Call / Contact Centre
Manager

CLICK HERE

for more info about this career.

OFO No: 524401

Other names for Telemarketer:

• Contact Centre Agent (Interactive and Direct Marke
• Customer Contact Centre Salesperson
• Internet Salesperson
• Telemarketer
• Telemarketing Salesperson
• Telephone Sales Person

What is a Telemarketer?

• Do you love talking to people on the phone?

• Do you have a good, clear telephone voice?

• Are you persuasive?

• Could you sell honey to bees?

If you said YES, YES, YES and YES – You might consider becoming a Telemarketer!

A Telemarketer is a kind of ‘sales’ person. They advertise the company by phoning other companies and/or private individuals to try and get them to buy the product or services of the company they work for.

They could be selling products, services or even asking for donations for a charity organisation.

Telemarketers can work in a call centre or by themselves for a small company or organisation.

Most Telemarketers earn a basic salary and commission. The harder you sell, the more you earn.

What does a Telemarketer do?

• tries to ‘sell’ orders for products or services over the telephone
• makes ‘cold’ calls (phones people they don’t know) to sell products or services
• presents prepared sales talks by reading from scripts that describe products or services to clients
• contact businesses or private individuals by telephone sell products or services or ask for donations
• describes products or services and prices
• answers questions from customers
• collects customer information eg name, address and payment method etc
• records the order details
• researches to find telephone numbers of potential customers  (eg telephone directory or other databases)
• answers calls from potential customers who have seen a company advert
• follows up on orders
• maintains records of contacts, orders etc

Are you . . . ?

• a good ‘sales’ person?
• persuasive?
• a people’s person?
• positive?
• target driven?
• a person with a good, clear speaking voice?
• able to communicate well on the telephone?
• hard working?
• able to sit for long periods at a time on the phone?
• able to handle rejection?

How do I become a Telemarketer?

You don’t need a specific qualification to become a Telemarketer but you will need a good ‘head-for-sales’.  You will need to be target driven. A strong sense of marketing, sales and confidence will help a lot.

If you have a qualification in sales and marketing – you should jump ahead of the rest. Telemarketing may be your stepping stone to a career in marketing or sales. If you work hard, you could be promoted in the company to more senior positions.

Suggestion:

Start your ‘sales’ career in a call centre. You may even get some training. Once you have the confidence and know how to sell, look for a telemarketing job. Look for a product or service you believe in, as it’s so much easier to sell something you really love.

If you really love sports, then try and look for a telemarketing job in sports or a sporting company.

If you like make-up, then try and look for a job in cosmetics.

PATH 1

• In-service training

PATH 2

Learnership – Contact Centre Support Level 2

Learnership – Contact Centre and BPO Support Level 3 

Learnership – Contact Centre Operations NQF Level 4 

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 … Switchboard Operator

Is becoming a Telemarketer the right career choice for me?

OFO No: 422201

Other names for Inbound Call Centre Operator:

• Inbound Call Centre Customer Service Representative
• Inbound Contact Centre Team Leader

What is an Inbound Call Centre Operator?

Inbound Call Centre Operators must have excellent communication and problem solving skills and be able to assist clients with a positive and professional image.

It is important for telemarketing staff to have excellent communication skills and to be confident and knowledgeable about their products.

Becoming an Inbound Call Centre Operator is an in-house learning experience and requires dedication.  Working hours are flexible and can involve shift times i.e. day shifts and then night shifts on a rotating schedule.

Call Centre Operators are usually monitored to ensure that they meet employer standards for speed, accuracy and customer handling, – mainly to keep the profits up.

What does an Inbound Call Centre Operator do?

• responds to customer calls or emails
• does marketing and other sales work
• assists with customer service
• assists help desk or technical support
• places orders
• fills out applications for services
• files complaints
• keeps up to date with company products and services

Are you . . . ?

• professional?
• positive?
• confident?
• a person with a clear speaking voice?
• a good communicator?
• interested in sales?
• prepared to work shifts if required?

How do I become an Inbound Call Centre Operator?

Training is usually received on the job but if you feel you want to jump ahead of the rest, there are courses that you can do.

PATH 1

• In-Service training

PATH 2

Learnership – Contact Centre Support Level 2

Learnership – Contact Centre and BPO Support Level 3 

Learnership – Contact Centre Operations NQF Level 4

• BOSTON COLLEGE:  (Countrywide)

Offers Call Agent/Operators 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: Guest Liaison … or … Switchboard Operator/Telephonist

Is becoming an Inbound Call Centre Operator the right career choice for me?

OFO No: 422202

Other names for Outbound Call Centre Agent:

• Call Centre Customer Service Representative (Outbound)
• Call or Contact Centre Sales Agent / Consultant
• Collections Consultant (Contact Centre)
• Outbound Contact Centre Team Leader

What is an Outbound Call Agent?

Outbound Call Agents are sales representatives. Their job is to promote and sell products to new and old customers over the phone.

Outbound Call Agents work in call centres and aim to grow the business they are representing.

Training is usually received on the job, which is nice for those starting a career in sales and customer service.

What does an Outbound Call Agent do?

• contacts businesses and individuals by phone
• describes products and services
• handles holds, accidental disconnects, call transfers and messages
• captures customer information accurately
• answers questions
• maintains customer records
• follows up with contacts
• keeps up to date with product/services information

Are you . . . ?

• outgoing?
• a person with a clear speaking voice?
• an excellent communicator?
• persuasive?
• able to multitask?
• patient?
• someone who has good phone etiquette?
• a good listener?
• organized?

How do I become an Outbound Call Agent?

Training is usually received on the job but if you feel you want to jump ahead of the rest, there are courses that you can do.

PATH 1

• In-Service training

PATH 2

Learnership – Contact Centre Support Level 2

Learnership – Contact Centre and BPO Support Level 3 

Learnership – Contact Centre Operations NQF Level 4

• BOSTON COLLEGE:  (Countrywide)

Offers Call Agent/Operators 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: Typist … or … Office Clerk

Is becoming an Outbound Call Agent the right career choice for me?

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?