As a call center rep, you get the joy of providing people with those timely solutions and delightful experiences. The benefit of working in a remote phone service role is that you can work from the comfort of your home. The company will send you all the tools you’ll need to do your job effectively including a headset, a microphone, and even a computer.
A call center works as a communication channel that customers use to report requests or complaints to a business. Customer support and service representatives who work in call centers answer phone calls from customers who need help addressing a specific issue. Reps will then work to solve the customer’s problem either during the first interaction or in a follow-up email or call. Phone support is a key function of many customer service teams because customers still love the personalized touch of interacting with a real person.
It’s a tough environment that doesn’t have much down time with hundreds of phone calls being answered or dialed each day. But considering that call center representative jobs are in high demand and expected to grow 39% between 2014 and 2024, it’s a position that could make a great career move. The graph above explains the key factors that determine customer service excellence. It shows that having an immediate response is the most important point in achieving customer satisfaction. And more than 40% of clients would prefer professional assistance to solve their issues quickly.
Customer service representatives fulfill the important role of helping an organization’s customers resolve issues that can reduce their satisfaction with its products and services. Customer service representatives should possess strong communication and computer skills and a sincere desire to help others. Customer service positions offer a number of benefits as well as possible drawbacks. Knowing the pros and cons of customer service jobs leads to an informed career decision. Though they are traditionally centralized offices with cubicles for representatives to work from, many are beginning to allow employees to work remotely. By using special software, these call centers can have representatives working in various locations all over the world.
When a business or organization wants to hire such agents, they usually get in touch with these companies rather than seeking out the workers directly. Additionally, renting or setting aside a room for a call call centre jobs durban center is also not necessary when you hire remote call center agents. All these savings could then be put to more practical use, such as reinvestment or hiring better, experienced, and quality agents.
This can result in the remote workers, including call center agents, giving much less than their true potential. Such form of training can be expensive and inconvenient with several sessions having to be provided if remote workers are scattered all over the globe across different time zones. With a centralized model, the workers would simply be given some training on the spot. Remote workers, at the very least, would need a video from someone in a top management training position which would require extra time, money, and effort.