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Telecaller job description

A Telecaller makes and takes phone calls to reach customers or prospects for sales, leads, information or follow-ups. They work from a calling list or script, explain the offer or information, note the response, and follow up as needed. It is a front-line calling role and a common first job. A good Telecaller makes their target number of calls, speaks clearly and confidently, follows the script while sounding natural, records each call outcome accurately, and generates the leads, appointments or responses the campaign needs.

DetailFor this role
DepartmentCustomer Support
LevelEntry level
Reports toTelecalling Team Leader
Direct reportsNone
ExperienceFresher or up to 2 years in telecalling

Telecaller job description template

Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.

Job title: Telecaller

Department: Customer Support

Reports to: Telecalling Team Leader

Location: [City], [office, branch or site]

About the role

A Telecaller makes and takes phone calls to reach customers or prospects for sales, leads, information or follow-ups. They work from a calling list or script, explain the offer or information, note the response, and follow up as needed. It is a front-line calling role and a common first job. A good Telecaller makes their target number of calls, speaks clearly and confidently, follows the script while sounding natural, records each call outcome accurately, and generates the leads, appointments or responses the campaign needs.

Key responsibilities

  • Make and take calls from the assigned calling list for the campaign.
  • Explain the offer, service or information clearly to the customer or prospect.
  • Follow the calling script while keeping the conversation natural.
  • Record each call outcome and disposition accurately in the system.
  • Generate leads, appointments or responses as the campaign requires.
  • Follow up on interested contacts and callbacks on time.
  • Handle objections and disinterest politely and move on to the next call.
  • Meet the daily target for calls made and outcomes achieved.
  • Keep the customer contact details updated after each call.
  • Follow the calling rules and the permitted calling hours.

Requirements

  • Class 12 pass or a graduate
  • Clear spoken communication
  • Basic computer skills
  • Fresher or up to 2 years in telecalling

KRAs and KPIs for a Telecaller

Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.

Key result areaHow to measure it
Call volumeCalls made per day at or above the target
ConversionLeads, appointments or responses generated against the target
Follow-upCallbacks and follow-ups completed on time
AccuracyCall outcomes and contact details recorded accurately
ComplianceCalling rules and permitted hours followed

Skills and tools

Phone communicationPersuasionScript handlingObjection handlingComposureRecord keepingTime managementPersistence

Tools used day to day: Dialer and telephony, CRM or calling sheet, Headset, MS Excel, Script.

Reporting line and career path

Telecalling TeamLeaderTelecaller
Moves up from: Fresher
Next roles: Senior Telecaller, Telecalling Team Leader, Sales Executive

Interview questions for a Telecaller

  1. How do you keep your energy and clarity across many calls a day?
  2. How do you handle a prospect who says they are not interested?
  3. How do you follow a script without sounding robotic?
  4. How do you record call outcomes accurately?
  5. How do you follow up on an interested contact?

Managing a Telecaller in ZeniaHR

AttendanceShift based within the permitted calling hours, so set the shift to those hours and use rosters. Telecallers punch on the office network or biometric at the entry, and the team leader watches the live board to confirm the calling team is present before the shift begins.LeavePlan leave against the roster so calling targets and campaigns stay covered, and arrange cover before granting it. Comp-off for working a weekly off during a campaign push is credited in the leave ledger and should be cleared before it expires.Performance and KRAsSet the KRAs above as goals in the review cycle and review call volume, conversion and follow-up monthly, with a quarterly formal review. Rate a new telecaller on probation on the 1 to 5 probation review on productivity and conduct with a comment.

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Frequently asked questions

What does a Telecaller do?

A Telecaller makes and takes phone calls to reach customers or prospects for sales, leads, information or follow-ups. They work from a calling list or script, explain the offer or information, note the response, and follow up as needed. They meet daily call targets, handle objections politely, and record each call outcome accurately.

What is the difference between a Telecaller and a Call Centre Executive?

A Telecaller usually focuses on outbound calling for sales, leads or information from a calling list. A Call Centre Executive may handle inbound or outbound calls, often for service and support. Both work on the phone and follow a script or process, but telecalling leans towards outreach and lead generation.

Is telecalling a good first job?

Yes, telecalling is a common first job that builds confidence, communication and persistence, and pays from day one. Freshers can join with a class 12 pass or a degree and clear speech. Strong telecallers move up to senior telecaller, team leader or sales executive roles as they build a track record.

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