A teleconsultant is responsible for collecting requests from customers or prospects of a company. Their role is to answer their questions and problems, mainly by call, but also by SMS, e-mail or chat.
The job of teleconsultant is similar to that of telesales and teleprospecting. Except that a teleconsultant does not call on the company’s customers and prospects and does not intervene in the telemarketing and distance selling sectors. All of these professions are linked by their work tools: Internet, computer, telephone and/or telephone headset and regular speech. Most of the time, a teleconsultant works in a telephone call center arranged on a plateau (workspace without partitions which accommodates several workstations).
The employment of telephone adviser can be exercised in different fields: banking, health, tourism, telephony, logistics, energy… The job offers for telephone advisers are not varied.
What are the missions of a teleconsultant?
A teleconsultant will respond to customers and prospects of an administration or a company that calls or sends messages to a customer of the service. They are intended to provide solutions and advice, mainly by telephone, but also through other communication channels.
Their missions are multiple towards callers: inform, transfer calls, build loyalty, reassure, manage complaints, process orders, update customer profiles live and the progress of their file on the company’s software… They are Speech is displayed on its work screen and adapts according to customer requests.
What studies and training to become a teleconsultant?
More and more, large companies favor the internal training of call center agents. They offer richer missions and more possibilities of access to a permanent contract.
With regard to the “classic” academic path, preferred companies generally have a baccalaureate level +2, but there are no specific diplomas to become teleconsultants. Also, it is preferable to study commerce, communication or marketing. For example, a BEP sells action works like a professional baccalaureate, a BTS in customer relationship negotiation, a BTS in business unit management or a professional license in sales…
To become a teleconsultant, it is also possible to follow continuing education. They are aimed at all levels and all statuses (job seeker, professional retraining, student, etc.). It’s up to you to choose the duration and the objective of this training, from a few months to a year, from training in working software to obtaining certification to become a teleconsultant.
What skills and qualities to become a teleconsultant?
A teleconsultant clearly knows how to hold a telephone conversation: good speech, respect for timing, verbal rhythm… He also masters customer relations, office automation tools and business work software. If they are postal, they will respond to calls, but also in writing, they will also do a perfect drafting. In addition, the teleconsultant must have a perfect knowledge of the operation of the company, but especially of its products and services.
To be a good call center agent, soft skills are also important. Indeed, you have to know how to listen, positive, reactive, successful and persuasive. No more succeeding in remaining diplomatic in all circumstances: despite the often noisy environment of a set, unpleasant customers and the stress of many calls to manage.
What prospects for development for a teleconsultant?
For a teleconsultant who started in the industry, the evolution can be rapid. In 2 or 3 years, depending on their performance, they can become supervisors, former new hires, lead a team of telephone advisers, etc.
In the long term, he can claim the job of stage manager. A teleconsultant can also decide to try his luck in recipients he knows, such as sales or communication.