Back to Course

Call Centre Agent

0% Complete
0/0 Steps
  1. Chapter 1: Inside a Call Centre
    5 Topics
    |
    1 Quiz
    1. Topic 1.1: What a call centre actually does
    2. Topic 1.2: A day in the life of an agent
    3. Topic 1.3: The skills employers look for
    4. Topic 1.4: Where the job can take you
    5. Practice: Your call centre fit check
  2. Chapter 2: Your Voice and Your Words
    5 Topics
    |
    1 Quiz
  3. Chapter 3: Handling a Call from Start to Finish
    5 Topics
    |
    1 Quiz
  4. Chapter 4: Systems, Typing and Multitasking
    5 Topics
    |
    1 Quiz
  5. Chapter 5: Difficult Customers and Hard Calls
    5 Topics
    |
    1 Quiz
  6. Chapter 6: Targets, Quality and Looking After Yourself
    5 Topics
    |
    1 Quiz
  7. Chapter 7: Getting Hired in a Call Centre
    5 Topics
    |
    1 Quiz

Quizzes

Call Centre Agent Chapter 1: Inside a Call Centre
Lesson 1 of 7
In Progress

Chapter 1: Inside a Call Centre

Akhona Eland October 20, 2026

Call centres, also called contact centres, are one of the biggest employers of young people in South Africa, and most of them hire people with matric and train them on the job. Before you learn the skills, it helps to know what the work really looks like. This chapter shows you the different kinds of call centre jobs, what a shift is like, and where the job can take you.

Chapter outcomes

By the end of this chapter you will be able to:

  • Explain what a call centre does and the main types of call centre work

  • Describe what a normal shift looks like for an agent

  • Name the skills employers look for when they hire agents

  • See the career path from agent to team leader and beyond

Start Chapter 1 →

Go to the Chapter 1 Quiz →

The quiz opens once you have marked every lesson in this chapter complete.

Enjoyed Chapter 1?

Unlock every chapter of Call Centre Agent and download your certificate. R199 once-off, no monthly fees.

Get the full course – R199
Lesson Content
0% Complete 0/5 Steps

Responses