📣 Get to know the importance and roles of the Call Center

📣 Get to know the importance and roles of the Call Center

Call Center is now a professional service provider. That is considered a challenge and is very important to the business. Customers will be impressed, disappointed, cancel or return to use the service with that organization. Part of it comes from the services of the Call Center staff, because the call center profession requires many uses. Work skills, such as speaking, listening and persuasion skills, are combined. so that the work in giving answers to customers goes well

What is a call center?

Call Center (Call Center) is a center or person who has a role to play in the integration of incoming and outgoing calls within the office. to manage a large number of incoming and outgoing calls on a daily basis to be more efficient It is also used as a channel to meet the needs of customers who wish to inquire for information. both about the product And ask for help to solve problems that arise. In addition, a call center system is also used in telemarketing called telemarketing. to expedite debt The call center system will help to check the performance. The work of the call center staff or Agent and cost control as well.

🔹 Advantages of using Call Center

1. Have compassion for others

The basis of people who can make a career in Call Center happy and long. Must be someone who likes to take care of others. highly compassionate and is a person who is more involved in conversation when talking to people. Another important thing is Be a good listener because being a good listener is rare. try to understand others not judging others from their own point of view may turn the role that if a person is in trouble come for help how will you feel It is considered the heart of the service in the Call Center base that has it all.

2. Attention to detail

Whether you are an outgoing call or an incoming call You always need to pay attention to what your customers have to say. Try to understand what the customer wants to communicate. should take short notes Keep in mind what the tone of the customer is. What was he trying to say and what he wanted? Paying attention to the smallest details will help you better respond to what your customers want.

3. Be a good manager

telephone operator It should be a good data manager, for example, should keep a record of what customers complain about. what customers want And should be someone who has the ability to negotiate and solve immediate problems well. as well as being able to find a way to speak to address problems or resolve the initial situation gently without causing further frustration to customers.

4. Good knowledge of products and services

No one knows everything. And there is no one who is good in every field. Remember that in order to develop your skills to become an expert or knowledgeable person, It is imperative that you research the product and its products in detail. In addition to gaining hands-on experience from working purely. Trust me, no one will know the information better than the people who work every day.

5. Friendly, love service

Important for a career that doesn't look worth it But using a working voice like a Call Center Agent, your tone needs to be friendly, beautiful, and snarky, even if you have frustrations in your heart. get angry about anything Remember never to send over the phone.

🔹 The role of the call center

call center It is a job that requires customer service, including new product offerings. and solving customer problems which is divided into Proactive and reactive work as follows:

- Proactive services such as selling products over the phone consumer data survey and customer satisfaction surveys including tracking and expediting debt

- passive services, such as providing information about goods and services Providing advice and fixing computer systems including receiving orders and services

Call Center staff, the main duty is to Taking care of incoming and outgoing calls Providing services and providing information to customers, answering inquiries, handling complaints to provide information service including making various business transactions There are telephone, E-Mail, Fax and Internet service channels.

Call Center wage rates are divided according to experience. If a new call center starts around 15,000 baht and when the work life increases, the salary will increase on average. Call Center who has worked for about 5 years has a salary rate of about 20,000 -25,000 baht (depending on the structure of each company)

But before becoming a Call Center, it's not that he will come and apply and he will accept immediately. The first thing that should be explored before thinking of becoming a Call Center is "personality" "speaking melody" because after the process of writing the application There will be an interview to determine personality. In this interview process, he will see if our appearance is considered or not. How are our behaviors?

Most importantly, he will have a role for us to speak, which a good call center must have a soft tone. speak clearly punctuation correctly considered a preliminary feature If it is considered in this section, before doing the actual work, it is necessary to have training to understand the nature of the call center work in each location, what needs to be done, what kind and how and before seriously working. A mentor may be needed to help with the first few start-ups.

🔹 Important features that people who want to be Call Center should have

1. Must not be excited about the conversation.

Most of the newbies are excited about chatting with customers. But keep in mind that the Call Center must be professional. Clients who call him don't know if we are newbies or have been working for a long time, all they need is information they want to know. This is the problem that he wants us to explain. So being a new call center, it's important not to get excited about the early days of work.

2. Long talk with customers and can listen and solve problems

Each customer's incoming calls are not the same problem. Some people call for only 1 minute, the conversation is over. Some people have a lot of problems, they may talk to the Call Center for hours or explain how much they don't understand. The duty of the Call Center must deal with these situations.

3. Always have a good personality, even when no one sees it.

Call Center employees must always have a good personality. Even if it's a phone conversation and customers can't see our faces, every call center has a unique dress code. which is like the face of the company Therefore, most of the auditions focused on people with good personalities. Including at most call center desks there is a "mirror" for us to watch while talking to customers. “Are we smiling or not?”

4. Take care of the work that is quite difficult.

Hard work in the sense of the Call Center is not carrying. But receiving calls from customers is very heavy, especially at noon, after work, at the beginning of the month, at the end of the month. Customers will call in during this kind of time. Sometimes they only have a 2-3 second break to answer the customer's calls. On average, some call centers have to talk to at least 14,000 customers per year.

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