How to Become a Call Centre Operator
Call Centre Operator
Call centre operators answer telephone queries from the general public. They may offer customers advice, arrange appointments, or update their details on the database. Their job may also include some cold calling.
A call centre operator deals with customer queries. They will deal with any issues that customers may have about their products or services, answer questions, arrange appointments and make payments over the phone. They may also communicate via email or chatbot.
The primary duties of being a call centre operator are:
- Answering calls from customers who have enquiries or issues with their service or product.
- Sometimes, answering email or chatbot enquiries.
- Telesales and market research calls.
- Taking card payments when necessary.
- Giving detailed advice about a particular product or service.
- Running through basic instructions with customers.
- Editing and updating records.
- Depending on the centre, they may make cold calls to new and existing customers.
There are a few ways to become a call centre operator. College courses focusing on contact centre operations or customer service could give candidates a head start when looking for a job. Online customer service courses are also beneficial. Alternatively, there are apprenticeships available in this field.
However, candidates do not need any particular qualifications to apply for call centre jobs. Generally, they will need some basic qualifications at secondary level, including English and Maths. They should be able to demonstrate computer skills and admin experience. Interviews will often include demo calls or typing tests.
Some call centre operator jobs are specialised – for example, in IT support. If a candidate is working in this role, they may need IT knowledge. If they are a specialist, they will enjoy a higher salary.
Temporary jobs are available, and this is a great way to get some experience. Customer service experience – perhaps working in hospitality or retail – is also beneficial.
Call centre operators should be confident and should find it natural to speak on telephones. They will need to talk to lots of people every day, so they should be outgoing and friendly. They will often deal with demanding customers, so they should be able to remain patient and sympathetic even if they experience rudeness. Call centre operators shouldn’t be too sensitive and should be able not to take criticism personally.
The working hours can be any time, including overnight if necessary. Candidates will be paid more for unsociable hours. Part-time work is available – this could be a good option for people who have other commitments.
Working as a call centre operator is an ideal job for career progression. The job necessitates many vital skills such as customer service, a positive attitude, and resilience. These skills are requirements in other careers, and having experience of working as a call centre operator can prove these skills.
Moreover, some candidates will progress into a particular industry, such as the travel industry, and working in a call centre initially can be the first step.
What degree is most commonly held by a Call Centre Operator ?
- Bachelor of Arts
- Bachelor of Communication
- High School Diploma
Career Transportability across Countries
What is the Salary of a Call Centre Operator ?
|Experience||Average salary | year|
|Call Centre Worker||1-3 yrs||$18,000||£23,700||$27,000|
|Call Centre Worker||3-5 yrs||$34,000||£30,182||$33,236|
|Call Centre Management Role||5-10 yrs||$58,000||£60,000||$83,090|
What skills are needed to become a Call Centre Operator ?
- Customer Service
- Microsoft Office
- Microsoft Word
- Microsoft Excel
- Time Management
- Public Speaking
- Social Media
- Microsoft PowerPoint
- Team Leadership
- Customer Satisfaction
- Data Entry
- Team Building
- Problem Solving
- Event Planning
- Organization Skills
Call Centre Operator
- Effective Questioning for Call Handlers
Improve how you or your company speaks to people on the phone to ensure good levels of service and in some situations safety
- Principles of Service Management
Your customers are your key resource Explore a service-based approach to marketing and management that can better serve them
Need even more evidence about why you should learn on FutureLearn?
Effective Questioning for Call HandlersImprove how you or your company speaks to people on the phone to ensure good levels of service and in some situations safety.Show course overview
Principles of Service ManagementYour customers are your key resource. Explore a service-based approach to marketing and management that can better serve them.Show course overview