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Contact Centre Operator

Also known as Call 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.

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.

TASKS

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

PERSONAL REQUIREMENTS

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

Interest Area

EDUCATION & TRAINING

You can work as a contact centre operator without formal qualifications. You will probably get some informal training on the job. However, entry to this occupation may be improved if you have qualifications.

You may like to consider a VOC qualification in customer contact. 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 Contact.

Entry requirements may vary, but employers generally require Year 10.

Additional Information

Once you are employed, you may be able to develop, and have recognised, additional skills under the Business Services Training Package that will expand your career opportunities within this industry.

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).

EMPLOYMENT OPPORTUNITIES

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 who have suitable experience are highly regarded and sought by employers.