The average call centre representative makes roughly R197,126 per year. And although most call centre employees work in customer service, there isn’t a cap on what you can achieve if you’re just starting out in this new career avenue. In this post, we’ll be taking a closer look at what the job entails, what you need to know before applying, and what you’ll be doing as a call centre agent.
What exactly do call centre representatives do?
The best call centre agents are blessed with the gift of the gab. They are the first point of contact between customers and companies, and the range of responsibilities range from dealing with customer service complaints to making telemarketing calls.
Generally speaking, most call centre jobs fall into one of three categories. The most popular category is customer service, where agents deal with customers that have complaints, queries, or comments on products or services. Then there are inbound sales, where call centre agents take calls from people that are ready to make a purchase. Lastly, there are outbound sales, which is where employees are tasked with selling used car warranties for example.
Although some employees are allowed to work from home, most call centre jobs are based in office buildings where employees are equipped with a telephone, a headset, and a computer to get their jobs done.
What do call centre representatives earn?
Call centre jobs can pay up to R197,126 per year, and most employees make upwards of R140 per hour, depending on which industry they work in. Many call centre jobs in inbound-and-outbound sales are commission-based, so the harder you work, the more you’ll be able to earn. If you work in customer service, you can expect to be paid a fixed monthly income without commission.
What are the educational requirements for call centre jobs?
If you want to work within the call centre industry, you’ll need a matric certificate to get your foot in the door. If you want to enter a more professional environment and work at sought-after companies such as Nedbank, you might need a bachelor’s degree to prove your worth.
Are there various career paths for call centre representatives?
The most basic of call centre jobs often see employees working shifts with long hours, but if you excel in your job, you might be able to move up the corporate ladder with ease. You might be offered an opportunity of becoming a manager or a more corporate position within the company’s sales team after you complete some post-graduate studies in the field.
Personality traits of great call centre agents
If you have your hopes set on becoming an excellent call centre agent, keep in mind that you will need these basic skills:
- Great communication and interpersonal skills
- Well-versed in the job’s required language, preferably bilingual
- Courtesy and good telephone etiquette
- The ability to work shifts
- A good understanding of what customer service is
- Typing skills and computer literacy
- A friendly and positive disposition
Do you have what it takes?
If you feel like a call centre job is ideal for you, then we have just the info you need. Head on over to our job listings and start browsing the amazing variety of call centre jobs on offer within South Africa today!