A call center is a business that handles inbound and outbound phone calls to deal with customer service issues. Employees at such facilities need to exhibit appropriate call center qualifications in order to be hired, and while these qualifications can vary from center to center, some of the most important skills an employee can have include typing and computer skills, listening skills, and problem solving skills. Beyond that, other call center qualifications may include specific knowledge or training regarding the business or businesses the call center represents; if, for example, the call center represents a computer manufacturer, the employee may need specific knowledge of computer troubleshooting.
An ability to use phone systems and computer systems is one of many very important call center qualifications. The employee is likely to spend most of his or her shift on the phone dealing with customers from all over the world, and the employee is likely to use computer programs to track calls, write down customer complaints or issues, and diagnose potential problems. The employee will need to be able to follow protocol to address specific issues and communicate instructions to the caller.
This means, of course, that one of the more important call center qualifications is an ability to communicate clearly. Most call centers will require the employee to have at least a high school education or otherwise display basic skills in math and communications. The employee should be able to clearly speak the language that the callers will be speaking; the employee does not necessarily need to be a native speaker of that language, but he or she will need to display a thorough knowledge and ability to speak that language clearly.
Efficient typing skills are also required. The employee will frequently end up typing or otherwise recording information the caller presents to him or her, and the employee will need to document all issues, technical information, or other useful information during a call. Call center qualifications usually include a specific words per minute (WPM) requirement, meaning the employee must exhibit an ability to type a certain number of words per minute without making significant mistakes. It is likely that the new employee will also need to undergo on the job training after he or she is hired to learn specific company protocols, computer programs, and other processes he or she will take part in during a typical work day in a call center.