What Skills Are Needed to Work in a Call Center?


Quick Answer

Skills needed to work at a call center include patience, communication skills, listening skills, the ability to think quickly and multiple language skills. Call center employees are required to be efficient and able to follow direction.

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Full Answer

Call center employees typically have to deal with frustrated people who are having trouble using a product or do not understand a product warranty. It is therefore important for the employee to remain calm and assist the caller with resolving the issue. It is equally important that the employee is able to help the caller to effectively outline his concern or problem.

Good communication skills ensure that calls are handled effectively. It is important that information between the caller and the employee is exchanged in a way that both parties understand. To achieve this, the employee should have an easily understood and even speaking voice. They should also be able to hear and understand verbal cues to communicate effectively.

Good listening skills are equally important when working at a call center because callers may want to share complex issues or positions. Additionally, the employee should ask pertinent questions and reiterate the facts back to the caller to foster a successful exchange.

Call center employees often deal with objections from callers making it important that they are able to think quickly and react fast. The ability to think quickly also helps to increase turnaround and call volume.

Lastly, multilingual call center workers are regularly sought after by companies that handle international calls and are essential to business success.

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