Call Centre Executive Customer Care Representative

Customer Service Associate

Call Center Representative

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.

Not applicable

Good communication skills



Problem solving skill

Clear diction

Good listener

Customer centric


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

Working hours

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.

Companies working in IT and IT-enabled services - click on




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

Labou r

Net Services India Pvt Ltd

Unique Call Solution Pvt. Ltd.