While most of us know what entails call center jobs, i.e. talking on the phone, there is more to it than meets the eyes. Call center operators to manage all kinds of customer service problems, from services to credit cards to appliance warranties.
Many companies outsource their call center services to save money. Such call centers are called BPO call centers. Call centers provide customers with an alternative to reach out to service providers with queries or other forms of assistance.
In customer service, call center jobs can be of two types; either proactive or reactive. This means, agents can either reach out to customers with service offers, or they can work as traditional customer support and answer incoming calls. Call center agents are determined problem-solvers who are dedicated to improving customers’ experience with a company or a brand.
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Duties in Call Center Jobs
A typical workday a call center agent or a support executive is typically fast-paced and expects the agents to handle many duties at the same time. They need to be flexible with their workflow and handle any unforeseen obstacles. While this results in their workday to look different each day, agents perform the same core call center duties regardless. Let’s take a look at their day to day duties:
Assist customers on all service mediums
Working at a call center doesn’t necessarily mean you will only handle phone calls. You may have to communicate with customers via email, live chat, social media, etc. In fact, in many cases, you will have to interact with them in person. Being able to adapt to all such channels is essential for call center agents.
Provide Solutions
In order to provide great customer service, call center agents have to come up with personalized solutions for each customer. Regardless of their experience, they know that the customer knows his needs better than anyone and try to assist them with a well-thought-out and detailed solution.
Strive for Customer Delight
To stand out from the competitors, agents need to do more than just give the right answers. Delightful experiences engage customers and hence provide more value to a business. As a result, call center agents need to have the ability to turn a common customer into a faithful advocate.
Tailor customer experience
Each customer is different from the last. They have their own unique set of needs as well as goals that are specific to their circumstances. Call center agents need to recognize these differences and modify their communication to match with each customer. This results in establishing a great rapport.
Documentation
Call center jobs require extensive documentation about each interaction that takes place with a customer. When customers connect on a call, they expect a fast resolution. As a result, call center agents need to be organized and capable of quick thinking. They have to multi-task on the call which means, listen to the customer, document everything while at the same time come up with a solution that leaves them satisfied.
Skills Required for Call Center Jobs
Knowledge Retention
Call center agents need to carry extensive knowledge of the company as well as the product or service they are dealing with. Customers do not like to repeat their problems. A good call center agent will be able to understand their problem in the first go and provide a satisfying resolution as per the product and company policy.
Flexibility
A call center agent’s day-to-day responsibilities are oftentimes unpredictable. There are many unforeseen challenges that the agents need to be flexible with and adapt to. They need to be constantly ready to jump into action, especially on short notice.
Attention to Detail
Successful call center agents pay special attention to customer needs and do everything they can to satisfy each one of them. Regardless of how small the request or need might be, they do their best to deliver and surpass customer’s expectations. By doing so they show how they are willing to go above-and-beyond for their customers. As a result, customer satisfaction is also improved.
Creativity
Sometimes the solution to a customer’s problem is not very clear. While this is not, in particular, an agent’s fault, it is still their duty to come up with a solution regardless. They need to get creative and propose alternative ideas that benefit both the customer as well as the company.
Communication Skills
This one goes without saying, but since a primary part of a voice process is to speak on calls, the agents need to have exceptional communication skills. This is not limited to English alone, because there are many Hindi call centers that require fluency in the Hindi language. But regardless of the language, the communication skills need to be excellent.
Call Center Jobs Salary
Call center jobs are known to pay a good salary. In fact, there are many call center fresher jobs that pay quite well and because of this reason, many freshers look for call center jobs. Moreover, you can job descriptions where agents can work only part-time as well.
On average, a fresher with no prior experience can earn a salary of 10-12k at a call center. This will usually encompass day shifts. However, in the case of international BPO, the salary can go up to 18-20k for freshers. But this will encompass night shifts.
The salary also varies in terms of location. For instance, the salary of call center jobs in Delhi or other regions of Delhi NCR will not be the same as call center jobs in Bangalore.
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