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Top Skills and Qualities of a Call Center Associate

It's a fantastic time to get into the call center business. Customer service is more important than ever, with researchers claiming it's becoming even more important than price for most people.

Not everyone is suited for the call center life, however. Certain qualities can make or break you as a call center associate. Do you have what it takes to be successful in this growing industry?

A Positive Attitude

A great call center employee is a people-person by nature. If you're happy when you can go a whole day without talking to anyone, then this isn't the job for you. You'll be on the phone for the majority of the day, and you need to be energetic and helpful with every new caller.

Call center representatives often encounter people who are less than polite. They may be displeased with a product or completely lost. You'll need to disarm them with a charming personality to calm them down, even if they're rude to you.

Being an outgoing person with a positive attitude is one of the most important qualities call center associates can have.


There isn't an off switch on customer needs, so a call center associate has to be willing to work off-hours to make sure callers get what they need. You may need to work overnight or inconvenient evenings, but it's a part of the job you have to accept.

Americans traditionally prefer a set schedule of hours, which means not everyone is built for the call center life. If you're part of the minority who doesn't care when they work, then a call center could be the perfect fit for you.

A Great Memory

A great memory is a fantastic tool for call center associates. You'll have to know your product or service like the back of your hand, and the quicker you can memorize the information, the better you'll be at your job.

Nobody wants their call center representative to sift through their database to find the information they need. It lowers the confidence a customer has in your company and can make them hostile toward you.

Retention goes a long way in the call center world, and a strong memory will do wonders for you.

Problem-Solving Skills

When most people call customer service, they're looking to solve a problem that's a bit more complex. You'll get a softball from time to time, but most people have tried the first few solutions on their own.

To be successful in a call center, you need to excel at thinking outside the box. Creativity and problem-solving skills are must-haves for any good call center representative.

Best Qualities for a Call Center Associate

If you have these qualities, you'll likely excel in a call center. If you prefer to be left alone and set your hours, this job isn't for you.

Customer service is a growing industry, so there's no better time to get started with this career. It's not for everyone, but if you have what it takes, you can go far in this world!  Need more tips on staffing, placement, or job searching? Take a look at our blog for more helpful tips!

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