Topic 1.3: The skills employers look for

Most entry-level call centre jobs ask for matric, good spoken and written English, and basic computer skills. You usually do not need a degree or previous call centre experience. The company trains you on its products and systems.

What they really test for are these skills:

• Clear communication — speaking clearly, at a good pace, in a friendly tone

• Listening — understanding what the customer actually needs, not just what they say first

• Patience and calm — staying polite when a customer is frustrated

• Typing and computer use — typing notes while you talk; many centres look for around 35 to 45 words per minute for entry level

• Reliability — arriving on time, every day, for every shift

• Willingness to learn — taking feedback from coaching without getting defensive

• Honesty — you will handle customers’ personal and financial information

You already have some of these

If you have sold airtime, helped customers at a family shop, explained homework to a younger sibling or calmed down an upset friend, you have practised communication, patience and problem-solving. In Chapter 7 you will learn how to say this in an interview.

Other languages are a bonus

English is the main language in most centres, but isiXhosa, isiZulu, Afrikaans, Sesotho and other languages are a real advantage on local campaigns, because many customers prefer to be helped in their home language.