Barcelona City Council | Capital humà

Call centre operators provide customer service by telephone or Internet. Initially, call centre operators were simply required to have good people skills in working with customers. However, the recent rise in demand for this job post in sectors such as finance and high technology, requires a much more technical profile and even fluency in a second language. In fact, there are cross-European call centres in which up to ten languages are used.

• Build customer loyalty
  Handle clients' complaints and claims.
  Try to keep clients by applying persuasion techniques.
  Promote products.
  Resolve clients' questions and incidents about the service or the product.
  Make appointments.
• Perform tasks related to sales and direct marketing (telemarketing):
  Update the computer database.
  Perform customer control.
  Monitor all mailings and answer clients' queries.
  Responsible for mailings, e-mailings and SMS messages sent to mobiles.
  Perform telesurveys.
  Create sales databases.
  Log purchase orders.
• Provide technological support (this function is done by specialised telesales operators).
  Advise on incidents involving complexity that cannot be resolved automatically.
  Identify and resolve user incidents in sectors such as banking, telephony, IT, insurance, etc.
  Perform controls on incidents to assure that they have been resolved.

Regulated training and graduates

• Minimum compulsory education
• Professionalism Certificate: Sales activities (Level 2)
• Professional Training Course(s) in the field of Trade and Marketing - Intermediate Level: Trade activities

Complementary training

Other specific skills

Orientation within reach: Level 1

Initiative: Level 2

Empathy: Level 2

Communication: Level 2

Flexibility and change management: Level 1

Customer orientation: Level 1

Customer service

Direct and personal interaction with people and relating to the public are highly-motivating activities for individuals who have an interest in the field of customer service. A focus on people and on satisfying customers' needs is key in the occupations included in this field. These jobs entail the need to know suitable techniques for attending to the public and being able to give appropriate service that is tailored to their needs and expectations. Good examples are activities which offer assistance and guidance during functions, trips or at facilities, and those which provide advice in relation to products and services.

Communication

Those who show a preference for the field of communication are interested in the generation and dissemination of information. This information, however, can have various purposes: provide information on events and occurrences, generate public opinion on a certain topic or promote and publicise a service or product. Carrying out these activities requires knowledge of various techniques aimed at communication, persuasion and marketing.

Shop assistant

Conference assistant

Commercial agent

Revenue protection inspector

Industrial Labourer

• Work hours

  It generally ranges from 4 to 8 hours. The possibility of working half-time makes this occupation an attractive option for many students.

• Salary

  Salary range: between 16.024 and 23.000 euros annum gross. Median: 19.197 euros annum gross.
  
  Source: Report "Observatory of Jobs and Salaries of the Labour Market. Barcelona Activa", elaborated by ICSA Grupo. April 2015.