How to Be Call Center Consultant - Job Description, Skills, and Interview Questions

Sep 24, 2020 / 5 Minutes Read / By Albert

How to Become

Professional Organizations

FAQ

Links

The increasing demand for customer service has caused an increased need for call center consultants. As the number of customer service inquiries rises, the need for knowledgeable, experienced professionals to help customers with their needs is also increasing. Call center consultants are highly-trained specialists who can provide customers with the best solutions to their problems.

They use a variety of tools and techniques to accurately assess customer requirements and provide them with the best solutions. They are also skilled communicators and have the ability to quickly and effectively resolve customer queries. The result is increased customer satisfaction and improved customer loyalty.

Steps How to Become

Obtain a High School Diploma or GED. To become a call center consultant, you must have at least a high school diploma or its equivalent.
Consider Earning an Associate's Degree in Business Administration. An associates degree in business administration can provide you with the skills and knowledge needed to work in a customer service environment.
Pursue a Bachelor's Degree in Business Administration. A bachelors degree in business administration or a related field can help you stand out from other applicants and give you an advantage when applying for a call center consultant position.
Develop Interpersonal Skills. To be successful as a call center consultant, you must possess excellent interpersonal skills, including the ability to communicate clearly and effectively with customers via telephone, email, or chat.
Gain Experience in the Field. Working in a call center can be a great way to gain experience in the field. Consider taking an entry-level customer service position at a local call center to get your foot in the door.
Pursue Certifications. Depending on where you work, you may have the opportunity to pursue certifications, such as a Certified Call Center Professional (CCCP) certification.
Stay Up-to-Date with Technology. Call center consultants must stay up-to-date with technology, as new software and products are always being introduced into the customer service industry.

The success of any call center consultant is dependent on their reliability and competence. An effective consultant must be able to provide accurate and timely information, manage customer expectations, and resolve issues quickly. Furthermore, they should be able to build trust and rapport with customers, as well as demonstrate strong communication and problem-solving skills.

A reliable and competent consultant is essential in providing customers with quality service and promoting customer loyalty. When customers experience a good level of service, they are more likely to return and recommend the services to others, resulting in increased sales and customer satisfaction. by being reliable and competent, a call center consultant can ensure customer satisfaction and help the company succeed.

You may want to check Call Center Billing Specialist, Call Center Operations Manager, and Call Center Inbound Sales Representative for alternative.

Job Description

Provide world-class customer service to callers and ensure that all customer inquiries are handled quickly and professionally.
Respond to customer inquiries and resolve issues in a timely manner.
Develop and maintain a thorough understanding of the products and services offered by the company.
Identify customer needs and provide appropriate solutions to meet those needs.
Manage inbound and outbound calls in a timely manner.
Utilize customer service software, databases, and tools to ensure quality service.
Stay current with system information, changes, and updates.
Follow up with customers to ensure their satisfaction with services provided.
Provide feedback to management regarding customer satisfaction issues.
Maintain records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Skills and Competencies to Have

Excellent communication skills
Strong customer service orientation
Ability to multitask and prioritize
Problem solving and analytical skills
Patience and empathy
Knowledge of relevant call center software
Knowledge of customer service principles and practices
Ability to work independently and as part of a team
Computer literacy
Knowledge of relevant regulations, policies, and procedures

Excellent communication skills are essential for a Call Center Consultant. Not only do they need to be able to communicate effectively with customers, they must be able to understand their needs and provide solutions. The ability to listen, understand the customer's problem, and then find an appropriate solution requires strong interpersonal skills.

the consultant should have the ability to think analytically, be adept at problem-solving, and possess great organizational skills. Furthermore, they should be able to remain calm in high-stress situations, remain patient with customers, and be comfortable working with a computer and utilizing technology. All of these qualities are essential for a successful Call Center Consultant, as they are integral in delivering excellent customer service and ensuring customer satisfaction.

Call Center Technical Specialist, Call Center Supervisor, and Call Center Scheduling Manager are related jobs you may like.

Frequent Interview Questions

What experience do you have in the call center industry?
Describe a situation in which you effectively handled a difficult customer.
How do you handle customer complaints?
What strategies do you use to ensure customer satisfaction?
How do you maintain your knowledge of call center operations and technology?
What techniques do you use to motivate team members?
How have you handled challenging customer service scenarios?
What steps do you take to ensure accuracy when responding to customers?
Describe a time when you successfully identified and resolved an issue before it became a problem.
How do you work with customers to ensure their concerns are addressed and their expectations are met?

Common Tools in Industry

Dialer System. Automated phone dialer designed to increase the efficiency of outbound calling campaigns. (eg: Five9 Predictive Dialer)
Contact Management System. Software used to store and organize customer information. (eg: Salesforce CRM)
Call Recording System. Software used to record and store conversations with customers. (eg: CallTrackingMetrics)
Interactive Voice Response (IVR). Automated system used to route calls to the correct person or department. (eg: Avaya IVR)
Knowledge Management System. Database of frequently asked questions and answers used to quickly respond to customers. (eg: Zendesk Knowledgebase)
Automated Call Distribution (ACD). System that routes incoming calls to the next available customer service representative. (eg: Cisco Unified Contact Center Express)
Quality Assurance (QA) Software. System used to measure and improve customer service performance. (eg: Verint Quality Monitoring)

Professional Organizations to Know

American Call Center Association (ACCA)
National Association of Call Centers (NACC)
Society of Consumer Affairs Professionals (SOCAP)
International Customer Service Association (ICSA)
Association of Call Center Management (ACCM)
International Association of Business Communicators (IABC)
Professional Association for Customer Engagement (PACE)
European Call Centre & Customer Service Association (ECCSA)
International Association for Telemarketing (IAT)
International Contact Center Management Association (ICCMA)

We also have Call Center Supervisor/Trainer, Call Center Administrator, and Call Center Director jobs reports.

Common Important Terms

Automated Call Distribution (ACD). A system that routes incoming calls to the most appropriate customer service agents based on a combination of factors such as agent availability and customer requirements.
Call Routing. The process of directing incoming calls to the most appropriate customer service representative based on their availability and the customer's needs.
Customer Relationship Management (CRM). A system used to maintain customer relationships by tracking customer interactions, preferences, and other data.
Quality Assurance (QA). The process of ensuring that a product or service meets a pre-defined standard of quality.
Service Level Agreement (SLA). A contract between two parties outlining the responsibilities and expectations of each party.
Knowledge Base. A collection of information used to answer customer inquiries or troubleshoot issues.
Voice Over Internet Protocol (VoIP). A technology that allows voice communications to be sent over an internet connection.

Frequently Asked Questions

What is a Call Center Consultant?

A Call Center Consultant is a professional who provides customer service and support over the phone or via digital channels. They are responsible for responding to customer inquiries, resolving customer complaints, and providing technical assistance.

What qualifications are required for a Call Center Consultant?

A Call Center Consultant typically requires a high school diploma or equivalent, strong customer service and communication skills, and knowledge of relevant software programs.

How much does a Call Center Consultant earn?

Depending on experience, a Call Center Consultant can earn an average of $15.00 - $20.00 per hour.

What is the typical work schedule for a Call Center Consultant?

Most Call Center Consultants work shifts that involve evenings, weekends and holidays. Full-time employees usually work 40 hours per week while part-time employees typically work fewer hours.