• Find a job
  • For companies

Become a call center agent in South Africa

Looking to become a call center agent in South Africa?
Our comprehensive guide will help you understand what skills and knowledge you need to excel in this field. Join Gyfted's talent pool and take the first step towards a successful career as a call center agent

How to become a call center agent in South Africa?

To become a call center agent in South Africa, there are a few key requirements and steps to follow. Firstly, a high school diploma or equivalent is typically necessary, although some companies may require additional education or certifications. Strong communication skills, both verbal and written, are essential for effectively interacting with customers over the phone.
In terms of competencies, a call center agent should possess excellent problem-solving abilities, as they will often need to address customer concerns and find appropriate solutions. Patience and empathy are also important traits, as dealing with frustrated or upset customers can be challenging. Additionally, being able to work well under pressure and multitask is crucial in a fast-paced call center environment.
Motivation is key in this role, as call center agents often face repetitive tasks and may encounter difficult customers. A positive attitude and a desire to provide excellent customer service are essential for success.
To increase your chances of becoming a call center agent, it can be beneficial to gain experience in customer service or sales roles. This can help develop the necessary skills and demonstrate your ability to handle customer interactions effectively. Additionally, familiarizing yourself with common call center software and technology can be advantageous.

Key skills of a call center agent

A call center agent must possess excellent communication skills, both verbal and written, to effectively interact with customers. They should be able to listen actively, understand customer needs, and provide appropriate solutions. Good problem-solving skills are also essential to handle customer complaints and resolve issues. Agents should be able to multitask, manage time efficiently, and work under pressure. They should have basic computer skills and be familiar with call center software and tools. Additionally, agents should be patient, empathetic, and have a positive attitude towards customers. A call center agent's success depends on their ability to provide excellent customer service and maintain a professional demeanor.

Free Resume Builder

Get started

Core competencies of a call center agent

Core competencies of a call center agent include excellent communication skills, both verbal and written, active listening, problem-solving, and multitasking abilities. Call center agents must be able to handle high-stress situations and remain calm and professional while dealing with customers. They should also have a good understanding of the products or services they are representing and be able to provide accurate information to customers. Additionally, call center agents should be proficient in using computer systems and have good typing skills. A successful call center agent should be able to build rapport with customers and provide excellent customer service.

Salary of a call center agent in South Africa

The salary of a call center agent in South Africa varies depending on factors such as experience, location, and the company they work for. On average, a call center agent in South Africa can earn between ZAR 5,000 to ZAR 15,000 per month.

Best online remote job board

Find remote jobs

What does a call center agent do?

A call center agent is responsible for handling incoming and outgoing customer calls on behalf of a company. They provide customer service, answer questions, resolve complaints, and process orders. Call center agents must have excellent communication skills, be able to multitask, and have a good understanding of the products or services they are representing. They may also be required to use computer systems to access customer information and update records. The job can be stressful, as agents may deal with angry or frustrated customers, but it can also be rewarding when they are able to successfully resolve issues and provide excellent service.

What is the best way to become a call center agent

The best way to become a call center agent is to have excellent communication skills, both verbal and written. A high school diploma or equivalent is typically required, and some employers may prefer candidates with prior customer service experience. It is also important to have a good understanding of the products or services being offered, as well as the company's policies and procedures. Many call centers provide on-the-job training, which can help new agents develop the necessary skills and knowledge. Additionally, having a positive attitude, being able to work well under pressure, and being able to handle difficult customers are all important qualities for success in this field.

How long does it usually take to become a senior call center agent

The time it takes to become a senior call center agent varies depending on the company and the individual's performance. Generally, it takes at least 1-2 years of experience as a call center agent to be considered for a senior position. However, some companies may have a faster promotion track or require additional training or certifications. Senior call center agents typically have more responsibilities, such as handling escalated customer issues and training new agents. They may also have higher pay and opportunities for further advancement within the company.

Your Personal Career Adviser

Free Career Interest Test

Free Personality tests

All of the following assessment tools explore an individual's personality thoroughly, although the Big5 is the gold standard among personality assessments. And what’s key is that are all available for free here: