2024 Author: Howard Calhoun | [email protected]. Last modified: 2023-12-17 10:16
Equipment and technology are progressing every day, new products appear or new projects are developed to provide any services. And in order to convey information to the consumer, manufacturers need to establish channels for accessing such product data to a wide audience. At the same time, along with advertising, as time has shown, the policy of direct dialing to customers and providing professional advice by phone is highly effective. Therefore, such type of employment as a call center operator has recently become widespread.
What is call center work
The work of a call center operator can be in two directions: corporate service (within the company) and outsourcing plan (for external customers). At the same time, the duties of the dispatcher include:
- Provision of service on the line.
- Implementation of those. support.
- Acceptance and processing of applications and complaints from customers.
- Informing customers and partners.
- Reporting and collecting information.
Payment is made in accordance with the hourly work schedule, while the beginning and end of the shift are fixed on special equipment.
Teaching Methods
Training of new staff is supervised by a senior staff member who provides hands-on training. At the same time, the future call center operator can obtain theoretical knowledge using different methods:
- Instruction given by supervisor or call center manager. This is the most common method.
- Training in special centers at seminars.
- In an independent way, using various materials: video trainings, educational audio recordings and so on.
Specificity of this type of employment
It is noted that this type of employment is always in demand. This is explained by the fact that a qualified call-center operator occupies an important place in the “manufacturer-consumer” chain, since it is thanks to the dispatcher that the customer can be sure that information about products or services has reached the client, and at the same time get a response and effective exodus.
You can note the benefits of working in a call center:
- Flexible working hours. However, employees who are late and absent are severely punished and fined, up to and including dismissal.
- Fixed working hours.
- Career growth. The call center operator has access to a largethe volume of information about the products and the features of the company's work in order to provide qualified assistance and advice to customers. And therefore, in the future, such specialists have the opportunity to continue serving as a sales manager and not only, as well as to carry out further career advancement.
However, working as a call center operator also has its downsides:
- Frequent occurrence of stressful situations (reception of complaints, conflict resolution and other cases).
- Monotonicity.
- Staying close to electromagnetically exposed equipment at all times.
At the moment, this type of employment is very relevant, since such centers provide two-way communication between the customer and the contractor. There is also the possibility of the dispatcher working not only within the walls of the office. A call center operator at home can carry out this activity with no less skill and at the same time without wasting time on the road.
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