What Does an Inside Sales Agent - Information Technology Contact Centre Do?

An Inside Sales Agent – Information Technology Contact Centre (634D) works in a contact centre to identify and determine the best product or service to meet customer need by building relationships and rapport, analyzing and evaluating information provided and interacting effectively with a wide range of customers.

Job-Related Skills, Values and Interests:

  • Maintaining a safe work and a functional inside sales agent desk environment Working effectively as a member of a team including coaching and mentoring others
  • Communicating effectively with clients on inbound and outbound calls
  • Demonstrating effective listening and questioning techniques, resolving conflict effectively
  • Creating solutions to customer needs by matching features and benefits of appropriate products or services
  • Achieving performance standards set by the organization and adhering to ethical practices and policies
  • Creating and maintaining documentation and tracking systems and recording issue diagnosis and resolution
  • Demonstrating a sound working knowledge of microcomputer systems and components

Additional information on training standards for this particular trades in the Service sector may be found on the Ontario College of Trades (OCOT) website at: http://www.collegeoftrades.ca/wp-content/uploads/Information-Technology-Contact-Centre-Inside-Sales-Agent-634D-EN-TS4.pdf

What Preparation and Training Do You Need?

Inside Sales Agents can complete an apprenticeship of 3820 hours including 180  hours of related theory training (2 sessions of 5 weeks, then 1 week in duration). Upon successfully completing the apprenticeship program in this Voluntary trade, a person may qualify for a Certificate of Apprenticeship. This is the minimum to be apprenticed in this trade under the (OCTAA) Ontario College of Trades Apprenticeship Act (2009). Please note that minimum entry requirements to this and other trades are currently under review by the Ontario College of Trades.

What’s your Future as an Inside Sales Agent – Contact Centre?

The Inside Sales Agent is the first point of contact in a contact centre environment, and interacts with customers, colleagues, supervisors and industry representatives on a daily basis. The focus of the Inside Sales Agent is customer sales and service and they are expected to maintain and expand business relationships and the market share of their organization. Customer service is a key element in acquiring new or retaining current business for most organizations, and the skills learned in this front-line, fast-paced environment can be beneficial in earning promotions within the organization, or in a future career. Bilingual (French and English) or additional language capability would be an asset to anyone seeking employment in this type of environment.

Wage Rate

  • Apprentices usually start working at a wage rate less than a fully qualified person would earn
  • This rate generally increases as you acquire skills and competency
  • Wage rates vary depending on the geographic location where you live, ranging from $10.25-$24/hour

 Self-Rating Quiz

 Ask Yourself: Is Working as an Inside Sales Agent – Information Technology Contact Centre for You?

Are you able to learn and apply new things – particularly technology - quickly?

Yes      No

Do you understand computer hardware and software and their interactions?

Yes      No

Are you a patient person who enjoys helping a wide variety of people?

Yes      No

Do you like achieving goals and working in a hectic environment?

Yes      No

Would you be willing to work evening hours or on the weekend?

Yes      No

Are you good at working independently or as part of a team to accomplish goals?

Yes      No

If you answered Yes to most of these questions, working as an Inside Sales Agent may be for you!

You may also want to explore other skilled trades that require similar interests and skills, including:

  • Technical Support Agent – Information Technology Contact Centre
  • Customer Care Agent – Information Technology Contact Centre
  • Telecommunications Installer & Repairer
  • Network Cabling Specialist

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