In times of economic turbulence, ensuring that call centre managers pick up the phone in the right manner, and with their client front-of-mind at all times, is crucial.

According to Precision Marketing, it’s vital to match an agent’s profile to both the client’s brand culture and the target audience. Agents will then be able to fully endorse the client and its values, as well as deal with its customers in the most effective way possible. This is true, but call centres should also bear in mind an agent’s experience – demonstrating positive life skills in a conversation with callers can be a valuable asset. Gender may also be a consideration. Would a woman be comfortable telephoning to order a free sample of a women’s hygiene product and speaking to a man? There are obvious exceptions to this type of perceived male/female split, but it’s definitely worth thinking about the brand’s target market and image, and getting that fit right.

It’s easy to overlook the benefits of handpicking agents specifically for inbound and outbound calls, but in light of recent findings that half of UK consumers would be more loyal to a company after a positive call centre experience, it’s certainly something for call centres to think about.

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