A broker’s call center is a service center handling customer inquiries and providing support related to brokerage services. The call center comprises trained professionals assisting clients with trading, account management, and technical issues.
Broker Services and Revenue
US call centers generate $21 billion revenue annually, with an average of $4 million. To become a stockbroker, most employers expect a degree, normally a 2:1 or above.
Selecting a Broker
Using a call center broker offers benefits like finding the best provider, minimizing risks and providing negotiating power. When selecting, choose one with specific call center knowledge over a generic services broker.
NoTime Services
NoTime helps businesses access talent for their call center needs. Freelance agents and outsource centers train on required skills and take calls using NoTime infrastructure. Businesses pay per minute of platform use, including talent, service, telecoms and analytics.
Daily Activities
- Answer inbound calls
- Evaluate caller problems and complaints
- Provide solutions
- Respond to customer needs
- Sell products/services
- Process orders and forms
- Route calls
- Identify issues
- Report feedback
- Update databases
Call volume and issue complexity affect daily calls taken. Agents should have strong communication and listening skills, attention to detail, and politeness. Multilingual agents understand cultural differences.
Skill Set
Skills required for a call center agent include:
- Data entry
- Problem solving
- Listening
- Patience, especially with dissatisfied customers
Interviews for call center agents typically showcase problem-solving abilities and building customer trust. Key resume skills: creativity, communication, positivity, reliability, patience.
Types of Calls
There are two main types of calls:
- Assisting customers
- Contacting leads to offer services
Agents may also handle account inquiries, complaints, or support issues.
Titles for Call Center Agents
Names include customer service representative, contact center agent, telephone sales representative, associate, operator.
Job Market
There are no formal requirements to become a call center agent, so competition is fierce. Job prospects as agents are not considered great. Hiring and training assist in achieving service objectives. Identifying improvements and analyzing data assists management.
Responsibilities aim for great customer satisfaction. Agents should communicate via phone, email, and chat with a focus on customer assistance.