Call centre operators fulfil a vital role in any business or organisation. call centre operators can expect to spend the majority of their time receiving orders, recording technical faults, providing callers with product advice or receiving customer complaints.
As the first point of contact for most customers or business associates, call centre operators serve as representatives of the whole organisation, and employers will expect this responsibility to be taken seriously.
An ability to remain calm and professional in all circumstances will serve call centre operators well. There will inevitably be callers who seem determined to remain unsatisfied, and it will be your responsibility to pacify them.
The best strategy for dealing with difficult callers is to remain polite and reasonable, no matter how unpleasant a caller manages to be! Call centre operator need to be reasonably comfortable with using basic computer software, as most call centres use computers to log details of calls or as a source of information for the operators.
Initial training sessions should adequately cover the operation of relevant computer programmes and handsets, but some basic knowledge in this area would be a big advantage.
Call centre staff will rarely be required to hold specific qualifications, although a basic level of education will be assumed. Staff who work on technical help-lines may require further qualifications in the relevant field.
Any fresher who is senior secondary passed in any stream and has fluent English can apply for Call centre operator job. Apart from all the educational qualifications the candidates must also possess a pleasing voice and be able to communicate effectively with the customers over phone.
The candidates are also required to be very proactive in handling customer queries apart from possessing a great team spirit.The candidates that possess knowledge of selling products or services while handling clients over phone will be an added advantage.
Working in a call centre can offer you a large number of career opportunities. As there continues to be an increasing demand for call centre Agents, once trained, you may see better opportunities in other centres.
However, it is not just other call centres that you could work in, as excellent agent skills are highly sought after. If you are a successful sales Agent, this may open up opportunities to work in other sales environments, as you will have proven your ability to sell and many of the techniques are transferable.
Similarly a good customer service Agent, can use the skills they have learnt in other customer service type environments. You will develop many skills whilst being a call centre Agent, including PC/keyboard; telephone manners; customer relations etc all of which are usually very important in most jobs.
Within many organisations, they may use the call centre as a type of nursery where individuals learn about the organisation before moving into other roles. Many organisations advertise vacancies internally before they go outside, as this is less costly in recruitment terms but it is also seen to be good for morale.
Therefore, if you have an interest in working in HR or Marketing which are two areas that are often difficult to get into, then you may want to consider how starting in a call centre may help your career path.
Many students and school leavers take call centre roles in order to get their first job or help finance them during their studies. As we have said elsewhere, call centres are often looking for people to work evenings or weekends and these are often suitable to students as well as working parents.
Many centres will offer the flexibility of increasing working hours to cover holidays etc, so you can get additional hours if you need too.