Getting a Job as a Call Center Agent

A call center agent is a person who is required to have a good understanding of the various kinds of calls that are undertaken by professionals or telephone callers. Whether it is outbound calling or for that matter inbound calling, this is the person who embraces various kinds of functions depending on the type of industry with common tasks as well as functions regardless of the specifics of the company the call center agents are working for. With the global markets expanding, the need for receiving and transmitting a large number of requests for the dispatch of information is becoming evident, and this is where call center agent jobs come into play.

The responsibilities of a call center agent incorporate the following:

• Supporting and providing better service with the help of phones, faxes, as well as e-mails as a receiver as well as caller
• Comprehending the nature of attitude in handling calls effectively
• Dealing with job related stress situations, or upset customers and angry callers
• Using the listening and questioning skills for supporting effective telephone communication
• Taking up a suitable approach for handling special telephone tasks such as taking messages, call transfers, holds, call backs, interruptions, as well as unintended disconnections
• Communicating appropriately over the phone with various kinds of behavior

The academic requirements for the telephone callers or the call center agents include nothing specific as such. As a professional at a call center, you are required to have a high school diploma or an equivalent in the same field. You may also go for a bachelor's degree in any discipline, as it is preferred by some of the employers. Make sure that you complement your qualification along with the required amount of call center training.



The call center agent is required to build a positive rapport with the various kinds of customers over the phone. They must also know to apply the right kind of telephone etiquette for satisfying various customer situations. The other skill sets of call center agents take into account the following:

• Applying appropriate actions for handling a call effectively
• Meeting the commitments of the customers
• Identifying the voice skills and enhancing a telephone presentation
• Displaying time flexibility regarding the shifts according to the requirements of the work floor
• Looking at other parts of the job

Training is an important aspect of the job of an agent of the call center and most of the call centers train their agents or telephone callers before signing them up for the jobs or courses. You can even be trained at a call center training unit in the art of proper pronunciation and dealing effectively with the queries of the customers. Proper training will help you give your best and make a mark in the career of a call center agent.

The experience of the call center agents helps them gain the relevant edge that also comes from their education and training. You need to be skilled at the relevant computer applications with expertise in MS Word and Excel. Along with that you must be experienced in the different forms of practices and principles with at least half a year's experience in a call center environment or in customer service. Along with good keyboard skills, the job also helps you know the administrative and clinical processes and relevant product knowledge.

The employment outlook of the call center agent is good with plenty of opportunities in the business process outsourcing industry cropping up. In fact, the call center jobs are expected to have a growth rate that is higher that the average until the year 2014, according to the estimations of the United States Bureau of Labor Statistics.

The median annual salaries of the call center agents are likely to be within $25,000 and $45,000 on an annual basis. This is often coupled with leaves, vacations, health insurance, etc.

The call center agent, both inbound and outbound, is required to have the task of answering the queries of the customers in case of customer support. They satisfy the customers and maintain the good image of the company. The call center agents also make cold calls for prospective customer bases and thus act in the effect of being a sales representative on the part of the service manufacturer. The call center job also involves troubleshooting problems.