The 7 Skills Every Call Center Agent Needs
Publié le 28 October 2022
Learn the 7 skills every call center agent needs in order to enter and grow in this in-demand job role.
Every time you call a product or company support line, it is answered by a call center agent. Using a computer, phone line and headset, they provide information, support and answers to various issues and problems faced by callers. This job role is structured, accessible and can be performed remotely. For these reasons and more, working as a call center agent is an in-demand job role. Learn about the 7 skills every call center agent needs to excel and succeed in this job role.
The 7 Skills Every Call Center Agent Needs
- Communication
- Organization
- Motivation
- Problem solving
- Patience
- Empathy
- Tech
Communication
It is obvious that every call center agent needs to have strong communication skills. The ability to communicate with customers and clients are key tenants of the job. Communication involves the ability to listen to a person, recognize their specific problem, devise a solution and express it to them in an actionable manner. Call center agents need to be comfortable speaking to people whom they have never met, and who very likely will be feeling frustrated from the first moment of the call. Whenever communication issues do arise, it is up to the call center agent to try different methods and tactics in order to rephrase and re-express the information that a caller is looking for.
Organization
Call centers typically have specific workflow programs designed to guide the flow of callers and ensure they are answered by the correct person. Call center agents need to be able to keep their work organized and clear when dealing with a high volume of calls. Given the fact that a returning caller will likely be speaking with different agents, it’s important for agents to leave detailed notes and logs organized in a clear manner. This way, another call center agent will be able to quickly surmise the existing issues experienced by a caller and get to work addressing them correctly.
Motivation
One of the benefits of working as a call center agent is that many of these jobs are now being performed remotely. Despite efforts to get workers to return to the office, remote and hybrid working arrangements remain very popular with working professionals. Call center agents remains an in-demand remote work job and is perfect for people with the ability to self-motivate. Given the remote work means that colleagues and supervisors are not in the same physical space, workers have to be able to keep themselves motivated on their own. Every call center agent needs to be able to prove that they complete their assignments on their own, with minimal supervision and guidance. This will allow them to be successful in the job role.
Problem Solving
Knowing how to solve problems efficiently and effectively is a key skill all call center agents need to have. Many people will only place a call when they have a problem that needs to be addressed. Whether it be questions about a product, delays in shipping, product errors or other issues, call center agents must be able to provide the right solutions. If you cannot provide the exact answer that a caller is seeking, the ability to find a different solution that will hopefully address their situation. Being able to problem solve involves having a detailed knowledge of a company, its products and services, and how they are being used by customers and clients. This understanding will help call center agents find the right solution that will improve the experience of a customer and ensure they remain with the company.
Patience
For call center agents, addressing issues, solving problems and providing information will be most of their work life. It’s important to remember that for callers, this will likely be their first encounter with these issues. There is a strong chance they will not know exactly what caused the issues and will need to be taught the steps required to address them. All this means that patience is a skill that all call center agents need to have. Callers will not have nearly the same level of familiarity with a company’s products and services, so agents must be patient with callers as they learn throughout the process. A lack of patience will be as frustrating and stressful for the call center agent as it is for the caller, so this skill is a must-have for to ensure as pleasant an experience as possible for everyone involved.
Empathy
Every call center agent has horror stories about rude and demanding callers, but it is still important to empathize with the person on the other end of the phone call. Facing a problem and admitting you need assistance does not come easy for everyone. There is a good chance that callers will be feeling frustrated and even embarrassed when they place their call. This does not mean that call center agents have to put with extremely hostile and upsetting behavior from callers, but rather have the ability to understand the source of their frustration and negative emotions.
Tech
One benefit of working as a call center agent is that the requirements are often open to many people with various professional backgrounds and experiences. For certain call center agent roles, however, there will be a requirement for specific technical skills. Agents working the phone lines in a tech support or IT information capacity will obviously need to have specific technical knowledge in order to provide answers for callers. Employers would be wise to invest in training and learning opportunities for call center agents who have already demonstrated the previous transferable soft skills. Tech evolves at a very rapid pace and a learning culture will help ensure that agents remain up to date and equipped to tackle all possible tech support problems.
Call center agent is an in-demand role that offers many potential benefits to applicants. If you have the 7 skills every call center agent needs to succeed and grow in the role, it could be a great career path. Find the call center agent job that’s right for you and apply today.
