Second is personality. Outgoing and friendly personality are the indicators of having a good personality. Agent must be people-oriented because they are going to deal with different kinds of people. Telephone personality is also significant in call center industry. Agent must know how to manage the irate and angry customers.

Third is the right seat on the right bus. It means agents must understand individual differences. They must know how to consider the uniqueness of their customers with one another to be able to give their customers the quality services.

Fourth is multiple hats required. In this quality, multi tasking is emphasized. Agents must know how to work in different medium at the same time. While talking with the customer, they will encode the data, they will write in a paper and they will analyze the information that they must give and they must listen from the customers.

Lastly is being learned or learners?  Flexibility is important. Agents must be supple in dealing with different kinds of customers. They must give their customers the best quality of services at all times.

Agents having those 5 qualities can be a successful call center agent. Call center must be thankful having those agents with good qualities because agents are frontliners, the success of a call centers depends on the performance of the agents. [via]