Skills Every Call Center Agent Should Know To Have An Effective Communication With Customers


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effective communication with customers

To have an effective communication with customers, businesses and brands need to know what their customers want. In many cases, customers have an ideal customer experience where they would deal with the company seamlessly. For the brands to make that happen, they have to know what skills their employees need to have.

Most of the time, companies hire call centers to do their customer service for them. For call centers, they need to train their agents to have an effective communication with customers. They need to hone every agent’s communication skills to be an effective communicator for the benefit of the company.

Top 6 Skills That Every Call Center Agent Should Have

The number one skill every call center should have is the ability to learn fast. Being fast in learning new things is a special skill that is very useful in any situation. As dealing with customers can be very stressful and hard at times, being able to know the right answers to their inquiries and questions about a certain product or service is very helpful.

The next is their attention in details. Giving their full attention to the customer they are talking with and the way their customers are talking with them is another skill that is hard to nurture. It is vital as the whole conversation will depend on it.

After the first two, clarity is another important skill. Being clear with whatever answer or instruction they are giving to the customers will give the customer an easier time. It will also benefit them and the company as their talk time will be faster, hence, more customers will be dealt with.

Fourth skill is the adaptability or flexibility of the agent. Every call center will have peak times and dozens of calls which will come at once. Being able to adapt to the fast life and work is another skill a call center agent should have. Moreover, they need to be flexible as they will deal with different situations and personalities. Every single call will be different from the first one and being under pressure should not affect them negatively.

A call center agent with clear and crisp enunciation and communication skills would make an ideal customer experience for the consumer. Whether it is in English or other languages, knowing what to say at the right moment to make the customer understand is another league of its own.

Last but not least is the skill of being patient and empathetic. Having these two abilities can bring many positive attributes not only to the agent but also for the company. Customers will be more at ease and will be satisfied with the service.

Effective communication with customers starts with the company. All BPO and call center companies train their call center agents. However, many of them just train them in the beginning. It is important to continuously train the agents as there will always be new things to learn and improve on.

Fred Chua
I am a Philippine-certified Electronics and Communications Engineer who serves as the CEO of Magellan Solutions Outsourcing Inc. Magellan Solutions is one of the top call centers/BPO companies in the world that can deliver high-performing operations to businesses of any type and any size.


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