a great experience for agents and customers.<\/b><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">Contact center agent FAQs<\/span><\/h2>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">How do I choose the right contact center agents?<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">When you\u2019re hiring contact center agents, make sure they\u2019re great communicators across all channels. They must be able to demonstrate empathy and active listening, be skilled at muti-tasking and problem-solving, and be resilient in the face of challenges. Nice-to-have skills include previous experience, technical knowledge, certifications, and multilingual ability.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">What\u2019s the average salary of a contact center agent?<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">This varies widely based on the country, the organization or industry, and the seniority of the role, as well as on skills requirements. Salaries will be higher for specialized roles such as technical support.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The<\/span><a href=\"https:\/\/www.salaryexpert.com\/salary\/job\/call-center-agent\/united-states\"> <span style=\"font-weight: 400;\">average annual salary<\/span><\/a><span style=\"font-weight: 400;\"> for a contact center agent in the US is $39,919 (that\u2019s $19 per hour). Entry-level agents (1-3 years of experience) can expect to earn $30,661 on average, while those at senior level (8+ years of experience) can earn an average of $47,474. The average yearly bonus is $695.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">What\u2019s the main difference between inbound and outbound contact center agents?<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Inbound contact center agents handle incoming communications, such as customer inquiries and complaints. They answer questions, help customers with simple tasks, and troubleshoot problems.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Outbound agents deal with outgoing communications. Their role may include sales and marketing activities, gathering customer research and feedback, booking appointments, and collecting payments.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Some agents may handle both inbound and outbound comms in a blended contact center.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>What makes a successful contact center? The right management and the right tools are key ingredients\u2014but it\u2019s the agents whose performance is critical for delivering a great customer experience. Managers need to know what to look for in a contact center agent, choosing people with the ability to handle difficult customers and resolve issues swiftly. &#8230;<\/p>\n","protected":false},"author":1145,"featured_media":59002,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-58249","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Contact Center Agents: Hire, Train, and Manage Them Effectively<\/title>\n<meta name=\"description\" content=\"Learn what skills to look for from a contact center agent, and how to best train and manage your agents for optimal contact center performance.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/contact-center-agents\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What to look for from a contact center agent &amp; 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