Empathy, exceptional listening skills (and a willingness to listen to the customer) are important traits for call center reps to possess. Our call center representatives play a major role in how our clients’ companies are perceived by customers, our reps’ characteristics have a big impact on quality.
What We Do
Call Center:
-
Answer incoming calls and respond to customer’s emails
-
Management and resolve customer complaints
-
Sell products and place customer orders in the computer system
-
Identify and escalate issues to supervisors
-
Provide product and service information to customers
-
Research required information using available resources
-
Research, identify, and resolve customer complaints using applicable software
-
Process orders, forms, and application
-
Route calls to appropriate resources
-
Document all call information according to standard operating procedures
-
Recognize, document, and alert the management team of trends in customer calls
-
Follow up customer calls where necessary
-
Upsell products and services
-
Complete call logs and report
Data Entry:
-
Preparing and sorting documents for data entry
-
Entering data into database software and checking to ensure the accuracy of the data that has been inputted
-
Resolving discrepancies in information and obtaining further information for incomplete documents
-
Creating data backups as part of a contingency plan
-
Responding to information requests from authorized members
-
Testing new database systems and software updates