Detailed Description On Job Of Call Centre
Representatives Working in a Call Center
Call centers act as a basic part of customer service teams and often are the major means of communication between a business and it’s customers.
To work in a call center, you will need to be motivated by customer success. Call center agents are fast problem-solvers who are committed to increase customers’ experience with a company or brand.
Industries
Following are some examples of companies which seek to interact with customers via the telephone that can benefit from a call center:
Airlines
Healthcare
Retail
Different Types Of Call Centres
There are some different types of call centres based on their purpose, ownership and technical set up. These include:
Inbound call center
An inbound call center employs agents to receive calls from customers. These call centers manage to focus on assistance for customers who need to solve their problems or need instructions. Apart from on-call support, inbound contact center agents often provide email response or chat support.
Outbound call center
In an outbound call center, agents call potential or existing customers rather than receiving calls from them. This type of call center is mainly used for sales, promotions and customer surveys, but it is not always the case. Some of the businesses choose to welcome their new clients with the so-called welcome call, during which agents provide further information on the company’s products or policies.
Virtual call center
Many businesses go for virtual or cloud-based call centers that combine the services of both inbound and outbound call centers with various advanced features. Cloud-based call centers can be operated from anywhere, the set-up is very easy and quick and you do not need any special programming skills or equipment. Users only need a computer or a phone with an internet connection to access the service. A huge advantage of virtual call centers is the possibility to integrate them with your existing tools, such as CRM or sales support systems.
Importance of call centers
Customers have high expectations for the customer service provided by contact centres. They not only want their issues addressed, they want them handled in an expert and quick way. When a time-sensitive matter arises, customers often turn first to the telephone. According to a report from Forrester Research in 2013, the phone is the
most often used communication channel for service, with 73% of customers using the phone for customer service. This is a higher percentage than online channels, such as email and chat.
It is critical that when customers call for service or support, a representative is available. Companies that utilize call centres can effectively provide assistance to customers in need. Call centers can make a company available 24×7, or during a time window that matches customers’ expectations.
Major Skills for Call Centres Profession Listening
If you are not a good listener, you can not be a good call centre representor. Hearing the customer’s problem with patience and finding a suitable solution of their issue, is the major job of call centre agents.
Patience
Patience is the main factor, every agent should have. Because most of the time they meet such customers, who bully them or disrespect them with their annoying behavior, but you have to ignore them and convince them to sell your service.
Communication
Regardless of the employer, call centres receive calls from customers from different cultures across many time zones. Language barriers sometimes exist. This is why effective communication is important so callers can easily understand your comments and instructions without any communication gap.
Technology
You must feel comfortable with various types of phones, computers, headsets, software programs, and other technology, whether you work in a brick-and-mortar location, or from your home. Association tools allow call center team members to work from a home office with access to real-time analytics and customer context.
Time Management
Companies expect their call center team members to be useful and effective. Inbound call centers and outbound call centers have different expectations, of course, but they both demand expertise in time management.
Call Center Agent Job Description Overview
If you love to talk, then you would probably make a good call center representative. They are the people you talk with when you call any company for your needs or query by phone.
Call Center Agent Job Responsibilities and Duties:
Answer incoming calls and respond to customer’s emails.
Management and style customer complaints.
Sell products and place customer orders in the computer system.
Identify and resolve issues to supervisors.
Provide product and service information to customers.
Research required information using available resources.
Research, identify, and resolve customer complaints using applicable software.
Process orders, forms, and application.
Route calls to appropriate resources.
Document all call information according to standard operating procedures.
Recognize, document, and alert the management team of trends in customer calls.
Follow up customer calls where necessary.
Upsell products and services.
Complete call logs and reports.
Other duties as assigned.
Requirements:
Exceptional customer service, active listening and verbal and written communication skills
Professional phone voice.
Willing to learn company products, services and policies.
Proficiency with computers, especially customer relationship management (CRM) software.
Strong typing skills.
Ability to ask prying questions and diffuse tense situations.
Strong time management and decision-making skills.
Adaptability and accountability.
Bilinguality is a big plus.
What to Include in Your Call Center Agent Job Description
It is important to include sufficient details when you write a Call Center Agent job description to provide an abstract of the essential duties without incorporating too much information. Outline the functions that the position requires and highlight fundamental skills necessary to create excellent performance. Writing job descriptions is an essential task that can be made easier with the help of a basic example that incorporates particular components. Although styles and formats differ, the principal elements of a good job description include:
Title and Summary – The title of the job should be generic enough that it can be compared to similar jobs in the industry by describing the nature of the work being performed. If appropriate, add the position level, such as lead, senior, or entry. The job summary outlines the primary functions without exaggerating the importance of the role and gives candidates a sense of what will be assessed in performance appraisals. It also provides a snippet of your company at the same time, and segues into the responsibilities section.
Responsibilities and Requirements – Next, using a present tense action verb, list up to seven duties, tasks, and responsibilities associated with the job, along with the time expected to be dedicated to each task. When preparing the list of skills, levels of experience, and job tasks and obligations, avoid vague phrases. Clarity is the goal.
Company Information – Next, using a present tense action verb, list up to seven functions and tasks connected with the job, along with the time expected to be assigned to each duty. When preparing the job tasks and obligations, levels of experience, and lists of skills, clarity is the goal so make sure to avoid vague phrases. (REPETITION)
SEO – Your description must include top search terms and keyword phrases. When job seekers start the search process, the search phrases, terms, and relevant keywords they enter on popular search engines such as Google, Bing, and Yahoo should be incorporated into your job description.
Call to Action – Now that you have attracted potential applicants, it is vital to prompt prospective candidates to apply for the position. Using relevant calls to action such as send us your resume, apply now, or other appropriate catchwords and terms to drive them to take action and apply for the job.
An accurate and brief job description for a Call Center Agent gives a job seeker a sense of the priorities involved and provides a clear picture of the position for potential candidates.
