Call Centre or Contact Centre Operators

What the job involves

• Answers incoming calls, emails and messages, and assists customers with their specific inquiries
• Identifies requirements and records information into computer systems
• Creates further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer
• Updates databases to reflect changes to the status of customers and prospective customers
• Arranges the dispatch of goods, information kits and brochures to customers and interested parties
• Undertakes clerical duties, such as faxing, and filling out paperwork, and liaising with other departments associated with completing the customer contact
• Issues invoices and receives electronic payments for goods and services provided

Key values of workers in Call Centre or Contact Centre Operators

• Support

  Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.

• Independence

  Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.

• Achievement

  Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.

• Recognition

  Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.

• Working Conditions

  Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.

Top skills required for workers in Call Centre or Contact Centre Operators

• Service Orientation

  Actively looking for ways to help people.

• Speaking

  Talking to others to convey information effectively.

• Reading Comprehension

  Understanding written sentences and paragraphs in work-related documents.

• Critical Thinking

  Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

• Complex Problem Solving

  Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.