Hiring an excellent service desk agent is just as important as having the right service desk software. Potential employees can be screened based on a variety of criteria, such as personality, skill, fit and motivation, during the hiring process. Regardless of your list of prerequisites, it’s helpful to know exactly what makes a successful agent. Here are some of the top qualities of a successful service desk agent to look for:
1. Customer Service Skills
The First and most obvious to most is a previous record of good customer service, it is paramount to the ongoing success of your service desk. Agents are the frontline of your company. Make sure they are projecting a warm and friendly image and your customers will rave about their experience. Agents should be able to consistently maintain a positive demeanour and keep a smile on their face day in and day out. You as an organisation are also a key part in ensuring they can keep a friendly image about your organisation by creating that atmosphere and culture from within will help your agents portray that in their dealings with your customers.
2. A Super-Fast Aptitude for Learning
Much of the technical know-how a service desk agent needs can be learnt. it’s easy to get caught up in the technical skills. But be aware this potentially limits your choice from the pool of potential candidates. Rather than looking solely for technical ability, you may also wish to seek out candidates with unexpected transferable skills. Remember that if the agent possesses a willingness to learn, there’s nothing that your knowledge base or training program, or one-on-one coaching, can’t teach them.
3. Knowledge Retention
The first protocol for an agent is to provide the highest quality support to customers. To accomplish this, they need to be able to learn and memorise a good amount of information about your organisation. By the time they get going on your service desk, they should at least know the ins and outs of your product or service and be on board with your brand’s philosophy.
Service desk agents should know when they can’t resolve the issue and who is the next line of support should they run into difficulties, a simple transfer of call or escalation of ticket, to the relevant person. As time progresses, they should be able to remember answers to frequently asked questions and troubleshoot with ease. If your candidates do not appear to be the type to be able to quickly learn and retain information, bringing them on board could be a stumbling block in your overall service desk efficiency.
Agents that work in a busy service desk should be incredibly organised. They need to be able to jump between multiple tasks at once (i.e., checking the knowledge base, updating the CRM and taking notes in your helpdesk), all while attending to the customer’s questions and queries. Staying organised will help reduce errors during this process, ensuring that they are completing after call work efficiently and allowing them to address customer needs more effectively.
To make sure your service desk agents are organised, hire people who met all application process deadlines (i.e., arriving to the meeting on time, submitting requested materials, etc.) and have a track record of being organised. Once they are on the team, make sure they have the tools (i.e., service desk software that integrates with your business tools and an effective CRM and helpdesk solution) and the environment they need to stay organised. These things can make all the difference in customer satisfaction and your bottom line.