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- A call centre is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone.
- A call centre is operated by a company to administer incoming product support or information inquiries from consumers.
- Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, and e-mails at one location is known as a contact centre.
- A call centre is often operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations.
- Most major businesses use call centres to interact with their customers. Examples include utility companies, mail order catalogue firms, and customer support for computer hardware and software.
- Some businesses even service internal functions through call centres. Examples of this include help desks and sales support.