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Call or Contact Centre Operator

Answers customer telephone, Internet and email inquiries about goods and services, and promotes the goods and services.


Tasks Include:


  • answering incoming calls, emails and messages, and assisting customers with their specific inquiries
  • identifying requirements and recording information into computer systems
  • coaching staff and assisting call centre operators to resolve problems and customer inquiries
  • developing rosters and managing staff numbers to meet work flows
  • listening to calls conducted by call centre operators and providing performance feedback
  • monitoring and timing calls
  • creating further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer
  • updating databases to reflect changes to the status of customers and prospective customers
  • arranging the despatch of goods, information kits and brochures to customers and interested parties
  • undertaking clerical duties, such as faxing, and filling out paperwork, and liaising with other departments associated with completing the customer contact
Job prospects for Call or Contact Centre Workers in Victoria

Occupations in the Call or Contact Centre Workers group include Call or Contact Centre Operator and Call or Contact Centre Team Leader.

Employment prospects
There are currently 8,300 Call or Contact Centre Workers in Victoria. Over the next five years, the size of this relatively large occupation is expected to remain similar. Employment prospects for the next five years are stable.

Average weekly wage
$1,209.60

Hourly earnings
$32.20

For more information about this occupation at a national level visit the Job Outlook website. External link

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