A Different Breed!
- CCARAJ
- Feb 9, 2020
- 2 min read
We all have at sometime or the other received an unsolicited call with the person on the other end promoting or selling a product or service. And I am sure you would agree when I say in most cases you were left fuming!
But have you ever thought what it takes for a person to pick up the phone, call an unknown number, be polite to the person at the other end, hold their interest while they try to promote or sell and manage to secure a deal? It is not easy. Not at all!
People working in Contact Centres are generally self motivated, resilient and are known to manage stress well. Sounds easy? I hear you saying so am I. Yes, no doubt you are, but the levels of stress experienced within a Contact Centre are very high, read on to know why!
The staff within a contact centre have to confirm to extremely tight schedules. Right from the time they log in , the number of calls they make or take,the number of minutes they are on a call, the time they take to wrap up the call, the number of restroom breaks they take, tea breaks, lunch breaks , all are monitored. Basically every move they make is measured.
Now I can see you getting uncomfortable with that thought!
With all this is happening around them they've got to positive, be professional to the the person on the other end and get their message across. That's not easy is it? And remember this is not one off, staff working in Contact Centres/BPOs are required to repeat this over and over on each call everyday.
And do they get the credit for being the face of the organization? Are they recognized as an important conduit between the organization and the customers? Unfortunately NOT! Many organizations continue to fail even now to encourage and appreciate their contribution. Not to mention most contact centre staff are offered wages closer to minimum wage with incentives in some instances.
So remember, careers within contact centres are surely not for the faint-hearted and it does take someone who is wired differently to sustain in this industry!
At CCA we can proudly say we understand contact centres. With combined industry experience of over 50 years, we specialize in Talent Management, Coaching & Training Management, Knowledge Management, Operations Management & Stress Management within contact centres. Feel free to email raj@contactcentreassociates.com to find out more
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