Call Center Agent

The Contact Center industry's workforce is led by Call Center Agents. A Call Center Agent answers all inbound and outbound calls in a professional, friendly and timely manner.

Tasks

• Handle calls involving inquiries of all types; technical help desk; payment authorization; ordertaking and fulfillment; complaints; customer service; disputes; transcriptions, requests, sales and billing; and marketing.
• Responsible for verifying all customer information; documenting all pertinent information; and expected to trouble shoot each call appropriately in order to satisfy customer's request.

Basic Educational & Training Requirements

• 2-4 years college education in any course;
• ICT related course is required for technical support staff;
• Training in the following areas of competency:
• English Proficiency/Interview Skills
• Inbound soft skills
• accent neutralization or accent reduction which is intended to help proficient English speakers speak with a more North American or British accent
• oral fluency and accuracy
• culture training
• customer service
• business writing
• Outbound Skills
• Sales and marketing (Product Training )

Skills and Competencies

• Good command of the English language, both oral and written;
• Computer proficiency particularly with reference to typing speed and navigational skills;
• Knowledge of Order Processing System, Database, Spreadsheet, Word Processing and Internet Software;
• Oral & written proficiency in other languages such as Spanish. French, Mandarin, Cantonese, Korean and Japanese is an advantage .

Physical Attributes and Characteristics

• Customer service-oriented;
• Willing to work on shifts;
• Strong organizational skills with attention to details; ability to exercise independent judgement.

Salary/Compensation

• P10-25 thousand (P10,000 for starters and P25,000 for the multi-lingual agents)

Prospects for Career Advancement

• A Call Center Agent with 1-3 years work experience and with supervisory and leadership training can advance to become aTeam Leader or Supervisor;
• Promotion to Middle Manager after 2 -3 years supervisory work experience plus training in business management, account management and project planning.

Employment Opportunities

• Some 98,332 new jobs will be made available for Call Center Agents over the period 2007 - 2010, or an average of 24,583 job openings a year.

Scholarships Available

PGMA Scholarship Program offered by :
TESDA accredited Call Center Companies

Training Programs *

Finishing Course for Call Center Agents
Duration - 100 hours
Cost - P5,000
School/Training Institute - BPO Training Academy