As with any career, when you start at a call center, you already have an eye towards the future and how you can grow and advance. The key is to continuously learn and hone your abilities. Working your way to the top in a call center is as much about hard skills as soft skills. This is your guide to 5 soft skills you can begin developing from day one!
Five Skills That Will Advance Your Call Center Career
Communication is Key
At the heart of call centers are communication. Employees must be able to communicate with customers and other team members effectively. These tips will help improve your ability to communicate:
- Never assume information is common knowledge. Carefully explain every situation.
- Within the call center, take note of how each person likes to communicate and tailor to them. For instance, some will prefer email or phone while others want a face-to-face conversation.
- Do not keep pertinent information to yourself. Be sure to share with those in your organization who need to know.
Manage Stress Effectively
Call centers naturally can be stressful atmospheres. They are very fast-paced, and there will be times you must deal with angry customers. It is vital that you learn how to manage stress. It is all about compartmentalizing. Devise strategies to deal with one stressful situation at a time while keeping your cool and not allowing it to ruin your entire shift.
Walk a Mile in Your Customers’ Shoes
Let’s face it. Customers do not call because they are happy with the service. They are having an issue with a product or service. In most cases, customers just want to know they are understood. Empathize with every caller and try to feel what they must be feeling. Try listening carefully, taking notes, and thoroughly analyzing an issue before you present a solution. The better you are able to connect with callers, the higher your success rate.
Put Out Fires
As mentioned above, customers can become incredibly angry. A heated situation will not lead to a positive resolution, and the caller will get off the phone still upset. Instead, work to de-escalate the situation as quickly as possible. Follow these tips:
- Maintain a calm tone of voice
- Show concern and understanding for their problem
- Ask what the best-case solution is for them and come as close to it as you can.
Are You Ready to Take Your Call Center Career to the Next Level?
Whether you are just beginning your career or a veteran ready to advance, the above tips will help hone your skills. Don’t forget, when it’s time to find your next call center job, partner with Salem Solutions. They specialize in call center staffing and can help you find a rewarding career that fits your goals. Don’t waste another minute! The beginning of your next chapter starts by contacting us!
