Essential Qualities of a BDC Agent
With the Manager in place, it’s wise to include them in the process of recruiting BDC Agents, if possible. This ensures personality alignment. After all, it’s their team.
There’s a few crucial traits that BDC Agents should possess: Strong communication skills. Ability to prioritize listening. Highly engaged and trainable. Yet it’s often the “softer” skills that determine candidate success. Qualities like empathy, conversational attentiveness and emotional intelligence.
It’s important to keep in mind that the job of a BDC agent isn’t an easy one. Repetitive, stressful and performance-based, it’s not a surprise that the agent turnover rate is 30 to 45%. That’s a lot of new people coming in and out, along with wasted time and money spent on training. An experienced recruiting specialist significantly reduces churn by applying deep insight and expert assessment of the character traits that lead to success and longevity.