• August 01, 2023

1. What is the name of your profession (position)? Call center operator. 2. What is your job and what are your responsibilities? Our call center operators receive incoming calls from subscribers who use the services of a major provider. I work for a company that provides these services to subscribers. As an operator, I provide technical, financial and general advice to subscribers. Namely: I set up a TV tuner, set up Internet and e-mail, set up Wi-Fi equipment, fill out requests for connection and service requests for the Internet and digital television, explain information on invoices and re-issue receipts, advise on current promotions and profitable company offers. Each call is recorded in the database. 3. What education is required to get your position? Higher or incomplete higher education. 4. Describe your working day. The shifts are as follows: from 9:00 to 15:00, from 15:00 to 21:00, from 9:00 to 21:00. I arrive at work 10-15 minutes before the start of my shift. I prepare the computer and enter the login to the mini PBX so that calls begin to arrive. Mini PBX also records working hours in the system. At the end of each working hour, you can leave for 7 minutes. After 3 hours of work comes lunch, and then again you need to take calls. When the shift ends, you need to log out and clean the workplace. 5. How comfortable are your working conditions? Office work. A personal workplace is provided with a computer, PBX and a headset for convenience. In the office, employees are provided with free tea and coffee in unlimited quantities. There is a kitchen with refrigerators and a microwave. There is a comfortable seating area and free internet access after working hours. 6. What do you like most about your job? I like helping people, working in a friendly team. I also like that with quality customer service, operators are paid a premium. When setting work shifts, personal wishes are taken into account, which is very important. 7. What do you dislike most about your job? As a rule, there is a queue on the line and the time interval between calls is only 4 seconds, it is not even enough to take a breath. Not very satisfied with work shifts (6 or 12 hours). Often subscribers incorrectly express themselves in the address of the company and are rude, which is unpleasant. 8. If it's not a secret, what is your salary level (is it enough to write whether you are satisfied or not)? The salary level is minimal by the standards of the country, but there is an opportunity to work for the result and receive a bonus. 9. Describe your team, what kind of people work with you? The team is young and friendly. Call center operators are ambitious and sociable people. 10. What human qualities do you think are most important in your business? Patience, attentiveness, sociability, responsibility. 11. Work gives me additional opportunities (everything that work gives you except money, from self-expression and communication with interesting people to the opportunity to visit different countries). Worksand gives the opportunity to communicate with diverse people, to participate in various trainings. 12. Do you have the opportunity to evaluate your work on a five-point scale, what grade would you give? Solid four. 13. Why did you choose this job? I like working in an office, which allows me to show my communication skills. The work of a call center operator can be combined with other work, which I successfully do. 14. What are the opportunities for your career development? There is an opportunity to become a supervisor of a group of operators, that is, to patronize 20-25 operators. Above the supervisor is only the project manager. 15. What do you think we did not include in the plan and what else would you like to share with us? All inclusive! Working in a large office has one significant drawback, namely the noise penetrating through the walls, floor and ceiling from the adjacent offices. But scientists have already found a way out - Green Glue is able to reduce the transmission of noise through walls by up to 90 percent. 0