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Call Centre Services The Inside Working And Trends

By Author: Salvatore Andrea
Total Articles: 6261

Inbound call centre is a call centre where the callers handle only inbound calls or incoming calls rather than outbound calls. The agents provide customer service to callers and also do the marketing of various products and services and sell them by making appointments. A call centre may handle only inbound calls or outbound calls or both.

Job description of Inbound Call Centre

Main job profile of the inbound call centre services include:-
Answering incoming calls to take orders
Handling of customer complaints via telephone and email
Providing service information to customers
Updating customer information
Processing of orders, applications etc.
Following up with customers as and when required
Completion of call logs and generating call related reports
Basic duties of administration during low call volume periods.

Candidates who are right for this job profile ought to have good written and verbal communication skills, listening skills, pleasing personality, good analytical and problem solving ability, high patience and tolerance levels and adaptability.

Role and responsibilities

Call centre operators have a major role to play in maintaining and uplifting an organization’s professional image. Call centre executives serve as representatives of the company where they work, to the customers and business executives.

The call answering service demands the executives to be polite and calm throughout the calls and no matter how dissatisfied some customers might be over the phone, it is the duty of the executives to pacify them by being reasonable and helpful. The executives ought to be adequately comfortable with using the basic computer software as well.

Working schedule

All call centres usually have a proper office environment that helps to achieve a good balance between work life and personal life. Part time jobs are also often available.
Some call centres also have 24 hours phone answering service and might operate in shift system, specifically day and night shifts. Night shift employees are often paid more than the normal shift employees are so that there are no complaints from their ends and work can flow smoothly.

Requirements at the entry level

Usually no formal qualifications are required but employers generally prefer candidates with qualities like high confidence and good call answering manners, with a reasonable standard of education and basic maths. Job interviews include practical tests on telephone and keyboards.

Promotion and Growth

Call centre agents show an aptitude towards their work with a willingness to excel and offered promotions to supervisory levels, which usually include handling a small team. From there, the deserving candidate with an endeavour to achieve more and a zeal to succeed would definitely make it to the managerial position soon enough.

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