Posted by winds on Wednesday, August 31, 2011 at 5:28am.
technical:
~ knowledgeable about technical aspects of whatever the call center is for
~ very fluent in the language(s) of the callers
behavioral:
~ friendly
~ calm
~ polite
What else can you think of?
You need to think through a call centre phone call and what the call centre operator might be doing while you are making the call.
Let say it is a call to an insurance company.
The operator will need to be PC literate to be able to input data while answering a call. This requires keyboard skills as well as knowledge of the company's s/w packages and IT. An ability to type while talking is another useful skill.
The operator needs to be understood by the caller, so needs to have a good command of the language (e.g. english) and have reasonable diction. A very strong regional(or country) accent is not helpful when needing to be understood by a wide range of callers.
Many call centres operators do not get a break between calls and the job can seem relentless, so an ability to deal with stress is a necessary behavioural skill.
I am sure you can think of many others.
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