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Where contact centre skills can take you

25/06/2024
People TSACare
Article
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People TSACare

Ever wondered how skills developed in a contact centre could be your ticket to broader career opportunities? Working at TSA isn’t just about handling customer queries; it’s about developing a robust set of skills that are highly prized across various industries. According to Udemy’s 2024 Global Learning & Skills Trends Report, the demand for adaptable, multi-skilled employees is surging and their report indicates we’re right on trend – the skills you learn at one of our contact centres can place you at the forefront of today’s evolving job market.

 

Cultivating today’s most sought-after skills

At TSA, you learn beyond the fundamentals. Here, you develop the capabilities that top employers across the globe are actively seeking. Udemy’s report has meticulously analysed learning and development data from millions of users to identify what skills top the list of necessities in today’s job market. We’re proud to say that many of these skills are embedded into our everyday. Let’s explore just a few of the skills Udemy has highlighted and how TSA can prepare you to excel in these areas: 

  • Empathy: Recognised as essential for modern leadership and customer relations, empathy is a core skill at TSA. Each interaction with a customer is an opportunity to practice understanding and respond to others’ feelings and circumstances. Developing this skill enhances your emotional intelligence, crucial for effective communication and relationship-building across all levels of an organisation.

Empathy not only aids in resolving immediate customer issues but also fosters a deeper understanding and connection with colleagues and clients alike. This emotional acuity is indispensable in roles that require negotiation, mediation, and leadership.

  • Problem-solving: Whether it’s addressing a complex customer query or navigating operational challenges, the ability to think critically and implement effective solutions is crucial. At TSA, we foster a mindset that embraces challenges as opportunities for innovation and improvement.

The process of effective problem-solving inherently builds your resilience, enhancing your capacity to manage stress and adapt to change. These skills prepare you not only to meet the demands of your current role but also to equip you for advanced responsibilities in any professional setting.

  • Team building: Ranked as #62 by Udemy, team-building is about creating an environment where every member feels valued and motivated to contribute their best. At TSA, you’ll find ample opportunity to develop your team-building skills through active participation in team initiatives to participating in one of our employee groups, like TSA Prode or the Green Action Team.

Regular internal promotions also see our people quickly assume leadership positions or explore new departments, enabling ample opportunity to develop the skills to lead and build effective teams. Now spanning across three countries, with a range of onsite, hybrid and fully remote employees, we’re also empowering our leaders to be innovative and stay current – preparing them for the complexities of today’s global workforce. 

Beyond the Contact Centre

We love a good news story, and our tenured staff represent exactly that. But, we understand that some employees will inevitably move on, and when they do, we want them to take skills with them that will last a lifetime. “Working at TSA taught me how to communicate clearly and effectively. Those skills saw me get into university as a mature age student and go on to land my dream job,” shares former colleague, Anita. 

British entrepreneur and podcaster, Steven Bartlett, echoes the value of contact centre experience. His journey from call centre work to becoming a renowned business figure is highlighted in his BBC ‘CEO Secrets’ interview, stating “What it does is, it teaches you the personal skills, the verbal skills, and the persuasive skills that I ended up needing for the rest of my life.” 

 

Forge a Path to Success

At TSA, we’re dedicated to not only serving our customers; we aim to create a dynamic workspace where our team members can develop and excel. The skills developed here go beyond the contact centre, equipping you with the tools needed for a successful career in any field you choose to pursue. Whether youre starting your career journey or looking to enhance your professional skills, TSA offers a unique platform to learn, grow, and succeed. Were proud of our role in shaping the futures of our team members, helping them to not only meet their current professional goals but also to prepare for the opportunities of tomorrow.

 

 

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.

Are you ready to start a career that extends beyond the ordinary?

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