If one was to thank anything for the success of the service industry in India, it would be the BPOs and the call centres that sprung up as a result of foreign business outsourcing some of their tasks owing to the low cost involved. This has opened up a plethora of job openings for BPO executives, and thus spurred a huge demand in the number of the BPO executives required. Here we have compiled a list of all the qualities and skills that companies look for in a potential candidate before hiring them as call centre executives in a BPO.
- Critical thinking and problem solving
A pushy client or a harried customer may sometimes test a BPO executive’s nerves by being difficult on call. It is up to them somehow extricate themselves from the sticky situations such as these by thinking on their toes.
- Leadership and responsibility
A good BPO executive will always take it upon himself/herself to update all tracking sheets regularly and be a team player. When heading a group, they should be able to manage their team efficiently so as to keep the customer service running smoothly.
- Flexibility and adaptability
BPO executives must be prepared to work for long hours at odd timings so as to able to provide service client requirements living in different time zones.
- Productivity and accountability
Every call centre sets a minimum time for BPO executives to resolve an issue a customer might be facing. They must be able to adhere to such deadlines as well as be accountable in case they are not being met.
- Good communication skills
It goes without saying that a BPO executive must work extensively on their diction, speech and pronunciation so as to effectively solve their target client’s requirement.