Call Centre Operator

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Call or contact centre operators respond to telephone or email enquiries and complaints about the goods and services that an organisation offers. They take incoming calls and messages, assist FutureGrowthModerate customers with their specific inquiries, and provide callers with appropriate information or advice. They may also forward calls on to the most appropriate or relevant department of an organisation, follow up calls by letter, fax or email, ring customers to promote products or services, and also conduct phone surveys with customers.

Alternative Names: Customer Service Representative, Helpline Operator, Senior Customer Service Representative, Telesales Representative

Police Emergency Service
Police Emergency Call Centre


Knowledge, skills and attributes

Call centre operators need:

  • a pleasant and friendly phone manner
  • good communication skills
  • the ability to work as part of a team
  • computer literacy and data entry skills
  • the ability to retain knowledge about their organisation's products and services
  • to be discrete and sensitive when dealing with confidential customer information.

 

Working conditions

Call or contact centre operators work indoors, usually sitting down for extended periods of time. They work at desks, often using hands-free telephone headsets whilst working on computers. They spend a significant amount of their working day talking to customers over the phone. They need to be particularly familiar with the products and services that their organisation sells or deals with as they are often required to pass this information on to their customers.

Tools and technologies

Call or contact centre operators usually work with computers and hands-free telephone headsets. Although most work in offices, often with other operators, some may work from home. They should be familiar with word processing and spreadsheet computer programs, and other means for undertaking data entry. They usually work in large organisations surrounded by many other employees.

Education and training/entrance requirements

It is possible to work as a call or contact centre operator without any formal qualifications and get training on the job.

​You may improve your employment prospects if you complete a traineeship in customer contact. The traineeship takes between 12 and 18 months to complete.

Did You Know?

Established in 1961, Australia's triple-zero service has always been provided by Telstra, funded from the federal government and a telecommunications industry levy on eligible companies.

Triple Zero

The two national call centres that currently receive emergency reports log up to 30,000 calls each day.

At least 85 per cent of all calls must be answered within five seconds and 95 per cent must be answered within 10 seconds. Capacity for about 55 staff is required.


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