Hire the best Phone Support Agents

What is a phone support agent?

A phone support agent is a professional who handles inbound and outbound customer service calls, providing assistance, resolving issues, and delivering information to customers. These customer service agents are a vital part of customer service operations, ensuring that inquiries and problems are addressed promptly and effectively. Many businesses, including small businesses, enhance their customer care by leveraging outsourced customer service options through BPO (business process outsourcing) and outsourcing solutions.

Phone support agents are often the first point of contact for customers, making them essential to the overall customer experience. They work across many industries, offering support in areas such as technical troubleshooting, billing inquiries, and general customer care. With a thorough understanding of the company’s products or services, phone support agents can efficiently address customer issues and contribute to a positive brand image, which is critical for customer loyalty and service quality. Employing a dedicated team of these customer support agents can ensure consistent and high-quality service.

Why hire a phone support agent?

Hiring a phone support agent can greatly enhance your customer service operations. These professionals bring the expertise needed to manage customer interactions effectively, leading to faster issue resolution, improved customer satisfaction, and better service performance metrics. By hiring a phone support agent, you can ensure that customer issues are handled efficiently, allowing other support team members to focus on core business activities.

For small businesses and larger enterprises alike, the decision to use support outsourcing services through a call center or contact center can be a cost-effective solution. Outsourcing solutions provide access to a broad talent pool, allowing businesses to maintain high-quality service without the overhead costs associated with an in-house team. Additionally, outsourcing is particularly beneficial for handling spikes in call volume, providing tech support, or offering real-time assistance across different time zones. The scalability of outsourced customer service allows businesses to adjust their resources based on demand, ensuring they have a dedicated team ready to handle customer needs.

How to hire phone support agents

Hiring the right phone support agent is crucial to maintaining cost-effective and high-quality customer support services. Here’s how you can hire top phone support agents on Upwork:

1. Define your project scope. Begin by outlining the specific tasks and responsibilities you need the phone support agent to handle, such as answering customer inquiries, providing tech support, or managing order processing. Consider whether you will handle this in-house or if support outsourcing services through a BPO or outsourcing solutions would be more efficient.
2. Create a job post. Write a detailed job post that includes the responsibilities, required skills, and preferred qualifications for the role. Be sure to mention any specific tools or software (e.g., CRM systems) the agent will need to use, and if the position is part of an outsourced customer service strategy or a traditional in-house team approach. Including metrics for service performance, PCI compliance, and quality assurance expectations will also help attract the right candidates.
3. Screen candidates. Review the profiles of potential candidates, paying close attention to their experience, communication skills, and feedback from previous clients. Look for candidates who have experience in call centers or contact centers, especially those who have worked with outsourcing companies providing call center services and tech support.
4. Conduct interviews. Schedule interviews with shortlisted candidates to assess their communication skills, problem-solving abilities, and how well they fit with your company culture, whether it's for in-house or outsourced customer support roles. Assess their proficiency in English if your customer base requires it.
5. Hire the right agent. After evaluating candidates, select the phone support agent who best meets your specific needs and proceed with the onboarding process. Whether you're building an in-house team or expanding through outsourcing, the right hire will be pivotal to your customer service operations and overall service quality.

How to write a phone support agent job post

Creating an effective job post is key to attracting the right talent. Follow these steps to write a job post for a phone support agent:

1. Job title: Choose a clear and descriptive title that reflects the role. Examples include:
• Phone Support Agent for E-commerce Platform
• Customer Service Specialist with CRM Experience
• Technical Support Representative for SaaS Product
2. Project description: Provide an overview of the role, including the specific responsibilities and tasks the phone support agent will handle. Mention any industry-specific knowledge or technical skills that are required. Clarify whether the position is part of an in-house team or if you're working with an outsourcing company to manage your customer support services.
3. Qualifications: List the essential qualifications, such as strong communication skills, experience with CRM systems, and the ability to handle high call volumes. You might also include preferred qualifications like experience in a specific industry, working in BPO settings, or familiarity with omnichannel customer interactions including social media, chat support, and email support. Consider candidates with experience in quality assurance and meeting PCI compliance standards.
4. Project length and details: Indicate whether the position is for a short-term project or a long-term role. Include details about the working hours, expected call volume, and any other relevant information that will help candidates understand the job requirements, such as time zone considerations or real-time customer support needs.
5. Call to action: Encourage qualified candidates to apply by highlighting what makes your company or project exciting to work for. Mention any unique opportunities for growth or the chance to work with a dynamic customer support team in a call center or contact center environment.

