How to become a Contact Centre Operator
Contact centre operators answer customer enquiries about products and services and promote an organisation's goods and services through various channels, including telephone, SMS and email.
Personal requirements for a Contact Centre Operator
- Excellent communication skills
- Pleasant and friendly manner
- Enjoy talking to people
- Aptitude for working with computers
- High level of motivation
- Able to work as part of a team
- Able to work quickly and accurately
Education & Training for a Contact Centre Operator
You can work as a contact centre operator without formal qualifications. You will probably get some informal training on the job. Entry to this occupation may be improved if you have qualifications. You may like to consider a VET qualification in customer engagement. As subjects and prerequisites can vary between institutions, you should contact your chosen institution for further information. You can also become a contact centre operator through a traineeship. Entry requirements may vary, but employers generally require Year 10.
Additional information
You may need to have qualifications in the relevant field in order to work in a specialist contact centre (in nursing or information technology, for example).
Duties & Tasks of a Contact Centre Operator
Contact centre operators:
- Answer incoming calls and assist customers with their enquiries
- Make outbound sales and research calls
- Create further interest in the company's services by inviting customers to use the services and products offered
- Provide a high level of personalised customer service
- Update databases with changes to the details and status of each customer or prospective customer
- Arrange the distribution of products, information kits or brochures to clients and interested parties
- Follow up client calls with clerical duties, including faxing, filling out paperwork, conducting credit reference checks and liaising with other departments.
Tasks
- Issues invoices and receives electronic payments for goods and services provided.
- Answers incoming calls, emails and messages, and assists customers with their specific inquiries.
- Undertakes clerical duties, such as faxing, and filling out paperwork, and liaising with other departments associated with completing the customer contact.
- 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.
- Creates further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer.
- Identifies requirements and records information into computer systems.
Working conditions for a Contact Centre Operator
Contact centre operators can work in contract call centres (a call centre that does work for other organisations); for a utility (water or energy organisation); for an internal centre within an organisation; or on help desks in a variety of industries. Given the diversity of the sectors using contact centre operators, duties undertaken can be as varied as credit management, billing enquiries or sales. Contact centre operators are employed on a full-time, part-time or casual basis and may be required to work shifts, which may include weekends. Some centres allow staff to work from home.
Employment Opportunities for a Contact Centre Operator
Contact centre operators work in a diverse range of industries, including banking, insurance, tourism and travel, government agencies, utilities and telecommunication companies. With experience, and sometimes further training, it is possible to progress to supervisory positions. Contact centre operators who have undertaken appropriate training or have suitable experience are highly regarded and sought by employers.
Specializations
Contact Centre Operator
Contact centre operators answer customer enquiries about products and services and promote an organisation's goods and services through various channels, including telephone, SMS and email.
Average age
34
Future Growth
N/A
Gender Share
69% female
Average full-time
39 hours
Weekly Pay
N/A
Skill level rating
Entry level
Unemployment
Average unemployment
Full-Time Share
65%
Employment Size
36,100
Employment by state
ACT: 1.2%
NSW: 29.7%
NT: 0.3%
QLD: 21.9%
SA: 8.2%
TAS: 3.8%
VIC: 28.9%
WA: 6.0%
Age brackets
15-19: 3.4%
20-24: 17.7%
25-34: 30.5%
35-44: 19.8%
45-54: 16.4%
55-59: 6.5%
60-64: 4%
65 and Over: 1.7%
Education level
Advanced Diploma/Diploma: 12%
Bachelor degree: 14.3%
Certificate III/IV: 18.7%
Post Graduate/Graduate Diploma or Graduate Certificate: 3.6%
Year 10 and below: 11.3%
Year 11: 6.3%
Year 12: 33.7%
