The modern call centre is no longer just a hub for handling complaints or answering the phone—it's the foundation of customer experience (CX). Agents need a specific set of call centre skills to successfully manage customer interactions, resolve issues, and represent your brand.
Think of call centre agents as master chefs in the kitchen of customer service. Just as chefs need a precise blend of technical expertise and artistic flair to wow their patrons, agents require a perfect mix of hard and soft skills to guarantee customers feel heard and understood while delivering good customer service.
To improve service and CX across the board, dive into these 11 call centre skills and use our tips to develop and improve them in new and existing agents.
Key skills and tips:
- Effective communication
- AI skills
- Empathy
- Product and service knowledge
- Technical proficiency
- Creative problem-solving
- Organisation
- Flexibility
- Active listening
- Patience
- Self-sufficiency
1. Efficient communication
Communication is one of the most crucial skills for call centres. Agents must be able to convey information clearly, understand customer needs, and ensure messages are easy to follow.
Agents with exceptional customer communication skills can:
Adapt tone and language to customer preferences.
Avoid jargon when speaking with non-technical customers.
Use positive language in negative situations.
Manage difficult customers while keeping conversations professional and concise.
Written communication skills are equally important, as agents often need to document interactions and communicate through multiple channels, including digital channels like customer messaging platforms.
2. AI skills
According to our Zendesk AI-Powered CX Trends Report 2024, 78% of customer experience leaders agree AI use will make or break businesses within three years. For businesses to see the benefits of AI in the workplace, agents need to be comfortable working alongside artificial intelligence (AI) in modern call centres.
AI skills—such as understanding how to use AI-powered systems to handle common customer queries—allow agents to focus on more complex tasks while improving efficiency and service speed. Other essential AI skills include:
Using AI-powered customer service platforms to personalise interactions
- Leveraging AI agents for routine and complex enquiries
Automating workflows to increase agent efficiency
- Optimising workforce management (WFM) using forecast data
The key to this call centre representative skill is to view AI as a partner that enhances human capabilities rather than replaces them. Teams should also be well-versed in using AI to improve customer service quality assurance (QA) and analysing interactions to identify patterns and areas for improvement.
3. Empathy
Customer empathy isn't just about being nice—it's about truly understanding and relating to customer concerns and frustrations. Great agents can put themselves in the customer's shoes, acknowledging their feelings while working towards solutions. This customer service skill also helps de-escalate tense situations and builds trust with customers who often just want to feel heard and understood.
4. Product and service knowledge
Deep product knowledge is what transforms agents from call-takers to trusted advisers. Agents must understand not only the features of their products and services but also their practical applications and common use cases. This expertise allows them to:
Provide quick, accurate answers to customer questions.
Offer proactive solutions to potential issues before they arise.
- Solve customer pain points with existing solutions.
Additionally, personal experience with products adds authenticity to recommendations and troubleshooting advice, building customer confidence in your team’s expertise.
5. Technical proficiency
From customer service solutions to ticketing systems, agents need to be comfortable with call centre technology. Successful agents can navigate multiple software systems, manage customer databases, and troubleshoot basic technical issues while maintaining a natural conversation flow with customers.
Call centre training can cover technical skills for specific systems. However, ideal call centre candidates and current agents should already have strong computer skills and the ability to troubleshoot basic issues independently.
6. Creative problem-solving
Every day in a call centre brings new challenges, and agents need to think on their feet to offer creative solutions. Whether it’s navigating an unusual customer request or troubleshooting a complex problem, creative problem-solving helps agents find the best outcomes for both the customer and the company. While creative problem-solving requires agents to think outside the box, it’s essential they still operate within company guidelines.
7. Organisation
In a busy, fast-paced call centre environment, staying organised is crucial. With multiple customer queries to manage, agents must:
Manage multiple conversations.
Track follow-up tasks.
Maintain accurate records.
Meet deadlines and expectations.
- Reach and enhance specific call centre metrics.
Tools like the Zendesk Agent Workspace and its customer information feature enable agents to unify data, knowledge base articles, and AI-surfaced details in a context panel to help ensure nothing falls through the cracks.
8. Flexibility
Whether it’s switching tasks, handling varying types of customers, or dealing with unpredictable call volumes, call centre agents adapt to constantly changing environments. Agent flexibility allows representatives to smoothly switch between different types of enquiries, communication channels, and customer personalities while maintaining a high level of service. This call centre representative skill also extends to handling call surges, adapting to new procedures, and remaining calm under pressure.
9. Active listening
Active listening is less about the words a customer says and more about the message behind their words, including underlying emotions and unstated needs.
Agents with strong active listening skills will:
Repeat key points back to customers.
Ask clarifying questions.
Acknowledge emotions before moving to solutions.
Talk thorough notes during conversations.
Pick up on tone and verbal cues.
This skill shows the customer they are being heard and can improve customer satisfaction—even during unresolved or complicated interactions.
10. Patience
Handling difficult customers requires immense patience. Agents who can stay calm and collected during challenging conversations can guide customers towards solutions without further escalating a situation. Patience also helps create a positive environment, even in frustrating circumstances.
11. Self-sufficiency
The best agents take initiative in their role, proactively seeking solutions and continuously improving their skills by:
Staying updated on product changes
Learning from challenging interactions
Seeking feedback for improvement
Managing time effectively
Making informed decisions independently.
Knowing when to escalate issues appropriately
These self-starters excel at anticipating customer needs and seeking out employee self-service options when necessary. They also regularly cultivate their learner’s mindset by researching customer trends.
Set your agents up for success
Build agent skills to deliver excellent service with call centre training.
How to develop and improve call centre skills
Developing and refining skills for call centre agents requires ongoing effort led by call centre management. Here are a few practical tips to keep your team sharp:
- Leverage AI-powered QA: Implement AI-powered quality assurance (QA) tools to monitor and assess call centre performance. These tools can identify patterns and areas for improvement while automatically analysing tone, response time, customer sentiment, and solution effectiveness.
- Complete comprehensive training: From employee onboarding to refresher courses about tools, products, and services, prioritise regular agent training throughout their lifecycle.
- Participate in call listening: Review recorded calls to analyse successful techniques and evaluate coaching opportunities. Use real recordings to help teams identify recurring customer challenges and improve service delivery.
- Shadow other agents: Allow agents to observe experienced employees handling different types of calls to learn practical shortcuts, efficiency techniques, and problem-solving approaches.
- Practice through role-play: Use call centre scripts to simulate common customer scenarios between agents so they can practise handling difficult conversations and receive immediate feedback in a safe environment.
- Do logic puzzles or games: Require agents to solve brain teasers, participate in strategy games, and play word puzzles to improve critical thinking, decision-making skills, and vocabulary.
- Deep dive into products or services: Create detailed product knowledge maps and regularly test and use company products firsthand to build a personal knowledge base of tips and tricks for solving common issues.
Skill development is an ongoing process, and the key is to maintain consistency and provide agents with the support they need to continuously improve. Regular assessment and adjustment of training methods ensure that development activities remain effective and aligned with agent needs and organisational goals.
Frequently asked questions
Grow your call centre agents’ skills
Great customer experiences start with great agents, and great agents are built through regular customer service training. Developing a team of skilled call centre agents takes time, dedication, and the right tools, and the most successful call centres know their agents need to prepare for any challenge.
Drive long-term business success and create a foundation for exceptional CX with Zendesk Training, our online training, credentialing, and certification programme that levels up your team’s expertise.
