How much do new contact center teams learn about themselves from stereotypes? So we want to debunk a few myths we’ve come across and tell you how it is.
Myth 1. A contact center is an unnecessary expense
The work of the contact center is aimed at retaining customers and increasing the loyalty of the target audience or cooperation. That is, the company needs to invest less money in advertising and attracting consumers, which provides significant cost savings for the existing active client base.
Myth 2. Employees change quickly in the contact center
Work in the contact center is the main one for our employees. Before starting to work on the project, all employees must undergo specialized training.
The average length of service of a contact center employee is usually 1-3 years, after which the specialist either goes for a promotion or changes place of work. This is a normal practice when people want to develop, change and grow.
In addition, contact centers can often look for employees not because of staff turnover, but also because of the development and expansion of the projects they are working on.
Myth 3. Only students or only young people work in the contact center
For projects A.R.C.E. we carry out a detailed selection of personnel and first of all pay attention to experience, skills, and other necessary criteria for a specific project, and not to gender, age, etc. Opportunities should be equal, so our principled position is non-discrimination on any grounds. First of all, we need to provide high-quality services to our partners, accordingly, we look for the same readiness in future employees.
Myth 4. Cold attitude toward customers
It is assumed that agents communicate with customers exclusively in templates and do not particularly delve into customer problems or requests. Of course, employees must work according to the rules and recommendations. However, this was done in order, on the contrary, to better inform the client, and to solve his problem in a short period. All this is done for his comfort and convenience.
There may be many more myths about working in a contact center, but with the transformation and development of businesses, the demand for contact center services is only growing. After all, companies strive to establish support services for their customers and to form healthy communication with them, and only a contact center with qualified and experienced employees can successfully meet this need and provide (justify) a positive result.
The truth about working in a contact center: the experience of A.R.C.E.
1) Decent pay
We regularly monitor market offers and the average salary level of other companies. The income of our specialists depends on the project on which a person works, as well as on indicators of the quality of work, the number of hours worked, and professional competencies. That is, if the employee demonstrates an excellent result and is taught, as well as speaks foreign languages, the salary can be significantly higher.
2) Development of communication skills
Communicating with different people every day, contact center agents constantly improve their communication skills, and arguments, keeping the interlocutor’s attention, and the ability to interest the client and conduct a conversation. This work makes it possible to assess the entire breadth of the range of human characters and temperaments. Therefore, such experience is useful and will be needed for any other spheres of life.
If the company is experiencing a decrease in activity, or vice versa — the demand for goods and services is growing, there is a greater need to develop a support service. Order contact center services on outsourcing terms. With 15 years of experience, A.R.C.E., and 600+ implemented projects, at optimal costs, we can improve efficiency and service for your customers.
If you have any questions or would like to receive advice, please contact us. Our manager will reply to discuss the details and help you.
