Millions of people around the world work in conventional call center jobs. Try asking them about their trade and you’ll typically receive this reply about nine times out of ten: it’s one of the toughest ones they’ve had. Technically, any paying profession in the world has a certain degree of toughness, so that doesn’t technically make a call center job a bad one. In fact, try pressing an agent further and you’ll learn that there’s actually a good array of both social and professional skills that can be learned from a contact center career.
First, there’s listening. It’s quite self-explanatory that call center agents listen to a lot of people regularly. Call center agents need to be better listeners since every customer’s situation differs in some way, and listening intently enables them to better analyze the issue and come up with an appropriate plan of action. Put in a typical social setting, good listening helps a lot by making people appreciate you more, which then leads to the discovery of new opportunities and chances of fostering stronger relationships.
Another skill you can learn in a call center job is tact. Call center agents are familiar to situations wherein almost every caller they come across thinks their problem is the most urgent; more important above all else. In order to avoid fostering animosity as much as possible, agents are required to practice utmost care and diplomacy whenever they need to deliver grave news. Try putting this into a social setting, sensitivity in your words will serve you well in avoiding wayward fists landing on your kisser just because you accidentally blurted out something offensive.
Perhaps the greatest thing you can learn from a call center job is self-confidence. Call center agents need to sound believable to a ranting caller, and to do that, they have to be sure of themselves. Self-confidence serves you well in various public situations wherein you need to look and sound authentic and trustworthy—like a speaking engagement. If your listeners sense that you’re nervous, they’ll have a really hard time believing you’re actually worth listening to.
Lastly, one of the most important skills you can learn is grace under pressure. This thing applies to both the social and professional plateaus, wherein being panicky does you no good. Agents who’ve dealt with hundreds of frustrated callers daily are extremely dependable when something’s at stake because they’re trained to withstand continuous distractions and still focus on the task at hand.
Think you’re in need of these competencies? Then by all means, seek out a call center job available at companies, such as The Call Center Group A-Z, LLC.
Call Centers: Building Skills You Can Use Anywhere, Call Center Workforce Optimization, January 9, 2015
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