What Does a Call Centre Representative Do? (With Salary)
By Indeed Editorial Team
Updated December 7, 2022 | Published January 3, 2022
Updated December 7, 2022
Published January 3, 2022
The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.
Call centre representatives work in the customer service and telemarketing departments of companies. These careers require various hard and soft skills for achieving success. By knowing the responsibilities associated with these jobs, you can decide whether this is the right career path for you. In this article, we answer, "What does a call centre representative do?", provide you with a guide to help you become a call centre representative, and answer several frequently asked questions related to this profession.
What does a call centre representative do?
Those who want to work at a call centre may wonder, "What does a call centre representative do?" These professionals act as representatives of the sales team to customers and offer technical support and customer service. They can work in outsourced call centres or with large companies that have in-house customer service teams. Here are some typical duties of a call centre representative:
Customer centre representatives cold-call customers and potential clients. Call centre representatives help increase sales by onboarding customers by calling potential customers. They usually work alongside the sales and marketing team for such outreach calls.
Offer customer services
Customer service representatives also call clients for potential customer support issues and help resolve them. When required, they refer clients to other senior professionals to help offer the right solutions for complex problems. Most customer-facing businesses have company representatives available on call.
Upselling occurs when customer centre representatives encourage existing customers to buy additional products. Customer centre representatives do this by interacting with their clients to provide the most suitable product or service. These professionals determine which products can help solve challenges for customers and aggressively promote them.
How to become a call centre representative
Here's a guide to help you work as a call centre representative:
1. Get relevant skills training
The first step to becoming a call centre agent is to get relevant skills training. When you enter the industry, having the right skills can help you get a job quickly and better prepare you for the role. This can involve training with call centre software, training in customer service and communication, and training in a fast-paced environment with fixed targets. There are several short-term diplomas and certifications that you can consider doing after school or college to gain these skills.
2. Evaluate your skills as you create your resume
Next, begin creating a professional resume that highlights your skills that are most relevant to a call centre. You can focus on past experience in customer service environments, such as food service, retail work, or sales positions. These kinds of jobs typically help an employee learn how to talk to customers, resolve customer problems quickly and professionally, and meet sales targets. Think of examples in your professional career that demonstrates your use of these skills.
3. Create a resume with a focus on your skills
The next step is to create your resume. You can use a template that focuses on customer service skills and experience or make one of your own. Emphasize any skills relevant for a call centre position and briefly discuss how these skills have helped you in your experience. Make sure your resume is accurate, professional and consistent throughout. You can also draft a cover letter, as some positions require one to serve as an introduction to each candidate for the hiring manager.
4. Submit applications
Once you complete your resume and cover letter, look for suitable vacancies and submit job applications. Also, think about what kind of call centre you'd prefer to work in for your role. There are many options in the private and public sector, each with its own requirements, opportunities for advancement and salary. Working for the federal government can get you access to better benefits and a good salary, but you may need more training in specific regulations and laws for certain positions.
5. Appear for interviews
After submitting your applications, a recruiter may contact you for an interview. Typically, recruiters complete interviews either over the phone, online or in person. The interview allows your future employer to learn more about you and evaluate your professional skills to ensure you're a good match for the role and company. It's important to dress appropriately for your interviews. Remember to bring a copy of your resume and be punctual.
6. Continue learning skills on the job
Once you become a call centre agent, you can keep learning industry skills on the job. These skills, such as call centre software operation, customer service and meeting call targets, can help you explore new career paths within the industry. Attend relevant training sessions to strengthen your knowledge and learn more about different work processes. As you increase your experience, you can earn better pay and additional responsibilities.
Skills required for call centre agents
Here's a list of skills required for call centre agents:
Call centre agents interact with many clients and colleagues every day. These interactions require strong communication skills because their primary responsibilities involve speaking to either customers, callers, or supervisors. By showing strong communication skills, call centre agents can develop stronger relationships with customers and supervisors. This can enable you to achieve success in your role.
Call centre representatives require patience in their job because they face high rates of rejection and may often navigate challenging situations. Their phone calls can last significant amounts of time, and they may also communicate with upset or angry customers daily. Promoting patience helps build stronger relationships with callers because they listen attentively.
Call centre representatives have to arrive at work on time as per the schedule and meet their deadlines to keep the call volume high. This punctuality also helps them maintain professionalism. These professionals also use punctuality and timeliness when completing tasks and calling their customers or clients.
Call centre agents require strong organizational skills to maintain organized work stations because they oversee record-keeping and write notes for their calls. They also track progress and targets, which requires them to keep detailed records. By keeping an organized work station, call centre representatives prevent the loss of records.
Call centre representatives use strong time management skills because they may undertake several tasks simultaneously. These professionals use time management skills when arranging phone calls and reserving specific times for their clients. These skills also help them prioritize tasks and follow-up with customers as per schedule.
Frequently asked questions for call centre representatives
Here's a list of FAQs related to call centre representatives:
What is the work environment for call centre representatives?
Call centre agents typically work in an office setting. They can work full-time, part-time, or as contractors for staffing agencies. Call centre agents use telephones and computer software to track calls, organize phone numbers and report sales. Call centres may operate as a part of businesses or as their own entity, depending on the volume of calls and the requirements of the business. Agents rarely have exposure to occupational hazards and may even have the option of working remotely from their homes.
What is the career outlook and salary of call centre representatives?
The average national salary of call centre representatives is $17.15 per hour. According to Job Bank Canada, job seekers can expect a job shortage in this field between the years of 2019-2028. This is because job seekers can expect approximately 60,400 new job positions and 75,300 new jobseekers. Job prospects are best for those living in British Columbia and Manitoba. Jobseekers residing in other provinces can also expect fair job prospects.
What are the educational requirements of call centre representatives?
Entry-level positions in call centres usually require a high school diploma. While they typically don't require post-secondary education, many professionals decide to complete an undergraduate degree in subjects like communications, human relations, or marketing. During their training, call centre representatives develop knowledge on the best customer service practices. They also use their communication skills to ask questions about their clientele.
When required, call centre representatives also develop knowledge of company software to help ensure that they have access to information about the company and its products. When working in specific industries, call centre representatives also obtain additional training. For example, those in the medical field require training about medical terminology and procedures.
Salary figures reflect data listed on Indeed Salaries at time of writing. Salaries may vary depending on the hiring organization and a candidate's experience, academic background, and location. Please note that none of the companies, institutions, or organizations mentioned in this article are affiliated with Indeed.
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