Call Centers Introduction Eligibility Job Prospects Remuneration Institutes

There is a great scope for Call centres in India. The large population of educated English speaking people and the comparative low cost are encouraging more and more companies from abroad /inland to base or outsource their call centres to India. GE capital, American Express, Wipro Spectramind, Infowavz International (Mumbai), Daksh, Reliance Infotech are some of the call centres which are on a recruitment spree.

Call centre operaters / Customer care executives
This is the entry level in call centres. Your general duties include answering telephone calls, taking down details of the caller’s query and logging this information on a computer, providing the caller with appropriate information or advice, in some cases, selling a caller products or services. In outbound call centre services such as tele-marketing, an operator will also need to identify potential customers and make outgoing calls marketing their organisation’s product, occasionally following-up calls by sending letters, faxes or e-mail, deal with customer complaints etc. A call centre operator’s duties will depend on the type of product or service that the organisation provides and the type of client he/she is servicing. Customer service executives can move on to the technical, financial or the insurance sector etc.

Call centre Supervisors and Managers
After working as an operator for three or four years, you will be promoted to a supervisory level based on your ability and performance. As vacancies occur it will be published in house, an interview will be conducted and promotions made. As a supervisor, you will be in charge of the various operators working under you. Then you can be promoted to the managerial level depending on your experience, ability and skills acquired. 

Performance is measured based on targets achieved in the particular business. In outbound centres, like telemarketing your performance is calculated on sales per hour, or in collection department of a bank, performance is measured on contacts made and money collected.

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In inbound call centres, performance is measured on the basis of average talk time, that is, the time you take to satisfy the customer, analysis and understanding of the problem and the courtesy extended to the customers.

A call centre experience is regarded as worthwhile experience for customer relations, sales jobs or insurance sector. One has a better chance of moving on to other industries with experience in call centres. for eg insurance sector if you have had experience dealing with insurance clients.