Thursday, April 25, 2024
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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. 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.
As a fresher, one could start his/her career in an International Call Center as a Call Center Executive and earn highly attractive pay packages ranging from Rs. 6,500 to Rs.10,000 approximately per month other than bonuses for outstanding performances.
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