In South Africa, call centres have become one of the top employers, especially for young people entering the workforce. With competitive pay, career development options, and a supportive team environment, it’s a great place to start.

In this guide, you’ll learn everything you need to know to land a call centre job and turn it into a stepping stone for a better future.

Working in a call centre means helping people by answering their questions and solving problems over the phone or through online chats.

To succeed in this kind of job, you need to speak clearly, stay calm under pressure, and be patient with all kinds of customers. The good news is that many call centres provide training to help you learn these skills, even if you’re starting with little or no experience.

In most cases, you’ll need to apply with a short CV (resume) and go through an interview. Some jobs are based in office buildings, while others allow you to work from home if you have the right setup.

Understanding how a call centre works will give you a better chance to get hired and succeed in the role.

There are different types of call centres, depending on the kind of service they offer. Some focus on customer support, where you help people with product questions, complaints, or technical issues. Others focus more on sales, where you call potential customers and promote services or products.

You’ll also find:

Some places do both. You may be handling technical support, billing queries, or scheduling appointments. It’s helpful to know the type of centre you’re applying to so you can prepare for the tasks you’ll be doing.

Your main task will be to talk to customers in a helpful, friendly way. You’ll answer questions, solve problems, or give information. Often you’ll use a script to guide you, but it’s also important to adjust based on each customer’s needs.

You may need to record details from each call using a computer system. These notes help the company keep track of what’s been discussed or resolved.

Sometimes you’ll transfer calls to the right department or do follow-ups. Staying calm and polite—especially when a customer is upset—is a big part of the job.

To do well in a call centre job, you need strong listening skills. You must hear what the customer needs and ask questions to understand them better.

You also need good typing skills and basic knowledge of computers because you’ll often enter details while talking. Being comfortable using systems or apps is a plus.

It’s important to stay focused, even during busy shifts. Clear speaking and reading skills help you follow instructions and scripts correctly. You also need to be respectful and professional at all times—that’s what builds trust with customers.

To get a job in a call centre, you need to show that you can speak clearly, stay calm under pressure, and use basic computer tools. Many companies will give you training, but you must still prepare properly for the hiring process.

Your CV should focus on your communication skills and any experience with customer service. Even if you’ve never worked in a call centre, mention any work where you dealt with people—like in shops, markets, or offices.

Include:

Keep your CV to one page, use bullet points, and make sure there are no spelling or grammar mistakes. A clean, simple layout makes a big difference.

Practice answering questions out loud, especially common ones like:

Speak slowly and clearly. Be ready to give real examples of times when you helped others, even outside work.

If your interview is online, make sure your background is quiet and your phone or computer is charged. Dress neatly—even if it’s on video—and look at the camera when speaking.

Your tone matters too. Sounding friendly, positive, and confident will leave a strong impression.

Most call centres in South Africa want you to have at least a matric certificate (Grade 12), but some accept lower levels if you show the right skills.

You must be able to use a computer or at least be willing to learn. Many employers will check your typing speed and how well you speak or write in English. Some jobs want you to know other languages like isiZulu, isiXhosa, or Afrikaans, depending on their customers.

You’ll also need to be willing to work shifts, including evenings or weekends, and have a clean background record.

To do well in a call centre job, you need to speak clearly, manage your stress, and think about how you can grow your career. These tips will help you enjoy the job and possibly move into higher positions.

Start every call by greeting the customer and using their name if you know it. Listen without interrupting. Take short notes to remember the details.

Repeat the customer’s problem to show you understand. Use simple words—no need to sound fancy. Even if someone is angry, your calm and friendly voice can help calm things down.

Most important: Show empathy. If someone is struggling, saying “I understand” or “I’m here to help” can make them feel respected and heard.

Call centre work can be busy and stressful. You’ll talk to many people every day, and not all of them will be nice. Here’s how to stay on top:

Looking after your mental health helps you do your best and keeps your energy steady throughout your shift.

A call centre job can open doors. You might move up to be a team leader, trainer, or even a manager. Some agents grow into sales, technical support, or quality control roles.

To get ahead, focus on improving your skills. Learn new systems, help new staff, and show you’re willing to take on responsibility. Keep a record of your achievements and share them in performance reviews.

When you show that you’re serious about your work, managers will notice—and that’s how promotions happen.

Working in a call centre can be a great way to earn a steady income, build useful skills, and grow your career—even if you’re just starting out. Whether you’re helping customers, solving problems, or making sales, your ability to communicate clearly and stay calm under pressure will help you succeed.

With the right attitude, some basic training, and a willingness to learn, you can turn a call centre job into a real opportunity. Keep improving yourself, stay professional, and you’ll be surprised at how far this path can take you.