How to become a Contact Centre Operator

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.

Personal requirements of a Contact Centre Operator

  • Excellent communication skills
  • Pleasant and friendly manner
  • Enjoy talking to people
  • Aptitude for working with computers
  • High level of motivation
  • Able to work as part of a team
  • Able to work quickly and accurately

Education & Training for a Contact Centre Operator

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.

Duties & Tasks of a Contact Centre Operator

Contact centre operators may perform the following tasks:

  • answer incoming calls and assist customers with their enquiries
  • make outbound sales and research calls
  • create further interest in the company’s services by inviting customers to use the services and products offered
  • provide a high level of personalised customer service
  • update databases with changes to the details and status of each customer or prospective customer
  • arrange the distribution of products, information kits or brochures to clients and interested parties
  • follow up client calls with clerical duties, including faxing, filling out paperwork, conducting credit reference checks and liaising with other departments.

Working conditions for a Contact Centre Operator

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.

Employment Opportunities for a Contact Centre Operator

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.

Additional Information
You may need to have qualifications in the relevant field in order to work in a specialist contact centre (in nursing or information technology, for example).
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