The call center agent is an important individual when it comes to projecting the right brand image, catering to the customer’s needs and delivering efficiently on expectations. This individual generally has skills in multiple areas and can multitask better than most. The key to running an effective call center  is identifying those agents who have all of this and more.

Five9 (News - Alert) recently highlighted what the average call center manager should look for in the quality agent today. As you meet the demands of the connected consumer, near-immediate results can be difficult to achieve. With the right agents driving the initiative, however, you just might improve your odds.

Communication Skills – While it should go without saying that your agents need to be excellent when it comes to communication, this is an area that could easily be overlooked. The key here is to identify the right communication skills and test the potential agent on various forms and platforms. The idea is to not only identify the skill level, but also their ability to judge the right platform for a particular topic or issue.

Problem Solving – Not every conversation is going to fit neatly inside a script, putting more pressure on the agent to be able to problem solve in varying situations. He or she will have to be able to tackle the unique question, the irate customer or the complex problem.

Product Knowledge – Not every agent hot off the streets is going to know everything about your product or service and this should be part of the training. Instead, look for how they take this information in and use it when interacting with customers. Are they a fast learner? Do they do their homework? The answers to these questions could point to their overall dedication to your organization.

Technology Approach – Nothing should turn you off from a potential agent faster than one who claims to hate technology. You know how important technology is to your operation and the customer experience. The call center on demand is built on technology and without it, the competition will quickly take you down. Potential agents don’t have to be experts, but they should like the concept and be open to learning as much as they can.

Customer Service – Not all agents are prone to customer service skills. Good agents need to be able to empathize with customers and help them find a solution. Look for the potential agent who not only brings trained capabilities, but also a heart for making the customer happy.

Keep in mind that the call center on demand is in place to help you wow the customer base with quality care and help you establish your competitive advantage. If your agents don’t do the same thing, you won’t hit your targets.