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.
