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Written by Mumtaj Khan
Feb 04, 2026

Call Centre Executive Explained:Communication-Driven Careers in BPO Industry

About Call Centre Executive

Every year the number of products and services, on the market gets really big fast. This makes it hard for a company to handle everything. The thing that companies do not like to do is deal with clients and people who might become customers. So companies build offices called call centers to handle everything that has to do with the consumers of the products and services. It is hard for a company to control itself. It seems easy when someone else does it. Companies like to have call centers to make things easier for them to deal with the consumers of their products and services.

If you like working with people a job as a call center executive might be the thing for you. The call center executive job is a place to start your career because it will give you all the experience and skills you need. You will learn a lot. Get the information you need to move up in the team and the company. Call center executives are people who do jobs that companies outsource to them. They are good, at what they do. They work on jobs that companies do not want to do themselves.

What exactly is a Call Center Executive?

A call center executive is a person who works in a call center. This is a place where people call in and the call center executive talks to them. The call center executive answers questions that people have they also listen to complaints. Help people with problems. They give information, about things that a company sells or does, like goods and services. A call center executive does a lot of talking on the phone. Helps people who call the call center.

Call center executives talk to people on the phone. They help people who have questions or problems. The call center executives try to sell things to people. A call center executive might answer phones when people call in or they might make calls to people. They do things depending on what their job is. Call center executives have to be good, at talking to people and helping them with what they need.

Call Center Executives- Eligibility Requirements

  • Some companies that run call centers want people who have a high school certificate. This is the education they will accept. They need a high school certificate to work at these call centers.
  • Some companies want people with skills. These companies often look for people who have been to college. They like it when the college degree is related to the companys business. Companies, like this often require a college degree.
  • People who graduate with a degree in Information Technology and engineering will have a chance when they apply to work at a call center in the tech business. They know a lot about technology so it is easier for them to get a job as call center employees in the tech business. IT and engineering grads have the skills that are needed to work with technology. That is why they will be good call center employees, in the tech business.
  • A degree in marketing and sales can also help you a lot for a job as a contact center executive. This is because both marketing and sales courses teach you about customer service ideas. You will learn how to deal with people. That is a big part of being a contact center executive. Marketing and sales degrees are really useful, for contact center executive jobs.

How to Become a Call Centre Executive?

  • Complete the 10+2 years of schooling.
  • Otherwise, pursue diploma courses in any stream or its equivalent after matriculation.
  • Earn a graduate degree in any discipline.
  • Do a course on Computer literacy and Communication skills.
  • Earn a Certificate from a recognized call center training institute for career advancement.
  • Search for jobs in International Call centers or other private call centers.

Call Centre Executives: Tasks and Duties

Troubleshooting: When it comes to troubleshooting some people who work in contact centers need to know a thing or two about technology. This is because they have to help clients figure out what is going wrong with a product or find a solution to a problem. The people in these roles, like contact center executives have to be able to understand the side of things so they can assist clients properly. Troubleshooting is a part of what they do and it requires a certain level of technical knowledge to do it well.

Handling customers’ queries: When people have questions you need to know a lot, about the product or company to answer them. Handling customers queries is a part of this. To do it well you have to understand the product or company well. This way you can give customers the information they need when they ask for it.

Following contact center "scripts": When we talk about contact center scripts we are talking about things that call center people are taught to say. These scripts are, like instructions that tell them what to do when a customer has a problem or when they want to sell the customer something. They are written down. Have steps that the call center executives should follow. The main idea of these contact center scripts is to help the executives deal with customer complaints or try to sell them something. Contact center scripts are very important for call center executives to do their job properly.

Record or document interactions: This helps you keep an eye on what customersre saying and what they need. It also lets you see how you are doing as a contact center executive. You can track customer concerns. Update them when you have new information. This way you can see how you are getting better at your job over time by looking at the customer interactions you have recorded or documented.

Meet thresholds: Every call center team sets goals for the team and for each person, on the team. The call center team uses these goals to see how well the call center team is doing. The call center team looks at these goals to know if the call center team is performing well.

What Skills are required to Become a Call Centre Executive?

The main skills required to become a call centre executive are communication skills and the ability to work with people.

Call centre executive jobs require you to talk to customers of the company so you should be able to speak politely. Some other skills that are necessary for a call centre executive include being patient and able to handle situations.Call centre executive work can be stressful at times so you should be able to stay calm and think clearly. Key skills, for a call centre executive include being a team player and being able to work under pressure.

Excellent Verbal Communication Skills: Being good at talking to people is really important for this job. You have to be able to speak and be respectful when you talk to someone. Excellent Verbal Communication Skills are very important because you will be talking to people all the time. The ability to talk to people properly is possibly the important thing, for a contact center executive to have. Contact center executives need to have Excellent Verbal Communication Skills so they can do their job well.

CRM (Customer Relationship Management) Systems: Customer Relationship Management Systems are really useful. They are the way that contact centers keep track of how they talk to customers and what people buy from them. If you want to be a call center executive you should know how to use the Customer Relationship Management software. This is because Customer Relationship Management is a part of the job. Knowing Customer Relationship Management systems will help you do your job better.

