Working in a call center is a good option for people who need to make a few quick bucks. It offers stability, though, the prospects of growth are rather meek. Basically there are two main types of jobs in this industry. There are a few requirements that each individual needs to satisfy in order to work in a call center. All in all, if you are planning to work in a call center, here is all the information that you will need beforehand.
In order to work at a call center, an individual needs to satisfy a few basic requirements.
- Outgoing and Energetic Personality: A call center executive is required to have an outgoing personality. Shy people often tend to face difficulty in talking to people for the first time. Hence, one needs to be able to talk to people and sell or explain without feeling shy or conscious.
- Phone Etiquette: Considering the fact that a person working in a call center communicates with target clientèle over the telephone, it is vital that they have proper phone etiquette. This will not only give out a good reputation of the company, but also prove to be successful at getting results.
- High School Degree: Not all call centers require a college degree. However, for most, a high school degree is a compulsion.
- Good Memory: You do not really require an eidetic memory to work in a call center. However, you need to be able to remember certain client details, and recollect it as and when required. Absent-mindedness can prove to be dangerous for this type of career.
- Multitasking: Multitasking is a vital part of this job. The person should be able to talk on the phone, make notes on the computer, as well as check out details at the same time. For a person to accomplish this, they need to be able to multitask efficiently.
Both outbound and inbound call centers have the need for different job descriptions. Let us first begin with the inbound organizations.
- Respond to customer inquiries
- Research required information using available resources
- Handle and resolve customer complaints
- Provide customers with product and service information
- Process orders, forms and applications
- Identify and escalate priority issues
- Route calls to appropriate departments
- Follow-up customer calls where necessary
- Complete call logs
- Complete call reports
An agent is trained to perform these tasks during the training and induction.
Outbound call centers have different requirements as compared to their inbound counterparts.
- Contact businesses or private individuals by phone
- Deliver prepared sales scripts to persuade potential customers to purchase a product or service or make a donation
- Describe products and services
- Respond to questions
- Obtain customer information
- Obtain possible customer leads
- Data entry and maintenance of customer/potential customer data bases
- Follow-up on initial contacts
- Maintain records of telephonic interactions, orders and accounts
Considering that outbound call centers work more on business development, the executive is supposed to be proficient with related skills to perform these tasks.
Key Competencies Required
A person, in order to perform well at a call center will require, these key competencies.
- Verbal and written communication skills
- Listening skills
- Problem analysis
- Problem solving
- Customer service orientation
- Organizational skills
- Attention to detail
- Team work
- Stress tolerance
- Persuasiveness, negotiation skills
- Work under pressure
- High energy level
- Planning skills
These competencies are required by everyone working in a call center, whether inbound or outbound.