First of all, it is worth noting that a call center operator is a specialist who assists in quickly obtaining this or that information, solving a specific problem, placing an order by phone. In other words, if you need to order food, flowers at home, call a taxi, get advice on the use of a particular bank card, make an appointment with doctors, then you should contact the call center. The operator will find out the client's problem, then either it is solved on its own, or he is transferred to a more competent specialist in this issue or situation.
Where do call center operators work
Today, the profession of a call center operator is quite in demand in the labor market. The represented specialists can work in the following areas:
- Organizations:
- consulting;
- trading;
- sociological.
- Operators:
- on TV;
- mobile communications;
- high speed internet.
- Services:
- technical support;
- reference;
- other firms / enterprises.
When did call center operators appear?
If you dig a little in history, you can inquire that this profession got its start back in 1878, because it was then that the first telephone exchange was opened in America.
A little later, a telephone connection was established in Russia.
At that time, the concept of "operators" did not exist, and people working in this position were called telephone operators. By the way, only young people could work with them.
A few years later, namely at the beginning of the twentieth century, the famous telephone reference and address service appeared, as well as the exact time service.
If we talk directly about the appearance of the very name of the position "call center operator", then for the first time it can be found in the support services of mobile operators in the 90s. Today, specialists in this industry are in demand in many organizations and firms.
What responsibilities are assigned to the call center operator
Among the main responsibilities of call center operators, the following can be distinguished, which, by the way, depend on a certain field of activity of a particular company / organization:
- receiving all incoming calls;
- registration of orders / applications in documentary form;
- processing received requests from clients from a particular site;
- providing complete information regarding the products and services of a particular company;
- preparation and submission of reports on the work performed.
In recent days, more and more often in this position, the range of responsibilities is expanding. So, to them is added the implementation of outgoing calls with various purposes, among which we can distinguish:
- full informing of the client base regarding the appearance of new services or promotions;
- conducting a detailed survey or questionnaire;
- attracting potential clients on a professional level.
Basic requirements for call center operators
Among the main requirements for a call center operator are the following:
- excellent knowledge of PC;
- emotional stability;
- clear / competent speech;
- correct diction.
In some cases, a specialist in this field may be required to:
- availability of higher education;
- proficiency in English at a professional / conversational level;
- high speed printing;
- work experience in this position from six months.
What it takes to become a call center operator
Often, call centers undertake to independently train future and current employees, relying on the specifics of their activities. However, today, on the basis of many colleges, institutes, academy, additional courses of telephone operators are being opened for those wishing to get the appropriate profession.
What is the salary of call center operators in 2019
According to today's data, the average salary of a call center operator varies from 27 thousand rubles. up to 30 thousand rubles
The income of newcomers is approximately 17 thousand rubles, experienced specialists - 40 thousand rubles / month. In some cases, the salary of call center operators includes a fixed rate and a variable part, depending on the number of attracted customers (completed applications).
A call center operator is a specialist in the sales and customer service department of any manufacturing and trading company or a company that provides any services.
From the English. call - phone call, call. The profession is suitable for those who have no interest in school subjects (see choosing a profession by interest in school subjects).
Other name - call center specialist.
Features of the profession
The work of a call-center operator is quite routine, during working hours there is a huge number of incessant incoming and outgoing calls, that is, negotiations with potential and existing clients of the firm, who need to be consulted on issues related to the goods sold or services provided. In rare cases, the duties of such a specialist include only receiving calls from customers and transferring them to the appropriate managers of the company, although this also happens.
Most often, this is advertising over the phone, where it is necessary to be able to present goods, services, as well as the company itself in the best possible light, so that the client wants to make a purchase. In this profession, it is necessary to know all the information about the goods and services sold by the company, and not to miss a single trifle when talking, because any mistake will affect the final cost of the service and the time spent by the company to provide it. Here, such a trait as perseverance is important. It is also indispensable without it when entering information into the database, if the operator is also responsible for filling out applications in a computer program.
The good thing about working as a call center operator is that you can choose any convenient schedule for yourself: it can be a five-day work week, and part-time work in the morning, afternoon or evening shift, and work only on weekends.
The call center operator must also be ready to resolve conflicts, while showing courtesy and understanding in conversation with the client. In such situations, after specifying what exactly the client's complaint is, the operator most often apologizes on behalf of the company and then transfers the call to the appropriate quality control department of the goods or services of the company.
The salary of a call center operator is rarely a clear-cut rate. More often it is a symbolic salary plus a percentage of sales.
A call center operator has a growth perspective within the company to a call center department head or firm manager.
Workplace
Call center operators work in the sales and customer service departments of any manufacturing and trading company. At the operator's workplace, there is always a telephone, and most often headphones and a microphone, possibly a computer.
