Outsourced call handling is an important resource for businesses seeking to stay in regular contact with customers throughout the customer lifecycle. Outsourced call handling provides businesses with the human resource, skills and technology which it may not have, on the desired scale, internally. When executed properly outsourced telephony services should perform as a seamless extension of the organisation in terms of culture and mission. Value can be delivered whether the organisation is contracting out part or all of its inbound or outbound telephony services, providing the outsourcer can offer a team of agents with the optimum skills and attitudes.

Inbound Telephony Services:

Agents engaged in the provision of call handling services need to demonstrate the following approach and competencies:

1. Customer service focus – ability to respond to customers needs and concerns in an empathetic and a willingness to promptly respond to the enquiry.
2. Problem solving skills – aptitude to identify and resolve customer problems in a timely manner.
3. Interpersonal skills – talent for listening to customers without interrupting.
4. Oral communication – ability to speak clearly and persuasively in both positive or negative situations.
5. Quality management – demonstrates accuracy and thoroughness within reporting procedures.

Outbound Telephony Services:

Agents engaged in the provision of outbound telephony services need to demonstrate a slightly different set of characteristics, including:

1. Self -motivation – desire to perform without being influenced to do so by another person and working in a careful and consistent manner without giving up.
2. Positive attitude – ability to deal with rejection and move on
3. Strong sales skills and techniques – expertise to achieve goals and agreed targets
4. Team player - ability to take direction and interact positively and effectively with customers and fellow colleagues.
5. Multi-Task - capability to multi-task, i.e. listen, type and speak whilst navigating multiple interfaces at any one time.
6. Multi-Task - capability to multi-task, i.e. listen, type and speak whilst navigating multiple interfaces at any one time.