Why this matters:
Call center representatives should have at least a secondary school-level education. Depending on the employer’s business needs and the position, a university degree or professional certification may be required. Most call centers will require their agents to have good writing skills, excellent reading comprehension, and basic math skills. Experience working in a call center or customer-facing role is preferable.
What to listen for:
- Secondary-level or higher education
- Experience in customer service
- Basic reading, writing, and math skills
Why this matters:
Depending on the location, the nature of the company’s business, and the clientele they serve, companies may require call center employees to speak more than one language or prefer those who do. Candidates should be able to prove their fluency and exhibit native or near-native proficiency in each one of their chosen languages. Previous work experience in their chosen languages is preferable.
What to listen for:
- Native experiences with each one of the languages
- Formal instruction in each language
- Experience providing customer service in their languages of choice
Why this matters:
Call centers involve the use of one or multiple systems to control the flow of incoming calls, access customer information, or make adjustments. Candidates should have experience working with similar systems or have the computer literacy skills to successfully train in them. Depending on the company and the scope of the position, they may be required to work with live chat support, dashboards, and ticketing systems.
What to listen for:
- Call center experience
- Excellent computer skills
- Ability to learn how to use new systems quickly
Why this matters:
Effectively handling difficult situations is key for providing good service, enhancing company reputation, and promoting customer retention. Candidates should understand the importance of listening, remaining calm, and de-escalating during conflict. They should be able to draw from tools such as refunds, discounts, or payment plans to provide customers with solutions that are beneficial for both parties.
What to listen for:
- A focus on active listening
- A solid understanding of the importance of de-escalation in conflict resolution
- Ability to work through confrontation
Why this matters:
Successful call center representatives should strive to go above and beyond to provide memorable customer service experiences. Candidates need to demonstrate empathy and a customer-oriented mindset that prioritizes positive interactions, enhances the company’s brand, and ensures good communication. They should project a warm and friendly demeanor, and demonstrate appropriate use of language and tone.
What to listen for:
- Understanding of the importance of positive customer interactions
- Proper use of language and expressions
- Excellent communication skills
Why this matters:
Problem-solving and critical thinking skills are essential for call center representatives to work through difficult situations. Candidates should describe a process in which they effectively employed the resources available to their advantage, paid attention to important details, considered the well-being of all parties involved, and exercised critical thinking to find a solution.
What to listen for:
- Excellent critical thinking skills
- Ability to handle complex problems
- A solutions-oriented mindset
Why this matters:
Call center representatives will encounter situations in which they may not have the knowledge, the tools, or the authority to provide a customer with the help they need. Candidates should strive to maintain a balance between exhausting all options within their power and judging when the intervention of a supervisor or someone from another department may be necessary.
What to listen for:
- A good understanding of how chains of command work
- A problem-solving mindset
- Ability to delegate effectively
Why this matters:
Aside from individual metrics, call center agents must work with the rest of their teams to meet daily, weekly, and monthly metrics. Candidates should understand the significance of good communication, active listening, and maintaining good relationships with their peers. They should foster teamwork and understand the importance of collaboration and providing support to those around them.
What to listen for:
- Ability to work productively with others
- Track record of positive relationships with peers
- A positive view of teamwork
Why this matters:
Call center representatives should demonstrate the capacity to handle busy lines, solve problems quickly and effectively, and work with the rest of their team to maintain wait times for incoming calls at an acceptable level. They should strive to achieve a good balance between speed and accuracy without compromising service quality.
What to listen for:
- Ability to remain calm under pressure
- A speedy and effective working style
- Ability to handle multiple tasks at once
Contact a sales consultant.