Original Research

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

Christine White, Vera Roos
SA Journal of Human Resource Management | Vol 3, No 2 | a63 | DOI: https://doi.org/10.4102/sajhrm.v3i2.63 | © 2005 Christine White, Vera Roos | This work is licensed under CC Attribution 4.0
Submitted: 05 November 2005 | Published: 05 November 2005

About the author(s)

Christine White,
Vera Roos, North-West University, South Africa

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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.

Keywords

effective call centre agent, competencies of call

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