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.