Hiring Contact Center Agents? Everything You Need to Know

Contact center technology and customers’ expectations continue to evolve in parallel. Contact center agents are the glue that holds the two together while adapting to changing customer expectations.

Artificial intelligence (AI) and automation support contact center agents to expedite routine tasks. However, offering a human touch and empathy still falls on agents’ shoulders. These elements are crucial to ensure customer satisfaction.

When you’re customer-centric at scale, you need reliable contact center technology to keep you efficient at tasks that complement agents’ expertise. The software will care for the rest, so you can step in where technology falls short.

If you’re seeking ways to improve your contact center, or when you’re hiring a new member of your team, it’s best to prioritize certain skills.

Skills and Characteristics to Look for in Contact Center Agents

Here are a few skills and characteristics that make contact center agents exceptional.

Omnichannel proficiency

This is the skill to effortlessly navigate and provide consistent support across platforms, whether by phone, chat, email, or social media. It’s essential because it makes it convenient for customers to contact your business through any easily accessible channel.

Think of pizza delivery service as an example. The customer ordered a pizza but couldn’t track the order’s status. They contact the service provider through the help section of their application. An agent contacts the customer, immediately escalates the situation to a phone call, and addresses it accordingly.

This shows the agent could effortlessly transition the chat into a phone call. They could do it quickly, which demonstrated that the customer was a priority while also making it convenient for them.

Good contact center technology makes omnichannel transitions even more seamless, especially when dealing with several callers.

Tech savvy

Agents should be able to use modern technology, such as contact center platforms, customer relationship management (CRM) software, and other AI tools. These technological solutions keep customer support agents efficient at their core job functions while technology does the heavy lifting for routine work.

Let’s take the example of pizza delivery service again. Suppose a customer sends a message seeking help with their order. AI chat asks customers what they need support with, and based on the answer, it transfers the chat to the relevant department. Let’s say the customer needs help with customizing the order. An appropriate agent will be assigned from AI chat and can then call the customer to confirm the modifications requested.

Empathy and emotional intelligence

Irish playwright George Bernard Shaw once said, “The opposite of empathy is not anger; it’s indifference.” Indifference is a common issue found in demotivated or incompetent call center representatives. A skilled agent is good at understanding customer sentiments, building trust, and de-escalating tense situations.

Something like “I understand how frustrating this must be” helps demonstrate empathy. This saves a buyer from a negative customer experience and preserves your brand reputation.

Adaptability

Not all customer journeys are the same. Some experiences face hiccups that are tricky to navigate. Such hiccups might lead to outbursts if not handled carefully. You need contact center agents with the ability to adapt to diverse situations.

Let’s consider the pizza delivery service example. If a customer reaches out and inquires about their order status, they need a helpful response, especially when they’ve been waiting for a long time. Simply repeating what they’re seeing on their mobile application won’t help. You need to give them something concrete to encourage them to remain patient.

Adaptability helps in such situations. Let’s say you reached out to them with a precise time and a coupon as a token of gratitude for being patient; they’ll consider ordering again in the future.

This adaptability comes from awareness and experience. While interviewing agents, evaluate them on these grounds using open-ended questions. For example, “How did you navigate a tough customer who was frustrated with what we offer?”

Beyond the human side of adaptability, there’s also a tech side. To work efficiently, a contact center agent will need skills that help them operate on platforms like CRM or customer experience management software.

Problem-solving skills

Contact center agents must analyze customer issues quickly. Additionally, they need to identify the root cause of the problem and devise solutions accordingly. This skill is core to the job of a contact center agent.

Let’s go back to our example of the pizza delivery service. Suppose the agent received a chat from a customer who was experiencing a tracking issue and was reaching out for the third time. You can’t keep them waiting or ask repetitive questions about order numbers or address details.

Skilled agents would look into their CRM to gather context from past conversations and assist customers with solutions. They might call the delivery person to check and request that they prioritize the customer’s delivery. Based on such problem-solving skills, it becomes easier for agents to solve customers’ issues quickly.

Customer-centric mindset

An agent’s customer-centric mindset manifests in their actions. Customers perceive this as care, coming from businesses they have trusted with their dollars. This sets a good customer service experience.

