Job Description

Roles of Caller Control :- Gatekeeper: Acts as the first point of contact, screening calls to ensure they are directed to the right person or department.- Information Provider: Delivers accurate information to callers, answering queries and providing updates.- Problem Solver: Addresses issues or escalates them to higher authorities when necessary.- Crisis Manager: In emergency situations, maintains calm and directs the caller to the appropriate emergency response. Responsibilities of Caller Control :- Answering and Routing Calls : Ensure calls are answered promptly and routed to the correct department.- Maintaining Professionalism : Use polite and professional language to create a positive experience for callers.- Gathering Information : Collect necessary details from the caller to address their concerns effectively. - Managing High Call Volumes : Handle multiple calls efficiently without compromising service quality.- Data Entry and Documentation : Log call details accurately for future reference or follow-up.- Escalation Protocols : Know when and how to escalate calls to supervisors or specialized departments. (ref:updazz.com)

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