CSR stands for Customer Service Representative, and it refers to a frontline employee who interacts with customers to address their questions, concerns, and complaints. In a call center, a CSR is responsible for handling inbound or outbound contact with a customer via phone, live chat, email, or other communication channels. The skills required for a CSR in a call center include:

• Patience: CSRs often have to deal with frustrated or angry customers. They need to be able to listen to customers concerns and address them in a helpful and understanding manner.

• People-first attitude: CSRs should be customer-focused and put the needs of the customer first. They should be willing to go the extra mile to resolve customer issues and make sure that customers are satisfied.

• Adaptability: Working in a call center requires the ability to handle regular changes to products and services, technology, processes, KPIs, and more. CSRs should be able to adapt to these changes and work well with different personalities in their co-workers and customers.

• Communication skills: CSRs need to be able to communicate effectively with customers, whether its over the phone, via live chat, or through email. They should be able to quickly and accurately answer questions and provide information without putting the customer on hold or transferring them to someone else.

• Resilience: Handling call after call or chat after chat, moving from a frustrating call and resetting quickly to the next caller is not easy. CSRs should be able to handle the pressure and stress of the job.

Overall, a CSR in a call center plays a critical role in any business that interacts with customers. They are the first point of contact for many customers and can make or break the customer experience.