Why Soft Skills are More Important than Experience for Call Center Reps

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March 24, 2023

Call center agents play an important role in the success of a business. They are the primary point of contact for customers, and their interactions can make or break a customer's experience with a company. While technical skills and product knowledge are important for a call center agent, soft skills are equally essential.  

Soft skills are non-technical skills that can’t be taught but can be nurtured. They are the skills people use when they communicate, collaborate, and interact with each other. While experience is important – especially in a call center when experience can help an agent mentally protect themself against an angry caller – the technical portions of the job can be taught. Effective soft skills must be innate or learned over time with the right coaching and guidance.  

Below, we will discuss the soft skills that are necessary for a successful call center agent. When coupled with technical knowledge, agents with strong soft skills will lead your call center and raise the bar for your customer service team.  

Communication Skills

Effective communication is the cornerstone of a successful call center agent. Agents must be able to communicate clearly and effectively with customers over the phone, chat, or email. They should be able to listen actively to customers and respond with empathy and patience. Good communication skills also involve the ability to articulate complex information in a simple and understandable way.


Empathy is a crucial soft skill for call center agents. Agents must be able to put themselves in the customer's shoes and understand their needs and concerns. When customers feel understood and heard, they are more likely to have a positive experience with the company. Empathy also involves being patient with customers and showing understanding even when dealing with difficult situations.

Problem-Solving Skills

Call center agents should have excellent problem-solving skills to help customers resolve their issues. They should be able to identify the root cause of the problem and provide effective solutions. Agents should be able to think on their feet and make quick decisions, while also considering the customer's needs and the company's policies.

Time Management Skills

Call center agents should be able to manage their time effectively to ensure they can handle a high volume of calls or messages. They should prioritize their tasks and manage their workload efficiently to provide quick and accurate responses to customers.

Positive Attitude

A positive attitude can go a long way in creating a positive customer experience. Call center agents should have a friendly and upbeat demeanor, even when dealing with frustrated or irate customers. A positive attitude can help to diffuse tense situations and create a more welcoming environment for customers.


Call center agents should be able to work effectively in a team. They should be able to collaborate with their colleagues to provide the best possible service to customers. Agents should be willing to share their knowledge and experience with their colleagues and work together to find solutions to complex issues.

Experience may set two great call center candidates apart, but soft skills can even the playing field if a newer rep can demonstrate core capacities like the ones above.  

To recap, the soft skills mentioned above are essential for call center agents to be successful in their roles. Effective communication, empathy, problem-solving skills, time management, a positive attitude, and teamwork are all key to providing an exceptional customer experience. These soft skills can be developed and improved through training and practice, and with a focus on developing these skills, call center agents can provide exceptional service and contribute to the success of their company.

How CXNinja Can Help

Need strong contact center representatives? Contact the team at CXNinja to learn how you can hire reps who are the perfect fit for your organization, in a fraction of the time.  

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