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What makes a Call Center Super-Agent Super?

At Sound Telecom, we recognize some of our call center staff with the Super-Agent Award throughout the year. What does it take to become a Super-Agent? Here’s what goes into it.

Image of what a Super-Agent might look like

The cape helps, but supersonic hearing is a must. They have the ability to leap problems in a single bound and obliterate caller complaints with laser vision.  A super-agent is more than a pretty face with chiseled features sitting on the phone, typing faster than a speeding bullet.  Their strength is derived from a strong pot of coffee which infuses them with the power to deliver superior customer service.

Now that we’ve landed on Earth and assumed the identity of a call center agent, let’s discuss the metrics involved in measuring a well-rounded agent’s impressive  ability and what it takes to capture a Super-Agent award.

We are constantly monitoring and measuring how our agents handle calls. There are several metrics we have in place that we calculate to find their Quality Score.

  1. Average Time to Answer- is simply the number of times the phone rings before it is answered.
  2. Call Abandonment Rate- the rate of callers that hang up before the call is answered.
  3. Average Call Duration- the time on average that an agent is talking to a caller.
  4. Script Accuracy- how well does the agent stick to the script for each call.
  5. Resolution Percentage- how often is the caller acheiving their goal

These are some of the key performance indicators we use to to calculate an agent’s Quality Score. Winners of the Super-Agent award always score in the mid to high 90s (out of 100). But that’s not all that goes into it.

When the Super-Agent hangs up the phone and removes his/her cape, there are other components that come into play that aren’t always measured when they’re on a call.

  1. Attendance- It’s important that a Super-Agent be reliable.  Knowing they can be counted on at the date and time scheduled is very important to the operation.
  2. Attitude-A positive outlook is critical. Call center work can be very demanding and knowing how to deal with difficult situations is a must.
  3. Team player- The agent commits to the organization as a whole, customers, and co-workers.  The agent serves and nourishes, gives rather than takes, and seeks the best interest of the team.
  4. Good customer service skills- The art of good people skills is always helpful and it’s easy to tell that a Super-Agent has a passion for service.

There is a lot that goes into selecting a Super-Agent. Some people win it after being with us for years and others are able to claim it after only a few months. But what they all have in common is that they take pride in their work and love helping callers. And cape or no cape, that’s what we are all about.

Some of our past winners include…

Brianna Biondolillo

Brandon Smith

Mikaila Jackson

Congratulations! To all who put their eyes on the prize, work hard, and achieve this lofty goal, we applaud you!

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This entry was posted in Answering Service, Around the Office, Call Center News, Customer Service and tagged , , by Cheryl LaBaw. Bookmark the permalink.

About Cheryl LaBaw

Cheryl L. LaBaw joined Sound Telecom as Director of Customer Relations in 2012. She is responsible for maintaining a high standard of service quality through ongoing monitoring and coaching of our call center agents. Prior to her arrival at Sound Telecom, Cheryl invested over 31 years in the customer care and service areas with United Airlines. She brings a wealth of knowledge and ideas from her experiences there in addition to working over 13 years in their call center. Cheryl’s skills in conflict resolution and customer satisfaction make her an excellent addition to the management team. As a Flight Attendant and Safety Professional she provided a more personal touch to customer concerns and safety issues. Mrs. LaBaw is passionate about health issues and has served her community by volunteering at Swedish Medical Center for three years in the Community Health Education Department. She also supports various youth organizations and child health and welfare organizations.