92% of consumers say they are more likely to make another purchase after a positive customer service experience. ~ 2020 report by Salesforce Research

Strong communication skills

Communication is more about listening than talking in a contact center. Agents need to understand customers’ issues properly to help them in the best way possible. Not every customer speaks the same language as you do or conveys things the same way you expect. In some situations, customers may rephrase their questions or request that agents describe their problems.

Agents with good communication will be mindful of these things and present them in a way that doesn’t offend or frustrate the customer further. This helps agents identify customer problems to suggest a suitable solution quickly, delivering a good CX.

What Expectations Have Changed in Recent Years?

Contact centers are now more proactive than reactive. Customers expect businesses to solve their issues before they become obstructions that require escalation.

Besides this, several expectations have changed in recent years.

Greater tech integration

Contact center teams are expected to be more efficient, especially since many AI tools automate routine workflows and answer simple FAQs. Modern contact centers ensure that they have decent technology to support teams and deliver exceptional customer experiences at scale.

Beyond AI-assisted automation, contact centers have a well-integrated analytics platform. It allows agents to analyze communication quality and frequency on different digital channels. When they see improvement opportunities, an internal knowledge base helps them make optimal changes to deliver better service.

Higher emotional intelligence

With AI doing the heavy lifting of monotonous workflows, complex and sensitive issues fall on agents’ shoulders. These agents are expected to empathize with customers who are likely going through a tough time.

High emotional intelligence makes it easier to show empathy and offer solutions that complement the customer’s present situation or state of mind. To solve customer issues, you need to be flexible and think beyond standard operating procedures. This makes you more customer-centric.

Data security

Security has become paramount due to the increasing complexity of cyberattacks. Contact center agents are expected to be vigilant to prevent social engineering or account takeovers. Companies expect agents to align with data privacy regulations while using the data to enable personalization.

Remote work readiness

Work is no longer limited to physical office spaces. It stretches beyond the walls of offices to knock on doors of homes, cafes, and sometimes even cars. When working from different places, you need to be self-motivated and disciplined to ensure that work doesn’t get affected due to changes in the physical workplace. Agents must take special care as they work with customer data.

Several collaboration tools make it easier for agents to work remotely while constantly communicating with internal teams and customers.

Sample Job Description for a Contact Center Agent

Here’s a sample of a contact center agent’s job description:

Title

Contact Center Agent

Location

Remote/Hybrid

Key Responsibilities

• Handle inbound and outbound customer interactions across multiple channels, ensuring high satisfaction and timely resolution.
• Use AI tools like chatbots and CRM systems to provide personalized, data-driven support.
• Escalate complex cases to supervisors or specialists while maintaining a professional tone.
• Identify recurring customer pain points and share insights with leadership for process improvements.
• Meet or exceed key performance indicators, average handle time, and customer satisfaction scores.

Required Skills

• Strong communication skills, both written and verbal
• Ability to multitask and manage multiple conversations simultaneously, with omnichannel proficiency a plus
• Empathy and a customer-focused approach
• Proficiency in using call center software and AI tools
• Familiarity with using contact center software like Nextiva, Five9, or Genesys
• Ability to adapt to modern technology and changing customer expectations

9 Interview Questions to Find Top Candidates

Here are a few common questions hiring managers ask in interviews for contact center professionals’ roles:

Questions related to customer focus

Area of Focus	Question	Guidance
Empathy and problem-solving	“Can you describe when you turned a frustrated customer into a satisfied one?”	Agents must answer this question carefully, which may raise many follow-up questions. Sharing the incident genuinely but respectfully helps them deliver a suitable answer. If you’re the hiring manager, ensure their answer doesn’t reflect negative emotions for the company or the customer. The ideal answer would demonstrate empathy toward the customer and the contact center agent’s problem-solving skills to find a solution that satisfies customers’ expectations.
Resourcefulness and initiative	“How would you handle a situation where you don’t immediately know the solution to a customer’s problem?”	Ideal agents would showcase their collaborative skills while answering this question. Nobody can know everything. Consider candidates who give answers that present them as team players or as resourceful. Look for people who say, “I’ll quickly access our internal knowledge base to find a possible solution through self-service or ask for help in internal communication channels.”

