Contact centre operators answer customer enquiries about products and services and promote an organisation's goods and services through various channels, including telephone, SMS and email.
You can work as a contact centre operator without formal qualifications. You will probably get some informal training on the job. Entry to this occupation may be improved if you have qualifications. You may like to consider a VET qualification in customer engagement. As subjects and prerequisites can vary between institutions, you should contact your chosen institution for further information. You can also become a contact centre operator through a traineeship in Customer Engagement. Entry requirements may vary, but employers generally require Year 10. For more details, see Section 2. Ask your career adviser about the possibility of starting some of this training in school.
Contact centre operators may perform the following tasks:
Contact centre operators can work in contract call centres (a call centre that does work for other organisations); for a utility (water or energy organisation); for an internal centre within an organisation; or on help desks in a variety of industries. Given the diversity of the sectors using contact centre operators, duties undertaken can be as varied as credit management, billing enquiries or sales. Contact centre operators are employed on a full-time, part-time or casual basis and may be required to work shifts, which may include weekends. Some centres allow staff to work from home.
Contact centre operators work in a diverse range of industries, including banking, insurance, tourism and travel, government agencies, utilities and telecommunication companies. With experience, and sometimes further training, it is possible to progress to supervisory positions. Contact centre operators who have undertaken appropriate training or have suitable experience are highly regarded and sought by employers.