CALL CENTER AGENT

The Contact Center industry's workforce is led by Call Center Agents. A Call Center Agent answers all inbound and outbound calls in a professional, friendly and timely manner.

Tasks

Skills and Competencies

Handle calls involving inquiries of all types; technical help desk; payment authorization; ordertaking and fulfillment; complaints; customer service; disputes; transcriptions, requests, sales and billing; and marketing. Responsible for verifying all customer information; documenting all pertinent information; and expected to trouble shoot each call appropriately in order to satisfy customer's request.

Good command of the English language, both oral and written; Computer proficiency particularly with reference to typing speed and navigational skills; Knowledge of Order Processing System, Database, Spreadsheet, Word Processing and Internet Software; Oral & written proficiency in other languages such as Spanish. French, Mandarin, Cantonese, Korean and Japanese is an advantage . Employment Opportunities

Basic Educational & Training Requirements

Physical Attributes and Characteristics

2-4 years college education in any course; ICT related course is required for technical support staff; Training in the following areas of competency:
English Proficiency/Interview Skills Inbound soft skills

Customer service-oriented; Willing to work on shifts; Strong organizational skills with attention to details; ability to exercise independent judgement.

Some 98,332 new jobs will be made available for Call Center Agents over the period 2007 - 2010, or an average of 24,583 job openings a year.

Scholarships Available PGMA Scholarship Program offered by : TESDA accredited Call Center Companies Training Programs * Finishing Course for Call Center Agents Duration - 100 hours Cost - P5,000 School/Training Institute - BPO Training Academy

Salary/Compensation

accent neutralization or accent reduction which is intended to help proficient English speakers speak with a more North American or British accent oral fluency and accuracy culture training customer service business writing Sales and marketing (Product Training )

P10-25 thousand (P10,000 for starters and P25,000 for the multi-lingual agents)

Prospects for Career Advancement

A Call Center Agent with 1-3 years work experience and with supervisory and leadership training can advance to become aTeam Leader or Supervisor; Promotion to Middle Manager after 2 -3 years supervisory work experience plus training in business management, account management and project planning.

Outbound Skills