How to hire customer support and telecallers in Mumbai
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What kind of calling role do you need?
“Telecaller” and “customer support” are different jobs. The right person for one may be wrong for the other. Pick the closest match first.
Outbound calling
Calling leads or customers to inform, follow up or fix a visit.
Inbound support
Answering customer calls, questions and complaints.
Back-office support
Chat, email and updating customer records.
Follow-up and reminders
Payment, renewal or appointment reminders.
Skills
Skills to ask for
Voice and attitude matter more than a long resume. These are the things to look for.
Languages
Clear Hindi, English, Marathi or whatever your customers speak.
Patience
Stays polite when the customer is angry or says no.
Typing and notes
Basic computer use and neat call notes.
Reliability
Comes on time and sticks to the shift.
Also useful, depending on your work:
- Earlier experience in a call centre, support desk or sales calling.
- Using a CRM, a dialer or even a simple Excel sheet to track calls.
- Handling objections without arguing.
- Honest call notes, so you know what the customer really said.
The job description
What to put in the job description
Be plain about the type of calls and the shift. People who read it should know straight away if the job suits them. More on this in how to write a job description.
- Whether calls are outbound, inbound or both.
- The languages needed.
- Shift timings and weekly off.
- The tools used, such as a CRM or Excel.
- Whether freshers can apply and whether you give training.
- Your pay range, including any incentive, to be given honestly on the first call.
- Title
- Customer Support Executive (Calling)
- Location
- Our office in [your area], Mumbai
- Experience
- [Minimum] in calling or support. Freshers with a clear voice may apply; training is given.
- Languages
- Hindi and English. [Marathi or other language] is a plus.
- The work
- Call [customers or leads] about [your product or service], answer questions, note each call in our sheet or CRM, and follow up.
- Shift
- [Timings and weekly off].
- Pay
- Salary: [your range]. Incentive: [if any].
- To apply
- We will call you if your profile matches.
Where
Which area to search in Mumbai
Calling jobs run on fixed shifts, and a late shift is harder with a long train ride. Someone who lives close is more likely to arrive on time and stay.
Start with your own locality and the next few stations on the same line, for example Andheri, Goregaon, Malad and Borivali on the western side, or Thane, Mulund and Ghatkopar on the central side. For Navi Mumbai, try Vashi, Nerul and Kharghar. See hiring by Mumbai locality.
Search in plain words, for example “telecaller in Malad, Hindi and English”. See how to use the resume database. If you need someone fast, read how to fill an urgent vacancy.
Check
How to check a telecaller on the first call
For this role the first call is the test. You are hearing exactly what your customers will hear.
- Is the greeting polite and the voice clear?
- Do they listen to your whole question before they answer?
- Ask them to explain your product or service in their own words after you describe it.
- Play a customer: say you are unhappy and see how they respond.
- Ask about shift timings and travel, and listen for hesitation.
Use our first-call questions to keep the call short and fair.
Avoid these
Common mistakes when hiring telecallers
Mistake
Judging only by the resume
A resume cannot show a voice.
Better
Speak to every candidate before you decide.
Mistake
Hiding the shift or the target
Better
State both in the description and on the call.
Mistake
Asking for too many languages
Better
Ask only for what your customers speak.
Mistake
No training plan
Better
Give a short script and listen to the first few calls.
Mistake
Hiring only one person
Better
Calling roles see people leave. Keep a few good profiles ready.
Not sure about a fresher? Read fresher or experienced.
FAQ
Common questions
Should I hire a fresher or an experienced telecaller?
A fresher with a clear voice and a calm attitude can do well if you give a short script and some training. Choose experience when calls are complex, such as complaints or collections.
Which languages should I ask for?
Ask for the languages your customers speak. In Mumbai that is often Hindi, English and Marathi, sometimes Gujarati. Do not ask for more than you need, and test the language on the call, not just on the resume.
How do I judge a telecaller on the phone?
Listen to how they greet you, how clearly they speak, and whether they listen before answering. Then ask them to explain your product or service back to you in their own words.
Are night shifts and long hours a problem?
They can be. Say the shift timings in the job description and on the first call. Candidates who live near the office or a station on the same line are easier to keep on a late shift.
Related reading
- Resume database for recruiters
- Pricing
- Hiring by Mumbai locality
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