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Admission and eligibility Cutoffs for colleges Career Scope Salary and PayScale Major Recruiters Books and study material Edit

Save

Call Center Executive

Who is a Call Center Executive?

Companies have a call center so that customers who face problems using their products or have any questions can call to get answers. The call center executive handles phone calls received from customers related to queries and support.

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A Call Center Executive is also known as a Customer Service or Customer Care Executive.

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What does a Call Center Executive do?

A call centre executive has to answer calls from customers and help them with their queries and doubts. The executive needs to help them with troubleshooting to solve any problem they face while using the product. Receiving complaints from customers, managing customer complaints, and providing information are some of the things a call centre executive does.

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What are the skills required to become a call centre executive?

A call centre executive needs to have different kinds of skills to be able to do the work. This includes:

Fluency in language.
Good communication skills.
Knowledge of computers and ability to work with office productivity software.
Good telephonic skills.
Time management.
Ability to think quickly and respond.
People management skills and able to handle unhappy customers.

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<h2 dir="ltr" style="text-align:justify">Who is a Call Center Executive?</h2>

Companies have a call center so that customers who face problems using their products or have any questions can call to get answers. The call center executive handles phone calls received from customers related to queries and support.

A Call Center Executive is also known as a Customer Service or Customer Care Executive.

<h2 dir="ltr" style="text-align:justify">What does a Call Center Executive do?</h2>

A call centre executive has to answer calls from customers and help them with their queries and doubts. The executive needs to help them with troubleshooting to solve any problem they face while using the product. Receiving complaints from customers, managing customer complaints, and providing information are some of the things a call centre executive does.

<h2 dir="ltr" style="text-align:justify">What are the skills required to become a call centre executive?</h2>

A call centre executive needs to have different kinds of skills to be able to do the work. This includes:

<ul>
	<li dir="ltr">
	Fluency in language.
	</li>
	<li dir="ltr">
	Good communication skills.
	</li>
	<li dir="ltr">
	Knowledge of computers and ability to work with office productivity software.
	</li>
	<li dir="ltr">
	Good telephonic skills.
	</li>
	<li dir="ltr">
	Time management.
	</li>
	<li dir="ltr">
	Ability to think quickly and respond.
	</li>
	<li dir="ltr">
	People management skills and able to handle unhappy customers.
	</li>
</ul>

Top colleges offering courses related to call centres in India

<ul>
	<li dir="ltr">
	A call centre executive job is offered at two levels. One is for those who have completed 10+2 or equivalent. The other is for those who have completed any bachelor’s degree. Call centres provide training for all executives to help them do their job. 
	</li>
	<li dir="ltr">
	Many private institutions offer training for call centre executives. They are not recognized by any government body.
	</li>
	<li dir="ltr">
	The Govt. of India offers skill-oriented training for those who want to work as a call centre executive. This is offered under the PMKVY (Pradhan Mantri Kaushal Vikas Yojana).
	</li>
</ul>

Some of the approved training centres where you can do this course are:

<ul>
	<li dir="ltr">
	IL&FS Skills
	</li>
	<li dir="ltr">
	GRAS Academy
	</li>
	<li dir="ltr">
	CPIT
	</li>
	<li dir="ltr">
	Zephyr
	</li>
	<li dir="ltr">
	Orian Edutech
	</li>
	<li dir="ltr">
	Team Lease
	</li>
	<li dir="ltr">
	ICEI
	</li>
	<li dir="ltr">
	Udaan
	</li>
</ul>

<h2 dir="ltr" style="text-align:justify">What is the Career scope for Call Center Executives in India?</h2>

Call center jobs are available in the private sector. Companies in other countries have their call centers in India that receive calls from customers based in other countries. Indian companies also have call centers. It is today common for every company to have a call center to help customers with their problems.

Even students without a bachelor’s degree can work in a call center. However, those students who have a bachelor’s degree can get a higher salary. They can grow faster in their career as compared to non-graduates.

You can join this career as a call center executive, customer care executive, or call center agent. This is the basic job that involves handling customer calls and replying to them. Apart from solving customer problems, call center executives may also be expected to do telephonic selling. They may have to call customers and provide information about the product and try to convince them to buy the product.

If your work is good, you can expect to be promoted. Future career opportunities include:

<ul>
	<li dir="ltr">
	Promotion to team leader, where you will supervise a team of call center executives.
	</li>
	<li dir="ltr">
	Call center manager, who runs the entire call center.
	</li>
	<li dir="ltr">
	Call center director, who manages the entire organization.
	</li>
</ul>

<h2 dir="ltr" style="text-align:justify">How much salary can a call center executive earn?</h2>

Salaries in private organizations vary from one company to another. It is decided based on the qualification and experience of the candidate.

<ul>
	<li dir="ltr">
	Average Salary for a Call Center and Customer Service Executive in India is Rs 234,684/yr
	</li>
	<li dir="ltr">
	The average salary of a Call Center and Customer Service Executive  with less than 1-year experience is Rs 188,637/yr
	</li>
	<li dir="ltr">
	The average salary of a Call Center and Customer Service Executive  with 4 years of experience is Rs 239,835/yr
	</li>
	<li dir="ltr">
	At Senior level (5-9 years of experience) Call Center and Customer Service Executive in India makes Rs 341,180/yr
	</li>
</ul>

<h2 dir="ltr" style="text-align:justify">What are the Books and study material available?</h2>

There are no standard books since call center courses are not part of the formal higher education in India. Some books that would be helpful are:

<ul>
	<li dir="ltr">
	Call Centers: Technology and Techniques – Jack Green
	</li>
	<li dir="ltr">
	Call Center Customer Care - Applegarh & Guttridge
	</li>
	<li dir="ltr">
	Call Center Optimization – Ger Koole
	</li>
</ul>

<h2 dir="ltr" style="text-align:justify">Major recruiters</h2>

The top companies that recruit call center executives are:

<ul>
	<li dir="ltr">
	WNS Global Services
	</li>
	<li dir="ltr">
	3i InfoTech
	</li>
	<li dir="ltr">
	TCS BPO
	</li>
	<li dir="ltr">
	IBM Daksh
	</li>
	<li dir="ltr">
	Aegis
	</li>
	<li dir="ltr">
	Infosys BPO
	</li>
	<li dir="ltr">
	24/7 Customer Pvt. Ltd
	</li>
	<li dir="ltr">
	Invensis
	</li>
	<li dir="ltr">
	Intelenet Global Services
	</li>
</ul>

<h2 dir="ltr" style="text-align:justify">Interesting facts</h2>

Pramod Bhasin started the first call center in India in 1998 that worked for GE(General Electric).

Data not available