Call center employee (Callcentermedewerker)
Information on this skill...
A call center employee works at a call center. Within a call center, there are generally different functions, namely the function inbound and outbound call center employee. Exactly what responsibilities a call center agent has can vary from company to company, but generally these are customer service services or sales services, such as answering questions or selling a service or product. The inbound and outbound call center employee positions are not entirely comparable because there are differences between the positions. Inbound is more focused on providing service and outbound is more focused on sales work. An outbound call center employee will therefore have to be more commercially savvy than an inbound call center employee. If a call center employee works for an independent call center, it is also conceivable that he or she represents several companies and can therefore have to deal with multiple services from different companies. Another name for call center is also called call center or call office. Despite the fact that large companies can have their own call center, there are now also many external call centers that take care of certain services of a company. In short, we can best describe the work of a call center employee as performing commercial work by calling people. Incidentally, it is not the case that a call center employee will only perform commercial work, because a call center employee can also be used for other activities such as conducting satisfaction surveys among customers of an organization.
Most new call center agents are trained in-house for the specific services of a call center. When it concerns an outbound call center employee, meeting the targets is highly regarded. This may mean that an outbound call center agent will need to generate at least four leads or sales per day. A thorough training in terms of sales conversations is therefore necessary, because a good salesperson will have to have good commercial qualities. Managing a sales call in the right way is certainly something that will have to be learned. Other names for call center employees can also be sales employee or acquirer. The profession of call center employee is a position that will have to suit you. As a call center employee, you regularly have to deal with people who are not waiting for sales calls. In addition, as a call center employee, you have to deal with laws and regulations about who exactly you can or cannot call.
An inbound call center employee will usually not make sales calls, but can offer products or services to customers that may be handled themselves or passed on to another employee such as an outband call center employee. Exactly what training an inbound call center employee will need to have is not easy to indicate, because there are many types of call centers. When it comes to technical questions, for example, a background within the ICT world will help enormously. Another name for an inbound call center employee is sometimes also called a helpdesk employee or customer advisor.
WHAT EXACTLY DOES A CALL CENTER DO
A call center is generally a commercial company focused on the sale of services and products. Think, for example, of offering energy contracts or selling telephone subscriptions. Product sales services can be, for example, offering energy saving measures such as home insulation or solar panels. Employees of a call center focused on sales are sometimes called telemarketers. When a commercial employee does not work at a call center but goes past the doors, this is called a colporteur.
ACTIVITIES CALL CENTER EMPLOYEE:
- Make appointments
- Provide information
- Handling complaints
- Make sales calls for services
- Make sales calls for products
PROFESSION OF CALL CENTER EMPLOYEE:
TRAINING TO BECOME A CALL CENTER EMPLOYEE
There is no real training for a call center employee. This does not alter the fact that there are internal training opportunities. In addition, the training requirements per call center can vary greatly, which depends on the type of call center. There are quite a lot of call center employees who have not received specific training and are trained internally. In addition, there are also plenty of external training institutes where you can follow a course. Accounting is also important as an entrepreneur.
COMPANIES WHERE A CALL CENTER EMPLOYEE CAN BE EMPLOYED
A call center agent generally works for specialized call center companies that may work for a variety of companies. In addition, a call center employee can work for larger companies that have their own call center. Think, for example, of telecom companies, energy companies or large media companies.
COMPETENCES CALL CENTER EMPLOYEE
The competencies as a call center employee can differ per organization, but in general we can say that a call center employee will have to have good communication skills, speak fluent Dutch and that he has good commercial skills. Generally important words are passion, energy, independence, perseverance, persuasion, listening, performing and analytical.
LABOUR MARKET PERSPECTIVE AND CAREER OPPORTUNITIES AS A CALL CENTER EMPLOYEE
The labour market perspective as a call centre employee is generally reasonable. There are many different types of call centers, not all of which use full-time employees. Especially for students and other people, this profession can be a nice addition in terms of income. There are no real career opportunities as a call center employee. Anyone who wants to grow within a call center will have to have the right training, because otherwise there are no career opportunities.
TERMS OF EMPLOYMENT AND SALARY CALL CENTER EMPLOYEE
There are no examples of specific employment conditions, because as a call center employee you can work for different types of companies with different collective agreements. In addition, it is possible that you as a call center employee are hired on a temporary basis. As a call center employee, it's not uncommon for you to work a lot during the evenings, because that's when most people are home. The fixed salary as a call center employee at a full-time job will be between 1700 and 2500 euros gross per month, depending on age and education. Within the call center industry, it is not uncommon for you as an employee to earn extra bonuses when you realize enough sales, which can increase the salary. Incidentally, not all call center employees work full-time.
The content on this page has been automatically translated from the Dutch language. For this reason, texts and videos on this page may contain small errors.
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