Necessary skills for Call Center Agent: skills and requirements
General requirements of a Call Center Agent
• Excellent communication skills, both verbal and written
• Strong problem-solving abilities and ability to think on your feet
• Ability to handle high-stress situations and remain calm under pressure
• Proficient in using computer systems and navigating multiple software applications simultaneously
• Previous experience in customer service or call center environment preferred
Skills and Behaviours for a Call Center Agent
Administrative Assistance
Data Entry
Customer Management
Client Relations
Customer Service
Complaint Management
Customer Service
Monitoring & Evaluation
Monitoring
Reports
Prospecting
Cold calling
Prospect Qualification
Sales prospecting
Telemarketing
Verbal Communication
Oral Communication
Communicating information
Active Listening
Asking the right questions
Influencing and persuading others
Synthesizing information
Customer Orientation
Demonstrating positive attitude towards resolution
Solving customer issues within timelines
Understanding customer needs
Problem solving
Identifying and anticipating problems
Making fact based decisions to solve problems
Working with others to solve problems