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Monday, September 08, 2008
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.gif "lady reading") |
Come in
Learn something new
Leave with more opportunities
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Click on the headings below to check out skills used in these occupations.
Call Centre Occupations
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Skill Requirements
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A person who works in a call center is called a Customer Service Representative (CSR). Common job titles include:
- customer service clerk
- inquiries clerk
- business information clerk
- public relations clerk
These clerks answer questions and provide information about a business’s goods, services and policies. They provide customer services such as receiving payments and processing requests. They gather the information required to provide services. They are employed by the retail sector, insurance industry, telephone corporations, utility companies and by other establishments throughout the private and public (government) sectors.
Customer service information and related clerks generally work in the company’s reception area or in call centers. Much of the work now occurs over the telephone. Interactive voice response, predictive voice response and automatic call distribution are changing the nature of the work. Only one percent of people in this occupation are self-employed. Most are employed with large organizations or small businesses. Duties of CSRs fall under the following categories: order entry, customer service, telemarketing and help desk. |
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Hiring the right person for the job is very important in the call centre
industry. In many instances, the representative on the phone is the first
contact the customer will have with the company. Call centre work is
definitely a people business requiring good communications and customer
skills as well as the right disposition, personality and temperament.
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