A Call Centre is the hub of diverse activities with a whole range of functions being performed by various personnel with expertise in their specific areas of work. These include Customer-Service Help Desk, Tele Sales, Account Management, Collections, Call centre operations, E-commerce and Telecom IS.

Every individual is thoroughly trained in their area of work whether telesales, training, HR, operations or administration. Every person’s contribution is of vital importance and everyone is accountable for working in the best interests of the organisation.

It also offers a great opportunity for college students and other individuals who don’t mind working in rotational shifts. The work hours are long and demanding. Though the industry offers a lot of opportunities to thosewilling to put in long hours, the responsibilities are many and one has to work in accordance with the norms established by the organisation.

Entry level positions are attractive for those who are still studying while senior positions offer lucrative opportunities and good perks. Growth prospects and promotions come speedily for those who prove their mettle. The industry also offers many travel opportunities to those who are willing to learn and grow with the organisation.

The Call Centre Inbound area is responsible for the successful management of the entire volume of incoming calls and the subsequent conversion of those calls into successful revenue generation.

The most critical task of the personnel working in this division is to cater to the needs of their customers in the most professional manner. All communication of the products and services must be made in a polite, clear and smooth way without sounding irritable particularly during cases where clients request to repeat the information or are not satisfied with the information.

Identifying the needs of the various clients and successfully satisfying them in a timely manner forms the crux of this function. Persons employed in this function are trained to perform their roles in accordance with the requirements.

All individuals are put through a hi-performance training course which prepares them to the hilt. These include handling telephone calls, talking to the clients, understanding and identifying their needs and offering them the most desired results.

The qualifying candidates must possess excellent verbal communication skills, must be computer literate and have the ability to manage clients of differing nature and personalities who may be from across the world. The individual must be skilled to process/input and retrieve data whilst on the phone.

Under-graduates with an excellent command of English can start at entry level positions with competitive pay packages and avail of additional bonuses and perks related to their performance. For senior positions, one must possess a University degree and prior work experience in their respective disciplines.

Growth prospects are excellent and swift. Besides basic salaries, individuals can expect various other rewards, travel and accommodation benefits and specialised training to assist them to climb the corporate ladder at a faster pace.

The chief duties for individuals are quite similar to those of their counterparts in the inbound division. Individuals have to be thorough with the sales function of assessing the needs of the clients in the most effective manner. They have to be extremely aggressive but polite, focused, helpful and yet not too pushy as this may offend the clients/customers.

Individuals must have an excellent command over the English language to be able to communicate with people from across industries and positions. Patience, politeness and the ability to convince customers towards a successful sales pitch are the essential pre-requisites for individuals aspiring to work in this area of a call centre.

Persons must possess work experience of at least 2 months in the area of telesales or other related areas of work.

A University degree is preferred though undergraduates with an excellent command over the English language are also considered for employment in this division.

Compensations are highly competitive and on par with the best in the industry. Individuals can quickly rise to senior positions with a proven track record.

The Helpdesk function of a Call Centre involves working on the phones and offering support to outside queries and the internal customers. Their role involves answering queries which could be pertaining to complaints about non-functioning of their computers, systems, network problems, etc.

These individuals have to handle all such queries and complaints with the utmost courtesy and patience. These individuals are the voice of the organisation and have to be in their best demeanor at all times.

Persons with a basic academic degree are preferred though undergraduates with an excellent command of the English language also qualify for this position. Persons who prove their ability via their skills in administration-related functions stand a good chance of achieving rapid progress and better prospects in terms of compensation and securing senior positions as well.