What is telecaller?.

His job includes servicing intraregional and trunk communications, connecting customers and subscriptions to the call, performing the services specified in the order, checking the quality of hearing, and adjusting the reception of outgoing and transit conversations.

In this article, we will look at the activities of a telecaller.

What must a telecaller know and be able to do?

Until recently, a call center telecaller was thought to be an employee who answers the phone. But due to the information age, the profession of the call center telecaller has sufficiently modified, and nowadays he is practically the main intermediary between you and your customer. Or in other words, between those who offer goods and services and those who buy them. The work of the call center telecaller has a direct impact on customer loyalty, so it is important to take a responsible approach to the selection of personnel for this position. The telecaller must be polite, competent in the goods or services offered by your company, and have the confidence of the interlocutor.

Regardless of the call center, there are basic requirements for a telecaller:

1. Good diction and a pleasant timbre of voice - the customers react better to clear answers when they understand the telecaller from the first time and there is no need to repeat or interrogate what has been said. A low tone of voice is better perceived and causes more trust in the person you are calling than a high or clear voice. 

2. Literacy, language skills, and etiquette - your candidate must be literate, without an accent, not use parasitic words, and be polite and attentive to the interlocutor.

3. Communicative skills - such an operator can find an approach to each customer, deliver a logical conversation without deviating from the main topic, and give clear and accurate answers.

4. Control of emotions, stress resistance - an employee must remain calm and polite in any situation, not raise his voice at the interlocutor, to try to help and resolve conflict in a stressful situation.

5. Sharp wit - the ability to find a quick way out of difficult and unforeseen situations, to offer several variants of solving a question.

6. Also, applicants for this position should know PC and be able to make quick decisions in non-standard situations. In some cases, knowledge of foreign languages and speedy typing are additional requirements.

The functional responsibilities of the call center telecaller directly depend on the direction of the company. Sometimes the duties of the telecaller may include only one task.

For example, it can be only advising and information services to the subscribers on the incoming line, or only the making of outgoing calls to collect information. In some companies, the call center functions include several different tasks, where telecallers can be distributed between them, or perform in parallel. The duties of the call center telecaller, especially if it is an outsourcing call center, often depend on the project(s) in which he works, and can change almost daily.

The duties of the call center telecaller are clearly regulated by certain instructions and standards, and there are also rules and privacy policies, which are established depending on the line of business of the company. In the workplace, the telecaller is strictly forbidden to talk on a cell phone, eat or drink. There must be a separate area or room for personnel rest and fixed breaks for each operator. In other cases, when an operator needs to leave his workplace, he must first obtain permission from his supervisor. Depending on the organizational structure can be a shift supervisor or a senior operator.

The main responsibilities of the call center telecaller:

1. Receiving incoming calls;

2. Consulting support;

3. Hotline service - work with complaints and requests. Providing customers with information about the company: services, promotions, tariffs, etc;

4. Implementation of outgoing informational calls;

5. Keeping telephone sales and customer database;

6. In recent years, virtually all call centers are increasing the number of channels of communication with their customers.

Therefore, in addition to the basic functions of working with telephone calls, the operator of the call center also performs the following list of duties:

1. Handling appeals via email;

2. Processing appeals via web chats;

3. Processing appeals in social networks and messengers (Viber, Telegram, WhatsApp, Facebook, Instagram).

In a situation when the call-center operator can't solve the client's problem or provide the necessary information, he is obliged to transfer such call (or appeal) to a more competent employee.

What education do I need to become a telecalling? 

You can become a telecaller in the telephone information service of the public telephone network after completing secondary special education or if you have a general secondary or complete general education. Those who have completed the training are awarded the qualification of telephonist class II. Later it is possible to increase the qualification to the first category. Or for persons with secondary or complete general education.

How to prepare for a job interview?

Unfortunately, many job seekers are irresponsible about their future jobs: they do not prepare in advance and do not learn about the list of responsibilities. They just arrive at the appointed hour, hoping for a miracle.

 At the same time, to take the desired position and to stand out among the many applicants, it is necessary to prepare beforehand. It is advisable to study information on the Internet and familiarize yourself with the most popular interview questions for telecaller candidates. Before you are invited to an interview, you may be required to pre-fill out and submit a questionnaire. 

Here are some common interview mistakes:

1. Overly common answers;

2. Telling a story about a long and unsuccessful job search;

3. Insecurity;

4. Inventing and twisting facts.

How to behave at a job interview?

It is important to set yourself up for a calm conversation. The employer is primarily interested in the level of your communication skills. During the conversation, you may be asked to take a psychological test for stress tolerance. Therefore, there is no need to be nervous the day before. Your task is to tell about yourself as a responsible, diligent, and balanced person who knows how to communicate with people and is willing to help them in various matters. 

Do not forget that you "sell" yourself as a potential employee during the interview. In turn, the company "sells" to a capable candidate for a future job. At this point, both parties should carefully learn as much information about each other as possible. Therefore, you must correctly ask questions in the time allocated for this purpose.

In general, be polite, punctual, attentive, and courteous. This will allow you to form a positive opinion about yourself.

What do I have to say at the interview or how do I answer the questions to get hired as a telecaller? 

During the interview, describe your strengths for this work: "I have a quick reaction time, a high level of stress tolerance, an excellent command of English, and good diction".

I am confident that here at your company I will be able to show you all my skills on the job and you will be pleased that you chose me for this position," you can also add about your experience if you have had any. 

During the interview, be confident, answer questions clearly and concisely, and be yourself; you don't have to be super-cool. 

For more information on how to get a job interview, visit our website. Good luck to you!