What are the skills required for customer service call center positions?
Call center positions require a blend of technical proficiency and interpersonal soft skills. Being detail-oriented with good written communication skills is also at the top of the list. Bilingual fluency, especially in Spanish, is a plus. And, since positions vary within call centers, each one has to be profiled to determine the skills required for that position. Some may require higher-level technical skills for providing tech support and analytical skills for problem solving the customer issues. In other positions, sales skills are required for upselling. These positions require people who can multitask while speaking on the phone and working on the computer. How do search firms assess candidates’ skill levels? To determine the skill level of candidates, it is important to use a multitiered interview process that includes a first step of prescreening the candidate for applicable experience and verbal communication skills. The second tier is evaluation of computer skills, such as MS
Call center positions require a blend of technical proficiency and interpersonal soft skills. Being detail-oriented with good written communication skills is also at the top of the list. Bilingual fluency, especially in Spanish, is a plus. And, since positions vary within call centers, each one has to be profiled to determine the skills required for that position. Some may require higher-level technical skills for providing tech support and analytical skills for problem solving the customer issues. In other positions, sales skills are required for upselling. These positions require people who can multitask while speaking on the phone and working on the computer. How do search firms assess candidates’ skill levels? To determine the skill level of candidates, it is important to use a multitiered interview process that includes a first step of prescreening the candidate for applicable experience and verbal communication skills. The second tier is evaluation of computer skills, such as MS
