Call Centre Executive Customer Care Representative
Customer Service Associate
Call Center Representative
Minimum 12th pass
Will be updated
The tasks a Call Center Executive is expected to perform include:Answering enquiries from customers over the phone or in person
Investigating the complaints regarding goods, services and policies
Arranging for funds, exchange and credit for returned merchandise
Initiating billing process and claim payments
Providing information to the customer and the public regarding goods, services, schedules, rates, etc.
Knowledge of basic working of computer
Proficient in searching customer details in database
Well-versed with providing customer service support by interacting over phone
Proficient in handling and resolving customer queries
Proficient in using Customer Relationship Management (CRM) applications in order to fetch customer account details and verify the same
Well-versed with various company policies for return, exchange of goods, etc.
Good communication skills
Problem solving skill
Ability to handle work pressure
It is a desk job
Need not handle a team
Local travelling is not a part of the job
Part-time work and contractual jobs are available in some cities
Work from home option is not available
Companies usually work for 10/12 hours everyday for 5/6 days a week. This may vary from company to company
Shift systemmay predominantly not be available
Is the job suitable for a candidate with special needs?Maybe
The job is not listed as hazardous or dangerous as per The Factories Act, 1948 (section 87)
Occupational risk may include sleep disturbances, mental stress, eye sight and hearing problems, digestive disorder, etc.
For freshers - INR 15,000 to INR 20,000 per monthFor candidates with 2-3 years of experience or more - INR 25,000 to INR 30,000 per month(These figures are indicative and subject to change)
Current Scenario ofITeSS/BPO Sector in India
The Indian IT andITeSIndustry recorded a turnover of US $ 60 billion in 2009, with exports accounting for about US $ 47 billion and contributing to over 70% of industry revenues. The industry has grown at a CAGR of close to 30% between 2004 and 2009.
The major segments of the Industry are IT Services, BPO, and Engineering Services, R&D, and Products. Much of the activity is centred on service offerings in Banking, Financial Services, and Insurance (BFSI), Hi-Tech and Telecom, Manufacturing, and Retail. These are also referred to as various ?industry verticalsin common parlance.
Future Trends in ITeS/BPO Sector in India
Sustained technology spending globally, and increasing GDP growth and spending in India are expected to be primary drivers of growth. A shift would occur in terms of customer expectations, led by innovation, end-to-end offerings, risk management, and compliance. It is expected that the ?outsourceablemarket would expand from the current US $ 500 billion to about US $ 1.5 to 1.6 trillion by 2020.
Sustained GDP growth, increasing public sector spends, and adoption of IT by industry would drive the domestic component of the market. Given these factors, it is expected that the Indian IT and ITeS Industry would record about US $ 220 billion in exports and US $ 60 billion domestically by 2022, totalling to about US $ 260 billion growing at a CAGR of 12.8%. This growth can be much more with markets opening up further and supported by large investments in innovation, skill building, IP creation, and development of IT infrastructure in Tier-2 and Tier-3 cities.
Based on the trends witnessed in productivity and the likely growth potential of the IT and ITeS industry, it is expected that the industry would result in an incremental employment of about 7.5 million persons directly by 2022. A large portion of this employment is expected to occur in the ITES (BPO/KPO) exports sector, followed by IT exports and then in the domestic market.These factors indicate good job prospects for professionals such as Call Center Executive.
Cities across India
Will be updated
St. Xavier?s College
ARISE College of Information Technology & Management
CPIT Edutech Pvt. Ltd
IL&FS Institute of Skills
Net Services India Pvt Ltd
Unique Call Solution Pvt. Ltd.