Pursuing a career as a customer service agent at a call center is an exciting initiative. If you’re considering this career path, it’s important to know what to expect, whether you might qualify, and how to highlight the right skills on your resume. Additionally, it’s essential to make your skills align with what a hiring manager needs.
What Is Available in a Call Center Job?
Call center jobs include a wide range of tasks. The overall goal is often to provide support to the customers of various businesses. Some of these jobs include more than simply answering inbound calls, but that is often a big part of a call center role.
Other services within a call center include providing tech support to customers, outbound cold calling, telemarketing, and lead generation. There are many benefits of working in a call center to explore.
What Are the Roles Within a Contact Center?
There are many different roles in a call center. If you believe you are skilled at listening and solving issues, you may find a home as a call center agent or customer service agent or director.
Are you more analytical and used to planning successful logistics? Perhaps you may find the right place as a leader of operations, resource planning analyst or quality assurance position.
If you’ve successfully learned how to lead people, you can expect to move up in a call center where there is a need for team leaders, managers, and trainers.
Some other positions that are open for your consideration may include digital contact and market research.
There are always a wide variety of positions to try your hand at – and the good news is you can start in one place and quickly advance as you develop your skills.
What Qualifies You to Work in a Call Center?
Jobs in a call center often involve dealing with customers. Some customers have a problem that needs to be resolved, while others may be just looking for information. Whatever the customer needs, the agent must be ready to provide the assistance.
The following are some qualities of successful call center workers:
- Active listening
- Attention to detail
- Conflict resolution
- Effective communicator
- High emotional intelligence quotient
- Interpersonal skills
- Empathetic
- Negotiation skills
- Open-mindedness
- Patience
- Persuasiveness
- Time management
While it’s important to have many of the skills mentioned above, there is a key skill that stands out above the others. This vital skill is communication ability. Since you will be dealing with customers over the phone and online throughout the day, it is essential to have strong verbal and written communication skills. You will rely on these characteristics to diffuse problems that may arise, solve customer issues, and effectively provide information to the customer.
When it comes to technical qualifications, as long as you have a working knowledge of computers, you will be able to manage the tasks required for the job. Some of the specific abilities you should have include basic keyboarding and a knowledge of email and chat etiquette and functions.
The particular call center you work for may have its own online product catalog you’ll need to access. Additionally, they may have other software that you will be trained to use.
What Are the Duties of a Call Center Worker?
You don’t need extensive experience, a college degree, or advanced computer skills for a call center job. You can learn many of the duties on the job. Some of the tasks you may need to perform in this position include handling customer phone calls, navigating customer complaints, gathering customer feedback, processing orders and payments, cold calling, explaining product or service information, and following up on customer issues.
What Are Good Skills to Say You Have on Your Resume?
When it comes to your resume, it’s a good idea to tailor the skills and experience sections to the needs of the job to which you are applying. Read the job description and be sure to start your cover letter or resume on a positive note with an outline of your relevant skills.
Mostly, a call center with a positive company culture is looking for bright and energized people who want to learn and begin the steps to a great career. If this is you – apply today!
Connect with a Great Call Center Today!
At Seguros Confie, we are always looking for qualified agents to add to our diverse team. We have the company culture to help you succeed and excel. We value and respect the talents you have to bring to the table. If you are excited about the possibility of working at a call center, contact us today!