Inbound Call Center Representative Responsibilities

Call center representatives are responsible for answering the queries of the customers; this job profile is covered under service industry where the representatives are mean to serve the customers 24*7. Satisfying the customers' need by answering their calls and resolving their issues by maintaining good reputation of the company are the major inbound call center representative responsibilities. Call center representatives work in two formats: inbound and outbound. Mostly inbound call centers are established to resolve the client's queries, while the outbound call center helps to meet sales purpose.

In order to serve large number of customers more efficiently, many reputed organizations have set up call centers where the customers can contact through online chat or telephone and get the required assistance. Inbound call centers are meant to serve several purposes and thus hold various responsibilities that range from providing service and product information to tracking metrics on the feedback of customers and generating sales leads.

Job Responsibilities of an Inbound Call Center Representative

Inbound call center representatives work in order to support and cater superior service via emails, phone and faxes as a receiver. They perform myriad job tasks:

• Handle clients' complaints, questions and inquiries concerning billing, products, equipment, claims, services and reports problem areas with the utmost degree of professionalism and courtesy with an aim to resolve issues of the customers within one call
• Deal with business transactions associated with new customer account activation on the terminal of the computer
• Provide alternative solutions with an aim to retain the customer's business
• Make financial decisions in order to manage customer accounts and collect or protect revenues
• Communicate and confer with customers by using various web based tools
• Work in single or multiple skill sets or queues over different channels of customer contact
• Use mechanized systems to handle customer request and organize as well as complete service orders
• Keep track of the improvement in the customer retention through programs and provided services
• Make recommendations on upgrades, features, rate plans and accessories as per the requirement of the clients
• Stay updated with the knowledge of each service, product and promotion

Areas of Proficiency

There are few areas in the work profile of inbound call center representatives where they need to be proficient.

• Technical Support

  Some call centers provide technical assistance to the clients in case of difficulty in using products or services of the company. These representatives are trained on various products of the company, and this training is utilized in the troubleshooting the clients' problems. As per the company's criteria to provide support, call centers have to resolve issues of the customers, retain clients who might otherwise prefer to opt a competitor's services or products and prevent clients from returning products.

• Metric Generation

  Most inbound call centers usually serve as a direct interface of the organization with its customer base; they are specifically established to gather feedback and generate information about the services and products of the company. As a call center representative receives input from a client, they have to capture the comments or conversation in account log, which is then evaluated by the administrator in order to analyze the trends in the problems, demands, requests and other issues of the clients.

• Customer Service

  Call center is a universal access hub for customers to get connected and resolve their queries on telephone. Call center personnel need to present a professional and positive attitude to the customers while interacting with them, as these representatives are the pillars of the organization to build the reputation of the company in the market. They need to be knowledgeable about the issues they are trying to resolve.

What are the Required Skills and Knowledge ?

• In order to support effective communication with the customer, utilizing the listening and questioning skills is essential
• Should be capable to handle any type of query with a positive approach
• Utilize effectual approach to manage special telephone tasks such as receiving messages, call transfers, holds, call backs, unintentional dis-connections and interruptions
• Deal tactfully with angry callers, job stress and upset customers
• Use skills and etiquette to satisfy the customer and build a positive rapport with various clients over the phone
• Ability to enhance skills of providing an impressive telephonic presentation
• Show flexibility and ability to work in various shifts as per the requirement on the floor
• Use the appropriate way to deal with different behavior and types of customers on telephone
• Handle the calls in a professional manner by understanding the impact of the attitude
• Meet customer's commitments
• In order to improve the sales and revenue, they should be able to tactfully introduce complementary or alternative products and thus fulfill the requirement of the customer

Educational Qualifications

• College degree
• Candidate with High school or equivalent course can also be eligible
• Strong communication, organizational and interpersonal skills, as they have to perform various tasks using all these proficiencies

Inbound call center representative responsibilities are all about communication skills, etiquette, potential to deal with various customers of various attitudes and satisfying the customers through communication by resolving queries efficiently.