Service desk agents

In a customer service environment, a call center which receives calls from customers who report on problems they encounter using a product they purchase or subscribe from the service provider can either be a gold mine of opportunities or a mine field of booby traps.

One of the most important component of a call centre is a service desk agent.

A service desk agent can make or break the customer service of a vendor.

It follows, therefore, that a smart vendor will recruit the best bunch of service desk agents.

Recruiting the best group of service desk agents is not sufficient, because the service desk agents have to be conversant not only with ways to handle customer calls, but MUST ALSO be proficient in resolving any problem that is reported by a cutomer.

A service desk agent must be convinced of the philosophy of customer care adopted by the company and he or she must also be fully conversant with the recording of all incidents reported by a customer.

A service desk agent is the front-line warrior representing the battalion he or she fights for, and thus must be fully equipped to fight any battle on any terrain.

Recruit the smartest front line warrior is a must, but providing the warrior with the adequate training is mandatory because a warrior's success depends on it.