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Working as a call centre operator can be a great way to enter a large and growing industry. Call centres continue to appear across the UK. As such, there are often many call centre operator jobs available, particularly entry-level positions. Call centre operator employers exist in a growing number of sectors, and therefore the role of a call centre operator continues to change.
Your duties will depend on the sector you are working in. For example, you could be providing online advice to customers using webchat, or cold-calling prospective clients to sell them goods/services over the telephone. There are often good opportunities to progress to senior-level positions, whilst remote working is also becoming an option for many. Keep reading to learn more about call centre operator jobs, including expected salaries and career prospects.
Call centre operator jobs mainly involve dealing with clients/non-clients over different media channels and for various reasons. Providing aid to people in emergency situations, offering tech support to customers, dealing with complaints and selling goods are all roles that fall under the duties of working as a call centre operator. Therefore, what you will be doing on a daily basis will depend on the specifics of a particular role.
The majority of call centre operator jobs are office-based, involving dealing with issues over the telephone or online. However, online web chat has grown in popularity, as have opportunities to work from home. You will be expected to follow company guidelines and procedures at all times, as well as meet weekly/monthly/quarterly targets.
There are no qualification requirements for entry-level call centre operator jobs. You may be required to have GCSEs in English and math. Furthermore, some previous customer-relations experience may also help your application. However, some call centre operator employers may require you to have qualifications in a particular field, such as IT or finance if you are looking to work in those particular areas.
With many call centre operator jobs being entry-level, many employers place more weight on the character and skills of a candidate. Skills in demand by employers include:
- Excellent speaking and listening skills
- Good IT abilities
- Confident personality with a natural ability to get along with others
- Patience, hard-working and determination
Working as a call centre operator can offer excellent career prospects. You will likely receive extensive on-the-job training and have the opportunity to gain industry-specific qualifications. Promotion can be quick in this role for individuals who show promise, whilst the skills you gain can be easily transferred to other roles and industries should you wish, such as HR and marketing.
Roles such as senior call centre operator, team supervisor and manager should become available to you once you have gained the relevant experience. Starting salaries for call centre operator jobs are around £17,000 – £20,000 depending on the specifics of the role you are applying for. From here, salaries can rise to £27,000, with management-level roles paying up to £40,000+. Salaries will vary depending on the size, location and sector of a company, whilst bonuses and commissions may also exist, which can significantly increase salaries.
Working as a call centre operator can offer many advantages and providing you with an excellent opportunity to develop a career in a thriving and important industry. You will learn many new skills and the role can offer good long-term job security.
However, call centre operator jobs can also be demanding. You may be required to shifts, including unsociable hours such as evenings and weekends. Starting salaries can be low, dealing with unhappy customers can be tiring and you may be expected to work in crowded, noisy environments at times.