Call Centre Operator
On this page
- What's it like to be a Call Centre Operator?
- How to become a Call Centre Operator
- Top skills and experience for Call Centre Operators
What's it like to be a Call Centre Operator?
A Call Centre Operator is a customer service professional who handles incoming or outgoing customer calls for a business. This role is key in providing customers with information regarding products, services and assisting in problem resolution. Call Centre Operators utilise strong communication and listening skills to provide effective and efficient customer support. They typically work in office-based environments, but recently, more home-based opportunities have arisen. Multiple industries including retail, banking, insurance and healthcare sector routinely use Call Centre Operators to ensure a satisfactory customer experience. Their performance is often measured using metrics like call duration, customer satisfaction survey results and problem resolution efficiency.
Tasks and duties
- Answering incoming calls and addressing customers' queries or complaints.
- Following communication scripts provided for different issues or situations.
- Providing information about products, services or policies to customers.
- Recording customer information within the call centre database.
- Referring more complex issues or complaints to relevant personnel or departments.
- Meeting personal or team targets and call handling quotas.
- Participating in training programs to improve knowledge and performance level.
How to become a Call Centre Operator
- Start by obtaining a Sijil Pelajaran Malaysia (SPM) certificate, the minimum educational requirement. Many positions provide on-the-job training to kickstart your career.
- Develop basic computer skills, crucial for navigating call centre software and efficiently handling customer inquiries.
- Embrace interacting with customers over the phone, maintaining professionalism and warmth to ensure positive experiences.
- Demonstrate quick learning, organization, and adeptness in managing tasks and customer interactions to thrive in a fast-paced environment.
