Sample Job Descriptions
Call Center - General

Thanks to the internet and other digital telecommunication advances, the call center industry has seen tremendous growth over the last couple of decades.  New, secure technological advances allow a company to outsource their customer service tasks to different states and more commonly, to distant countries halfway across the world.   

Call centers have given rise to flourishing new economies in developing countries.  Call center agents in countries such as India and the Philippines have transformed customer service and the ability of companies to offer 24 hour support and sales agents. 

Call center agents are needed for sales, fulfillment, product support, billing support, technical support, marketing and other functions for today's companies. Almost all companies require some form of customer phone interaction in one way or another.  Companies requiring call center agent include but are not limited to merchandising and product sales, banks cable television, and internet and phone telecommunication service providers. The need for on-demand call center agents has never been greater.

Various job duties are available at call centers, these include but are not limited to call center agents, team leader, call center manager, call center executive, CRM manager, and many others. The job skill and educational backgrounds for these positions vary depending on the position.

The need for superior communications skills is paramount in the call center industry.  Agents and managers must be able to understand and connect with their clients effectively. Embracing and understanding technology for computers and applications to complex call routing equipment is a must.  For management positions, a thorough and greater understanding of business and call analysis software used for inbound and outbound data comparison is crucial to understanding and improving average call time's client issue handling and agent effectiveness. 

Customer complaint handling and the ability to deal with irate clients without loosing control and taking the individual's bad attitude personal are important personality attributes for these agents, supervisors and managers.  Problem solving and diplomatic resolution tactics make for a call center superior agent or supervisor. 

In the case of outbound calling and marketing calls for cold call agents, the salesmanship and connection abilities of the agent are crucial to success and conversion rate on sales.   

Call center operation normally is 24/7 with agents taking customer service calls and orders for three shifts.  Many call centers are located in states with different time zones or more commonly, in countries with extreme time differences.  Agents, supervisors and managers need to be able to work at late night, early morning and varied shifts. 

Security and employee trust and confidentiality is another concern for call centers workers.  Many calls and transactions involve the handling of personal and private customer information and credit card transactions.  In the case of bank call centers, the agents have access to a customer's bank assets and personal information such as social security numbers.  The need for integrity and background checks along with possible bonding of employees is also a major consideration in this field.

Home | About us | Monster.com | HotJobs.com | Privacy | Terms of Use
Link Partners | Add Link | Submit Link

Copyright JobSerivceHelp.com 2005. All rights are reserved