Want to land your first Call Center job?
Do you want to work in a call center? Are you wondering how to become a call center agent? Are you looking forward to exploring what skills you need to acquire as a call center agent? Or what tasks do you need to perform? We will be answering all these questions and hopefully, by the end of this article, you will be on your first step to working in a Call Center! Let’s go!
First, we will define what a call center is. A call center or Business Process Outsourcing company (BPO) is a company that has an office set up capable of handling a large volume of phone calls often times for taking orders and providing customer service. It is a company that provides its services to large companies that need to provide customer service to their own customers but does not have the resources to handle the volume of calls on a daily basis.
The call center agents’ job is to take incoming phone calls and fulfill their customers’ needs. They are fully equipped with the tools and resources to satisfy their customers’ needs in a timely manner. If you think you have what it takes to become a call center agent then let us help you get hired.
Here are the things you need in a Call Center
1. Good to excellent English communication skills
Call Center agents would normally handle international accounts and would be speaking to English speaking customers. It is important that you have good enough English communication skills to carry a conversation with your customers. This is also the main criteria used by recruitment specialists when selecting their candidates.
If you think you are lacking in terms of English communication skills then we recommend watching American movies to familiarize yourself with how they speak and also read English books and magazines aloud for practice.
2. Basic knowledge of PC’s hardware and software
The main tool used by Call Center agents is PC’s or personal computer. You would need basic knowledge of PC’s as this will be what you will be using everyday when taking in calls. Everything you need to address your customer’s concern is in the computer. You would need to familiarize yourself with the different tools and apps in the computer to effectively address the customers concern.
3. Excellent customer service skills
As a call center agent you will be talking to a large number of customers on a daily basis. Each customer has their own personality and tolerance level. You would need customer service skills that is good enough to handle any kind of customer. You must be able to address their concerns and at the same time satisfy their needs as a customer.
4. Patience and Perseverance.
When you work for a call center you would need lots of patience. You will be handling different types of customers that might test your patience. So naturally, recruitment specialists hiring call center agents would tend to favor applicants that are very patient.
Also when you apply for a call center job you should expect to get rejected a few times as most BPO companies prefer hiring applicants with call center experience. You must persevere through these challenges and continue applying for a call center job until you find the BPO company that is willing to give you a chance as a call center applicant with no experience.