Call-centre technologies

Description

The wide range of telecommunications hardware and software such as automated phone systems and communication devices.

Alternative labels

call-centre automation
call-centre devices
call-centres technology
call-centre operations
call-centre communications
call-centre technology

Skill type

knowledge

Skill reusability level

cross-sector

Relationships with occupations

Essential knowledge

Call-centre technologies is an essential knowledge of the following occupations:

Call centre analyst: Call centre analysts examine data regarding incoming or outgoing customer calls. They prepare reports and visualisation.
Call centre supervisor: Call centre supervisors oversee call centre employees, manage projects and understand technical aspects of the call centre activities.
Call centre manager: Call centre managers set the objectives of the service per month, week, and day. They perform micromanagement of the results obtained in the centre in order to proactively react with plans, trainings, or motivational plans depending on the problems faced by the service. They strive for achievement of KPIs such as minimum operating time, sales per day, and compliance with quality parameters.

Optional knowledge

Call-centre technologies is optional for these occupations. This means knowing this knowledge may be an asset for career advancement if you are in one of these occupations.

Call centre quality auditor: Call centre quality auditors listen to calls from the call centre operators, recorded or live, in order to assess compliance with protocols and quality parameters. They grade the employees and provide feedback on the issues that require improvement. They interpret and spread quality parameters received by the management.
Customer contact centre information clerk: Customer contact centre information clerks provide information to customers via the telephone and other media such as email. They answer inquiries about a company’s or oganisation’s services, products and policies.
Service manager: Service managers are responsible for the supervision and coordination of the provision of different professional and technical services to customers. They ensure a smooth interaction with clients and high levels of satisfaction post-service. This occupation includes the provision of policing, correctional, library, legal and fire services.
Live chat operator: Live chat operators respond to answers and requests posed by customers of all nature through online platforms in websites and online assistance services in real time. They are available to provide service through chat platforms and have the ability to solve inquiries of clients via written communication merely.

 


 

References

  1. Call-centre technologies – ESCO

 

Last updated on September 20, 2022

Thinking about your next career move?

Answer a few questions about your jobs and education, and we’ll give you suggestions about your best possible career move. It’s completely free!