Call Centres Calling!

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The Call Centre industry provides many avenues of opportunities in a young environment where motivation and achievements are recognised. The development of new skills for an individual are a huge plus in Call Centre careers. 

As Recruitment Consultant Sameera Gamiet explains, “all training is done at the Call Centre, which involves four to six weeks of theory and practical training on the floor. A recruit with exceptional leadership skills could progress to team leader, overseeing duties and performance of other agents, and then onto being a Call Centre manager”.

Wok flow

Call Centres can either deal with inbound calls relating to customer services, or outbound calls which are sales orientated. With customer services, appropriate assistance is offered in solving queries, while regarding sales, the recruit presents a “pitch” explaining the benefits of the product and gearing that towards the needs of the customer. Call Centres focusing on sales can also be commission based (depending on the product) on top of the basic salary, and many customer service Call Centres add a performance incentive.

Requirements 

The basic requirement for Call Centre work is a minimum of a Grade 12 certificate, but some companies request at least six months prior Call Centre experience. Says Gamiet,  “usually companies offer positions without training. The recruit needs excellent communication skills, basic computer literacy (typing and internet skills), and must be able to work shifts.” 

Working Conditions

Typically Call Centres are shifted environments, generally working a nine hour shift from 8am to 5pm, or 10am to 7pm, depending on the company. Some companies operate on a “24/7” basis, and require night shifts for international calls and sales. A recruit would be expected to work a forty to forty five hour week, and this could include weekend shifts. Annual leave is statutory and if a company offers medical aid it is usually on a 50% contribution basis. In addition there may be a pension fund, and housing allowances on offer.

Gamiet enthuses, “ this is a booming industry, with many job opportunities available all the time. A recruit would immediately find employment. A sales environment builds confidence with good earning potential. There is an exciting, vibey interaction, and one can make a lot of friends”.

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