Call Centre Agent Sales Workers
SaveWhat Does a Call Centre Agent Do?
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.
Resource recommendations may include affiliate links. Learn more
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.
These are common skills for this role, based on a European framework. Requirements vary between jobs, including in the UK. Real-world experience matters more than ticking every box - use this as a guide, not a checklist.
Skills You Need to Become a Call Centre Agent
Essential Skills
Essential Skills
-
EssentialCharacteristics Of Products knowledge
The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
No book recommendations available yet.
-
EssentialCharacteristics Of Services knowledge
The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.
No book recommendations available yet.
-
EssentialCredit Card Payments knowledge
The methods involving payment done through credit cards.
No book recommendations available yet.
-
EssentialAdapt To Changing Situations skill
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.
Course recommendations coming soon.
-
EssentialCommunicate By Telephone skill
Liaise via telephone by making and answering calls in a timely, professional and polite manner.
Course recommendations coming soon.
-
EssentialCreate Solutions To Problems skill
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 …
Course recommendations coming soon.
-
EssentialGuarantee Customer Satisfaction skill
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
Course recommendations coming soon.
-
EssentialHave Computer Literacy skill
Utilise computers, IT equipment and modern day technology in an efficient way.
Course recommendations coming soon.
-
EssentialKeep Task Records skill
Organise and classify records of prepared reports and correspondence related to the performed work and progress records of tasks.
Course recommendations coming soon.
-
EssentialListen Actively skill
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, …
Course recommendations coming soon.
-
EssentialPerform Multiple Tasks At The Same Time skill
Course recommendations coming soon.
-
EssentialPresent Reports skill
Display results, statistics and conclusions to an audience in a transparent and straightforward way.
Course recommendations coming soon.
-
EssentialProcess Data skill
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.
Course recommendations coming soon.
-
EssentialShow Confidence skill
Demonstrate degrees of maturity by fully understanding one's own qualities and abilities which can serve as sources of confidence in different situations.
Course recommendations coming soon.
-
EssentialSpeak Different Languages skill
Master foreign languages to be able to communicate in one or more foreign languages.
Course recommendations coming soon.
-
EssentialTolerate Stress skill
Course recommendations coming soon.
-
EssentialUse Customer Relationship Management Software skill
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.
Course recommendations coming soon.
-
EssentialHandle Tasks Independently skill
Course recommendations coming soon.
Optional Skills (5 of 14 displayed)
-
OptionalE-commerce Systems knowledge
Basic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.
Recommended Books
1 book -
OptionalCommunication Principles knowledge
The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.
Recommended Books
2 books -
OptionalE-procurement knowledge
The functioning and methods used to manage electronic purchases.
Recommended Books
2 books -
OptionalTeamwork Principles knowledge
The cooperation between people characterised by a unified commitment to achieving a given goal, participating equally, maintaining open communication, facilitating effective usage of ideas etc.
No book recommendations available yet.
-
OptionalPerform Data Analysis skill
Collect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.
Course recommendations coming soon.
-
OptionalProvide Customer Follow-up Services skill
Register, follow-up, solve and respond to customer requests, complaints and after-sales services.
Course recommendations coming soon.
-
OptionalThink Proactively skill
Course recommendations coming soon.
-
OptionalAnswer Incoming Calls skill
Respond to customers' inquiries and provide customers with appropriate information.
Course recommendations coming soon.
-
OptionalApply Operations For An Itil-based Environment skill
Properly operate ITIL (Information Technology Infrastructure Library) based service desk procedures.
Course recommendations coming soon.
-
OptionalEducate On Data Confidentiality skill
Share information with and instruct users in the risks involved with data, especially risks to the confidentiality, integrity, or availability of data. Educate them on how to ensure data protection.
Course recommendations coming soon.
-
OptionalHandle Helpdesk Problems skill
Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.
Course recommendations coming soon.
-
OptionalPerform Escalation Procedure skill
Assess situations in which a solution cannot be provided right away, and ensure that it is brought to the next levels of support.
Course recommendations coming soon.
-
OptionalPrioritise Requests skill
Prioritise incidents and requests reported by customers or clients. Respond professionaly and on time
Course recommendations coming soon.
-
OptionalProvide ICT Support skill
Resolve ICT-related incidents and service requests from customers, clients or colleagues including password resets and updating databases such as Microsoft Exchange email.
Course recommendations coming soon.