Are You Considering a Call or Contact Center job?
Have you considered a Call or Contact Center Job?
Posted by freerecruit.co.za
A call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call center is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, debt collection, customer feedback and market research.
A contact center is a location for centralised handling of individual communications. This includes, 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 center normally has an open workspace setup with desk’s and dividers for call center agents. These “work stations” include a computer for each agent, a telephone/headset, and one or more supervisor or team leader stations.
It can be independently operated or networked with additional centers in other locations, nationally or internationally. They are often linked to a corporate computer network, including mainframes, microcomputers, and LANs. The voice and data pathways into the center are linked through a set of new technologies called computer telephony integration.(CTI)
The contact center is a central point from which all customer contacts are managed. Valuable information about the company is routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of the company’s customer relationship management.
A contact center can be defined as a coordinated system of people, processes, technologies, and strategies that provide access to information, resources, and expertise, through appropriate channels of communication, enabling interactions that create value for the customer and organization.
Contact centers, along with call centers all fall under a larger umbrella labeled as the contact center management industry. This is becoming a rapidly growing recruitment sector in itself. As the capabilities of call/contact centers expand, they require ever more complex systems and highly skilled operational and management staff.
The majority of large companies use contact centers as a means of managing their customer interaction. These centers can be operated by either an in-house department or outsourced to a third-party agency.
You’ll Develop Valuable Skills and Experience
There are many different roles within call/contact centers. There roles include:
- Customer Service Agents.
- Inbound Agents.
- Outbound Agents.
- Technical Service Agents.
- Debt collection Agents.
- Telesales Agents.
- Team Leaders.
- Human Resources staff.
You will have the opportunity to learn new technology
Products and services change constantly. Because of this, there is continuous in-house training and huge opportunities to learn new skills and grow 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 will be able to learn how those work. You will have the opportunity to learn and hone your skills such as:
- Office administration.
- People skills.
- Customer service skills.
- Ability to deal with people.
- Telemarketing skills.
Demand for Call Center Professionals On the Rise
While new centers continue to open and expand, the demand for both entry-level 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 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. Some of these reasons include:
- Large and educated workforce.
- Time Zone Advantages.
- Latest Technology.
- High-end Infrastructure.
- Cost-effective call center staff & services.
With the outsourcing of International companies, you will 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 center industry is a major employer in South Africa and an integral part of our nation’s economy. Employees can enjoy high-level working conditions, using the latest technology. Employees are valued and paid fairly.
Besides a basic salary plus benefits that you will experience in other similar job roles, you also have the opportunity to earn a commission and other incentives that the companies offer from time to time. These incentives could include, but may not be limited to:
- Cash bonuses.
- Trips away.
- Product giveaways.
For the right person who is willing to go the extra mile, focus, and stay motivated, you will also have the opportunity to grow and climb the corporate ladder. Call or Contact Centers are always expanding and there is a huge opportunity for growth from becoming an Agent 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, also do consider taking on staff with minimal or no experience as they do offer in house training. For this reason, it is 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 faith and confidence in South Africa, there are many good reasons to consider working in a call center.
Are you interested in a career in the call or contact center industry in South Africa?
If you are a recruiter or a company looking to fill a position, you may post jobs for free on our free online job posting site. If you have any questions or concerns, please do not hesitate to contact us!