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Core Competencies Of A Call Centre AgentCore Competencies Of A Call Centre Agent

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Author(s): Christine White | Vera Roos

Journal: South African Journal of Human Resource Management
ISSN 1683-7584

Volume: 3;
Issue: 2;
Date: 2005;
Original page

Keywords: effective call centre agent | competencies of call

ABSTRACT
Call centre agents are becoming increasingly important in the call centre context. They act as a contact point between the customer and the company. Call centre agents should have certain competencies to perform their duties sufficiently. Identifying competencies, required to be effective agents, will ease the task of training and recruitment. Due to the interrelatedness of the call centre agent, the management of a call centre and customers, all relevant role players’ perceptions were taken into account. By using qualitative analysis to analyse the data, various competencies needed to function effectively in a call centre were identified.
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