Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

8 Most Important Qualities Of A Call Center Agent - PlayVox - Blog

8 Most Important Qualities Of A Call Center Agent

A contact center can have all the latest software and top-of-the-line technology, but none of that matters if you don't have the right agents. A customer's experience with a call center can often be the determining factor when deciding whether or not to continue doing business with a company. This is why hiring quality agents is so essential to meeting your customer's needs and exceeding their expectations.


Keep these eight important qualities of a call center agent in mind during your hiring process to ensure a smooth call center experience for both your agents and your customers.

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



1. Creative problem-solving

A call center agent will deal with a variety of challenges every single day. However, there is not always a one-size-fits-all solution. This is why call centers are starting to move away from word-for-word scripts and are adapting to a more flexible model.

                                         **The secret to training a multi-generation call center**

By being able to tailor make a solution, agents can ensure a positive customer experience that will resolve the issue in an efficient and timely manner.

**How to train agents to personalize customer service**

2. Empathy

Being an agent is hard. Having to endure unhappy and sometimes rude customers can be exasperating. That's why one of the most important qualities of a call center agent is the ability to emphasize. Agents who can develop a strong rapport with a customer and make them feel like someone is listening and understanding their problem will go a long way in developing strong brand loyalty.

                                      **3 secrets to building customer loyalty in the call center**

If customers feel don't feel validated, they won't have a positive experience and will likely take their business elsewhere.


3. Organization

Working in a busy call center requires excellent organisation skills. A successful call center agent needs to able to juggle multiple tasks at once. Whether it is checking the CRM, updating records or taking notes, agents need to complete all these tasks quickly and accurately.

                   **Call center software you need to get ahead of the competition in 2017**

4. Effective communication skills

Effective communication is essential to the call center experience. It touches on every single aspect of the job and is a necessary skill in becoming a successful agent. Call center agents need to use clear language, proper etiquette and be able to convey instructions in a way that is understood the first time around.


But communication doesn't end at speaking. Highly skilled communicators also need to be active listeners and have the ability to digest information and quickly convey a solution.


To foster communication skills in the workplace, use role playing scenarios when training or interviewing to see how agents might listen, respond and resolve a typical problem in the call centre environment.


5. Calm under pressure

One of the reasons call centres see such a high staff turnover rate is burnout. Agents who aren't able to deal with the daily influx of frustrated callers end up demotivated and hating their jobs.

                                             **Signs of employee burnout and how to avoid it**

A highly skilled call center agent can handle the pressure when customers start venting, and diffuse the situation by keeping their cool when a caller starts yelling at them over the phone.


Make sure you hire someone that is emotionally stable and reliable to be able to deal with the call center environment.


6. Good memory

To be able to provide high-quality support, call center agents need to be able to memorize a large amount of information. In the fast-paced call center environment, there is not enough time for agents to look up answers to common questions.


After the training period, quality employees should be able to recall answers to frequently asked questions easily and troubleshoot without hesitation. Plus, customers will trust agents more if they can answer confidently and quickly and will be less frustrated if they aren't always being put on hold.

7. Optimistic

Dealing with people on a daily basis is never easy. With the high number of irate customers that phone in every day, it's important to have employees that don't take it personally. This is why optimism is one of the most important qualities of a call center agent.


Call center agents who can remain positive when a customer is frustrated can help add to a positive experience by making the client feel validated and heard rather than rushed and unimportant.


8. Team player

While fielding incoming calls is a solitary task, successful call center agents still need to be able to work in a team. Agents should enjoy teamwork and demonstrate qualities like assertiveness and sociability. These kinds of agents can help to positively affect the atmosphere in the call centrer by boosting overall performance and morale.

**4 non-monetary ways to boost agent performance in your call center**


With over 85 percent of companies with quality customer service outperforming their competitors, it is more important than ever to have the right people serving your various channels.

Keep these eight important qualities of a call center agent in mind during your next round of interviews to ensure you only hire the best of the best.


Publish Date: January 20, 2017 5:00 AM

2020 Buyers Guide Speech Technology


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151


Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)

View more from PlayVox

Recent Blog Posts:
How To Improve Your Customer Service With Quality AssuranceJune 23, 2017 5:00 AM
Benefits Of Using Both CRM & QA Software TogetherApril 5, 2017 5:00 AM
4 Best Practices Of Using QA Software In The Contact CenterMarch 31, 2017 5:00 AM
Boost Your Contact Center QA With PlayVox’s Third-Party IntegrationsMarch 29, 2017 5:00 AM
5 Ways Your Call Center Can Seduce Millennial Customers And Turn Them Into Raving FansMarch 24, 2017 5:00 AM
Lowering Inbound Call Volume To Improve Your Customer ExperienceMarch 17, 2017 5:00 AM
How To Use Customer Satisfaction Surveys To Gain Actionable Insights For Your Call CenterMarch 15, 2017 5:00 AM
How Upwork Improved Their Customer Service And Upskilled Their Agents With PlayVoxMarch 10, 2017 5:00 AM
5 Ways Virtual Agents Can Improve Website Customer EngagementMarch 8, 2017 5:00 AM
How To Ensure Data Security And Privacy In Your Call CenterMarch 3, 2017 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =