A contact center operator is the call center employee that interacts with your customers when your businesses phone lines ring at the call center. If you are outsourcing to a call center, you should know about the duties and skill set of an operator.
What is a contact center operator? A contact center operator is a specialized attendant,
in a contact center (or call center), specializing in a communication method used to contact a company. These contact center services are utilized by businesses and the contact center operators are virtually are hired or leased by companies to perform duties such as customer service, sales, and most of all provide live operator support 24 hours a day.
The Responsibilities of a Contact Center Operator
A contact center operator works at times twenty four hours a day answering calls, emails, faxes, instant messages, and even text messages from customers. These customers may be ordering things, filing a complaint, or asking a simple question. If a job of a contact center operator can be generalized, it is communicating with customers. Some responsibilities of the operator includes:
Respond to businesses telephone calls by taking messages, dispatching calls, and following account instructions.
Accessing customer data through secure online forms to input customer information or provide customers with the proper information regarding their request.
Take orders, answering product questions, give customers delivery information, process returns, and other order processing tasks.
Performing help desk or FAQ troubleshooting procedures providing technical assistance to customers.
Up selling or cross selling products to assist with sales.
Outbound telemarketing services using lists provided by customers.
A contact center operator may work anywhere from 20-50 hours a week depending on work load. Shifts may be in short intervals (such as 4 hour shifts) or longer shifts like 10 hour or 12 hour shifts.
Understanding More About Contact Centers
To understand more about what a contact center operator is, you must understand what a contact center is. A contact center is an office that answers many different types of communication methods on be half of a hiring company. These answers may be to questions, orders, and statements. These contact centers are responsible for not only answering, but also become the true customer service representation in the eyes of the consumer.
A contact center operator is be articulate in both speech and text, have extensive knowledge of the company he or she represents, and also be a truly personable individual. A typical day for a contact center operator may include taking an order via email, answering inquiries about products from a caller, while simultaneously text messaging a perspective client about the estimated day of arrival of their ordered products. This job sounds quite complicated, but the contact center operators are well versed in their job and are ready to fulfill all of your customer service needs. Many contact centers hire their operators already possessing interpersonal and technical skills making their transition into their new role as a contact center operator easy.
