Call Centre Agent Job Description, Skills, and Salary
Get to know about the duties, responsibilities, qualifications, and skills requirements of a call center agent. You can use our job description template in this article to produce your own. We also provide you with information about the salary you can earn as a call center agent.
Who is a Call Centre Agent?
Call center agents are professionals responsible for receiving inbound and outbound calls from customers and performing tasks such as account inquiries, customer complaints, or product and support questions. These employees must provide quality customer service and assistance to receive positive feedback from their customers. They must assist customers with technical support issues, which includes updating product documentation and training materials. Call center agents must also accurately identify the needs and goals of their customers to meet the organization’s sales goals.
To do this, the agent must have good verbal communication skills and work through lists of questions, often prepared in advance. They may be required to interview customers and verify account information. The agent must also have a good knowledge of the company’s policies, products, and services to provide the most comprehensive assistance possible.
A bachelor’s degree and 1 to 2 years of experience are usually required to become a call center agent. The most common call center jobs are customer service representative, cashier, and salesperson. Hiring managers expect a call center worker to have soft skills such as communication, computer, and customer service. If you have all the necessary skills and experience, it will take you less than a month of training on average to become a call center worker.
Call Centre Agent Job Description
Below are the call center agent job description examples you can use to develop your resume or write a job description for your employee. Employers can also use it to sieve out job seekers when choosing candidates for interviews.
The duties and responsibilities of a call center agent include the following:
- Providing information about products or services over the telephone, including answering questions about pricing, ordering procedures, delivery times, and return policies.
- Providing excellent customer service by offering friendly, courteous, and knowledgeable assistance in resolving problems or questions.
- Maintaining knowledge of product lines, company policies, and industry trends to ensure excellent customer service.
- Scheduling meetings and appointments using a computerized calendar system.
- Taking notes during conversations to ensure all details are accurately recorded
- Processing orders or transactions using a computer terminal or point-of-sale system.
- Verifying personal information such as names, addresses, national insurance numbers, dates of birth, etc. to ensure accurate entries in computer databases.
- Responding to incoming calls and inquiries from customers regarding products or services offered by their company.
- Recording details of customer interactions to ensure that each call is handled correctly and efficiently.
- Answering or calling customers to learn about and resolve their needs, complaints, or other product or service-related issues.
- Responding to calls effectively and accurately, explaining possible solutions, and ensuring that customers feel supported and valued.
- Listening to callers, confirming or clarifying information, and reassuring angry customers when necessary.
- Building strong relationships with customers and other call center team members based on trust and reliability.
- Using the software, databases, scripts, and tools correctly.
- Understanding and striving to meet or exceed call center metrics while providing excellent and consistent customer service.
- Making sales or recommendations for products or services that can better meet customer needs.
- Participating in training and other learning opportunities to enhance knowledge of the company and position.
- Adhering to all company policies and procedures.
A call center agent must have the following qualifications:
Entry-level call center agents generally require a high school diploma or equivalent, and preferably some advanced training. Some call center agents prefer a certificate or associate’s degree in a related field such as business, communications, or computer science.
Training and Experience
Call center agents typically receive on-the-job training. This training can last anywhere from a few weeks to a few months, depending on the company and the role. During training, agents learn about the company’s products and services, the computer system they will use, and the processes they will follow to handle customer calls. They also receive instructions on company policies and procedures, including how to interact with customers and handle calls.
Call center agents may also receive additional training to become familiar with specific products or services offered by the company. For example, a call center agent working for a bank may receive additional training to become familiar with the bank’s mortgage products.
Certifications and Licenses
Certification can confirm a person’s qualifications to current and potential employers. Call center agents generally do not need certification, but they can take a customer service certificate to assess their abilities and techniques.
- Active listening
Active listening is the ability to listen carefully and respond appropriately. It is important for call center agents to be able to listen to customers’ concerns, questions, or comments to provide accurate information. This also allows the customer to feel heard and understood, which can help build trust between the two parties.
- Product Knowledge
A call center agent should have a good knowledge of the products and services offered by their company. This enables them to answer any questions customers may have about the products and explain how each one works. It is also important for agents to know what problems each product may have so that they can direct customers to the right department or person if they need further assistance.
Listening is an important skill for call center agents, as it allows them to understand customers’ needs and answer questions accurately. When a customer calls, the agent should listen carefully to what they are saying so that any questions or concerns can be addressed. This also ensures that the agent is providing the customer with accurate information and helping them solve their problem.
Patience is the ability to remain calm and collected in stressful situations. As a call center agent, you may encounter angry or frustrated customers who are struggling with technology. It is important to listen carefully to understand their concerns and offer solutions to help them overcome their difficulties. Remain calm throughout the conversation to provide accurate information and relieve tension.
- Complex Problem-solving
Complex problem-solving is the ability to analyze a situation and find multiple solutions. As a call center agent, you may encounter customers who are unhappy or frustrated with their experience with your company. You can use complex problem-solving skills to listen to their concerns, ask questions and make suggestions to help them feel better about their interaction with your company.
Flexibility is the ability to adapt to changing circumstances. Call center agents often need flexibility because their work schedules can change at any time, and they may be asked to fill in for other employees or take on additional responsibilities. Flexibility allows you to adjust your schedule, which can help you maintain a healthy work-life balance. It also ensures that you can meet the needs of customers when they call.
