A call centre is a centralised office of a company that answers incoming calls of its customers. A call centre may be an office also where outgoing calls are made to the customers for the purpose of telemarketing. Call centres are quite a recent introduction to the world of career options in India. In all, it is a service centre with adequate telecom facilities, access to Internet and wide database, which provides voice based or web-based information and support to customers in the country or abroad through trained personnel.
There is no specific qualification, but one needs to be at least 10+2 in any stream. A very good command
over spoken English language is highly essential. Freshers need to undergo intense training to make them best suited for the job. Specific skills and attributes viz. answering to a customer’s query in an effective manner, successfully dealing to customers in telemarketing, are the determining factors for getting into call centre profession.
Initially, candidates with good communication skills and personality were taken into consideration for call centre jobs. But nowadays few training centres have come up in India to train individuals for call centre jobs. The course duration is usually 2-3 months.
There is an ongoing mushrooming of call centres in the major towns and cities of India. These days, call centres exist in all sectors of business including banking, utilities, manufacturing, security, market research, pharmaceuticals, catalogue sales, order desk, customer service, technical queries (help desk), emergency dispatch, credit collections, food service, airline/hotel reservations etc. The wide area of services provided by the call centres makes it a lucrative career with a range of opportunities. Hence the job prospects under this category are unlimited.
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