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How to Develop Skills for a Call Center Career - Finnegan Pierson - ContactCenterWorld.com Blog

How to Develop Skills for a Call Center Career

 

In order to excel in any profession, one needs to have the right skills for the job. Therefore, whether you run a business or simply work for one, the only foolproof way to succeed where others fail is to hone your skills to a razor’s edge. This is doubly true when the profession in question is social in nature. Here are some examples of skills that will help you succeed in a call center business and how to achieve them.

Reading Skills

Second only to speaking, reading is a fundamental part of working in a call center. While you need to speak to potential customers over the phone, you’ll also need to be reading from a script. Therefore, it is essential that you have the ability to not only read, but also comprehend the material in order to speak it clearly and convey it effectively. One sure fire way to achieve the necessary reading skills is to pursue an online masters in reading and literacy. The program that corresponds to such a degree will prepare you for reading dense and complex material, as well as simply reading more efficiently. This means that quickly internalizing technical information and conveying it to others will be much easier. Having a degree is also a great first step for any profession, even in many cases in which the degree doesn’t correspond to the job for which you are applying.

Speaking Skills

As mentioned above, there’s really only one skill more important to a call center job than speaking. Not only is speaking a more crucial part of the call center profession, but it is also a difficult skill for many to grasp. Public speaking is frequently cited as the greatest fear for many, and that means it can be like pulling teeth to start training yourself for this valuable skill. Schools of all kinds typically provide some mandatory public speaking requirements, but it is recommended that you take courses dedicated to the craft of speaking publicly in order to develop this skill to a professional degree. Debate and public speaking courses are available in high school and college, and these courses will commit you to hone this craft at length, all while giving you important tips with which to increase your confidence and skill level, as well as some writing and logical skills.

Social Skills

While similar in nature to speaking skills, social skills are both more broad and more esoteric. While many people have a natural gift for social situations, many struggle in this department, and that shares a root cause with the fear of public speaking: lack of confidence. The most common recommendation for improving social skills is simply to socialize. Most humans have innate abilities that concern fitting in with others and responding to even minute microexpressions in order to intuit the mood of other people, but like any skill, it requires practice. However, there is another side to social skills that is a little more cognitive in nature, and actively thinking about your demeanor is just as important as intuition. While many situations require you to read the room in order to decide what is or isn’t appropriate, certain topics are generally considered taboo; these topics should be avoided. However, the reigns can be loosened quite a bit for comedians, for example, or other individuals who seek to use controversial material in order to make a greater point. In either case, one needs to know based on context how to act and what to say. Part of what this means in any professional environment is to always maintain a healthy distance. You should never get angry with customers, even when they’re angry with you.

 

Like any other profession, there is a certain set of skills one needs in order to excel while working in a call center. Likewise, this set of skills is no different than any other in terms of how to obtain it. An adequate education and ample practice are the fundamentals of building any and all skills. Using this guide, you’ll be able to hone your abilities for a call center job, as well as many other socially focused careers.

Publish Date: June 19, 2020 2:23 AM

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