I've Been Given The Opportunity To Work In An Incoming Call Centre, What Skills Will I Need?

First of all you need a good phone manner and be pleasant, polite and a good listener. You must not be easily distracted as you need to listen carefully to what your customer/client is asking and this is harder when you only have their tone of voice to go on.

Learning to deal with people regardless of their tone of voice is also really important, someone who is gruff is not necessarily difficult, someone who is pleasant won't necessarily stay calm.

Being able to do two things at once is also important, being able to chat on the phone and use a computer or write a note on a file or whatever is also very essential.

Being able to deal with difficult customers is also a skill in itself, staying calm and friendly, even when taking abuse is a skill. Knowing when to hang up and terminate the call is also a skill too.

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