Profession call centre agent

Call centre agents handle incoming or outgoing customer calls for a business. They call existing and prospective customers to promote goods and services. They also obtain sales and arrange sales visits.

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Personality Type

Knowledge

  • Credit card payments

    The methods involving payment done through credit cards.

  • Characteristics of products

    The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.

  • Characteristics of services

    The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.

Skills

  • Keep task records

    Organise and classify records of prepared reports and correspondence related to the performed work and progress records of tasks.

  • Create solutions to problems

    Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.

  • Speak different languages

    Master foreign languages to be able to communicate in one or more foreign languages.

  • Perform multiple tasks at the same time

    Execute multiple tasks at the same time, being aware of key priorities.

  • Use customer relationship management software

    Use specialised software to manage company’s interactions with current and future customers. Organise, automate and synchronise sales, marketing, customer service, and technical support, to increase targeted sales.

  • Listen actively

    Give attention to what other people say, patiently understand points being made, asking questions as appropriate, and not interrupting at inappropriate times; able to listen carefully the needs of customers, clients, passengers, service users or others, and provide solutions accordingly.

  • Handle tasks independently

    Handle inquiries or information independently with little or no supervision. Depend on one's self to communicate with others and perform daily tasks such as working with data, creating reports, or using software.

  • Communicate by telephone

    Liaise via telephone by making and answering calls in a timely, professional and polite manner.

  • Process data

    Enter information into a data storage and data retrieval system via processes such as scanning, manual keying or electronic data transfer in order to process large amounts of data.

  • Guarantee customer satisfaction

    Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.

  • Tolerate stress

    Maintain a temperate mental state and effective performance under pressure or adverse circumstances.

  • Have computer literacy

    Utilise computers, IT equipment and modern day technology in an efficient way.

  • Adapt to changing situations

    Change approach to situations based on unexpected and sudden changes in people's needs and mood or in trends; shift strategies, improvise and naturally adapt to those circumstances.

  • Present reports

    Display results, statistics and conclusions to an audience in a transparent and straightforward way.

  • Show confidence

    Demonstrate degrees of maturity by fully understanding one's own qualities and abilities which can serve as sources of confidence in different situations.

Optional knowledge and skills

apply operations for an itil-based environment communication principles prioritise requests teamwork principles provide customer follow-up services e-commerce systems answer incoming calls handle helpdesk problems provide ict support perform escalation procedure perform data analysis think proactively e-procurement educate on data confidentiality

Source: Sisyphus ODB