Are you Considering a Call or Contact Center job ?
Have you considered a Call or Contact Center Job ?
A call centre or call center is a centralised office (location) used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information enquiries from consumers. Outbound call centers are operated for telemarketing, debt collection, customer feedback and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail. Typically nowadays most companies act as both Call and contact centers. A call / contact centre normally has an open workspace setup with desk’s and dividers for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor or team leader stations. It can be independently operated or networked with additional centres in other locations, nationally or internationally, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.(CTI)
The contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management. A contact centre can be defined as a coordinated system of people, processes, technologies and strategies that provides access to information, resources, and expertise, through appropriate channels of communication, enabling interactions that create value for the customer and organization. Contact centres, along with call centres and contact centres all fall under a larger umbrella labelled as the contact centre management industry. This is becoming a rapidly growing recruitment sector in itself, as the capabilities of call / contact centres expand and thus require ever more complex systems and highly skilled operational and management staff.
The majority of large companies use contact centres as a means of managing their customer interaction. These centres can be operated by either an in house department responsible or outsourcing customer interaction to a third party agency (known as Outsourcing Call Centre).
You’ll Develop Valuable Skills and Experience
There are many different roles within call / contact centres. There are Customer Service Agents, Inbound Agents, Outbound Agents , Technical Service Agents, Debt collection Agents, Telesales Agents, Call / Contact Center Team Leaders, Call / Contact Center Supervisors, Managers, and Human Resources staff, and many others who work to ensure a call / contact centre, the customer’s first line of contact with a company, works as a well-oiled machine. Products and services change constantly. And though the basics will remain the same, you will need to be on top of new things so therefore there is continuous in house training and huge opportunities to learn new skills and gow each day. You will also have the opportunity to learn new technology such as computer programs or software. Call / contact centres have a lot of processes and you wil be able to learn how those work, you will also have the opportunity to learn and hone your skills such as office administration, people skills, customer service skills, Ability to Deal with people, negotiation, sales and telemarketing skills.
Demand for Call Center Professionals On the Rise
While new centers continue to open and expand—often in employment-challenged countries like South Africa—the demand for both entrylevel and management level employees is growing. And though it may be true that few would describe a call center position as their “dream job,” much of the reasoning behind that occupational stigma is outdated. The truth is, for the right candidates, jobs in modern call centers have a great deal to offer. A huge amount of International companies prefer to outsource their call/contact centers to other countries such a South Africa for some of these reasons: Large and educated workforce, Time Zone Advantages, Latest Technology and High-end Infrastructure, Cost-effective call center staff & services. Withthe outsourcing of International companies, you as an agents will also have the opportunity to gain some valuable International exposure and perhaps the opportunity to work internationally ?
Future Earnings Potential & Job Security Higher Than Other, Similar Roles
The call centre industry is a major employer in South Africa and an integral part of our nation’s economy. Call or Contact centre workers enjoy high level working conditions, using the latest technology and call center agents / employees are valued and paid fairly. Besides a basic salary plus benefits that you will experience in other similar job role, you also have the opportunity to earn a commission in some roles such as telemarketing or debt collection and other incentives that the companies offer from time to time such as cash bonuses, trips away, dinners, entertainment and product give aways when targets are met. For the right person who is willing t go the extra mile, focus and stay motivated, you will also have the opportnity to grow and climb the corporate ladder. Call or Contact Centers are always expanding and there is huge opportunity for growth from becomming an Agents to Team leader and the Supervisor and so on.
Reliable Career Advancement
We won’t hide the fact that call centers have a high rate of employee turnover. They are fast paced environments, and new agents who find they aren’t cut out for the job usually do so very quickly. But people who do well in this type of environment can really thrive and so can their careers. Agents who are able to stay focused and motivated typically get promoted first, to the position of “Team Leader,” then to supervisor (and, potentially, beyond). Team Leaders usually have at least one year of experience, and are expected to assist their team of a dozen or so agents when they have questions. Most Call / Contact Centres or Centers, also do consider taking on staff with minimul or no experience as they do offer in house training, for this reason it is also a great way of getting into the working world and gaining valuable hands on experience.
As customers now have more self-service options, call centers are handling more advanced services and the fact that International companies have the faith and confidence in South Africa, there are many good reasons to consider working in a call center.