Call Centre OperatorJob Description:
Call centre operators answer enquiries from customers by telephone, email, web chat, text and post.Job Category:
What you will do:
You could work in a wide range of sectors, like finance, mail order, product promotion, IT, local government, legal, advisory and recruitment services.
Depending on your role, your day-to-day tasks may include:
- answering calls, emails and web chat enquiries from customers
- making telesales and market research calls to new and existing customers
- dealing with customer orders, card payments, enquiries and complaints
- advising about products and services
- supporting customers to fix computer problems
- offering counselling, welfare and benefits advice, legal information or help with careers
- updating customers’ records on computer databases
With experience, you may get extra responsibilities, like training, call monitoring and quality control.
To become a Call Centre Operator, specific GCSE subjects are not necessarily required. However, certain subjects can be beneficial for pursuing a career in this field, such as:
- English: Strong written and verbal communication skills are essential for effectively communicating with customers over the phone.
- Mathematics: Basic mathematical skills are useful for handling customer transactions and processing orders accurately.
- ICT (Information and Communication Technology): Familiarity with digital tools and software is important for using call centre software and managing customer data.
- customer service skills
- to be able to use a computer and the main software packages competently
As well as:
- to be thorough and pay attention to detail (organisational skills)
- the ability to work well with others (teamwork skills)
- sensitivity and understanding
- patience and the ability to remain calm in stressful situations (leadership skills)
- the ability to accept criticism and work well under pressure
- excellent verbal communication skills
- active listening skills
There are no set requirements, although you should have a good general standard of literacy, numeracy and IT skills. Job interviews often include practical telephone and keyboard tests.
Some jobs may require more specialised knowledge, for example an IT support helpline or an advice service. For these you may need to have suitable qualifications, or be willing to be trained.
Many colleges offer introductory courses in call centre techniques, which may help when looking for work.
You could get into this job through an apprenticeship.
Working Hours and Environment:
Many companies offer full-time or part-time hours, or flexible working, sometimes on a shift system. Full-time jobs are usually 35 to 40 hours a week.
You’ll spend most of your time at a computer wearing a telephone headset.
Career Path & Progression:
With experience and training, you could progress to team leader and management level.
You could also move into human resources, resource planning, marketing and training.