What Skills Do I Need to Work in a Contact Centre?
Are you a born communicator, do you have brilliant patience and lots of empathy? If so, have you ever thought about trying your hand in a Contact Centre?
Spicerhaart’s call centre is based at our headquarters in Colchester and plays an important part in ensuring that our property sales and lettings run smoothly.
Our ‘Personal Move Assistants’ handle thousands of calls, emails and webchats every week, providing customer service, technical support and sales, working closely with our branches as well as customers. Our contact centre is a hub for information, support and advice.
The role involves registering clients’ details and passing onto branches to arrange viewings, booking property valuations, completing admin tasks relating to brochures, floor plans and inputting data
What Skills Do You Need?
Due to the importance and nature of call centres, those who work there must have certain skills to take on the role, such as:
- Communication – Having a great telephone manner may be the most important skill when working in a contact centre, to ensure absolute customer satisfaction and to effectively work with the rest of the team.
- Patience – Issues such as miscommunication or technical problems mean that patience really is a virtue within your role, making sure you stay calm and focused on resolving any issue.
- Empathy – Making sure you can empathise and try and relate to customers who have issues that need resolving. If you are good at empathising and offering solutions, then you may be fit for the role.
- Teamwork – This is a skill important in all career paths and aspects of life, knowing you can work in a team to support one another, solve problems and make things run efficiently and smoothly. But it is especially important in a call centre where you may need to transfer a customer to different colleagues to find the perfect result.
- Critical thinking – Being able to gather information quickly and analyse, understand, or evaluate what is going on is key to helping customers and colleagues tackle complaints, issues, or general queries.
- Personable – You must create a friendly, welcoming, and helpful environment for the person at the end of the phone; it’s most likely they are calling you for some form of help, so they must feel like they can trust you and are in the right hands.
- Efficient – Working quickly, thinking on your feet but still giving correct and precise information is crucial to your role and maintaining good working practice.
So, if this sounds like you, or someone you know, apply now to begin a career that you’re perfectly suited for!
