Call Center Jobs - Responsibilities, Salary Scope

Call Center Jobs - Responsibilities, Salary Scope Call Center Jobs: Duties, Skills salary5 min read Read ­ing Time: 4 min ­utesWhile most of us know what entails call cen ­ter jobs, i.e. talk ­ing on the phone, there is more to it than meets the eyes. Call cen ­ter oper ­a ­tors to man ­age all kinds of cus ­tomer ser ­vice prob ­lems, from ser ­vices to cred ­it cards to appli ­ance war ­ranties. Many com ­pa ­nies out ­source their call cen ­ter ser ­vices to save mon ­ey. Such call cen ­ters are called BPO call cen ­ters. Call cen ­ters pro ­vide cus ­tomers with an alter ­na ­tive to reach out to ser ­vice providers with queries or oth ­er forms of assis ­tance. In cus ­tomer ser ­vice, call cen ­ter jobs can be of two types; either proac ­tive or reac ­tive. This means, agents can either reach out to cus ­tomers with ser ­vice offers, or they can work as tra ­di ­tion ­al cus ­tomer sup ­port and answer incom ­ing calls. Call cen ­ter agents are deter ­mined prob ­lem-solvers who are ded ­i ­cat ­ed to improv ­ing cus ­tomers’ expe ­ri ­ence with a com ­pa ­ny or a brand. Relat ­ed Call Cen ­ter job Vacan ­cies in Del ­hi-NCR: Job Vacan ­cies in Noi ­da BPO Job Vacan ­cies in Gur ­gaon BPO Job Vacan ­cies in Noi ­da Call Cen ­ter Duties in Call Center Jobs A typ ­i ­cal work ­day a call cen ­ter agent or a sup ­port exec ­u ­tive is typ ­i ­cal ­ly fast-paced and expects the agents to han ­dle many duties at the same time. They need to be flex ­i ­ble with their work ­flow and han ­dle any unfore ­seen obsta ­cles. While this results in their work ­day to look dif ­fer ­ent each day, agents per ­form the same core call cen ­ter duties regard ­less. Let’s take a look at their day to day duties: Assist customers on all service mediums Work ­ing at a call cen ­ter does ­n’t nec ­es ­sar ­i ­ly mean you will only han ­dle phone calls. You may have to com ­mu ­ni ­cate with cus ­tomers via email, live chat, social media, etc. In fact, in many cas ­es, you will have to inter ­act with them in per ­son. Being able to adapt to all such chan ­nels is essen ­tial for call cen ­ter agents. Provide Solutions In order to pro ­vide great cus ­tomer ser ­vice, call cen ­ter agents have to come up with per ­son ­al ­ized solu ­tions for each cus ­tomer. Regard ­less of their expe ­ri ­ence, they know that the cus ­tomer knows his needs bet ­ter than any ­one and try to assist them with a well-thought-out and detailed solu ­tion. Strive for Customer Delight To stand out from the com ­peti ­tors, agents need to do more than just give the right answers. Delight ­ful expe ­ri ­ences engage cus ­tomers and hence pro ­vide more val ­ue to a busi ­ness. As a result, call cen ­ter agents need to have the abil ­i ­ty to turn a com ­mon cus ­tomer into a faith ­ful advo ­cate. Tailor customer experience Each cus ­tomer is dif ­fer ­ent from the last. They have their own unique set of needs as well as goals that are spe ­cif ­ic to their cir ­cum ­stances. Call cen ­ter agents need to rec ­og ­nize these dif ­fer ­ences and mod ­i ­fy their com ­mu ­ni ­ca ­tion to match with each cus ­tomer. This results in estab ­lish ­ing a great rap ­port. Documentation Call cen ­ter jobs require exten ­sive doc ­u ­men ­ta ­tion about each inter ­ac ­tion that takes place with a cus ­tomer. When cus ­tomers con ­nect on a call, they expect a fast res ­o ­lu ­tion. As a result, call cen ­ter agents need to be orga ­nized and capa ­ble of quick think ­ing. They have to mul ­ti-task on the call which means, lis ­ten to the cus ­tomer, doc ­u ­ment every ­thing while at the same time come up with a solu ­tion that leaves them sat ­is ­fied. Skills Required for Call Center Jobs Knowledge Retention Call cen ­ter agents need to car ­ry exten ­sive knowl ­edge of the com ­pa ­ny as well as the prod ­uct or ser ­vice they are deal ­ing with. Cus ­tomers do not like to repeat their prob ­lems. A good call cen ­ter agent will be able to under ­stand their prob ­lem in the first go and pro ­vide a sat ­is ­fy ­ing res ­o ­lu ­tion as per the prod ­uct and com ­pa ­ny pol ­i ­cy. Flexibility A call cen ­ter agen ­t’s day-to-day respon ­si ­bil ­i ­ties are often ­times unpre ­dictable. There are many unfore ­seen chal ­lenges that the agents need to be flex ­i ­ble with and adapt to. They need to be con ­stant ­ly ready to jump into action, espe ­cial ­ly on short notice. Attention to Detail Suc ­cess ­ful call cen ­ter agents pay spe ­cial atten ­tion to cus ­tomer needs and do every ­thing they can to sat ­is ­fy each one of them. Regard ­less of how small the request or need might be, they do their best to deliv ­er and sur ­pass cus ­tomer’s expec ­ta ­tions. By doing so they show how they are will ­ing to go above-and-beyond for their cus ­tomers. As a result, cus ­tomer sat ­is ­fac ­tion is also improved. Creativity Some ­times the solu ­tion to a cus ­tomer’s prob ­lem is not very clear. While this is not, in par ­tic ­u ­lar, an agen ­t’s fault, it is still their duty to come up with a solu ­tion regard ­less. They need to get cre ­ative and pro ­pose alter ­na ­tive ideas that ben ­e ­fit both the cus ­tomer as well as the com ­pa ­ny. Communication Skills This one goes with ­out say ­ing, but since a pri ­ma ­ry part of a voice process is to speak on calls, the agents need to have excep ­tion ­al com ­mu ­ni ­ca ­tion skills. This is not lim ­it ­ed to Eng ­lish alone, because there are many Hin ­di call cen ­ters that require flu ­en ­cy in the Hin ­di lan ­guage. But regard ­less of the lan ­guage, the com ­mu ­ni ­ca ­tion skills need to be excel ­lent. Call Center Jobs Salary Call cen ­ter jobs are known to pay a good salary. In fact, there are many call cen ­ter fresh ­er jobs that pay quite well and because of this rea ­son, many fresh ­ers look for call cen ­ter jobs. More ­over, you can job descrip ­tions where agents can work only part-time as well. On aver ­age, a fresh ­er with no pri ­or expe ­ri ­ence can earn a salary of 10â€"12k at a call cen ­ter. This will usu ­al ­ly encom ­pass day shifts. How ­ev ­er, in the case of inter ­na ­tion ­al BPO, the salary can go up to 18â€"20k for fresh ­ers. But this will encom ­pass night shifts. The salary also varies in terms of loca ­tion. For instance, the salary of call cen ­ter jobs in Del ­hi or oth ­er regions of Del ­hi NCR will not be the same as call cen ­ter jobs in Ban ­ga ­lore. 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