Call centre jobs often take place in busy, fast-paced environments. They can be stressful – but are a great choice if you are adaptable, positive and enjoy talking to people.
Your role will involve making or answering phone calls, helping customers, and solving problems.
What kind of call centres are there?
There are two types of call centres you might work in:
- Call centre – you will make and answer calls to answer questions and solve problems for customers.
- Contact centre – you will still make and answer calls, but you may also talk to customers through instant messaging, text, email and social media.
What are the different call centre jobs?
There are many call centre jobs you can apply for:
Call/contact centre manager
You will manage the day-to-day running of the workplace. This can include monitoring calls to improve performance, resolving complex customer complaints and tracking feedback from customers.
You will work as part of a team, so good communication skills and attention to detail are needed.
Call centre agent
Call centre agents help customers by answering questions and solving problems. Depending on the type of call centre you are working for, you may be answering phones (inbound calls) or making calls (outbound calls).
You will need good communication and customer service skills.
Live chat agent
Live chat agents speak to customers through online chat software. You will answer questions, respond to complaints and solve problems.
As a live chat agent, you will need to be fast at typing, with a good level of written English. You will often chat to more than one customer at a time, so it is important to multitask.
What skills do you need to work in a call centre?
- Patience – you may talk to customers who are angry or stressed, so you will need to remain calm
- Communication skills – to communicate with customers and the rest of your team
- Good customer service – you need to make customers feel respected and valued
- Good memory – call centres are fast-paced, so you may need to remember information quickly to answer questions and solve problems
- Be friendly and positive – you will need to show customers that you care about answering their questions or solving their problems.
Ready to get started?
If you are interested in call centre jobs, we can help you develop the skills, knowledge and experience to get started.
We can even match you with local employers once you are ready to find your new role.
Looking to fill a call centre role or upskill your team?
Get in touch with our recruitment team for access to our job-ready candidates and employee development programmes.
