Call or Contact Centre Workers

Key Tasks

• •Answering incoming calls, emails and messages, and assisting customers with their specific inquiries
• •Identifying requirements and recording information into computer systems
• •Coaching staff and assisting call centre operators to resolve problems and customer inquiries
• •Developing rosters and managing staff numbers to meet work flows
• •Listening to calls conducted by call centre operators and providing performance feedback
• •Monitoring and timing calls
• •Creating further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer
• •Updating databases to reflect changes to the status of customers and prospective customers
• •Arranging the despatch of goods, information kits and brochures to customers and interested parties
• •Undertaking clerical duties, such as faxing, and filling out paperwork, and liaising with other departments associated with completing the customer contact
• •Issuing invoices and receiving electronic payments for goods and services provided

Employment Projections to 2035