Technical Expertise: It is really helpful to know a lot, about the Technical Expertise industry you are working in. When you first start your job lots of companies will teach you the basics of Technical Expertise. This is a thing because it helps you learn the Technical Expertise skills you need to do your job well.

Personnel Abilities: Some people who work in call centers are told to try to sell things to customers or suggest they buy something else when they call. When you are talking to customers on the phone it is really helpful to have good call center professionals skills, like being friendly and able to talk to people because call center professionals need to be good, at dealing with customers.

Customer Service Abilities: Companies look for people who're naturally good at helping customers. They want someone who can really listen to what customers have to say and understand how they feel. It is also important to be patient even when customers are upset or angry. People who work in call centers have to stay professional no what. They have to keep their cool even when things get tough. Customer service is a part of this job so companies want to hire people who are good, at it. Customer service skills are essential for call center executives to do their job well.

Time Management Skills: To get things done on time you have to be good at managing your time when you're on calls. This means you have to use your time for calls in a way so you can meet your targets. Time Management Skills are really important, for this. You need to manage your time for calls so you can do everything you need to do.

What are the Career Opportunities of a Call Centre Executive?

Working at a call center when you are just starting out shows you what people do every day and how things are usually done. This is good preparation for being in charge one day. If you work at a call center for three years or more you can be a team leader. As a team leader at a call center you will teach people who work at the call center and make sure your team does a good job. You will be responsible, for the people who work at the call center. You will have to make sure they are doing things right.

Call Centre Executive- A Call Centre Executive is a person who works between customers and companies. The main job of a Call Centre Executive is to take phone calls from customers answer their questions and help them with any problems they have. Call Centre Executives do an important job they make sure that customers get the help they need when they call a company. Call Centre Executives are good at talking to people and solving problems that is why they are very good at their job. Call Centre Executives are the people who talk to customers when they call a company so they have to be very good, at customer service.

Product Support Specialist- The Product Support Specialist helps customers and area representatives when they need assistance. They take over cases that a Product Support Representative cannot handle and see them through until the issue is resolved or passed on to someone. The Product Support Specialist is the one who makes sure these cases get the attention they need. They work with the Product Support Representative to make sure everything gets done. The Product Support Specialist will keep working on the case until it is finished or until they need to send it to another department or person. The goal of the Product Support Specialist is to help customers and area representatives with the Product Support Specialists expertise.

Quality Assurance Manager- The Quality Assurance Manager is the person who's in charge of the Quality Assurance department. They have to make sure everything runs smoothly. The Quality Assurance Manager will supervise the people who work in the Quality Assurance department. They also have to create a system to test the quality and reliability of the things we make. The way we make them. This system has to be good. It has to work well. The Quality Assurance Manager is responsible, for putting this system in place and making sure it keeps working. The Quality Assurance Manager has a lot of work to do to make sure our goods and development processes are good and reliable. The Quality Assurance Manager has to keep an eye on everything to make sure the Quality Assurance department does its job properly.

Sales Vice President- The Sales Vice President is the person in charge of sales at a company. This person has to come up with plans that will help the company do better than it hopes to. The Sales Vice President has a job they have to make sure the company sells as much as it can. The Sales Vice President is responsible, for making sure the companys sales team is doing a job and that they are selling enough of the companys products. The Sales Vice President has to make plans and decisions that will help the companys sales team do better and better.

Team Leader- A Team Leader is someone who helps a group of people by giving them advice and teaching them what to do. The Team Leader gives direction and leadership to the group so they can work together to achieve something. The Team Leader is like the person who steers the boat making sure everyone, in the group is working together to reach the goal that the organization wants to achieve. The Team Leader plays a role in helping the group get where they need to go.

Call Center Executive Salary Prospects

Call Centre Executives get paid around RM 26,400 every year. This is what they get on average. When you have been working for a time you can expect your pay to go up. Some call center companies give Call Centre Executives money for doing a good job. This extra money can be incentives or commissions or bonuses. If you do really on your calls you can earn more money. The better you do on your calls the more money you can make as a Call Centre Executive.

Top Call Centers Recruiters

  • Genpact Ltd
  • TCS BPO
  • IBM Daksh
  • Infosys BPO
  • Wipro BPO
  • 24/7 Customer Pvt Ltd
  • WNS Global Services
  • 3i Infotech
  • Aegis Ltd
  • Firstsource Solutions

Scope as a Call Centre Executive

I think it is great that there are many jobs available in call centers in India. Call centers in India are an option for many people because there are a lot of educated individuals who can speak English and other languages that are used in India very well. The cost of running a call center in India is really low. The people who work there get paid a lot of money. This is why call centers in India and offices that do work for countries are becoming more and more popular in India. Call centers, in India are a deal.

Frequently Asked Questions

Anyone with good communication skills, basic computer knowledge, and customer-handling ability can become a Call Centre Executive.
Generally 10+2 pass is sufficient. Graduates are preferred for international or specialized processes.
Yes, good spoken English is important, especially for international voice processes.
Communication, listening, problem-solving, patience, typing skills, and customer empathy.
Handling inbound/outbound calls, resolving customer queries, providing product information, and maintaining call records.

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