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Jaime Cabrera
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Sr. Executive Director

7 Skills of a Great Call Center Agent - Sophia Belnap - Blog

7 Skills of a Great Call Center Agent

Call center agents serve several roles, including acting as a representative of the companies that utilize the call center and resolving issues for that company. To represent the brand appropriately, they must have several exceptional skills. Working as a call center rep can be challenging; it takes a particular type of personality and specific skills to be a good fit.

1. Ability To Listen Actively

As with negotiation training, working as a call center agent requires listening carefully to understand the customer's problem. Some callers may not be technologically fluent and may have trouble describing the issue. Some may ramble on or be very emotional throughout the call. Therefore, the agent should have a good listening capacity for all calls to catch all necessary details.

2. Ability To Communicate Clearly

Call center agents must have the ability to communicate clearly through all types of situations and with all kinds of people. They need to be relatable while still being able to discuss and work through technical issues. They often need to understand technical terms but relay the information clearly and concisely to keep the customer calm and satisfied with the outcome.

3. Patience To Listen

Call center reps must have a lot of patience. There will be customers who are challenging to please. They may be angry, impatient or have a difficult time understanding technology. A caller will remember when someone is patient with them, especially if they present a challenge. This will work to strengthen the brand's reputation. Similarly, a bad experience with a customer service representative can cause the company to lose business.

4. Empathy

A call center agent who possesses empathy can go far to calm a distraught customer. They will feel like they are actually heard rather than viewed as just another caller with a problem. Some customers are upset about a product or service not working like they had hoped. Some are angry and want a refund. Some customers are worried that they spent their hard-earned money on something that has become useless. An empathetic representative can understand the customer's feelings and has probably even been in a similar position in the past. They can let the customer know they understand and show that they are acting in their best interest to resolve the problem.

5. Thorough Understanding of the Products and Services

Call center agents must have in-depth knowledge about the products and services the company they represent offers. The customers will not feel confident if they call and the person on the other end doesn't have any answers. They not only need ways to resolve technical issues but solutions for complaints.

6. Ability To Organize

Organization is an essential aspect of working at a call center, especially if they take many calls throughout their shift. Time management skills are critical to getting through their workload. They also must be able to make effective, clear notes for themselves and other employees who may need to access the file.

7. Ability To Problem Solve and Work Independently

Call center agents must have good problem-solving skills. After all, resolving various issues is the main reason most of these representatives are there. Many of these reps handle a large volume of calls each day. Therefore, understanding how to provide a quick, satisfactory resolution to the customer's problem will allow them to continue to help others that need assistance without leaving them on hold, only to grow more upset. It is also essential that the agent can work independently and be flexible in handling various issues. It requires quickly and accurately defining the problem and finding the best solution to meet everyone's needs sufficiently. Every call will be a little different, so the agent will need to be able to know how to adapt appropriately. 


Call center agents must have more than just a pleasant phone voice. Only can someone who has worked in this field honestly appreciate what it takes.

Publish Date: April 26, 2022 12:48 AM

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