Creaghan Harry - Responsibilities Of A Call Center Employee

Job roles of a call center employee are varied. Besides call handling, maintaining company standards and obtaining client informationare also duties of a call center employee. Through proper guidance and training, a call center employee can efficiently perform the duties.

Call handling

First and foremost duty of a call center employee is receiving telephone calls from customers and solving their problems with competence. This requires listening and problem-solving skills. Also a call center employee has to be lenient in terms of objective. An understanding attitude is preferred. Customer satisfaction is another important factor for success in call handling.

Generating customer’s interest in unknown products and services

It is not possible for the customer to remain updated on all the services and amenities that the company provides. So the call center agent has to take up the task to inform the customers about available and updated services appropriately during the telephonic conversation and subsequently generate interest. Through this, the employee creates revenue-generating options for the company and helps the customers by providing state-of-the-art facilities to him.

Obtaining client information

Sometimes it becomes a necessity to procure information that will be sent to clients tocreate successful marketing strategies, and that is why call center professional has to call individual customers and know their feedback. This also ensures quality customer services for the future.Creaghan Harry believes transparency is important in obtaining client information.

Follow up

The call center agent has to be very careful about follow up calls. He or she cannot bypass the responsibility of getting back to the customers if required. Sometimes the customers might not be available for the phone calls. The agent must ensure to call the customer again in some another time and mention to the customer that a phone call was made earlier, but it was unanswered. Whatever be the scenario, the employee cannot forget the importance of follow up calls. Creaghan Harry states some reasons behind the importance of follow up calls. They are customer retention, progress in brand consciousness and improvement in company-customer relation.

Maintaining database

It is also important to keep and update the customer future business conducts. Maintaining a logbook of day-to-day business is hugely beneficial in case there arises an issue in future. Sometimes the companies study these databases for providing better customer solutions.

Coordinate with offline service personnel

Some service requires involvement of offline staffs to provide service on behalf of the company. It may be that telephone line is malfunctioning, or a desktop computer is overheating. To solve these problems assistance of specialized technical staffs are required. To implement the troubleshooting mechanism, the call center employee gets in touch with the customer to enquire the convenient time when the technical stuff will undertake the operation. And after knowing the timing, he has to convey the same to the technical staffs. Also during the operation, he has to constantly keep in touch with the customer and the technical stuff.

These are the four basic tasks that a call center employee needs to perform. However, in certain situations, the job can get varied and complicated.