Workforce Management Featured Article
So You Want to be A Call Center Agent
If you are considering working as an agent in a call center, there are a few job requirements that every potential candidate needs to consider before leaping into the industry. Here are some vital skills one must possess in order to succeed as a call center agent.
A well-oiled call center is a group of productive, rotating agents; every agent is an important piece of the puzzle and if one piece goes missing, the workplace could stumble. That is why it is imperative to be prepared for the ups and downs that go along with the job starting with possessing impeccable people skills.
If an agent spends an 8-hour shift (possibly longer) resolving problems, handling crisis, and listening with compassion, they must like human interaction. If agents cannot communicate properly communicate in an omnichannel environment and aren’t considered a “people person” then it is not a good fit. Listening is key so if you like hearing problems and being a problem solver, a position in the call center could work nicely.
It may be a call center but even over the phone, consumers can sense an agent’s mood. It is not about you, the employee but rather the frustrated caller on the other end who just wants to seek resolution. So, if you are not someone who can leave personal issues at home or maintain professional demeanor, even via telephone, again, this may not be the ideal position.
Call centers are number and goal driven so if you cannot handle the heat, stay out of the kitchen, so to speak. Agents must excel under pressure. This includes being monitored, tracked, reported, etc. And the call center just happens to be extremely structured and rule based but can offer incentives and rewards along the way.
All agents must be able to adapt to an ever-evolving world where customers may be apprised of a product before the call center team. Maintaining a calm demeanor even when overwhelmed and surprised is of the utmost importance for success.
Finally, teamwork is inevitable but there are many times where agents will handle issues solo. The ability to work alone and feel comfortable being independent is extremely important. Sometimes, a call center can be short-staffed due to scheduling or absenteeism so the agents have to work with what they have so if you can work together and alone just as comfortably, it looks like you may be ready to be a call center agent.
Edited by Maurice Nagle
