Overview of the Call Centre Agent Role
A Call Centre Agent is responsible for handling customer calls, whether those are inquiries, complaints, or requests. A Call Centre Agent is required to resolve any issues presented to them in the most appropriate manner, whether that is passing the customer on to another branch, or dealing directly with the problem.
This role requires excellent communication skills, and the ability to solve problems while remaining calm under pressure. These skills transfer into many call centre and customer service jobs, so it’s always possible to find a new path with the skills you know.
Dress Code
Typically, the dress code for a Call Centre Agent will be smart, casual and comfortable. Collared shirts or blouses with trousers and comfortable closed-toe shoes are recommended. Jumpers, cardigans, and dresses are also appropriate.
Call Centre Agent Responsibilities
Call Centre Agents are required to answer customer phone calls and solve issues. This requires critical thinking and a polite demeanour. It is important to resolve conflicts and fix problems while remaining calm and polite.
Call Centre Agent Tips
Focus on active listening, it is important to empathise with the customer and understand their problem, this will lead to a much more pleasant interaction. Respect the customer’s time, it is important to act swiftly to keep the customer happy.
Have a good understanding of the company you work for, and their policies to answer questions confidently.
Crucial Skills for a Call Centre Agent
The most important thing for a Call Centre Agent is the ability to communicate and listen, this will lead to effective problem-solving and conflict resolution.
Communication & Listening Skills
It is important to be empathetic to your customers, which requires strong listening and communication skills. You must be able to deal with a situation calmly, and relay information confidently when speaking on the phone. Though some issues may be easy to fix, others may not, and even while under pressure it is important to stay positive with a customer and be clear and concise.
Always use simple language that the customer can understand and offer any further assistance if they need it.
Conflict Resolution & Problem-Solving
If a problem arises, a Call Centre Agent should have the knowledge and confidence to act appropriately by finding the root cause of the issue and guiding the customer to a resolution.
Conflicts are bound to arise, but training and experience will build confidence, making issues easier to handle. Critical thinking is essential when fixing an issue, and being able to think rationally and speak clearly while working through a problem will improve the customer’s experience.
Familiarity with Customer Service Software
Businesses can use a few different digital tools to manage customer support, such as ticketing, and omnichannel support. As a Call Centre Agent, it is important to know and understand these tools.
On-the-job training will be given to explain how the Customer Service Software works and how it is used in tandem with the Agent’s work. Learning to use these tools effectively will help improve customer satisfaction and increase productivity.
Duties of a Call Centre Agent
Within the Call Centre Agent Role, you will be required to handle both inbound and outbound calls, assist with queries and complaints, and maintain call records and data.
Handling Inbound & Outbound Calls
Both inbound and outbound calls have their own systems, and it will be important to learn how to navigate both. Not only will the customer’s reactions be different, but the reasons for calling also tend to vary. Adapt and become proficient in both inbound and outbound calls to gain confidence in your role.
Remember that you will still need to be understanding of your customers and communicate correctly when faced with all situations.
Assisting with Queries & Complaints
Calls will not always have simple solutions, and it is a Call Centre Agent’s job to adapt and solve problems. Sometimes issues will need to be escalated to another team, in this case, it is important to convey this information calmly to the customer while finding the appropriate route to a solution.
It is crucial not to become impatient with a customer and offer your assistance where necessary to come to a swift solution.
Maintaining Call Records & Data
It is common practice to keep call records and customer data stored within software. This is a practice that will be learned through training, but it is important to make sure data is stored cohesively and that it is accessible to others in the company who might need it when dealing with repeat customers.
For this, some amount of computer literacy is important for all Call Centre Agents, as they must be able to file and access data when necessary.
Call Centre Agent Career Progression and Advancement
With the skills you learn as a Call Centre Agent, it is possible to progress into Team Leader or Supervisor Roles within the department. Or perhaps you’re interested in Training or Management, which are both viable options.
Becoming a Team Leader or Supervisor
To become a Team Leader or Supervisor you will need to show your leadership skills and ability to lead your team confidently. These roles also require exceptional communication skills, problem-solving skills and critical thinking skills to be able to deal with situations that others struggle with.
You should also be able to consistently deliver exceptional customer service and prove that you can motivate others while hitting performance targets.
Moving into Training or Manager Roles
If you are looking to progress from a Supervisor into a Training or Manager Role, you will need to have a great deal of experience.
Seek opportunities to design and deliver training sessions for new Call Centre Agents, and work towards relevant degrees or higher education such as Business Administration or Training Development.
FAQs on Becoming a Call Centre Agent
What Skills Do Employers Look for in Call Centre Agents?
Employers look for candidates with strong communication skills, competent technology skills, active listening abilities and problem-solving skills. It is also important to be flexible, patient and empathetic.
Can I Work in a Call Centre Remotely?
Yes, many companies now offer remote call centre positions and will supply employees with the tools they need to work from home as long as you have a reliable internet connection.
How Much Does a Call Centre Agent Earn?
This can vary depending on the company, location and experience level, but Call Centre Agents typically earn around £22,000 per year.
What Does a Call Centre Agent Do?
Call Centre Agents deal with customer calls whether they are inbound or outbound calls, and are required to listen to inquiries, handle complaints and problem solve any issues the customer may have.
