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Call Centre Operator

Call centre operators receive telephone calls from people enquiring about a service or product that their organisation provides, and deal with them accordingly. This may involve answering information queries, dealing with customer complaints, or selling goods or services. Some call centre operators may also make outbound calls to sell products or services.

 

Tasks & duties

Call centre operators may do some or all of the following:

  • answer telephone calls
  • take details of callers' queries
  • provide callers with appropriate information or advice
  • forward calls to relevant departments
  • follow up calls by sending letters, faxes or emails
  • ring customers to promote products or services
  • be involved in conducting surveys
  • make appointments with customers

The exact nature of a call centre operator's duties varies according to the products or services that the organisation provides.

 

Skills & knowledge

Call centre operators need to have:

  • excellent speaking and listening skills so they can deal effectively with callers
  • good computer and data entry skills
  • skill using databases
  • knowledge of their organisation's products or services to help them provide effective customer service

 

Entry Requirements

There are no specific requirements for becoming a call centre operator, as training is usually given on the organisation's products or services before operators start answering telephone calls.

 

Secondary Education

There are no specific secondary education requirements for becoming a call centre operator, although some employers prefer completion of four years of secondary education.

 

Training on the job

Call centre operators usually receive training on customer service and telephone skills.

 

Useful Experience

Customer service or office work experience (such as reception work) is useful. 

 

Related courses

Public Relations
Sales

 

For more information, please refer to myfuture.

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