12 Call Center Operator Skills: Definition and Examples
By ResumeCat Editorial Team
Published September 1, 2022
The call center operator is the first point of contact between a company and its customers. As such, they play a vital role in the customer experience. There are 12 skills that every call center operator should possess in order to be successful. These skills are: communication, active listening, problem solving, multitasking, customer service, data entry, computer literacy, phone etiquette, time management, stress management, and patience.
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Call Center Operator Skills
- Customer service
- Active listening
- Problem solving
- Time management
- Organizational skills
- Computer literacy
- Data entry
- Typing speed
- Stress management
The ability to communicate effectively is essential for call center operators. They need to be able to understand the caller's needs and relay that information to the appropriate team member. Additionally, they need to be able to provide clear instructions to the caller.
Customer service is the ability to provide assistance and support to customers. It is important for call center operators to have this skill in order to be able to effectively help customers with their inquiries and concerns.
Active listening is a skill that call center operators need in order to be successful in their job. This skill allows the operator to really listen to what the caller is saying, and to understand their needs. It is important to be able to active listen, because it can help to resolve the issue that the caller is having, and it can also help to build a rapport with the caller.
Patience is a virtue, and it's an important skill for call center operators to have. They need to be able to deal with irate or upset customers, and keep their cool in difficult situations.
Problem solving is the ability to identify and solve problems in a timely and effective manner. As a call center operator, you will need this skill in order to quickly and efficiently resolve customer issues.
Multi-tasking is the ability to juggle multiple tasks at the same time. This is important for call center operators because they need to be able to handle multiple calls at once and still provide quality customer service.
Time management is the ability to use your time efficiently and effectively. It is important for call center operators to have good time management skills so that they can handle a high volume of calls without getting overwhelmed. Good time management skills can help operators stay organized, prioritize tasks, and meet deadlines.
Organizational skills are important for call center operators because they need to be able to keep track of multiple calls and conversations at the same time. They also need to be able to quickly find information that customers or clients may need. Good organizational skills can help call center operators work more efficiently and effectively.
Computer literacy is the ability to use computers and other technology effectively. As a call center operator, you need this skill to be able to use the tools and systems you need to do your job.
Data entry is the process of inputting data into a computer or other electronic system. Call center operators need this skill to be able to input customer information into the company's database.
A typing speed of at least 60 words per minute is generally required for call center operator positions. This skill is necessary in order to be able to keep up with the demands of the job, which can often include typing out long strings of numbers or characters.
Stress management is the ability to identify and cope with stressors in your environment. It is important to manage stress in order to maintain a healthy lifestyle and avoid burnout.
How to improve call center operator skills
In order to improve call center operator skills, there are a few things that can be done. First, it is important to make sure that the operators have a clear understanding of the company’s products and services. They should be able to answer questions about the products and services in a clear and concise manner. Additionally, operators should be familiar with the company’s policies and procedures so they can properly handle customer inquiries and complaints.
It is also important for call center operators to have strong communication skills. They should be able to effectively listen to customers, understand their needs, and provide them with the information they are requesting. Additionally, operators should be able to speak clearly and concisely in order to avoid confusion.
Operators must also have strong people skills in order to build rapport with customers and create a positive customer experience. They should be friendly and helpful, and they should show empathy towards customers who may be experiencing difficulties. Additionally, operators should be patient when dealing with customers who may be angry or upset.
Finally, it is important for call center operators to be able to handle stress in a professional manner. They may occasionally deal with irate customers or difficult situations, so it is important that they remain calm and collected. Additionally, operators should take breaks when needed so they do not become overwhelmed by the demands of the job.
How to highlight call center operator skills
As a call center operator, you will need to be able to effectively communicate with customers. You should be able to remain calm and professional at all times, even when dealing with difficult customers. It is important to be able to listen carefully to customer inquiries and concerns, and then provide them with the information or assistance they need. You should also be able to type quickly and accurately, as you will often be required to input customer information into the company’s computer system.
On a resume
As a call center operator, you will be responsible for handling customer inquiries and complaints. To highlight your skills as a call center operator on your resume, you should include your customer service experience, as well as your ability to handle difficult customer situations. You should also highlight your communication skills, as you will be required to speak with customers on the phone.
In a cover letter
In your cover letter, be sure to highlight your skills as a Call Center Operator. You should include your ability to handle customer inquiries, process customer orders, and troubleshoot customer issues. You should also highlight your excellent communication skills and your ability to work in a fast-paced environment.
During an interview
As a call center operator, you will need to be able to handle customer inquiries and complaints in a professional manner. During your interview, be sure to highlight your customer service skills and experience. You should also be able to demonstrate your ability to stay calm under pressure and handle difficult customer situations.