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Call Center Jobs In South Africa
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Many different kinds of companies have call centers that employ call center agents. While the majority of such employees in South Africa are female, male employees are a sizable minority. Even if you have no prior experience in this field, if you show the right kind of aptitude and possess certain skills, many of these call centers will provide you with training.
Many different kinds of companies have call centers that employ call center agents. While the majority of such employees in South Africa are female, male employees are a sizable minority. Even if you have no prior experience in this field, if you show the right kind of aptitude and possess certain skills, many of these call centers will provide you with training.
Types Of Call Center Jobs
The first major category is if the job involves primarily sales or something related (such as booking appointments or reservations) or is primarily service oriented ( such as billing matters, resolving complaints, handling inquiries and customer support). Some of these jobs have an overlap in focus, but most focus on one of the two.
The second major category has to do with who initiates contact – the agent or the customer. When it’s the customer, this is known as an “inbound” call center job. When the agent initiates the contact, this is known as “outbound”. Whether inbound or outbound, the means of communication are usually either by phone, email or text (also known as chat), and can be all three at once in some jobs.
Skill Set
In addition to the skills listed below, a successful call center agent needs to be patient, polite, positive, energetic but stays calm.
Skills:
– Excellent communication skills, both verbal and written
– Fast and accurate typing skills
– Computer proficiency
– Ability to multi-task
– Detail oriented
Salaries
The median pay for a call center agent is reported as R88,000 per year. This pay level is achieved by most agents after about 4 years of experience. Average entry level pay is R60,000 per year and after about 7 years reaches R109,000 per year.
It should be noted that these pay figures are usually composed of salary and commissions and/or bonuses. This is particularly true if the job is sales oriented.
Major Employers
Most employers using call center agents are in the financial, communications and travel industries. The largest employers of call center agents in South Africa are:
– Nedbank
– WNS Global Services
– Standard Bank
– MultiChoice
– CCI Call Centers
