What are the important qualities of a call centre agent?

All the latest software and cutting-edge technology would not help unless you contact the necessary call centre agent. When it comes to deciding whether or not to do business with a firm, a customer’s experience with a call centre is frequently the deciding factor. This is why, to satisfy your customers’ demands and exceed their expectations, you must hire quality agents.

Creative problem solving

Every day, a call centre agent will face a range of problems. As a result, call centres are moving away from written word for word and toward a more flexible model. The call centres Australia agents can provide a great solution to the customer experience while also resolving the issue quickly and effectively. 


Being an agent is difficult. It might be aggravating to have to deal with unhappy and sometimes hostile consumers. As a result, the capacity to empathize is one of the most critical qualities of a call centre agent. Agents who can establish a strong rapport with a customer and make them feel like someone is listening and understanding their problem will go a long way toward building brand loyalty.


Working in a crowded call centre necessitates a high level of organization. A good call centre representative must be able to manage numerous responsibilities at the same time. Agents must accomplish all jobs swiftly and accurately, whether checking the CRM, updating data, or taking notes.

Effective communication skill

To have a positive call centre experience, you must be able to communicate effectively. It covers every part of the work and is a requirement for becoming a successful agent. Clear language, good etiquette, and the ability to give instructions that clients grasp the first time around are all requirements for call centre representatives.

Calm under pressure

Burnout is one of the reasons call centres have such a high staff turnover rate. Agents who cannot handle the daily influx of annoying calls get demotivated and dissatisfied with their work. When a call centre agent can take the strain when customers vent and diffuse, a good agent handles it smoothly.

Good memory

Call centre agents must memorize a large quantity of information to give high-quality support. Agents do not have enough time to look up answers to typical questions in the fast-paced call centre environment. Quality personnel should recall solutions to frequently asked issues and troubleshoot without hesitation after the training time.


It is never easy dealing with people daily. However, with so many tense customers calling every day, employees must not take it personally. Thus, one of the most important attributes of a call centre agent is optimism.

Bottom line

Taking incoming calls is a lonely job. Therefore, competent call centre operators must work as part of a team. Agents should love working in groups and possess attributes such as aggressiveness and friendliness. These agents can positively impact the call centre’s atmosphere by improving overall performance and morale.


Sudarsan Chakraborty is a professional writer. He contributes to many high-quality blogs. He loves to write on various topics.