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
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.
CONTACT CENTER BASICS
THE POWER OF ONE
FIRST CLASS PHONE SKILLS
MANAGING CHALLENGING CALLERS
LIVE CHAT ESSENTIALS
SOCIAL MEDIA CUSTOMER SERVICE
This course is completely self-paced. However, additional support will be provided by email.