Common phone support agent services

Phone support agents offer a variety of services that are essential for maintaining customer satisfaction. Here are some common services provided by phone support agents:

1. Customer inquiry management. Handling inbound calls from customers with questions about products or services, ensuring that they receive accurate and helpful information. This can be managed by both in-house teams and outsourced customer support providers.
2. Technical support. Assisting customers with technical issues related to products or services, guiding them through troubleshooting steps to resolve their problems. Often, outsourcing companies provide specialized technical support through their BPO services.
3. Order processing. Managing orders over the phone, including taking payments, updating order statuses, and providing shipping information. This service is commonly offered by call centers that handle outsourced customer service for small businesses.
4. Complaint resolution. Addressing customer issues, de-escalating situations, and working towards a satisfactory resolution to maintain customer satisfaction and customer retention.
5. Feedback collection. Gathering customer feedback during calls and documenting it for further analysis, helping businesses improve their offerings based on customer insights. This is often integrated into customer support services provided by outsourcing partners.
6. Chat and email support. Providing chat support and email support as part of an omnichannel approach to customer service, ensuring customers can reach out through their preferred communication channels. This is increasingly handled by outsourcing companies as part of a comprehensive customer service team.
7. Quality assurance and real-time support. Ensuring service quality through regular quality assurance checks and providing real-time support to customers across different time zones. This is particularly important for businesses that need to maintain high standards of service and responsiveness.
8. Help desk support solutions. Phone support agents can also be part of a dedicated team providing help desk support, assisting customers with troubleshooting, problem resolution, and general inquiries. Help desk roles are often integral to customer service provider offerings, ensuring that customers receive timely and accurate assistance.

FAQ

How do I hire a phone support agent on Upwork?

You can hire a phone support agent on Upwork in four simple steps:

1. Create a job post tailored to your phone support agent project scope. We’ll walk you through the process step by step.
2. Browse top phone support agent talent on Upwork and invite them to your project.
3. Once the proposals start flowing in, create a shortlist of top phone support agent profiles and interview.
4. Hire the right phone support agent for your project from Upwork, the world’s largest work marketplace. This can be part of an outsourcing strategy or an in-house approach.

What qualifications should a phone support agent have?

A phone support agent should have excellent communication skills, experience in customer service, and the ability to handle high call volumes. Familiarity with CRM systems, BPO environments, and omnichannel support channels, such as social media, chat support, and email support, can also be valuable. Experience in quality assurance and PCI compliance is also beneficial.

How long does it take to hire a phone support agent?

The time required to hire a phone support agent depends on the quality of your job post and the availability of candidates. On Upwork, it’s possible to receive proposals within 24 hours and hire a suitable candidate shortly thereafter, whether you're outsourcing or hiring for an in-house team.

Can a phone support agent work remotely?

Yes, many phone support agents work remotely, providing services from their home offices or other remote locations. This allows businesses to access a global pool of talent and find the best fit for their needs, often through outsourcing companies that specialize in outsourced customer service and call center services. See hourly rates for in-demand skills on Upwork.

How does pricing work for outsourcing phone support services?

Pricing for outsourcing phone support services varies depending on factors like the volume of calls, the complexity of support required, and the specific call center services provided. Many outsourcing companies offer flexible pricing models that can be customized to fit the specific needs of both small businesses and large enterprises.

Hire a phone support agent on Upwork

Ready to enhance your customer support team with a skilled phone support agent? Whether you're considering outsourcing through a BPO or building your in-house team, Upwork can help you connect with top professionals today. Sign up for Upwork, post a job, and find the right service provider to meet your business needs.