7 Types of Customer Service Representatives You Should Hire Now

Are you considering outsourcing your customer service? Hiring agents with formidable customer service representative skills takes knowledge and experience to ensure customer satisfaction and high service levels. One of the ways we identify high-performing customer service representatives is to know the types of customer service representatives you are looking for.

A global study of 1,440 reps found that these professionals fall into seven distinct profiles. Empathizers are the most common type, but Controllers are the most effective at providing solutions.

These are the types of customer representatives (CSRs) you should hire:

The Types of Customer Service Representatives

1. The Controller

As the name suggests, this type is assertive and opinionated. Controllers set the pace for customer interactions, and they love to demonstrate their expertise on the product or service. They run the show – they don’t follow call center scripts and they are solutions-oriented. Out of all the reps surveyed in the study, they were the top performers in terms of bottom-line results. Despite the high productivity of Controller types, most managers are hesitant to hire them.

2. The Rock

This type of rep remains unfazed no matter how difficult or prolonged calls get. Like a rock, she is optimistic and calm in any call center situation. This rep can deal with angry callers and not take any of their complaints personally. They comprised 12% of the study and were the second most productive reps, next to Controllers.

3. The Accommodator

This type is the quintessential team player. Accommodators try their best to meet others halfway and are keen to involve them in decision-making. They’re also eager to please, offering refunds and discounts whenever possible.

4. The Empathizer

Empathizers, who made up 32% of the study, are sympathetic reps who listen intently to callers, genuinely trying to understand what motivates customers and why they behave the way they do. What’s more, they love solving other people’s problems. It’s no surprise that 42% of managers who participated in the study prefer to hire them—their emphatic demeanor and service-oriented approach make them a shoo-in for just about any call center job.

5. The Hard Worker

Hard Workers follow the rules and procedures to a T. They enjoy working with numbers and refuse to miss deadlines. Managers love them because of their sheer persistence and commitment to the job. They made up 20% of the study and ranked 5th in productivity.

6. The Innovator

If Hard Workers observe rules and procedures, Innovators try to change them, constantly looking for areas to improve. They’re always tinkering with the system and love to come up with new ideas. Trust these types to keep things fresh and exciting.

7. The Competitor

Just 1% of the study’s participants are competitors bent on outperforming their colleagues and changing others’ views. Life is a beauty pageant, and they’re in it to win it. Sound bad? Not necessarily—a friendly competition can bring out the best in your reps, so long as Competitors are appropriately directed.

What Type of Customer Service Representative Should You Hire?

The type of rep you hire depends mainly on the kind of image you want to project for your brand.

At Magellan Solutions, we profile these customer support agents and match them to the appropriate service industry. With this data and extensive profiling initiative, we help our clients get the optimal support possible. Contact us today to gain access to some of the best reps working in the Philippines today.