Contact Center Positions Increasingly Sought After In The United States
The concept of the American contact center is at an interesting and advantageous position in its evolution. It was, for a number of years, a wide-spread business practice to outsource these responsibilities overseas to places where customer service operations could be run for cheaper. But according to Call Center Hiring contributor Tracey Schelmetic, that trend appears to be reversing. The needs of the modern contact center are fluid, and it is becoming accepted that is is easier to run these offices within the country where most of their client base is located rather than allow a third party to handle help requests.
"As customers increasingly do their shopping and consumption of services on a remote basis through the Internet, they will need more virtual assistance," Schelmetic wrote. "As products and services become more complex, and the quality of customer service becomes a great differentiating factor, companies will need to build teams of more educated and knowledgeable customer support personnel."
The increased ability to respond to queries over a variety of platforms has created more of a need for a personalized experience overseen by the company itself. Gone are the days of simple phone calls that were fielded with a handbook sent out by the organization employing the outsourced contact center. The complexity and range of offerings from many companies are much greater than they have ever been previously, meaning that there must be a focused specialization on issues handled by customer service.
Thankfully, the technology that makes all of this possible is more powerful and available than ever. Because there are so many channels of communication that have opened up for a vast majority of people, customers that are having problems want an effective answer to their questions as soon possible over the medium of their choice. This has expanded from just voice to email, instant messaging, video and even to social media like Facebook and Twitter. If a service is capable of providing a connection between two people, it is more than likely going to be required in the contact center.
Call center representative positions are being pursued and offered at a growing rate, and it all has to do with the development of unified communications. The agility of cloud based phone systems is critical to retaining a competitive edge.
Responsive Technology Is Key To Contact Center Success
For relevance to be retained and ground to be gained, telecommunications within a business's customer service division have to work exactly how they are needed to. Not only that, but they have to function at a moment's notice. An unresponsive interface or having to juggle multiple devices and programs is counterproductive to achieving goals.
"Today's speed of business demands contact center workforce agility," wrote Telecom Reseller contributor Steve Graff. "Teams can no longer afford to work as siloed units, and the friction of knowledge-sharing between various data repositories within the organization and between contact center agents themselves needs to be minimized. You simply cannot respond effectively to the crisis of the day without an efficient and fully optimized workforce."
Employees get frustrated when it is hard to do their jobs effectively. An investment in powerful call center software and a coupling with a cloud phone system can lead to improved operations overall.
Enabling Representatives Improves Morale, Quality Of Work
There is a domino effect that comes with investing in new communications technology. By creating a top of the line contact center, staff members will feel empowered to take their job performance to the next level. As a result, customer service will undoubtedly improve, creating a better public image for the company and potentially enhancing business.
One way in which to get employees excited about increasing their productivity is to enable the cloud PBX lines to be accessed remotely through a mobile application. Virtual call centers are becoming more common. Some people choose to work from home when they feel it would be more convenient, and still others elect to complete their tasks offsite entirely.
These are some of the benefits that are attracting more people to contact center professions. Schelmetic wrote that it is not a field for everyone, but there is great potential to turn it into a career. It will take the right telecom hardware and programs to attract and retain the talent that will remain loyal to the company.