Important qualities
Knowledge and skills
The profession Call center operator is good because it does not require any special training and candidates without experience are often hired for these vacancies, which is good, in particular, for students. In some cases, minimal computer skills may be required.
Where do they teach
Most often, training takes place in the process of work, and short-term free training before going to work is also organized. In the early days, the new employee is actively assisted by senior comrades or the head of the call center department.
It is not always possible to find a job in your specialty. But somehow you have to live. Therefore, people go to work in call centers. The salary there is not bad, and there seem to be few responsibilities. Is this so? In this article, we will explain what responsibilities a call center operator should perform.
Receiving incoming calls
The call center operator has many responsibilities. One of them is to answer phone calls. This is the easiest task. A person needs to competently advise a client. If the operator's work phone rings, he can be sure: the person on the other end of the line has a problem. So, it needs to be solved. The specificity of each call center is different. Somewhere the operator helps to set up the modem, somewhere it fixes problems with the TV. It is also the operator's responsibility to process any overlays on the order. For example, a client has made an application for an Internet connection. But the editing team did not show up on time. In this case, the call center employee must react quickly, find a free team and send it to the address, or find out where the installers have disappeared and why they did not appear on time to the client. In such situations, you need to not only solve the problem, but also try to calm the client down. After all, people are different, some may decide that if the company has an overlap at the first stage, then such troubles will continue to happen. The call center operator is the face of the company. It is on him that all complaints and accusations will fall.
The duties of the taxi call center operator are to receive applications. A person must react quickly, form an order and enter it into the database. Finding a car in person is not his responsibility. The main thing here is not to make a mistake in spelling the address, because often taxi operators are not located in the same city from which the order is made.
Outgoing calls
Also, the responsibilities of the call center operator include calling customers personally. What to talk to people about? Well, certainly not about the weather. Each call center operator has a job description. In it, his duties are prescribed. One call center can handle different projects. Internet connection, lending, ordering a taxi - this is only a small part of what the operators are working on. More often than not, people offer services to clients. For example, one of the tasks of an operator who works at a bank is to call people and offer them a loan. Each employee of the call center has a client base, that is, they call not all, but potential buyers. If a person has already received loans from a bank at least once, it is likely that he may need another loan. The operator's task is to instill in the client's soul the desire to take money at interest. But a call center employee who works on a project to connect the Internet calls customers in a certain area in order to invite them to change their provider.
Processing applications
After the call is completed and the client has agreed to connect to the service or accepted any other offer, the operator draws up an order form. This reporting is carried out in a special computer program. The duty of the call center operator is to correctly fill in certain columns. Most often they include full name. the customer, his address, the type of service he agreed to, and the date when the order will be placed. Depending on the specifics, the information that needs to be entered into the database may vary. For example, the responsibilities of a bank call center operator include filling out an application for a loan or filling out a form stating that a call was made to remind the client to deposit money into the account on time.
All operator's work is concentrated in one, maximum two computer programs. Moreover, you need to understand them very well. Every employee is obliged to undergo trainings and consultations from time to time, during which they talk about updating the software product.
Placing orders
The duties of a call center operator include more than just receiving calls. The employee must complete the accepted orders. For example, the operator has agreed to connect a new tariff for the Internet, but for this it is necessary to change the equipment. The call center employee must place an order, in which he writes the date of arrival of the master, all the materials that will be required for installation, as well as the amount that the client will have to pay. And he does not just enter all this information into the program. He must inform the client about everything, so that he is at home on the appointed day, has a passport with him and does not give money to employees, but puts it into a new personal account.
Maintaining a customer base
The call center of MTS and similar projects includes calling customers. For what purpose do they disturb the citizens? Operators offer people to switch to new tariffs. Some agree, others refuse. In order to somehow separate the refuseniks from those who agreed, call center employees have to maintain a client base. Information is entered there that the person was called, that he was offered. If the client has refused the service, then the reason for the refusal is necessarily recorded. Perhaps the fare was too expensive. If new services appear in the company, the person will be called again and offered cheaper package options.
In our example, call center operators offered people to connect to a new tariff, but still more often their responsibility is to entice customers from another operator. And in this case, again, it is impossible to do without a base. It is bought from a telephone operator, and the call center employees start calling. Here, their goal is not only to lure customers to a competing operator, but also to collect information why they use the services of a particular company.
Reporting
What other responsibilities does a call center operator have to perform? Keep records. If an operator works not only on receiving incoming calls, but also independently calls up customers in order to offer them a product or service, then in this case his salary directly depends on successfully completed applications. So, the call center employees themselves enter their achievements in the table and calculate their average score. Of course, this data is double-checked. The data entry procedure should help the person keep track of their progress and regression.
It is also the responsibility of employees to put down their days off. For a week, each operator must fill out a weekend form so that later this table can be approved by a higher authority and a schedule can be drawn up.
