Call Centre Agent / Operator

OFO No:

What is a Call Centre Agent?

A Call Centre Agent / Operator is a person who handles incoming or outgoing customer calls for a usually, a large business or corporation. 

A Call Centre Agent / Operator may handle account inquiries, customer complaints or technical support problems.  

Those Call Centre Agents / Operators that make outgoing calls are usually doing so for market research or identifying new customers for the company.

What does a Call Centre Agent do?

• represents the company at the frontline
• communicates with customers (old and new) via phone, fax or emails
• diagnoses what the client requires
• finds and communicates the solution to client
• keeps up to date with new company policies, technology, information etc
• makes sure client is treated with respect at all times, even if they are difficult
• makes changes to or update a customer profile or account information

Are you . . ?

• a problem solver?
• a good listener?
• a person with a clear and articulate voice?
• a good communicator?
• professional and serious?
• a person with a positive attitude?
• a person with good manners?
• good under pressure?
• confident?

How do I become a Call Centre Agent?

Working as a Call Centre Agent / Operator may be the first step on the ladder to success. As one learns more about the company and show positive attitude, the company may then train you for a higher position with more responsibility and more pay. 

Some Call Centre Agents / Operators may be employed with no experience. You will then receive on-the-job training. 

Other companies expect previous call centre experience. Call centre training will obviously be an added advantage and will give you a heads-up on other applicants applying for the same position.

• BOSTON COLLEGE: (Countrywide)

Offers Call Agent/Operators course

• DCT CONSULTING: (Montana Park):
  

Offers a 3-day Call Centre Operator course

• KWELANGA TRAINING: (Sandton and Cape Town): 

Offers a 2-day ‘Telephone Excellence for the Office Professional’ course

TRAINING:

• CLICK HERE to check for a training institution near you to see what they offer.
• Make sure you understand their entry requirements for each course.
• To avoid scams, make sure your institution is registered with the Department of Higher Education. 
• CLICK HERE to check accredited Private Higher Education Institutions. 

OTHER CAREERS TO CONSIDER: Inbound Call Operator … or … Receptionist

Is becoming a Call Centre Agent the right career choice for me?