This quarter, we explored the often-overlooked complexities of contact centre roles.
At first glance, resolving customer inquiries as a contact centre agent might seem straightforward – handling one query at a time. But the reality is far more intricate. Each inquiry can vary dramatically, and with ever-evolving customer expectations, today’s contact centres require agents who are multi-skilled, adaptable, and quick-thinking. A far cry from the outdated perception of what a call centre agent’s role entails.
Curious about what these complexities look like? Here are some insights from our perspective that might shift your thinking:
Cultivating careers from the contact centre
Contact centre roles go far beyond entry-level positions – they are dynamic, challenging roles that foster a wide range of valuable skills. As job markets continue to evolve, the experience gained in these positions is likely to become increasingly valuable, positioning contact centres as key players in the skills-based economy of the future.
Find out more: Cultivating careers from the contact centre
Customers don’t give feedback like they used to
Despite having unprecedented opportunities for consumers to share their thoughts, new research shows fewer people are actually providing feedback, whether it be positive or negative.
TSA Group Operations Manager Dylan D’Avoine says companies that acknowledge this paradigm shift and adapt accordingly will be able to elevate their customer experience game to new heights. But those who fail to listen risk missing out on critical insights and falling behind.
With fewer customers offering direct feedback, the challenge for contact centre teams is to dig deeper, anticipate needs and proactively respond to customer pain points. This means greater pressure on agents and teams to adapt swiftly, using technology to bridge the gap in customer insights: Customers don’t give feedback like they used to
The art of call escalation
Navigating a conversation with a customer who’s in a heightened state of frustration can be incredibly challenging. Turning that difficult interaction into a constructive dialogue starts with bringing the customer into a more calm and rational state. Watch the video here.
The misconceptions of a contact centre role
Ever wondered what people think when they hear “I work in a call centre“? According to our recent employee poll, 71% of respondents say that their family and friends think it’s all about handling frustrated customers.
But here’s the truth. Our roles are incredibly diverse, involving problem-solving, technical skills, and genuine customer care. Navigating complex inquiries, all while building relationships with customers and representing top brands with excellence.
Next time you hear “call centre“, remember it may not be what you think.
TSA are Australia’s market leading specialists in CX consultancy and contact centre services. We are passionate about revolutionising the way brands connect with Australians. How? By combining our local expertise with the most sophisticated customer experience technology on earth, and delivering with an expert team of customer service consultants who know exactly how to help brands care for their customers.