The call center industry is in demand nowadays and its niche is found on business districts in and around the metro. Once inside, you will feel the energy of call center agents while they are talking to customers, giving their best to deliver world class customer service. You will also see their different strategies and techniques when resolving customer concerns. Some act as if they are just having a daily conversation, some are animated with different hand gestures, and some looks very frustrated especially when speaking with irate customers.

Customer service offices in call centers are filled with a lot of computers and each are placed on top of a desk. Each cubicle is arranged according to the office structure, and a board is usually placed in between desks to ensure privacy while assisting a customer during a call. For each computer, a corresponding telephone set is connected to it. A headset is then attached to the telephone, which will be used as the agents tool to listen, hear and talk to callers. These computers are typically networked in such a way that file sharing can be done. There is a separate help desk personnel who monitors the activities within the network on a daily basis.

There are also rooms or locations within the call center designed for recreational purposes. There is a room designated for online and indoor games such as table tennis. Usually, there is also a fitness room where agents can stay before or after the shift to work those stressed muscles off. Some call centers even have sleeping areas, and of course a canteen to serve food for every employee. True to the word, this is what you really call working while having fun.

Customers are always right.  Customer’s behavior also varies and may require recipient to be very patient and understanding.  Customer service is provide to enable companies to focus on their production and at the same time satisfy their customers.  Call centers in customer service are availed to answer these needs.  Proper training on handling callers is done by providers to its agents so as to keep clients happy and maintain its good standing in the market industry.

Call center should ensure that the best customer service representative is hired in the call center.  Customer service representative are front liners and do directly communicate with callers.  They need to possess good communication skills particularly in answering customer service calls.  They would need to be accurate and attentive in documenting actions to customer accounts and make a follow up on customer requests.  They would have to report significant issues in the customer base to find solutions to the problem or prevent recurrence of same.  Training and experience in working for a call center on customer service is necessary. A high degree of professionalism and ability to analyze and solve problem is also necessary.

A call center customer service representative should realize that he or she is the voiced for the company.  The behavior exhibited to customers would provide the assurance of the service that company seeks to deliver to its customers. Profits are earned if products or services are delivered as they are expected to be. 

Categories: News