- Customer Service
Customer service is the ability to provide a positive experience for your customers. This involves being friendly, helpful, and knowledgeable about the products or services you represent. Customer service skills are important for call center agents, as they often interact with customers over the phone. Being able to provide exceptional customer service can help build trust between your company and its customers.
Communication is the ability to convey information clearly and concisely. As a call center agent, you will need excellent communication skills to convey detailed information about products or services to customers. You must also be able to listen carefully to customer requests so that you can answer their questions in detail.
Communication includes not only speech but also written communication, such as emails and letters. Many companies use email for business transactions. So your writing skills are an important part of your communication skills.
A call center agent often has to multitask or perform several tasks at once. For example, he or she may be answering inbound calls while simultaneously monitoring the status of outbound calls and sending emails. Indeed, the call center typically receives more customer inquiries than it can handle at one time. Agents must be able to multi-task to meet their company’s service standards.
- Call recording
Call recording is the process of recording information about incoming and outgoing calls. This may include information such as the customer’s name, phone number, the reason for the call, or any other details that may be important to remember at a later time. Call recording skills will help you keep track of customer interactions so that you can provide quality service. It will also help you identify trends in call data so that you can take steps to improve your performance.
Persuasion is the ability to convince someone of your point of view. As a call center agent, you may need to convince customers to reconsider their decision to purchase a product or service. For example, if a customer wants to cancel an order, you can persuade them to keep it by explaining how they can use the product and why it is important to them. You can also persuade the customer to stay on the phone with you when they want to end the conversation.
- Data entry
Data entry is the ability to enter and manipulate data using a computer. This skill can be useful for call center agents who need to enter information into company databases or spreadsheets, or for those who use software such as Salesforce that requires data entry. Data entry skills are also needed to enter customer feedback into a database for review by management.
- Phone Tag
Telephone etiquette is the ability to behave respectfully and professionally when speaking on the telephone. Call center agents often talk to customers on the phone, so they must have good phone etiquette. This includes being friendly, listening carefully to what the customer is saying, and asking questions when necessary.
- Problem Solving
Problem-solving is the ability to identify and solve problems. As a call center agent, you may be required to solve customers’ problems by finding solutions that meet their needs. For example, if a customer is having problems with an online service, you may find a way to help them troubleshoot or connect them with a technician who can fix it.
How to Become a Call Center Agent
- Acquire relevant skills
The first step to becoming a call center agent is to acquire the necessary skills. Having the right skills when you enter the workforce can help you get a job quickly and prepare you for your daily responsibilities. This can include training in call center software, customer service, and communication skills, as well as training on how to work in a fast-paced, high-quota environment. Training on how to do quality work within a certain time frame will help you become more efficient and prepare you for daily call center quotas.
- Assess your skills when writing your resume
Next, start writing a professional resume, highlighting your skills best suited for call center work. You can focus on your customer service experiences, such as in food service, retail, or sales. These positions typically teach an employee how to communicate with customers and solve their problems quickly and professionally, as well as meet sales quotas. Think of examples of situations that demonstrate your use of these skills.
Also read: develop the skills to become a great call center employee.
- Create a resume with a focus on your skills
The next step is to write a resume. You can use a template that focuses on customer service skills and experience or develop your own.
Highlight any skills that you can apply to your call center position and briefly describe how those skills have helped you in your job. Take the time to make sure your resume is written in an accurate, professional, and consistent manner. You may also want to write a personalized cover letter, as some positions require one to introduce each candidate to the hiring manager.
- Submit applications
Once you have written your skills-based resume, you can apply to start the hiring process. Think about which call center you would prefer to work in. There are many options in both the private and public sectors, each with different requirements, advancement opportunities, and salaries. Working for the federal government may give you access to good benefits and pay, but you may need additional training on specific rules and laws to fill certain positions.
- Have an interview
Once you submit your application, a recruiter may contact you for an interview. Recruiters typically conduct interviews by phone, online, or in person. The interview allows the employer to learn more about you as a person and expand on your skills and education to ensure you are a good fit for the company. It is important to dress appropriately for the interview, bring a copy of your resume, and arrive on time.
- Continue to learn complex skills on the job
Once you become a call center agent, you can continue to learn complex skills on the job in this industry. These skills, such as using call center software, customer service, and meeting call quotas, can help you find new opportunities in the industry. Attend training sessions to build your knowledge and learn more about different work processes. As you gain experience, you can earn higher wages and additional responsibilities.
Where to Work as a Call Center Agent
The work environment for call center agents is typically fast-paced and high-pressure. Agents are often required to work long hours, including evenings and weekends. They may also work on holidays. The work can be stressful and agents must be able to handle difficult inquiries and customer complaints. They must be able to remain calm and professional at all times. Call center agents usually work in an office or small space and may be required to wear a headset. Some call centers may operate 24 hours a day and agents may be required to work in shifts, including evenings and mornings.
Call Center Agent Salary Scale
The median annual salary for call center agents in the United States is $34,760, while the median annual salary for those in Canada is $34,655. In the United Kingdom, salaries for call center agents can range from £23,118 to £23,252, depending on experience and location.