Call center agents, also commonly referred to as customer service representatives (CSRs), musthave communications skills of the highest order because they must provide support tothe public, particularly paying customers. If they donot possess that basic trait, then they must get the necessarytraining. This training can come from either inside or outside an organization.
Companies frequently host their own training sessions for their CSRs. This is generally part of the new employee'sonboarding process. During these sessions, employees learn more in depth about the company's products and services, so they can answer customers' inquiries regarding themintelligently and articulately.
This training is essential since employees may have no other way to learn about the productsat such a granular level.However, companiesmay also choose to outsource training and have a vendor supply this learning tonew employees.
CSRs must have fundamental computer skills, such as executingkeystrokesand performing tasks inMicrosoft Word and Excel or another spreadsheet application. They must do so quickly and efficiently since they must input a great deal of data in a short amount of time.
A college education may not always be necessary. Sometimes, a high school diploma is sufficientfor a job as a CSR.