Call Centre Agent / Operator








What is a Call Centre Agent?

A Call Centre Agent / Operator is a person who handles incoming or outgoing customer calls for a usually, a large business or corporation. 

A Call Centre Agent / Operator may handle account inquiries, customer complaints or technical support problems.  

Those Call Centre Agents / Operators that make outgoing calls are usually doing so for market research or identifying new customers for the company.

What does a Call Centre Agent do?

  • represents the company at the frontline
  • communicates with customers (old and new) via phone, fax or emails
  • diagnoses what the client requires
  • finds and communicates the solution to client
  • keeps up to date with new company policies, technology, information etc
  • makes sure client is treated with respect at all times, even if they are difficult
  • makes changes to or update a customer profile or account information

Are you . . ?

  • a problem solver?
  • a good listener?
  • a person with a clear and articulate voice?
  • a good communicator?
  • professional and serious?
  • a person with a positive attitude?
  • a person with good manners?
  • good under pressure?
  • confident?

How do I become a Call Centre Agent?

Working as a Call Centre Agent / Operator may be the first step on the ladder to success. As one learns more about the company and show positive attitude, the company may then train you for a higher position with more responsibility and more pay. 

Some Call Centre Agents / Operators may be employed with no experience. You will then receive on-the-job training. 

Other companies expect previous call centre experience. Call centre training will obviously be an added advantage and will give you a heads-up on other applicants applying for the same position.

  • BOSTON COLLEGE: (Countrywide)

Offers Call Agent/Operators course

  • DCT CONSULTING(Montana Park):

Offers a 3-day Call Centre Operator course

  • KWELANGA TRAINING: (Sandton and Cape Town)

Offers a 2-day ‘Telephone Excellence for the Office Professional’ course


  • CLICK HERE to check for a training institution near you to see what they offer.
  • Make sure you understand their entry requirements for each course.
  • To avoid scams, make sure your institution is registered with the Department of Higher Education. 
  • CLICK HERE to check accredited Private Higher Education Institutions. 


OTHER CAREERS TO CONSIDER: Inbound Call Operator … or … Receptionist

Is becoming a Call Centre Agent the right career choice for me?