Questions related to technology

Area of Focus	Question	Guidance
Tech proficiency & experience	“What tools have you used in previous customer service roles, and how did they help you deliver better service?”	With such questions, look for answers that convey the value of tools. The more details a candidate shares, the better. These details help you understand how effectively a person knows how to use technology and what diversity of technology they have previously worked with.
Adaptability to new technology	“How would you adapt to using AI tools or a new CCaaS platform?”	There is no specific right or wrong answer to this question. You need to look for the fundamentals, such as how effectively an agent can connect the “why” behind this question to the core objective of the team or the business. This shows strategic thinking. Consider answers that include measurable CX metrics showing the impact of adapting to new tech.

Questions related to problem-solving

Area of Focus	Question	Guidance
Analytical & critical thinking	“Describe a challenging customer issue you resolved. What steps did you take?”	In these answers, look for empathy, customer-centric behavior, and collaboration to filter out prospective agents. See how an agent can adapt to a given situation and its outcome. Look for answers emphasizing quick problem-solving capabilities and technology usage to expedite the process.
Organization & prioritization	“How do you approach multitasking when handling multiple customer inquiries?”	Contact center agents’ roles involve extensive multitasking. Their ability to prioritize tasks will help them handle inquiries at scale.

Questions related to team collaboration skills

Area of Focus	Question	Guidance
Communication & collaboration	“How do you ensure clear communication and collaboration with remote team members?”	The answer to this question helps businesses evaluate the agents’ verbal and written communication priorities. Remote teams often communicate asynchronously. Having people who pay attention to detail helps reduce confusion in a remote setup. You can also consider answers that emphasize creating a cohesive environment. People who try to build rapport strengthen the team culture in the long run.

Questions related to resilience and adaptability

Area of Focus	Question	Guidance
Stress management & work-life balance	“How do you manage stress in a fast-paced environment?”	Customer service or support roles may become stressful, especially when customers reach out at scale. You need resilient people who can adapt to situations when they become a little demanding. In these answers, consider those that reflect self-awareness and the ability to use organizational methods to prioritize work-life balance.
Adaptability & learning agility	“Tell me about a time you had to adapt to a significant change at work.”	Prioritize those professionals who demonstrate the following qualities in their answers: Contextual clarity: Did they clearly describe the nature of the change that occurred? Constructive attitude: Did they show openness to learn and adapt? Specific actions: Did they demonstrate initiative or creativity in adapting to the change? Measurable impact: What was the impact of their action? Did they mention anything quantifiable? Reflection: Did they share what they learned from the experience?

Salary Ranges for Contact Center Agents

Below are a few benchmarks to help you set a realistic budget when hiring contact center agents.

• Average hourly pay: $19.30
• 25th percentile: $16.59
• 75th percentile: $20.72
• 90th percentile: $26.94

Based on geography or industry, these figures may vary. For example, tech or health care sectors may pay higher than others. Similarly, contact center agents in urban areas and cities would require a higher budget. To reduce employee churn and ensure retention, paying a premium or offering an attractive bonus is advisable.

The cost of call center agent turnover is between $18,500 and $74,000 per employee.

Future Career Paths for Contact Center Agents

When you have found someone who would be a good addition to your team, show them how their career would progress. This will highlight their growth in your organization and encourage them to join.

Contact center agents typically advance to the following roles.

• Team lead or supervisor: They’ll supervise a team of contact center agents and offer feedback, guiding them in the right direction.
• Quality assurance specialist: These professionals would evaluate agents’ communication with customers and ensure they align with company standards. The role focuses on offering continuous feedback based on analytics in real time.
• Customer success managers: They help build and maintain customer relationships to improve customer loyalty and satisfaction. These professionals ensure customers can get the most value from the company’s product.
• Product or training specialist: Such professionals offer training to contact center reps, especially on technology, to keep them updated with industry trends.
• Contact center managers: They oversee the operations of the entire contact center, including agent performance, quality of customer calls, frequency of inbound and outbound calls, and overall customer communications. They also implement customer feedback and answer customer complaints appropriately.

Equip Your Contact Center Team With Nextiva

Nextiva empowers the contact center team with technology that allows them to exercise their daily skills efficiently. It supports omnichannel communication and offers AI and automation to reduce workload, helping agents manage customer experience at scale.

Nextiva’s contact center solution delivers a team collaboration feature that allows customer service representatives to seek team support when needed. The solution connects seamlessly with CRM and other platforms the contact center team uses to streamline workflows during an agent’s regular workday.

Give your team the power of Nextiva to empower their skills in delivering memorable customer experiences. 👇