Call Center Representative

Become a Call Center Representative


Call center representatives play an important role in maintaining customer service. This 100% online course will help you build the skills you need to start an entry-level career in a today’s call center. Key topics include the soft skills, techniques for helping difficult customers and up-sell techniques.

Job Outlook for Call Center Representatives


  • According to the US Bureau of Labor Statistics (BLS), call center representatives earn a median annual salary of $35,000.
  • The BLS also notes that customer service is needed in virtually every industry, with most organizations relying on either internal call centers or contracting independent call centers.

Call Center Representative FAQs


WHAT DOES A CALL CENTER REPRESENTATIVE DO?

Call center representatives assist and support customers with questions, concerns or problems regarding a company’s products, services or policies. They speak with callers to better understand their issue and either offer solutions or escalate the issue to the appropriate person. Call center representatives typically report into a call center supervisor.

WHAT ARE A CALL CENTER REPRESENTATIVE’S MAIN RESPONSIBILITIES?

Ultimately, a call center representative’s responsibilities will vary by their employer and the field they work in. However, some common job functions of call center representatives include:

  • Answering customer phone calls and taking the appropriate action to help the customer
  • Maintaining customer satisfaction ratings
  • Staying updated on product or company policy changes
  • Keeping customer records updated

Course Objectives


  • Understand functions within contact centers and the metrics associated with performance
  • Techniques for phone, email, chat and social media conversations for consistently positive outcomes
  • Build soft skills for voice control and effective word choices
  • Master proven strategies for handling all types of complicated customer interactions
  • Learn the four steps to increase revenues with customer-focused selling techniques

Prerequisites and Requirements


There are no prerequisites to taking this course.

Curriculum


  • CONTACT CENTER BASICS
  • THE POWER OF ONE
  • FIRST CLASS PHONE SKILLS
  • MANAGING CHALLENGING CALLERS
  • LIVE CHAT ESSENTIALS
  • EMAIL ESSENTIALS
  • SOCIAL MEDIA CUSTOMER SERVICE
  • SUCCESSFUL SALES

Instructors


This course is completely self-paced. However, additional support will be provided by email.

Registration and Enrollment


This course is 100% online. Start any time.