Working in a Call Centre
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by: DaraKara126
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Word Count: 520
Date: Thu, 8 Sep 2011 Time: 12:22 PM
Usually, call centre jobs are filled by people who work in the sales or customer service industry. These two focuses require some kind of contact with customers, either to sell them a product or service or give them information about something they have purchased.
When working in a place where you have to answer or make telephone calls, there are a few simple rules that you should remember. Try to keep in mind that you will have older customers, and they may not be able to hear as well as younger people. Words can be difficult to decipher is you are not careful with your speech. You should always try to speak clearly. If you have an accent, you might want to get some speech therapy so that it is not quite as strong.
Avoid mumbling when you have to deal with customers, no matter their age. You do not want to make it uncomfortable for them and have them asking you to repeat yourself over and over. Many customers become very frustrated when they have trouble understanding or hearing a representative.
Sometimes, calls will come through from customers who have been trying to deal with the automated system of the company first and have met with failure. When people have been trying to fix a problem but have not been successful, they are very often frustrated and upset. A good customer representative will keep their cool and try to be as empathetic as possible. When the customer cannot be dealt with on a reasonable level, it is best to send the customer to a supervisor who has more options for taking care of the customer.
As someone who represents a company, you must know as much information about it as you can. When a customer has questions, they do not want to be given the run-around or told they can consult the website for more information. Customers call because they want to be assisted with their problem immediately. They will be unhappy if they are directed somewhere else to get answers.
If you are working as a sales representative, it is imperative that you know all the information about the products or services you are trying to sell. You must remember to make adjustments for sales, remember tax differences and be aware of the location you are calling, so you know what to expect.
Sometimes, this job will come with extra benefits, especially if you are in the sales department for your company. If you can sell extra items that are related to the main item, companies will give bonuses and benefits.
Customer service and sales representatives that work in call centre jobs must have a strong character and an empathetic attitude. They should always try to remember that the customer has a right to be respected and to have their questions answered without an attitude. They should never be rude to customers. The better a representative treats a customer, the more likely the customer will return to the company with business in the future.
About the Author
If you're looking for a call centre opportunity in South Africa consider call centre jobs in Capetown. Better yet, if you know anyone who is in the industry, ask them for employment.
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