BPO Recruitment Agencies know the importance of hiring the right agents, but doing so can be incredibly challenging. For both voice and non-voice positions, having the right skill set is essential to providing good customer service and seamless operations. So, what will you need to consider when hiring? Let us help you.
1. Communication Skills: Clear communication is paramount for any BPO Recruitment Agency. They have to listen carefully, articulate their message, and most importantly, modulate their voice depending on the customer. For both inbound and outbound calls, having the ability to interact and share information clearly is extremely important. A Forbes study indicated 86% of customers abandon the product solely because of poor customer service making communication skills an essential trait to have for any BPO.
2. Problem Solving Abilities: Customers often have problems that are more complex than they seem. A strong BPO agent must be able to think critically, solve problems effectively, and ensure the customer walks away happy. All it takes is quick thinking and creativity. A Harvard business study found that 81% of customers prefer companies that offer effective problem solving skills and equally quick resolutions to those that simply provide a wide product range.
3. Advanced Skills and Knowledge: The majority of BPO positions require some degree of technical skills, such as using a CRM, chat application, or basic understanding of IT troubleshooting. An agent who loves technology is inclined to perform better and immigration to new processes easily. Proficiency in technology becomes a fundamental requirement for agents, given that in 2026, Gartner forecasts that 75% of customer contacts will be done through automated systems.
4. Flexibility And Multiprocessing: Most agents and BPO workers are expected to manage several tasks at once, as the field is largely fast-paced. It can be interacting with a customer while updating data, or even managing more than one chat at a time. The pace of change in processes, customer expectations, and technological advancement determines that agents will operate these changes. McKinsey and Company research found that the organizations willing to adapt and transform digitally have 23 percent better chances of beating competition.
5. Understanding and Calmness: Customers are not always polite when they contact a business. Agents have to deal with customers who can potentially be angry and frustrated. The best agents know how to take a negative experience that a customer is faced with and shape it to be positive. Empathy strengthens customer trust and brand loyalty. A PwC study revealed that 73% of clients deem experience important when making purchases, and empathetic agents have the ability to create positive environments.
6. Sales and Persuasion Skills: An ability to persuade is a critical attribute in an outbound role. Agents should be able to promote products, deal with objections, and close sales in a timely manner. This includes upselling, cross selling, or even just directing customers to the appropriate service. HubSpot’s report indicates that 60% of customers are more inclined to purchase when agents explain product benefits confidently and provide appropriate solutions.
7. Attention to Detail: A detail-oriented approach ensures precision which, in turn, leads to the smooth running of operations and a lower need for escalations. Failing to expertly carry out mundane tasks, like associating wrong information or communication error, can create enormous issues. Agents rely on inaccurate information and businesses lose an average of more than $3.1 trillion in data ignored by many in the US. This makes precision a nothing more than a must for BPO agents.
8. Teamwork and Collaboration: A professional BPO Recruitment Agency understands that teamwork is everything. Such collaboration from an agent to his/her supervisors, peers, other departments leads to a more healthy work atmosphere. Engaged teams lead to more than 21% of companies profits along with better retention rates as was studied by Deloitte.
Partner with a Trusted BPO Recruitment Agency
Locating professionals with these critical skills proves to be quite difficult. This is where a BPO Recruitment Agency the A7 Recruitment comes in. We make it our business to link organizations with highly-skilled BPO staff so that you can employ the right professionals within no time. With great industry experience and a strong network of professionals, we design customized recruitment strategies that guarantee lasting results.
Learn More
To learn more on how to improve your recruitment practices, make sure to read this report on the trends of hiring in the BPO sector.
Noticed that skilled professionals above can help a lot in workforce augmentation on the part of BPO firms and these organizations can grow their business through excellent customer service and great operational efficiency.
