Day 4:
Effective Communication Skills

This one is a given, but it’s still worth mentioning. Because a call center agent’s job is to communicate with callers, you should have top-notch communication skills. But communication doesn’t just mean speaking. Effective communication also involves listening to the caller, digesting the information and conveying a solution quickly and effectively. You should speak clearly, using basic vocabulary. If you can communicate effectively, this will bode well for the quality of your service. In fact, seventy-eight percent of consumers say that a competent service agent is the most important part of a happy customer experience. You simply can’t have competence without clear communication skills.