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

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