Call centers are typically large phone banks in which incoming calls are received and outgoing calls are made on behalf of both large and small corporations. Some call centers focus on customer service or tech support, while others conduct phone sales and surveys. Employees of call centers must be efficient and able to follow direction. Most of all, call center workers should enjoy spending time on the phone talking to strangers.
Often, calls that come in to call centers have frustrated people on the other end of the line. The caller may not understand a product warranty or may be having trouble using a product he purchased. A call center worker must exercise patience in dealing with frustrated callers. You must be able to remain calm, help the caller outline his problem or concern, and assist him with resolving the issue or pointing him to a more appropriate resource.
Good communication skills are essential to handling calls effectively, ensuring that the appropriate information is exchanged in a way that both you and the caller understand. This means having an even, easily understood speaking voice, and the ability to hear and understand verbal cues that can indicate the tone and mood of the caller’s voice.
Good listening skills are as important as good speaking skills. Callers may want to vent or to share a complex position or issue. A successful exchange involves listening to the caller, asking pertinent questions and reiterating the facts back to the caller.
Skills of Persuasion
Persuasive skills are vital to center jobs that focus on selling products or services or conducting surveys. People who pick up their phones and find a stranger on the other end asking them for something can become rude, condescending and dismissive of the call. Being able to keep the person on the line, despite objections, and successfully complete the purpose for your call is a significant trait.
Ability to Think Quickly
Call center sales positions often require quick thinking and fast reaction to potential objections. Understanding how to read someone’s voice and devise a convincing pitch mid-conversation is a highly useful skill. Quick turnarounds also allow you to increase your call volume, another desirable trait in a call center employee.
Multiple Language Skills
In an ever-expanding global economy, call center workers who are multilingual are frequently sought after. Employees who can converse with callers in many languages are a major asset to a company that handles international calls.