Find out everything you need to know about becoming a Call Centre Agent.

Job Title - Call Centre Agent

Description

A Call Centre Agent / Operator is a person who handles incoming or outgoing customer calls for a usually, a large business or corporation. A Call Centre Agent / Operator may handle account inquiries, customer complaints or technical support problems. 

Those Call Centre Agents / Operators that make outgoing calls are usually doing so for market research or identifying new customers for the company.

Typical Job Activities

Represents the company at the frontline
Communicates with customers (old and new) via phone, fax or emails
Diagnoses what the client requires
Finds and communicates the solution to client
Keeps up to date with new company policies, technology, information etc.
Makes sure client is treated with respect at all times, even if they are difficult
Makes changes to or updates customer profile or account information

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Related Occupations

Contact Centre Manager
Inbound Call Operator
Outbound Call Operator
Telemarketer

Educational Requirements

Working as a Call Centre Agent / Operator may be the first step on the ladder to success. As one learns more about the company and shows a positive attitude, the company may then train you for a higher position with more responsibility and more pay.

Some Call Centre Agents / Operators may be employed with no experience. You will then receive on-the-job training.

Other companies expect previous call centre experience. Call centre training will obviously be an added advantage and will give you a heads-up on other applicants applying for the same position. BOSTON COLLEGE - Offers Call Agent/Operators course

DCT CONSULTING - Offers a 3-day Call Centre Operator course

KWELANGA TRAINING - Offers a 2-day ‘Telephone Excellence for the Office Professional’ course

What natural skills and/or aptitudes do I need for this occupation?

Be a problem solver
Be a good listener
Be a person with a clear and articulate voice
Be a good communicator
Be professional and serious
Be a person with a positive attitude
Be a person with good manners
Be able to work well under pressure
Be confident

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Employment Opportunities

High

Market Competitiveness

High

Income Potential

Moderate

Self-Employment Options

Low

International Employment Market

High

Possible Employers

Government
Big private companies
Medium or small companies

Browse companies hiring now. Relevant Contact Details

Durban University of Technology
www.dut.ac.za

AAA School of Advertising - W/Cape
www.aaaschool.co.za

Career Progress and Path

Further Studies in the specific career field
Further studies in related fields
Experience in specific field
Experience in related fields
Work performance
General management studies

Possible Career Paths

Specialist career in the specific field
Management positions in the specific field
Management positions in related fields
General business management

Employment Stability

Very stable

Reasons to consider this career

A job in government
A job in private companies
A stable job
To become a manager
To be of service to people
To learn new things
To work with languages
To work with people