Call or Contact Centre Operator

Answers customer telephone, Internet and email inquiries about goods and services, and promotes the goods and services.
Training time 6 months - 2 years
Average pay $41,176
Employment prospects Strong
Employment size 5,100

What does a Call or Contact Centre Operator do?

  • 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

Related courses

Government-subsidised training is marked with this symbol
Certificate III in Customer Engagement
Certificate IV in Customer Engagement
Certificate II in Customer Engagement