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Top call center skills every agent needs – Hard and Soft Skills

Important Skills for successful call centre agents

You should consider both hard and soft skills when searching for the best prospects.

Technical aptitude

Candidates are put to the test in terms of their ability to look up and assess documentation, including self-help articles and notes made in call center software about customers. Have they already used a support tool? Do they possess advanced computer abilities?

Channel knowledge

Although it may seem obvious, prior phone support expertise is essential. How many calls did they generally handle per shift in their previous support?


Perhaps your company is planning to grow into a new area, or perhaps you currently have customers that need service in several different languages. Support staff will benefit greatly from a call center agent that is bilingual or multilingual.


Does a candidate for a call center agent position demonstrate a readiness to handle the unforeseen? Is he or she able to overcome challenges? Create an interview question that will allow you to assess a candidate’s aptitude for solving novel issues.


It’s important to keep in mind that a customer’s wants may vary over time.

Will your call center staff be able to adapt in a way that keeps rates of customer satisfaction stable as customer expectations continue to rise? Will that applicant be able to learn new information quickly?

Strong communication abilities

Make sure brand-new employees are aware of the proper customer communication techniques. Effective agents exhibit kindness and patience, just like a doctor with a good “bedside manner,” and they actively listen. They don’t presume the client is as knowledgeable as they are.

What essential traits should a call center agent possess?

When we discuss attributes, we are referring to the individual characteristics that allow one person to thrive at answering the phone while another finds it difficult to give customers a positive experience.

However, these qualities are required for more than simply the contact centre’s immediate requirements. The candidate’s personal qualities that will make them a reliable long-term employee and eventually a leader should also be taken into consideration.

Following are some things to watch out for in an interview:


It’s important to have creative agents, but it’s also important that they don’t bypass the proper channels of command. Will a candidate, for instance, be the kind of agent who can be trusted to include fixes for typical or unusual issues in your help center articles?

Solving-style personality

The best candidates seek to move beyond simple solutions or a grid of options. Unusual issues are viewed by them as an exhilarating challenge. Look for applicants who have a high capacity for critical thought.

Sincere compassion

Stock language simply won’t do with customers. Whether an agent genuinely cares will be audible to them. The majority of clients are already disappointed or furious when they call customer service. One of the most crucial call centre agent talents is this one.


Will they be proactive and look for chances to assist clients in preventing problems in the future? This can entail anything from offering some unprompted, helpful advice to directing clients to articles in the help section.

What should a resume for a call centre contain?

The talents mentioned above are all excellent to emphasise in a call centre resume. Here is an illustration.

What characteristics distinguish a top-notch call centre?

As a result, you’ve employed agents who possess the personality traits and professional competencies needed to work effectively in a call centre. You can improve their performance by doing the following:

Stressing time to value

Call centre representatives must put their attention on providing thoughtful responses and fostering client cooperation. Customers want to know that representatives are making a sincere effort to fix the problem.

Learn as much as you can about what your customers want from you.

60 percent of the clients surveyed said that getting their problems fixed fast was their top priority.

For instance, having their issues answered fast is the top priority for 60% of customers. They don’t want to repeat themselves, they demand polite service, and they despise being kept on hold for an extended period.

Maintain communication and adequate supply for your staff

Give agents as much information as you can so they have access to resources right away. Those who have had significant call centre training can concentrate more on interactions.

In addition to focusing on self-service options, those who have had the most success managing increasing rates of inbound calls have boosted headcount by 16%.

Consider the lifetime worth of each client

Agents in call centres must remember that the customer journey is extremely important. After just one negative experience, about half of customers say they would move to a competitor. That percentage rises to 80% when there are multiple negative experiences.

Improve the call centre abilities of your staff

Hiring managers should assist candidates in developing customer service skills for call centre roles. They can plan coaching sessions, use simulation training, and make smart judgments during contact centre interviews to ensure agents deliver the expected performance.