Today, many companies are hiring individuals that could surpass the required skills in communicating with customers through answering calls to take over-the-phone orders, answer customer’s questions to troubleshoot technical problems, and sometimes provide information regarding the services that are being offered by the company that a person is representing.
Duties and Responsibilities
Generally in the call center industry, there are two types of employees, the inbound and the outbound call center agents. Inbound call center representatives are the ones who are responsible for answering calls in the most professional manner that they were trained in, respond to their customers’ inquiries, and research the information needed with the resources available. Inbound call center agents are also responsible for handling the complaints of customers and providing the most effective resolution. They are also the ones processing orders, applications, and forms for the customer. Inbound call center agents also do follow ups with some customers when necessary.
Outbound call center representatives on the other hand are the ones interacting with outside parties to collect orders of goods or other services that might interest the customer. They help in collecting information regarding a business and/or company profile to ensure facts given. They usually contact business individuals to deliver scripts to make a sale. They do this to encourage potential customers to buy the products that they are promoting. Call centers as an outbound representative must have the necessary customer information to complete every transaction.
Educational Background, Skills and Experience
In the business industry, one of the most competitive careers includes call center agents. Both the inbound and the outbound agents need to be proficient in the English language. Being computer literate is a must since becoming a call center agent requires the thorough organization of details and data. Call center agents must have at least six months or more experience as a call center agent. Each call center employee must have multitasking skills that will help them in doing multiple tasks at the same time. He or she must know the product being sold or promoted.
It is required for them to have good verbal and written communication skills. They should have excellent listening skills that will help them analyze the problems of every customer and give them the proper resolution. An orientation with customer service skills will give them proper etiquette when having conversations with customers for a satisfying customer service experience.
A call center agent is prone to a stressful environment, so it is important that an applicant to assess his or her ability to adapt to the environment of a call center and be able to have a high stress tolerance to avoid becoming unproductive.
Being in the industry that provides the largest employment opportunity in many countries today, call center agents are considered fastest growing professions in the world. Though it requires things that many people could do well, it is still required for them to have the correct training to equip them while they are on the production floor taking calls.