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.

Improve Interpersonal Communication Skills In 3 Simple Steps


The need to improve interpersonal communication skills grows urgent every day. It’s a skill set highly sought after by companies big and small.

After all, these skills have been used to negotiate treaties, peace talks, salary raises and basically anything else you can think of. They have been used to win battles, campaigns and client deals.

Whatever your battlefield is, they will come to your rescue. Improve your interpersonal communication skills using the tips below.

Step 1: Address People By Their Names

Knowing the names of the people you talk to, and using their names, give you power. People like hearing their name because it shows that you acknowledge their presence. Besides, everyone has been trained to respond to their name since birth.

For example, when asking for an update on a company project, say, “Hey [insert name], what’s the latest on Project X?”

Using people’s names also makes them feel more at ease with you. Just don’t overdo it since that might give people the wrong idea.

Step 2: Be More Relatable

One way to improve interpersonal communication skills is to become more relatable or at least, foster an appearance of being more relatable. Why? Because when people find something in common with you, they are more inclined to trust you.

Don’t act all high and mighty with the people around you, because that merely breeds animosity and contempt. No matter what anyone says, you can’t force cooperation or openness.

Step 3: Be Appreciative

Another good practice to improve your interpersonal communication skills is showing your appreciation.

People are seldom thanked these days. Sure, serving you coffee is part of the secretary’s job, but that doesn’t mean a little thank you won’t go a long way. What about the security guard who opens the door for you? That merits an appreciative smile or a nod at least.

Being appreciative not only gives others a really good impression, it also paves the way for a smooth sailing relationship.

With these tips on how to improve interpersonal communication skills, you are now equipped to face another day of work. This time, however, you will find changes big and small happening all around you.

You will realize how different people react to a person who remembers their name, has the ability to mingle with everybody and appreciates their efforts.

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Article Author: Michael Lee

Article Source: http://www.articlealley.com/http://www.articlealley.com/improve-interpersonal-communication-skills-in-3-simple-steps-1764149.html

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