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Outbound Contact Center Associate


  • Market Research & Surveys
  • Sales & Telemarketing

Brief description
The position of call centre associate (outbound market research & surveys), consists of conducting telephone surveys or interviews, explaining objectives and procedures to interviewees, compiling and recording results and data from interviews and surveys.

The position of call center associate (outbound telemarketing & sales) consists of using cold calling techniques on prospects and persuading potential customers to purchase a product or service

Roles and responsibilities – Market Research / Surveys

  • Collect data on customer demographics, preferences, needs, and buying habits to identify potential markets and factors affecting product demand
  • Compile, record, code results and data from interviews or surveys
  • Deal with unpleasant, angry, or discourteous individuals
  • Devise and evaluate methods and procedures for collecting data, such as surveys, opinion polls, or questionnaires, or arrange to obtain existing data
  • Explain survey objectives and procedures to interviewees
  • Identify and report problems in obtaining valid data
  • Identify and resolve inconsistencies in interviewee’s responses
  • Interpret survey questions to help interviewee’s comprehension
  • Seek and provide information to help companies determine their position in the marketplace
  • Supervise or train others, and maintain staff records

Roles and responsibilities – Sales & Telemarketing

  • Adjust sales scripts to better target the needs and interests of specific individuals
  • Conduct client or market surveys, and enter detailed notes regarding sale or service offered onto the Coracall systems
  • Contact businesses or private individuals by telephone in order to solicit sales for goods or services, or to request donations for charitable causes
  • Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service or to make a donation
  • Explain products or services and prices, and answer questions from Customers
  • Follow sales scripts and probe to better target the needs and interests of a Client
  • Maintain records of contacts, accounts, and orders
  • Maintain call logs and reporting details regarding calls
  • Obtain Customer information such as name, address, and payment method, and enter orders into computers
  • Obtain names and telephone numbers of potential Customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations
  • Qualifications and requirements
  • A great telephone manner and a good telephone voice
  • Customer Service Orientation for both internal and external Customers
  • Interactive listening skills – ability to give full attention to what other people are saying
  • Adjust actions in relation to others’ actions, and to be aware of others’ reactions and understand why they react as they do
  • Matric
  • Ability to identify complex problems and review related information to develop and evaluate options and implement solutions.

Competencies (in order of importance)

  • Stress Tolerance – accepting criticism and dealing calmly and effectively with high stress situations
  • Dependability – being reliable, responsible, and dependable, and fulfilling obligations
  • Integrity – being honest and ethical
  • Attention to Detail – being careful about detail and thorough in completing work tasks
  • Cooperation – being pleasant with others on the job and displaying a good-natured, cooperative attitude
  • Analytical Thinking – analysing information and using logic to address work-related issues and problems
  • Initiative – a willingness to take on responsibilities and challenges.

Lines of communication

  • The successful job incumbent will report directly to a Call Centre Team Leader.
  • The positions of Quality Assurance Managers and Monitors will be filled from Associates who prove themselves, by delivering the highest quality of work within a short period of time.

 

Working conditions

  • Benefits – Medical Aid, Provident Fund and usual big company benefits in place
  • Shifts which will include accommodating international business “follow the sun policies” (365/24/7)
  • Currently 22h00 for 6 months and 23h00 for the other 6 months each year
  • Leave may be restricted relative to campaign requirements, depending on the country in which the campaign is focused
  • A three month probationary period will apply to all appointments
  • No expenses incurred during the selection process will be reimbursed to applicants
  • No expenses will be paid to candidates relocating from areas outside the Umhlanga area