by Rishabh Chaturvedi
February 20, 2019
Generally, tele-callers are employed by outsourcing firms for outsourced customer care jobs. Many customer centric businesses have their own customer care department. They talk with customers who call regarding problems and complaints of the product. Tele-callers are supposed to take feedback from the customers, solve their problems if possible, or direct them to where the problem can be solved. They are supposed to record customer feedback and complaints and forward it to their employing or client firm. Getting a good customer rating is also a very important aspect of the job.
- Responding to calls from customers
- Recording and logging customer complaints
- Solving problems of customers, if possible
- Forwarding feedback to employer or client
- Getting positive call rating from callers
- Directing customer calls and complaints to appropriate stations, departments or people
What are the qualifications employers look for in a prospective candidate for Inbound Voice Customer Care Executive?
An employer does not care much for degrees or qualifications. However, depending upon the type of work and professionalism required, employers do want to see certain qualifications in prospective candidates. These qualifications include-
- Any bachelor’s degree, with a preference given to Communications degree holders
- Bachelors degree in Information Technology, Science or Engineering for technical fields
- Certificate in Communications or Diploma in Business Communications offered by various Universities
Apart from these qualifications, employers look for certain soft skills in their prospective employees. Since, the job has a huge consumer interaction element, these soft skills become very necessary. Some of these are-
- Ability to communicate fluently in English, Hindi and local languages
- Ability to follow script and operating procedure given by management
- Good listener
- Ability to solve common problems
- Quick learner
Where are the jobs available?
Tele-callers are always in demand. Call centres, companies or firms with dedicated customer care departments, telecom agencies, and, even the police and fire services.
Do’s and Don’ts for the job-
- Try and learn as much about the company you currently employed in
- Follow operating procedures at all times
- Keep learning new skills
- Never be rude to the customer
- Never lie to customers
- Never try to solve problems outside your area of expertise