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call centre operator

Call centre operators, also known as contact centre operators, normally work in the customer services department of an organisation maintaining regular contact with customers by telephone, email, SMS messaging, fax and post. The work normally involves selling goods and services, or providing information and advice. Much of a call centre operator's daily activity involves accessing and updating customers' records via a computer database.
 
Many organisations employ call centre staff. Examples include: 
  • mail-order companies – operators deal with customer orders, credit and debit card payments, enquiries and complaints
  • financial institutions – operators give advice about products and services, work in telesales and direct selling to generate leads, and conduct market research  
  • IT helplines – operators try to resolve first line enquiries from clients having problems with their computer hardware and software
  • advisory services – operators work with clients, offering services such as counselling, welfare and benefits advice, legal information and help with careers.
Some call centre operators have additional duties, such as mentoring, training, call monitoring and quality control.

Hours and Environment

Call centre operators work full- and part-time, with more and more companies offering flexible working patterns. Full-time posts are normally 35 to 40 hours a week. Some companies operate shift systems.

Operators work with a computer terminal and use a telephone headset to keep hands free to input information into the computer.

The job is normally based in an open-plan office, with the operator seated within a team on a bank of desks. In some call centres, operators have no permanent desk but work at the first available computer (hot-desking).

Skills and Interests

As a call centre operator, you should:

  • have excellent customer care skills
  • have a clear telephone voice
  • have good keyboard skills
  • have good communication skills
  • be able to work on your own or as part of a team
  • have the ability to work quickly and under pressure
  • be able to deal efficiently and patiently with all types of customers.
Foreign language skills may be useful for some roles, depending on the business.

Entry

There are no formal entry qualifications for this kind of work, although some employers may prefer applicants with qualifications such as English and maths GCSEs (A-C)/S grades (1-3). Employers look for applicants with personal qualities such as confidence and a good telephone manner.
 
Selection is normally by interview, which often includes practical telephone and keyboard tests. Although not essential, a course in basic computer keyboard skills may be useful. In addition, many colleges offer introductory courses in call centre techniques, for example:
  • City & Guilds Certificate in Contact Centre Skills (4422)
  • BTEC Awards - Introduction to Contact Centres and Call Handling Operations.
The courses above are general in nature and are useful entry points to this sector. If the job requires more specialised knowledge, then a relevant award for that sector may be required. For instance, a counselling qualification is usually preferred for working on a counselling support helpline. Similarly, you may need a computer maintenance qualification to work for an IT telephone support helpline.
 
For more specific roles, see the profiles for Helpdesk Professional, Counsellor, Personal Advisor (Connexions), Money Advisor, Welfare Rights Officer / Worker, Telephone Order Clerk and Financial Services Call Centre Operator.

Training

Most employers have their own in-house training for new entrants. You train in telephone skills, data entry procedures and product knowledge. You are coached by a supervisor or mentor when dealing with your first 'live' calls.

You can work towards one of the following qualifications once employed:

  • NVQ/SVQ Telesales levels 2 and 3
  • NVQ/SVQ Contact Centre Operations levels 1 and 2
  • NVQ/SVQ Contact Centre Professionals levels 3, 4 and 5.

Levels 1 and 2 include units on:

  • developing good customer relationships
  • IT skills, data entry and retrieval
  • transactions
  • selling techniques
  • health and safety.

Levels 3, 4 and 5 include units on:

  • managing staff and resources
  • quality control
  • performance management
  • project management.

NVQs/SVQs in Customer Service are also available for employees within this sector. Contact local colleges for details.

Many sectors, such as travel and tourism, finance and information services offer work-based awards specific to their industry, which include call handling techniques. For example, the Travel and Tourism NVQ includes options for developing and maintaining relationships with telephone callers. For more details about specific industries, see the relevant profiles.

For more detailed information about qualifications for this sector, see the e-skills UK website in Further Information.

Apprenticeships may be available for those under the age of 24. In England these are currently Apprenticeships (level 2) and Advanced Apprenticeships (level 3). To find out more about these, visit www.apprenticeships.org.uk

Apprenticeships may be different in other areas. For further information see Scotland , Wales and Northern Ireland

Opportunities

Opportunities are excellent, as there are currently around 10,500 call centres in the UK employing over 800,000 people. This number is rising due to the rapid growth of telecommunications technology.

With experience and training it may be possible to progress to supervisory roles, then into management. Other prospects include working in human resources, resource planning, marketing and training.

Annual Income

Figures are intended as a guideline only.

New entrants start at about £9,500.
Average salaries are between £12,000 and £15,000 a year.
With supervisory responsibilities, this could rise to between £16,000 and £19,000.

Bonuses and commission payments may enhance earnings.

Further information

1 Castle Lane
London
SW1E 6DR
http://www.e-skills.com

 

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The information contained in our Career Profiles Database was correct at time of publishing, but since publication certain details may have changed so please use this section as a research tool and in some cases further research may be required.

Careers Database Information By Learn Direct Advice