How to become a Call Centre Agent

Call Centre Agents (also known a Call Centre Operators and Call Centre Representatives) both receive and make phone calls and enquiries on behalf of a business or service. Inbound Call Centre Agents deal with customer calls being made to a business about their products and services. Outbound Call Centre Agents contact consumers and prospective clients on behalf of businesses.

If you’re patient, adaptable and have great listening skills this could be great career for you, or a stepping stone could help you gain valuable skills and experience.

 

About you:

 

  • Positive and professional with a customer-focused attitude
  • Efficient with the ability to prioritise tasks effectively
  • Excellent written and verbal communication skills

 

The job:

 

Inbound centre agents might typically:

  • Be the first point of contact when a customer calls with inquiries or complaints, you’ll need to listen to their issue or query and try to help them
  • Provide accurate and detailed information about products and services available
  • Troubleshoot and resolves issues and concerns
  • Document call details into an organisation’s CRM software

Outbound centre agents could be:

  • Contacting customers and potential customers for telemarketing, sales, fundraising and survey purposes
  • Learning about new products and services in detail
  • Pitching new products or services to existing customers or new prospects and, or making sales
  • Organising sales and other appointments

 

Lifestyle Impact: Low

 

  • Part Time opportunities: Moderate – around 34% of Call Centre Agents work part-time (source: gov.au).
  • Average hours for full-time workers: 40 hours a week, which is just below average (source: joboutlook.gov.au).
  • Call Centre Agents’ salary (average) $55,000* per year (source: seek.com.au). *Salaries vary depending on your skills and experience.
  • Future career growth: Moderate (source: joboutlook.gov.au).
  • You will be doing most of your work indoors, and contacting clients over the phone. You might have the opportunity to work remotely, or in a special office or centre with other agents.

 

Call Centre Agents are most in demand in these locations:

 

Demand for Call Centre Agents is spread evenly across Australia, with higher than average demand in Queensland, South Australia and Tasmania. Most Call Centre Agents work in the Financial and Insurance Services, Public Administration and Safety, and Administrative and Support Services industries.

 

How to become a Call Centre Agent in Australia

 

There are no formal qualifications required to become a Call Centre Agent in Australia, and you’ll probably receive training on the job. However, you could boost your chance of getting hired by following these simple steps:

 

Step 1 – Study English, Business and IT at school – they’ll provide you with great foundation skills.

 

Step 2 – Get work experience (paid or voluntary) in any customer service roles. Experience with sales, answering phones and dealing with the public could be beneficial.

 

Step 3 – Consider taking a relevant VET course, such as a Certificate III in Business.

 

Step 4 – Be committed to continuous learning. Once you have a job, volunteer for additional training and courses.

 

Find out more here –

https://www.auscontact.com.au/

https://cxcentral.com.au/australian-call-centre-industry/

https://www.csia.com.au/

 

Similar Careers to Call Centre Agent

 

Business Administrator

Virtual Assistant

Receptionist

Retail Worker

Telemarketing

Salesperson

 

Find out more about alternative careers.

 

Frequently Asked Questions (FAQs)

 

What jobs could experience as a Call Centre Agent qualify me for?

 

Experience and further training, possibly some additional qualifications, could lead to one of many other roles in a call centre including:

  • Call Centre Advisor
  • Team Leader/Manager/Supervisor
  • Call Centre Manager
  • Customer Services Director
  • Digital Contact Director
  • Operational Manager
  • Resource Planning Manager
  • Human Resources (HR)
  • Trainer
  • Coach

 

Where do Call Centre Agents work?

 

Call Centre Agents can either work in designated offices set up to handle large volumes of calls, from smaller offices, or even work remotely from home.

 

Is working in a call centre just answering phones?

 

It really depends on the job you apply for – jobs can vary a lot depending on the organisation you work for. In today’s world it’s common for staff to have more varied roles, responding to queries and complaints on lots of different channels and platforms, plus reporting on the outcomes or progress of each call.

 

I don’t have any formal qualifications, could I still work as a Call Centre Agent?

 

Depending on the job you apply for, you could well get a job without any formal qualifications. In most cases, previous work experience (including volunteering) could be beneficial to your application.

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