What You Need To Know About Call Center Employment

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A call centre is an office that is used for making calls to potential customers or receiving calls from customers who require certain information. Calls that are made by customers are called inbound calls while calls made to customers are called outbound calls. In today’s times, major business houses use call centres to either provide information required by customers or with the motive of marketing and advertising their products and services.
A call centre is usually a closed office with different workstations where an individual sits and handles phone calls. The person who attends to these phone calls is called an agent and has a computer at his workstation. He wears a headset so that he can freely operate the computer with his hands. The phones do not ring else there would too much noise and disturbance. It is an automated and computerized process. A queuing system is used for the phone calls. The call is directed to any agent who is free for the longest time. In case all agents are busy with customers, the call is put on hold and as soon as an agent is free, the call is directed to that agent.
There are other jobs as well. There are supervisors to whom the agents have to report to. There are trainers who provide the essential skills to the employees. There are good growth prospects in a call centre.
For employment in the call centres, it is essential to have good communication skills; the agent should be able to pick up the accent of foreign clients and must also be well versed with the use of computers.
Generally, people feel that a call centre job is high profile and rewarding. But there are quite a few problems faced by employees in a call centre. Some of the problems that call centre employees face are mentioned below.
1) Working conditions are poor and of low standards in many companies.
2) Low salary is a common practice in small call centre organisations that are coming up very fast.
3) Employees have very odd timings which hindrances their family and personal lives.
4) Employees are closely monitored by the bosses, so there is no privacy.
5) Many a time, they have to stick to a pre-written script which is quite monotonous and boring.
6) At times, customers are rude and abusive.
7) The job involves a lot of stress as targets have to be achieved.
8) People develop hearing and visual problems.
However, these days, call centre companies are employing innovative steps to boost the morale of the employees and keep them keyed up. Some steps that are employed are as below.
1) The agents are given proper breaks at regular intervals.
2) A senior executive keeps walking around the work floor to talk to the agents, to ask them if they have any problems and to assist them in facing challenging customers.
3) Agents are accorded with monetary benefits and appreciation for their good work.
4) Team work and camaraderie is propagated.
5) The agent is shown a proper career path which motivates him to work better.
Call centre jobs do not need high qualifications. So, it is a good job opportunity for graduates who can earn a decent living. In some small call centres, even under graduates with good communication skills are also given opportunities.
Article Source: http://www.articlealley.com/http://hanimasgidi.articlealley.com/what-you-need-to-know-about-call-center-employment-1154620.html
Author: Hani Masgidi
I have contributed in setting up several contact centers, and have been managing some of them . Out of my own experience in the contact center solution and the CRM industry I am writing this today.
http://www.infomediaconsultancy.com/
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Effective Business Communication and Professional Face to Face Interaction Skills

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Communication is a very important skill for the successful career and effective business presentation. Let’s implement certain great tips for effective communication. The two main reasons for people have trouble communicating powerful ideas is: 1) Lack of self-confidence and 2) No clarity about what they want before they have the conversations and end up coming across as not being fully prepared.

Expression

Communicate with actions as well along with the words. Need to have proper Expression while communicating. Sometimes expressions may convey most of the message what you are trying to say. Hence need to be careful with expressions and must use proper suitable expressions in synchronization with words and situation.

Listening

One of the most important parts of communication is listening. You must really listen such as giving people your full attention, asking for clarification about things you don’t understand, treating people’s ideas and concerns crucial to the organization’s success.

Body Language

Effective communication also includes body language. Finger-pointing, fist-pounding, and making grandiose gestures are perceived as aggressive. On the other hand, smiling too much, speaking too softly, looking at the floor, and wringing your hands can make you seem uncertain and indecisive. So need to have proper body language and eye to eye contact while communicating.

Confidence and Clarity of Thought

Need to have self-confidence while speaking and content what you are explaining should be very clear and straight to the point while presenting to the team or management.

Grammar and Pronunciation

Grammar, perfect sentence formation using powerful vocabulary, punch lines and pronunciation can be treated as the heart of communication. Hence always careful and use the appropriate communication.

Written by sreenivas

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4 Acts of Business Body Language

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Business body language and business networking run parallels as they both occur at the same time. When you are out at networking events and generating leads or contacts, there is a language being spoken that is nonverbal.

Just as if you were visiting another country and had to communicate with different people who spoke another language, it is important to speak and understand the language of the body. This has the obvious benefits of better communication which can lead to a number of favorable things.

Business body language, just like social body language, has its subtleties and can’t be completely depended upon. However, taking note of certain movements and behaviors can help you in your networking experiences.

We all like to be as prepared as we can for important situations. Knowing what certain positions and movements mean gives us superior understanding and is all part of adequate preparation. Below, are a few body language aspects to take note of and use to your advantage;

Raised Eyebrows

Sometimes people are not as vocal in expressing their inner feelings as you would like them to be. Raised eyebrows is a sign of interest. If you are engaged in a business networking conversation and explaining something, raised eyebrows indicate that your conversation partner has an interest in what you’re saying. Don’t be fooled by the lack of words.

Partially Facing You

Typically, we usually face the direction of our intentions. In other words, when we are engaged in a conversation and are ready to leave in a rush, our bodies will usually start to face towards the door. If this is happening while you are engaged in a conversation, don’t take it personal, the person may have an appointment to get to. To your advantage, make the conversation brief and set up a time to talk later.

Leaning Forward into You

Just as with the raised eyebrows, people have a way of showing interest without talking. When an individual is interested in something, they will lean towards it. We can be very predictable at times and leaning towards an object or person is a clue to take note of. However, pay attention to all of the surrounding factors.

Not Making Eye Contact

You may even see a minor pattern at this point. Typically, when people are interested in something they will face it, or lean towards it.

Not making eye contact can be compared to not being faced. There may be a lack of interest or even a shyness involved. You will have to make your own assertion in this situation. It will be to your advantage to observe this and take the appropriate action to get the results you want.

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Article from articlesbase.com

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