What does a call centre advisor do?

4 December, 2023 | Auxiliary services

At the heart of any successful call centre customer experience is the fundamental and often underestimated work of the advisors

These advisors not only answer calls, but also play a crucial role in representing the company and contributing to its success

Their ability to understand and meet customers’ needs is vital in building strong and lasting relationships between the company and its customers.

But what exactly do they do? We’ll explain in this Weldon article.


6 Tasks and responsibilities of a call centre advisor

1. Customer service

The main role of the advisor is to answer customer calls. These can range from enquiries, complaints, requests for information and technical support. They must know how to handle each call with professionalism, courtesy and efficiency, ensuring that the customer feels heard and that their problem is resolved.

2. Troubleshooting

Advisors are often faced with complex situations or technical queries. They must be able to think on their feet, analyse the situation and offer effective solutions. This may require a good understanding of the company’s products or services, as well as its policies and procedures.

3. Sales and promotion

In some call centres, particularly those with a sales focus, advisors may be responsible for promoting products or services. This involves informing customers about new offers, understanding their needs and suggesting products that might interest them.

4. Customer data management

Advisors often record detailed information about customers and their interactions. This requires skills in managing databases and information systems to ensure confidentiality and accuracy.

5. Teamwork and collaboration

Although advisors work individually on most calls, they are also part of a larger team. Teamwork is essential to solve complex problems and continuously improve the service.

6. Stress management and flexibility

Working in a call centre can be demanding, with high call volumes and sometimes dissatisfied or frustrated customers. The ability to manage stress whist remaining calm and flexible in the face of changing situations is essential.

Weldon contact centre and switchboard

At Weldon, we understand the importance of call centre advisors in customer experience. Our contact centre and switchboard services go beyond simple call management. 

We offer comprehensive and multi-channel solutions that are tailored to the specific needs of each company. 

With extensive industry experience, our aim is to continually improve the way you communicate with your customers, both current and potential. We are committed to delivering exceptional service that contributes to the success and loyalty of your customers.