What You Need To Know About Call Center Employment

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.

Workplace Communication – The Importance of Management and Employees Understanding Each Other


It is an accepted truth that good workplace communication is of increasing importance in today's world. 

Workplace communication between management and employees, between individual employees, and even within the management team can easily come under strain through a lack of good communication skills.

The Need for Management and Employees to Communicate: 

This article will concentrate on highlighting the need of proper workplace communication between members of the management team and the companies employees, although the same basic principles could easily be extended to most other areas of communication .

It is of critical importance that managers employ good workplace communication when dealing with all company employees of whatever level. Distrust of managers is very often the result of an employees unwarranted suspicion of a managers actions.

Rumours concerning dismissals, redundancies, wage freezes, and similar occurrences are never very far below the surface in any workplace, and it can only take one incident for the entire company to erupt.

A Practical Example: 

To take a real life example of how these things can so easily occur.

A company was having cash flow problems due to difficult trading conditions. It was decided that it was not going to be possible to give the employees a pay rise that year. It was only a few weeks later that one of the company directors arrived for work in a brand new Jaguar motor car purchased for him by the company.

The resulting antagonism, and in some cases outright hostility displayed towards that manager are easy to imagine.

The manager attempted to use all of his skills to explain the situation. He attempted to play it down and mentioned that the car had been arranged for him long before, when the trading conditions were much better for the company. He then went on to explain that although the car was an expensive Jaguar car, it was really only a Ford Mondeo with a fancy name.

These explanations of his were not able to satisfy any of his employees, and that situation is still remembered today, several years later.

Your Response?

Now I want you to think about that situation. I am not going to attempt to provide all the answers in this article. I want to encourage you to think about your workplace communication skills, and decide how you would have handled that situation, would you have used a different explanation?

The answer you decide on will depend both on your own personality, and on the employees that you have to work with.

I hope that by encouraging you to focus on your workplace communication skills for a few minutes, this article may help you to become a better manager, and one who communicates better with your company employees.

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