What is a Call Centre Executive?
A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. A call centre executive is the one who works in a call centre which is an office used for transmission of communication in a large volume. A call centre executive provides information on various products and services, receives inquiries, registers complaints, etc.
Required skills: In order to be a call centre executive, certain skills are required such as — Communication skills, Approachable personality, Pleasant and warn attitude, Confident, Persuasive, Courteous, Command over language, Voice modulation and Flexibility in timings, etc
One has to undergo many qualifying tests which are conducted in call centres according to their requirement and differ from one to other. There are no general entrance exams to qualify as a call centre executive.
Institutions of Call Centre Training:
There are no specific institutions which provide education to be a call centre executive. However, private institutes do come up to provide short duration of training. Also, respective call centres provide training to the selected candidates for a fixed duration.
In order to be an executive, one has to pass at least 10th or 12th or be a graduate. However there is no fixed qualification to be the executive and the requirement of qualifications also differ from company to company. Candidates are generally selected on the basis of a series of tests like accent test, personal interview and group discussion, etc.
What does the work involve?:
A call centre executive generally does the following works:
i) Selling products through phone
ii) Sending messages to the customers
iii) Receiving inbound calls including transferred sales leads and calls from current and potential customers.
iv) Placing outbound follow-up calls to sales leads and persuade potential customers to complete and submit an application.
v) Answering questions about the product details, the company, and issues with account for the customers.
vi) Assisting customers with any technical issues experienced with website and escalate any issues to management appropriately.
vii) Performing basic account maintenance activities.
viii) Meeting Quality Assurance Requirements and other key performance metrics.
What are the job Opportunities:
Call centre executives can work in either public and private sectors. Although job opportunities in public sectors are very rare, there are huge room for the executives in private companies.
Salary and promotion:
The remuneration for a beginner is 6,000-12,000 per month whereas with experience and time one can become a manager and earn 40,000-50,000 per month. There are rooms for promotion as well.
Top Call Centres: Some of the companies which generally engage in call centre works are:
Wipro BPO, Genpact Ltd, Infosys BPO, WNS Global Services, IBM Daksh, 3i Infoctech, TCS BPO, 24/7 Customer Pvt Ltd, Aegis Ltd, Firstsource Solutions, etc.
Scope of Call Centres in India:
India is a large country with large number of educated youth who speak English. The low cost of maintenance, high pay scale and easy availability of man power are boosting the rise of such offices and outsource foreign offices in India.
Call Centre, Call Centre Executive, Genpact Ltd, Wipro BPO