What do call centre workers do in their job?
Call centre workers do namely that; work in a call centre. In many cases this involves dealing with potential customers or existing customers by telephone, although there are other call centre roles that don't necessarily involve taking/making phone calls - for example, call centre managers, IT support teams, administrators etc.
Fundamentally, call centre workers tend to sell or support products and/or services for their company. They may also do this on behalf of a third-party firm.
Sales/support activities could be with both businesses and/or individuals in mind. It really depends upon the size of the business, the sector and what your particular company wants you to do.
As you may need to deal with difficult customers diplomacy is often desirable, if not essential - and so is a thick skin!
Typical responsibilities of the job include:
|•Sales||• Customer relations|
|• Negotiation||• Administration|
|• Customer services|
What other skills does a call centre operative need?
|• They need to be organised|
|• They should be able to work to instructions|
|• They should be team players|
|• They should understand that the products or services that they are selling/supporting|
|• They frequently need to be diplomatic|
|• They often need good IT skills|
|• Administration skills also help|
|• Ability to work flexible hours maybe required|
|• You should be able to work under pressure|
|• You may well be required to meet targets|
|• Customer focused||• Organised|
|• Enthusiastic||• Detail-focussed|
|• Reliable||• Versatile|
|• IT literate||• Driving (as you may be mobile)|
|• A degree is not usually required.|
|• Minimum requirements are usually good school grades.|
|• A Levels may also be useful but usually not essential.|
|• Sector specific professional training can be advantageous. For example if you are selling IT products then technical knowledge is helpful.|
Jobs which overlap with that of call centre operative include admin assistant and sales assistant.