Make decisions on your own
It is not difficult to imagine an adult who cannot be held responsible for his actions. So, such persons have no place among call center workers. People who provide consultations and accept applications should understand that their words are not an empty phrase. If the client remains dissatisfied, then a reprimand from the authorities is still the lightest punishment for a fault. The responsibilities of the call center operator in the bank include handling personal data of people. And since this is classified information, it cannot be disclosed outside of work. After all, every person hopes that information about his financial well-being will remain secret.
Of course, the call center operator does not work alone, and in the event of any emergency, he can turn to a superior person for help. But the working day rarely goes on as usual. Clients ask questions every day that are not in the standard brief. You have to strain your imagination so as not to let the person down and not disgrace the company in his eyes.
What qualities should an applicant have?
Other responsibilities of the operator
The person who works in the call center must comply not only with what is written in the job description, but also comply with the unspoken rules of the company. For example, not only not to be late for work, but also to arrive 15 minutes earlier. Many call centers prohibit eating or drinking anything other than water in the workplace. Operators should be quiet so as not to interfere with their neighbors' work. A call center employee has no right to raise his voice when talking to a client, just as he cannot hang up, even if a stream of obscene language pours down on him. The operator must keep his workplace clean and ensure that the working equipment is in good working order.
A call center operator is a specialist who helps you quickly get information, solve a problem or place an order by phone. Call a taxi, make an appointment with a doctor, order food at home, get advice on using a bank card - we contact the call center for these and many other issues. The operator finds out the client's problem and either solves it independently, or transfers the call to an employee competent in this situation.
Places of work
The profession of a call center operator is in great demand on the labor market today. These specialists work:
- in help desks;
- in consulting, sociological and trade organizations;
- from mobile operators, television and high-speed Internet;
- in technical support services and in other enterprises.
History of the profession
We can say that the profession was born in 1878, when the first telephone exchange was opened in America. In Russia, telephone communication was organized several years later. Operators were then called telephonists and young people worked as them. "Telephone ladies" appeared much later. At the beginning of the twentieth century, a telephone reference and address service and an exact time service were created.
The very name of the position "call center operator" originated in the support services of mobile operators in the 90s of the last century. Today, telephone service professionals are needed in a wide variety of companies.
Responsibilities of the call center operator
The job responsibilities of call center operators depend in part on the scope of the organization. The main functions of specialists are as follows:
- receiving incoming calls;
- providing information on the company's products and services;
- documenting applications and orders;
- processing customer requests from the site;
- preparation of reports on the work performed.
Increasingly, the responsibilities of call center operators include making outgoing calls for various purposes:
- attracting potential customers;
- informing clients about new services or promotions;
- conducting a questionnaire or survey.
Call center operator requirements
The basic requirements for a call center operator are as follows:
- competent and clear speech, good diction;
- excellent knowledge of PC;
- sociability;
- emotional stability.
Sometimes a specialist may be required to:
- higher education;
- knowledge of English;
- high printing speed;
- work experience in a similar position from six months.
Call center operator resume sample
How to become a call center operator
Most often, call centers independently train their employees in accordance with the specifics of their activities. However, today, on the basis of institutes and colleges, courses for telephone operators are being opened everywhere, and anyone can get a profession there.
Call center operator salary
The average salary of a call-center operator is 27 thousand rubles a month. Beginners earn about 17 thousand rubles, experienced specialists - up to 40 thousand rubles a month. Sometimes the salary of a call center operator consists of a fixed rate and a variable part, which depends on the number of attracted clients or submitted applications.
By order
No. 97 dated 01.01.2001
Job description
OperatorCall-center
I. General Provisions
1. The Call-center operator belongs to the category of specialists.
2. A person with a secondary technical, incomplete higher or higher education and work experience in the field of telephone sales (marketing) for at least a year is appointed to the position of the Operator on the telephone.
3. Appointment to the position of Call Center Operator and release from it is made by the order of the General Director of the Company upon the recommendation of the Head of the Sales Support Department, with the consent of the Commercial Director.
4. The Call Center Operator should know:
4.1. The established financial and economic practice in the field of wholesale and retail trade in food products (including alcoholic beverages).
4.2. Rules for the conclusion and execution of contracts for the supply of products.
4.3. The procedure for settlements under contracts.
4.4. Features of the technology of working with the Client by phone.
4.5. The Company's database, as well as other software tools used by the Company to support the trading process.
5. The Call Center Operator reports directly to the Head of the Sales Support Department or to a person replacing him, carries out the instructions of the Commercial Director.
6. During the absence of the Call Center Operator (business trip, vacation, illness, etc.), his duties are performed by another Call Center Operator, appointed during his absence by a corresponding order with the payment of the difference in official salaries and for a period not exceeding one calendar month.
