Skills for a Call Centre Resume (With Steps and Tips)
By Indeed Editorial Team
Published June 19, 2022
The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.
Call centres are at a company's forefront for interacting and communicating with clients. A call centre agent represents the company's interests and acts as a spokesperson whose sole duty is to resolve any pressing issues customers might have. Understanding the skills required for this role can help you effectively list them on your resume and increase your chances of getting hired. In this article, we define skills for a call centre resume, outline 10 of them, discuss ways to improve them, and explain how to highlight these skills on a resume.
What are the skills for a call centre resume?
The skills for a call centre resume include a wide range of hard and soft skills necessary for employment in this field. These skills are essential for call centre agents to appropriately interact and engage with customers. These abilities help customer service professionals answer questions or respond to complaints about the services or products of a company.
10 call centre skills necessary for every agent
A call centre agent's primary responsibility is to represent their employers and brands by directly interacting with customers on calls, texts, and even social media platforms. Additionally, call centre agents may perform certain administrative duties, which may involve cataloging, documentation, and storing records of every interaction with a customer. Companies and hiring managers often require or specify that professionals possess certain skills to be effective in the role. Here are 10 vital skills for a call centre resume that can be beneficial for people looking to work in that position:
1. Technical knowledge
Representing a brand means having a thorough understanding of all the company's products and services. This way, customers can get all their questions and complaints attended to in the best possible way. Doing this can help create a more desirable customer experience.
2. Effective communication skills
Communication involves the exchange of information by speaking and writing. The role of a call centre agent involves communicating with customers or clients about the brands they represent. These agents typically listen to the callers, process any information they might have heard, and relay the best possible solution in a clear, concise, and simple manner. Being able to communicate effectively can demonstrate an agent's competence and promote a positive relationship between the customer and the company.
3. Organization skills
Being a call centre representative requires attending to many duties at the same time. As a result, having organizational skills can enable these professionals to design a system that can help them keep track of meaningful conversations with every individual customer. When including this skill on your resume, mention the methods you employ to help with organization, such as spreadsheets or checklists.
4. Computer skills
A role as a call centre agent often requires you to constantly access customer or product information. With the advancement in technology, it has become necessary to have some level of computer literacy to provide customer care and technical support for the client. Basic skills such as typing, filing, and using the internet are among the minimal requirements call centre representatives often possess to help guarantee an effective workflow.
Patience is an essential skill for call centre agents to have, as there may be times when it may be necessary to engage with angry, frustrated, or confused customers. In such situations, a representative typically requires patience to allow the customer to express their dissatisfaction while trying to address and settle their concerns and complaints. Doing this can help strengthen the existing relationship between the company and the customers.
Being able to multitask entails being able to perform several activities at the same time. This skill is necessary for call center agents because their position may involve combining various responsibilities daily. These duties may involve being in an active conversation over the phone, responding to a text, and taking notes all at once. As a result, having good multitasking abilities can help you be more effective in your role.
Call centre agents receive large amounts of calls and messages from various customers daily, each with different moods and temperaments. As a result, the ability to handle challenging situations calmly and adapt to issues you face is an essential skill. Having the ability to adapt from one circumstance to another can help you manage tasks and meet every new challenge with confidence.
8. Friendly and outgoing personality
Call centre agents are the spokespeople of any company or brand they represent. Because they're often in active contact with the customers, clients may judge the company based on their experience with these representatives. As such, employers typically require that their agents approach customers with a generally positive and cheerful attitude.
9. Problem-solving and creativity
Problem-solving skills relate to your ability to find an efficient resolution to a challenge. It's essential to be an excellent problem-solver because you may handle several client concerns and complications. This skill entails creative thinking and finding the most practical solution quickly. If you're applying for a call centre role, the interviewer may ask you situational questions about how you may address customer complaints. Strong problem-solving abilities can help you create a suitable response.
Call centre agents often aim to resolve issues quickly without reducing the quality of their work. There are times when multiple calls and messages can come in at once. In such situations, a good representative can competently address a customer's problems in time to get ready for the next caller. This speed can help increase workflow efficiency and improve the company's customer service rating.
How to improve call centre skills
Careful evaluation can help you determine the areas that may require you to develop current skills or gain new ones. Here's a list of steps you can take to improve your call centre skills:
Create schedules for day-to-day household activities: Doing this can help you design a system that incorporates multitasking and organization into your daily routine. This activity can allow you to analyze all possible sequences of events and how to execute them.
Refresh your computer skills: It's important to educate yourself and enhance your computer skills. This step involves taking time to practise typing until you can perform tasks with a computer effectively at a fast pace.
Familiarize yourself with the product or service: Take time to research what the product or service the company you're representing offers. Doing this can help you offer vital information to customers for their pressing concerns.
Practise active listening and dialoguing: Consciously condition yourself to listen to people when they talk and process the information you have received. Doing this can help you give more adequate responses.
Engage in puzzles and brain-tasking games: Puzzles and brain exercise games help you develop cognitive functions that can help you solve problems efficiently in real-life situations. These games can improve your retention, concentration, and ability to think creatively.
Be attentive to detail: Practice being attentive to details for the surrounding people by carefully observing the tone of their voice, facial expression, and body language when they speak. Doing this can help you understand emotional cues from customers while engaging them over the phone.
Ways to highlight call centre skills on a resume
After familiarizing yourself with call centre skills, it's essential to customize the skill set in your resume. Your resume offers an opportunity to show recruiters and prospective employers your capabilities. Here are some tips on how to highlight your skills on a resume:
Tailor your skills to meet the requirement for the role you are applying for to get the best results.
Display all the skills you want to mention in a separate category.
Employ the use of bullet points to highlight each one of your skills.
Limit your skill list to 10 attributes to ensure your resume remains brief.
Add a mix of soft skills such as problem-solving and critical thinking, and hard skills like customer management, product knowledge, and computer literacy to show range.
Be specific and concise when listing the skills on your resume.
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