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.
Would you like to know what kind of career and professions suit you best? Take our free Holland code career test and find out.
- Enterprising / Conventional
- 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.
- 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.
- Have computer literacy
Utilise computers, IT equipment and modern day technology in an efficient way.
- Speak different languages
Master foreign languages to be able to communicate in one or more foreign languages.
- Communicate by telephone
Liaise via telephone by making and answering calls in a timely, professional and polite manner.
- 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.
- Tolerate stress
Maintain a temperate mental state and effective performance under pressure or adverse circumstances.
- 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.
- 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.
- Keep task records
Organise and classify records of prepared reports and correspondence related to the performed work and progress records of tasks.
- Present reports
Display results, statistics and conclusions to an audience in a transparent and straightforward way.
- 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.
- Perform multiple tasks at the same time
Execute multiple tasks at the same time, being aware of key priorities.
- 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.
- 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.
- Persuade others
Change a person's beliefs, attitudes, intentions, motivations, or behaviours with the help of reasoned arguments.
- 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.
Optional knowledge and skillshandle helpdesk problems communication principles teamwork principles provide ict support answer incoming calls e-commerce systems provide customer follow-up services perform data analysis apply operations for an itil based environment perform escalation procedure educate on data confidentiality e-procurement prioritise requests think proactively
Common job titles
- Real estate agent- we offer training!
- Customer sales and service agent
- Reservations/pbx agent
- Contact centre agent
- Workforce rta/wfm- brandon fl
- Call center specialist, hotel reservations
- Business to business sales associate
- Quality analyst – customer service / transaction processing
- Telesales agent
- Workforce scheduling analyst