II. Tasks of the position
1. Provides telephone reception of Clients' standard orders.
2. Provides Clients with reference information regarding prices, assortment and conditions of the Company.
3. Maintains and develops the existing Client base of the Company.
4. Fully complies with all the requirements of the Company in terms of technology and methods of telephone sales.
5. Ensures accuracy, efficiency, responsibility and competence in working with Clients.
III. Job responsibilities
Call Center Operator:
1. Receives calls from Clients.
2. Determines the type of Client ("market", "key Client", "own point", "retail", "regional", etc.) and assignment of the Client to a specific Manager.
3. In accordance with the technology and methodology adopted by the Company, he personally accepts orders from all Clients, except for key and new ones (who called for the first time and do not have a Manager assigned to them).
4. Key Clients are switched to the corresponding Manager. In the absence of a Manager, it switches to another Key Account Manager. If at the moment there is not a single Key Account Manager available, he switches to the Head of the Wholesale Sales Department.
5. Before accepting the order, checks on the computer for the presence of overdue or excess receivables for this Client. The order is accepted only if there are none. Informs the Client about the availability of debt.
6. If the Client has an overdue or excess debt, he switches it to the assigned Manager or to the Financial Service.
7. When accepting an order, he must draw the attention of the Client to a new product in the assortment of the Company, to special positions as instructed by the Management of the Commercial Service, and also reminds him of the product that is traditional for this Client (type of Client). He never finishes accepting an order without offering the Client three or four more items in addition to what he has already ordered.
8. If necessary, advises the Client on the optimal composition of the assortment based on the specifics of this Client's business and on the Company's strategic focus on long-term cooperation with this Client.
9. Within the framework of the conditions mentioned in clause 8, as well as taking into account the quality of the existing debt of the Client and his credit history, strives for the maximum size of the Order, not only in terms of volume, but also in terms of assortment.
10. Based on the rules and regulations in force in the Company, determines the amount of discounts (column of the price list).
11. In the event of a non-standard situation, the Head of the relevant Sales Department is consulted.
12. When accepting an order, he coordinates with the Client in detail the assortment and the amount of the order, agrees on the delivery time, the obligatory presence at the specified time of the responsible persons of the Client who are authorized to accept the goods, make (if necessary) settlements and sign the necessary documents.
13. In case of accepting an order from a regional Client, agree on the form of payment, the time of the Client's arrival in Moscow or the details for sending the goods to the Client.
14. Registers all calls from Clients and all orders received, promptly transmits information to Department Managers to track the execution of Orders.
15. Calls from new Clients are transferred to the Heads of the respective departments for subsequent assignment to one of the Managers.
16. Makes initiative calls on the card index to “asleep” (not showing up for more than two quarters - 6 months - in a row) Market Clients.
17. Makes calls to Clients on the instructions of the Heads of Sales Departments, reports the results of these calls to the instructing Head of Sales.
18. In case of a request by the Client (potential Client) of reference information regarding the range, prices, delivery conditions, certificate security, etc. - provides all the necessary information. Provides sending of the corresponding fax or e-mail if necessary.
19. In the event of a call from the Client (potential Client) for a purpose other than ordering or obtaining reference information, it switches it to the appropriate Manager, and in the absence of a Manager, to the corresponding Head of the Sales Department.
20. In any case, promptly transfers all received information about the comments and / or wishes of the Clients to the interested Departments of the Company.
21. Supports the proprietary technologies and methods of working with Clients adopted in the Company.
22. In case of operational need - provides assistance in the work of other operators of the Call-center.
23. If there are appropriate decisions of the Management, it carries out work on the implementation of special programs of discounts and bonuses, and other sales promotions.
24. Constantly improves his professional level.
25. Ensures the timely execution of all required reporting and other working documentation.
26. Provides a regime for the preservation of commercial secrets.
2. For causing material damage - within the limits determined by the current labor and civil legislation of the Russian Federation.
3. For mistakes made in the work that led to non-fulfillment of the Department's target indicators set by the Management - within the variable part of the salary.
Vi. Criteria for evaluating the activities of the Operator Call Center
The criteria for evaluating the activities of the Call Center Operator are:
· Achievement of the target indicators by the Department.
· Absence of justified claims to the Operator from the structural divisions of the Commercial Service.
· Efficiency, accuracy and accuracy when accepting orders, no errors.
· Absence of justified claims from the Clients.
· Absence of negative evaluations from the side of the Company Management and the Management of the Commercial Service.
Vii. Final provisions
1. This Job Description has been drawn up in two copies, one of which is kept by the Company, the other by the Employee.
2. The Tasks, Duties, Rights and Responsibilities of the Operator on the phone can be clarified in accordance with the change in the Structure, Tasks and Functions of the Commercial Service.
3. Changes and additions to this Job Description are made by order of the General Director of the Company with the familiarization of the Employee at least two calendar months in advance against personal signature.
