Call Centers

Topics: Customer service, Management, Customer Pages: 3 (1308 words) Published: April 30, 2013
When you see a commercial with an announcer stating, “Call now, operators are standing by,” your call is being answered by a call center. Call centers are locations that can perform a variety of tasks for a business. According to Wikipedia.com, “A call centre or call center is a centralised office used for the purpose of receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research.” (http://en.wikipedia.org/wiki/Call_centre) Call center staffing is just as important as other jobs within a business. Often times, a call center is the first point of contact for a customer’s interaction with a company. Finding employees with the right set of skills for what can often be the first point of contact with a company can be difficult at times. These employees must often have good customer service skills and knowledge of the product for which they are supporting or selling. Presented here is a sample job description for a senior call center operator at ViewPoint Bank based in Plano, Texas. (https://www5.recruitingcenter.net/Clients/ViewPointBank/PublicJobs/controller.cfm?jbaction=JobProfile&Job_Id=11756&esid=az) This position is similar to those required for a senior teller within a “brick and mortar” bank. Summary

Responsible for providing customer service to clients and assist with administrative functions.   Assists Call Center Managers with execution of daily activities to ensure customer service objectives are met, clients are served professionally, and team members are in compliance with all policies/ procedures. Takes the lead in the office when the Customer Service Managers are not present. Essential Duties and Responsibilities:

* Oversees projects related to the Call...
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