to all the girls out there, if u are interested in working in a
call centre, i hope u will find the below guide useful.
Introduction
Call Centre or "Contact Centre" is a customer service oriented job
whereby one is tasked to answer phone calls. Some might also be
known as "Helpdesk" if the service provided is technically based or
"Receptionist/ Operators" if the main job is to transfer calls to
other parties.
The person answering the calls are known as "Agents" or "Call
Centre Officer".
How it works?
Basically most call centre runs on PABX/IVR system which
distributes the calls to the call centre agents. for example
customers dialled the hotline number, usually he or she will hear
an announcement 1st and asked to make a choice by pressing the
keypad. once the choice is made, the call will be placed in a queue
and if any agents is available, it will be routed to them. if not,
they will continue hearing music/advertisement until an agent is
free to take the call.
[b]Basics/b]
All agents will be issued something which we call a login ID,
usually a 4 or 5 digit numbers that the agent must key into the
phone every time they start work. this login ID is also an
extension number which internal staffs can call them at.
usually the phones the agents are using won't be a DDI number,
meaning to say external parties won't be able to call the agent
directly except from calling the call centre hotline.
once logged in, the agent will have a few choices, they can either
put themselves on "avaliable mode" and start taking calls or stay
in "off' mode". a 'off mode' is for the agent to put herself on
unavaliable so that calls will not be routed to her so that she can
do other stuffs, like typing an e-mail or go for a break.
