It’s not always possible to find work in a specialty. But somehow you have to live. Therefore, people go to work in call centers. The salary is not bad there, and there are not many responsibilities. Is that so? In this article we will tell you what responsibilities the call center operator should fulfill.
Receive incoming calls
The call center operator has many responsibilities. One of them is to answer the phone. This is the easiest task. A person needs to consult a client competently. If the operator rings the work phone, he can be sure: the person on the other end of the wire has a problem. So, it must be solved. The specifics in each call center are different. Somewhere, the operator helps to configure the modem, somewhere he fixes problems with the TV. The operator’s responsibilities also include the process of settling any slip on request. For example, a client has filed an application for an Internet connection. But the assembly team did not appear on time. In this case, the call center employee must quickly respond, find a free team and send it to the address or find out where the installers got to and why they did not appear on time to the client. In such situations, you need to not only solve the problem, but also try to reassure the client. After all, people are different, some may decide that if the company had an overlay at the first stage, then such troubles will continue to happen. The call center operator is the face of the company. All complaints and accusations will fall on him.
The duty of a call center operator in a taxi is to accept applications. A person must quickly respond, form an order and put it in the database. Finding a car in person is not his responsibility. The main thing here is not to make a mistake in writing the address, because often taxi operators are not in the same city where the order is made from.
Outgoing calls
Also, the call center operator is responsible for calling the customers on an airplane. What to talk about with people? Well, certainly not about the weather. Each call center operator has a job description. It spells out his duties. One call center can deal with different projects. Internet connection, lending, ordering a taxi - this is only a small part of what the operators are working on. Most often, people offer customers services. For example, one of the tasks of an operator who works in a bank is to ring people up and offer them to get a loan. Each employee of the call center has a customer base, that is, they do not call all but potential customers. If a person has at least once already been credited to a bank, it is likely that he may need another loan. The task of the operator is to instill in the soul of the client the desire to take money at interest. But the employee of the call center, who is working on a project to connect to the Internet, is phoning customers in a certain area in order to offer them a change of provider.
Application Processing
After the call is completed and the client has agreed to activate the service or accepted any other offer, the operator draws up an order form. This reporting is conducted in a special computer program. The duty of the call center operator is to correctly fill in certain columns. Most often they include a full name the client, his address, the type of service to which he agreed, and the number when the order will be placed. Depending on the specifics, the information that needs to be entered into the database may vary. For example, it is the responsibility of the bank's call center operator to fill out a loan application or fill out a form stating that a call has been made reminding the client to deposit money into the account on time.
All operator work is concentrated in one, at most, in two computer programs. And you need to understand them very well. Each employee is required to undergo trainings and consultations from time to time, where they talk about updating the software product.
Placing orders
The call center operator's job responsibilities include not only receiving calls. The employee must place orders accepted. For example, the operator agreed to connect a new tariff for the Internet, but for this it is necessary to change the equipment. The call center employee must place an order in which he prescribes the arrival date of the master, all the materials that will be required for installation, as well as the amount that the client will have to pay. And he does not just bring all this information into his program. He must inform the client about everything so that he is at home on the appointed day, has a passport with him and does not give money to employees, but puts it in a new personal account.
Maintaining a customer base
The responsibilities of the operator of the MTS call center and similar projects include calling customers. Why do they bother citizens? Operators offer people to switch to new tariffs. Some agree, others refuse. In order to somehow separate the refuseniks from those who agreed, the call center employees have to maintain a client base. There, information is entered that a person was called, about what was offered to him. If the client has refused the service, the reason for the refusal is necessarily recorded. Perhaps the tariff was too expensive. If new services appear in the company, they will call the person again and offer cheaper package options.
In our example, call center operators offered people to connect a new tariff, but still more often it is their responsibility to entice customers from another operator. And in this case, again, it is impossible to do without a base. It is bought from a telephone operator, and the call center employees start calling. Here their goal is not only to entice customers to a competing operator, but also to collect information on why they use the services of a company.
Reporting
What responsibilities does the call center operator still have to fulfill? Keep reporting. If the operator works not only to receive incoming calls, but also independently calls customers to offer them some product or service, then in this case his salary directly depends on successfully executed applications. So, the call center employees themselves put their achievements in the table and calculate their average score. Of course, this data is double-checked. The data entry procedure should help a person monitor their progress and regression.
Also, the duties of employees include putting down their days off. For a week, each operator must fill out a weekend form, so that later this table can be approved by the higher authority and set up a schedule.
Make decisions independently
It is easy to imagine an adult who cannot be held responsible for his actions. So, such persons have no place among the employees of the call center. People who give advice and accept applications should understand that their words are not an empty phrase. If the client remains unsatisfied, then a reprimand from the bosses is still the easiest punishment for wrongdoing. The responsibilities of the call center operator in the bank include handling personal data of people. And since this is classified information, it is impossible to disclose it outside the work. After all, everyone hopes that information about his financial well-being will remain secret.
Of course, the call center operator does not work alone, and in the event of any emergency, he can turn to a superior for help. But rarely is a working day routinely. Every day, customers ask questions that are not in the standard brief. You have to strain your imagination so as not to let a person down and not to disgrace the company in his eyes.
What qualities should an applicant have?
What information should an employer provide for a resume? A person applying for this position knows the duties of a call center operator in advance. So what to indicate in your resume what qualities the employer wants to see there? The HR manager always pays attention to the word "responsible." After all, it is precisely such people who can entrust complex tasks and understand that they will be completed. Sociability is simply a necessary quality for a call center operator. A person who applies for this job, not only must be able to speak correctly, but also love this occupation. Stress resistance is a big plus in working with any people, and especially those who call with complaints. A person who wants to work in a call center should not only have the art of eloquence, but also have a competent speech. Indeed, parasitic words and lowing are unpleasant to listen to.
Other operator responsibilities
A person who works in a call center must perform not only what is written in the job description, but also follow the unspoken rules of the company. For example, not only not to be late for work, but also to arrive 15 minutes earlier. In many call centers, it is forbidden to eat or drink anything other than water at the workplace. Operators should not make noise so as not to interfere with their neighbors. An employee of a call center does not have the right to raise his voice when talking with a client, just as he cannot hang up, even if a stream of foul language pours on him. The operator must keep his workplace clean and monitor the working equipment.