Helpful Hints for Call Center Reps

Brendan Shea By Brendan Shea, 15th Aug 2013 | Follow this author | RSS Feed
Posted in Wikinut>Business>Sales & Marketing

Here are some important things to focus on when working in a sales-focused call center:

Know your prospects:

If the customer you are talking to wants facts and does not want background or personal details, recognize that immediately, so you may get them what they want as quickly as possible. Conversely, if they are the type of person who has many questions, or wants to tell you about why they are interested in your product or service, listen intently, and take notes. This will result in either party being satisfied.

Know your product or service:

The more you know about what you are selling, the more effective you will be in helping your customers. Do a lot of research and ask questions to ensure you are well-informed. Answer questions within the scope of your knowledge, and if you don't have an answer, let the customer know, and get them connected with a staff-member who does, quickly. You will be admired for your diligence and straightforwardness.

Check your work:

If you have logged an appointment, entered an address, are about to send an email, or follow up with someone, be sure your facts are correct, and that you are clear on the procedure on which you are about to embark. If you are a little extra careful, your accuracy will ensure happy clients and employers.

Follow up:

Be sure to keep up with your customers and co-workers. This can be tough when you have a lot of other tasks to perform, but it's important to let all parties know that you are tracking with them, and what all parties are doing to ensure the sale goes well. Sometimes you will want to hold off on certain customers who do not want or need attention, while others need immediate attention. Discerning between those needs is an important part of working in a call center.

Update your databases:

As with follow up, you will want to ensure your calendar is kept up to date, you reply to emails and voice-mails, and your customer database is updated. This will take time, but you can develop methods to handle this quickly. The longer you are on the job, the more customers you will have, and the more organized you will be to manage these tasks.

These are just a few ways to build a good foundation as a call-center representative!


Appointments, Call Center, Co-Workers, Database, Emails, Employers, Happy Clients, Job, Product, Prospects, Service, Voice-Mails

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author avatar Brendan Shea
Well traveled writer with an eclectic career writes on a variety or topics to entertain, inform and inspire..

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