We often get this question a lot, some people think there is
a specific program that they need to study in order to become agents, we beg to
differ. To qualify to be a call center agent is not entirely academic but based
on the study we did since we began in 2020 - the most capable individuals
possess the following 7 key skills:
1. Communication
First and foremost, you will need excellent communication
skills. Some say you can learn them while working as a call center agent.
Whilst this is true, you will need some level of communication skills, to begin
with. This job definitely isn’t for people who don’t like talking or have a
hard time interacting with people.
2. Flexibility
You will need to be flexible on various levels when it comes
to working in a call center. This is not only when it comes to your overall
availability, too. For example, working on weekends and during holidays, you
need to be flexible.
This also includes your interactions with customers.
Everyone is different, and sometimes you may find yourself having to deal with
difficult clients. Therefore, you will need to be flexible enough to leave your
own personal opinions at home and realize that in a call center, the customer
is (almost) always right.
3. Multitasking
Another necessary skill is the ability to multitask. Being
able to manage several different responsibilities at the same time is becoming
an increasingly desired skill among service representatives. Why? Working in a
call center isn’t just about speaking over the phone all day. It also involves
writing emails, taking notes, checking various pieces of information, managing
online chats, and more. Without the ability to multitask, you may find this job
challenging and chaotic at times.
4. Efficient problem-solving under pressure
Probably one of the most important skills that you need to
possess is problem-solving. Call centers exist to solve customers’ problems and
respond to inquiries. Many of those customers can be very demanding and
aggressive. As such, you will need to be able to meet their expectations and
solve their issues with a cold head. Without patience and basic problem-solving
skills, it can be very difficult to do your job effectively.
5. Customer-focused outlook
As already mentioned, customers are always right – even when
they’re not. For this reason, you will need to have a customer-focused outlook
on your job. If you know how to take care of others’ needs without being
selfish, a career in a call center could be perfect for you.
6. Organization skills
As with all job positions, you will need to stay organized.
Every workplace has its own rules and policies that should be respected. Whilst
this isn’t something new, you may need to prepare yourself for specific
organization and management rules.
Good organizational skills will also allow you to focus on
the important aspects of your job, manage your time well, delegate tasks
efficiently, and reduce unnecessary clutter.
7. Knowledge retention
This skill makes information transferable. In order to
provide customers with the highest level of support, agents must be able to
memorize a lot of information about their company and its products or services.
It is also important for call center agents to know who to contact when they
cannot resolve an issue.