Call centers look for employees who are good at multi-tasking, working in a fast-paced environment, learning quickly, and meeting goals. Being able to translate your customer service, communications and problem solving skills into a clean metric will help the hiring manager understand what you are capable of. To set yourself apart from other candidates, go beyond being merely a “good communicator” and give actual figures of the sales conversions, savings made, time saved, or risks reduced that you have achieved in prior roles. For example, you can explain how you met a measurable goal through a previous job, volunteer work, or a challenge at school. The typical education requirement for an entry-level call center agent is a high school diploma (or equivalent). [2] X Trustworthy Source US Bureau of Labor Statistics U. S. government agency that collects and reports labor-related information Go to source

For example, your potential employer may ask if you’re willing to take on different roles, such as inbound sales, outbound sales, or customer service. Explain how your specific experience has prepared you for meeting various responsibilities. Try asking a question about something you found on the company’s website or social media page(s). This will show that you’ve done your research and are interested in the potential employer. [5] X Research source

Training typically lasts between one and four weeks. After training, a supervisor will likely be assigned to a group of employees including you.

Call center agents need to be able to react and locate information quickly. [7] X Research source Call center roles are highly technically driven and data rich. Familiarizing yourself with computer navigation can help you learn new software as needed. Free online programs and video tutorials are available to help you improve your computer skills.

Most call centers will require you to log in to your system before you can take calls. It’s a good idea to check the traffic report in the morning significantly ahead of leaving for work. That way if there’s a traffic problem, you can leave even earlier.

Supervisors usually started out with your same job. They’ll know the in’s and out’s of the position, and appreciate how hard it can get.

You should know the details of the products and services your company offers. Call center agents who are confident in their abilities are more effective at their jobs. [9] X Research source

The color yellow has an optimistic psychological effect. [10] X Research source For example, use yellow sticky notes, pens, or paper clips. An example of a positive affirmation is, “I am in charge of how I feel and I choose to remain positive. ”

If English is your second language and you find customers have difficulty understanding you, consider taking English as a Second Language classes. You can find in-person and online classes. Some online resources are free to use.

Try saying, “Please,” “Thank you,” “You’re welcome,” and “I’m sorry to hear that. ”

One of the most important traits of a good call center agent is the ability to stay calm under pressure, especially while handling irate customers. Try saying, “We truly appreciate your feedback,” “I’ll do my best to assist you,” and other pleasantries, using the customer’s name often. [13] X Research source To the customer, you are a representative of the company who’s speaking on the phone. They won’t always be respectful and may even seem to blame you for their issue with the company.

If you need to leave work and the call isn’t resolved, try saying, “This sounds like this is something my colleague can help you with. ”[15] X Research source

Customers report that only half of call center agents address their concerns with an appropriate answer. Repeating the customer’s problem back to them can help convey to them that you understand their concerns. [17] X Research source

For example, if the customer is specifically requesting a rebate, and you are unable to issue one, you may need to transfer the call. Instead of saying “I don’t handle that,” try saying, “[Person or department] can help you with that. ”[19] X Research source