7 Skills You Need in a Call Center

7 Skills You Need in a Call Center

Working in a call center requires specific skills for you to succeed. You need to have good communication skills, patience, empathy, the ability to solve problems quickly, and resiliency. You need to handle pressure well and bounce back after every call. A good memory, sufficient product knowledge, and the ability to think on your feet are also essential skills you need to master. Working in a call center is a fun and fulfilling job; however, there are many challenges in this line of work. Having the right skills, attitude, and know-how will equip you to succeed as a call center employee.

1. Communication Skills

Communication skills is the most crucial skill that one must have when working as a call center agent. This includes the ability to use the English language clearly and adequately. Proper grammar, syntax, subject-verb agreement, and tone of voice are part of this skill. On the other hand, communication skills also include explaining ideas, instructions, and information clearly and knowledgeably. It is the ability to show your customer that you are an expert in a particular subject matter and help them resolve their concerns.

2. Active Listening

Active Listening is the ability to listen and understand something well. It is essential in doing call center work because your task is to listen to and resolve issues. Without active listening, you may make mistakes in providing information and resolution to your customer’s problem. To gain active listening, you must be able to paraphrase what is said to you to show understanding and acknowledge that you got what the customer said. Aside from comprehending the customer’s concern, this also allows you to think of the answer to the problem quickly.

3. Empathy

Empathy is the ability to sense someone else’s feelings and emotions. It is being able to relate to another person’s feelings and problems and show genuine concern for them. Empathy is different from sympathy. Sympathy is just being able to understand someone in your point of view. On the other hand, empathy puts yourself in the same shoes as another person.
Customers prefer speaking to a live person rather than doing an automated transaction or using an IVR because they need a real person to listen to them. That person is you. So you need to be empathetic and show sincerity in dealing with their concern.

4. Excellent Product Knowledge

Customers call the hotline because they need expert advice on their problems. And for you to offer that expert advice, you must first have mastery of the account and product specifications in your respective line of business. To gain ample knowledge about the account you are working for, the company will provide you with training. However, the knowledge you get from the training is just a third of the know-how you would need to answer calls and fix issues and concerns. Being mindful of each call and learning the nitty-gritty of your account is the most important thing you need to have to become an expert. Once you fully master your account’s ins and outs, you will be able to resolve issues quickly and provide customers with highly satisfactory service.

5. Ability to Multitask

When taking in calls, you will be faced with doing several different tasks simultaneously. You will need to answer calls quickly and politely. You will also need to pull up the customer’s information right away. Aside from that, it would help if you typed fast to document what was happening in the call. And to top it off, you will need to provide a solution to the customer’s concern while doing all the other things mentioned above. Multitasking is essential because it allows you to address the customer’s concern speedily and deliver results right away. To multitask, you need to be computer savvy to navigate different tabs easily. It would be best to learn how to touch type to document the call quickly. Finally, mastery of your product allows you to give answers without searching for it in your account’s database.

6. Resiliency

Resiliency is the ability to bounce back from difficult situations. It is when you can smile despite the difficult call you have handled. It allows you to treat each call as your first call for the day. As a call center worker, you will face many irate callers. You need to remember that they are not angry at you, they are just frustrated about a particular issue about their product or subscription, and they need your help to fix the problem. Don’t take it personally when the customer gets upset. They need understanding and assistance.

7. People Skills

BPO companies typically employ hundreds or even thousands of people at any given time. The call center “floor” or the operations area sits a minimum of about fifty to up to even five hundred or more employees at any given shift. This means that many people will be working on the floor with you. Great people skills

 will allow you to relate to other employees and interact with them smoothly. You will be spending about nine hours in the office, so you need to have a good relationship with your teammates, team leader, and the other agents. On the other hand, if you work from home, people skills will connect with your coworkers. It will help you fight cabin fever and even gain friends from work. Having the right know-how and mindset will help you work well as a call center agent. Want to find that company that will equip you with the right skills to succeed in the BPO Industry? Join us at Metacom BPO.