A Brief Description of Call Center Consultants

2007-03-08 10:33:40

( Telephony )



Call center consultants work in a call center answering calls of customers who require technical assistance with a product, directory assistance, help with the purchase of a new product, assistance with their travel arrangements and at times, provide medical assistance or support to patients and doctors. There are many other reasons why call center consultants are needed, but their main job function is to handle calls and assist the callers with information they require. Because their job relies on dealing with people on the phone, good communication skills are of prime importance, as well as the knowledge in dealing pleasantly with callers.

Call center consultants make use of a computer which have customer records, order status, patient medical records, transaction histories, product information or any other technical information which would assist them in answering inquiries from a caller.

Some call centers also make use of the computer to answer emails. After some research about a customer’s concern, they reply via email. Some call center software programs allow for call center consultants to chat with their customers online in order to provide real time assistance.

Another important piece of equipment, which call center consultants use, is a telephone. A call center phone system is usually connected to the call center consultant’s computer system. Both the phone system and computer along with the call center software work hand in hand to aid call center consultants.

Normally, the call center software system is integrated with an interactive voice system, which is the first line of assistance that a caller can get when they call for assistance. The caller answers certain questions by pressing the telephone’s keys that correspond to their answer. If their concern cannot be answered by the interactive voice system, the call center software system routes them to a live call center consultant.

The call center phone system alerts call center consultants when there is an incoming call, usually by the use of flashing lights on the phone. Call center consultants take the call, and the status of the call is displayed onto a computer screen where the call center supervisor can monitor how many calls are being processed at one time.


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