The work of a call center operator is quite difficult. During the day, you have to talk a lot on the phone, calmly listen to the complaints and claims of the callers. And try to help in any case, no matter how negatively the opponent is.
Call center operator - what is the responsibility
Call-center operators have two lines of business - incoming and outgoing calls. Accordingly, job responsibilities can be divided into two groups. Answering incoming calls, the call-center operator needs to:
Advise the caller on all issues of interest. Search and suggest the best ways to solve the problems that have arisen;
- provide the caller with full information about the activities of the company, its services and promotions.
Place an order (if the company sells goods or provides services).
Work with complaints (complaints and claims of the caller). Solve the problem yourself or forward the call to the appropriate department.
Enter into the general database information obtained as a result of communication with the caller.
The call-center operator has to sit a lot, he practically has no opportunity to leave the table. This should be taken into account when applying for a job for those who have back and spine problems. The disease can get worse.
When making outgoing calls, the call-center operator must:
- to form a database, filling it with new phones indicating the last name, first name, patronymic of the person or the names of companies;
- make calls to an already existing database in order to report new information about the company, its promotions, discounts, changes in the terms of cooperation, etc.;
- make calls to conduct surveys about the quality of services or goods provided by the company;
- to form a client base, if the work of a call-center operator in the company includes the functionality of an advertising manager;
- save and organize the information received in a common database.
Call center operators are constantly required in companies that are suppliers of cellular communications, in various network organizations that sell cosmetics, clothing, household items, etc.
Call center operator - tips for work
A call center operator needs a lot of patience. In order not to get annoyed by answering the same questions several times a day, you will have to abstract from emotions. Remember that this is only work. Strictly follow the job descriptions, trying to help the caller as much as possible. At the same time, do not get upset because of the not too polite attitude of the opponent. You always need to stay calm and remember that this is only work that needs to be done well, but you should not get hung up on it.
