Technique and technology are progressing every day, new products appear or new projects are being developed to provide any services. And in order to convey information to the consumer, manufacturers need to establish access channels to similar product data for a wide audience. At the same time, along with advertising, as time has shown, the policy of direct dial-up of customers and the provision of professional advice by phone has a high efficiency. Therefore, recently such type of employment as a call-center operator has become widespread.
What is a job in a call center
The work of a call-center operator can be of two directions: corporate service (within the company) and an outsourcing plan (for external customers). Moreover, the duties of the dispatcher include:
- Providing service on the line.
- The implementation of those. support.
- Acceptance and execution of applications and complaints from customers.
- Informing customers and partners.
- Reporting and information gathering.
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
The training of new staff is carried out by supervising a senior employee who provides practical training. At the same time, the future call-center operator can obtain theoretical knowledge by various methods:
- Briefing by a 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 training, educational audio recordings, and so on.
The specifics of this type of employment
It is noted that this type of employment is always in demand. This is because a qualified call-center operator occupies an important place in the producer-consumer chain, since it is thanks to the dispatcher that the customer can be sure that the information about the products or services has reached the client, and at the same time get a response and effective Exodus.
The advantages of working in a call center can be noted:
- Flexible working hours. However, employees are punished and fined for being late and absenteeism, up to and including termination of employment.
- Fixed working hours.
- Career. The call center operator has access to a large amount of information about the products and the features of the company, 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 promotion on the career ladder.
However, the work of a call center operator also has its negative aspects:
- Frequent occurrence of stressful situations (receiving complaints, resolving conflicts and other cases).
- Monotone.
- Permanent stay near equipment with electromagnetic radiation.
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 a dispatcher working not only within the office. An operator of a call center at home can carry out this activity no less skillfully and at the same time without wasting time on the road.