Mobile phone companies are currently working on developing their services and increasing their efficiency to meet the growing customer service needs of the market.
Etisalat Egypt has increased the number of its customer service agents by 30%, while Vodafone plans to increase its number of agents by 15% by the end of 2015.
There are important qualities and standards that phone companies seek in their customer service agents. According to an official at Wasla Outsourcing Company, honesty in providing the service is the most important of these qualities, in addition to courtesy, calmness and the ability to deal with customers.
The official added that a positive attitude with the customer is the most important trait in a customer service agent, and it gives the customers a good impression by gaining their trust. This is done by listening to the customer’s problem, being honest and offering advice, in addition to maintaining work confidentiality. The agent should perform his job at the request of the client without addressing his company’s functional relations, as the customer might be from a competing company.
As for personal traits, they can be summed up in the ability to speak to each customer in a fitting manner, the official said.
The official at Wasla believes that self confidence is also a very important trait that customer service agents should have, as it gives the customer a sense of security and confidence in the company he/she deals with.