Based on the experiences, knowledge, skills, customary ways and practices here in the Philippines, a lot of things, being involved in outsourcing industry, will take into account and will greatly ease the tension of a call center agent himself/herself. It is inevitable to have engaged in telecommunications and sometimes, a call center agent makes experience something awful and something odd.
Everything is part of the job once you are paid to do business in outsourcing company. Your main job is to have the telephone with you because this is mainly connected with your daily task as a call center agent. You have to possess the knowledge and skills in order for you not to put behind the others because telecommunication business is a competition so you have to prepare for it and be knowledgeable of everything in outsourcing business.
As far as the telephones are concerned, they are used as an everyday part of business and often aided in your customers a first impression of your company that you are connected with. You have to possess and identify telephone skills needed to be successful and more professional. It provides strategies to enable you to give your callers the quality service they deserve. You have to influence your customers with great pride and perception of the company. Once you are hired, you have to look after the savvy and skills that you have acquired through education and inherently possessed. You may use them in day-to-day activities in the outsourcing company.
To answer these two main questions like: What is the call center? Why is it connected to the outsourcing industry? We will expect diverse answers based on work employment status and company’s policy as far as IT business is concerned.
The call center is a dynamic and fast-paced department. It’s a highly-structured operating environment where constant change is the norm. Having said that, a typical call center agent should possess and have the profile that includes himself/herself the following skill set requirements: 1) Excellent oral and written communication and interpersonal skills; 2) Professional and courteous demeanor; 3) Ability to multi-task in a fast-paced, high-volume environment; 4) Excellent problem-resolution skills; 5) Strong systems skills; 6) Ability to meet established productivity, effectiveness, training, sales (if applicable) and quality goals; 7) Ability to work in a highly-structured environment; and 8) Ability to accept and learn whatever tasks are given to him/her without complaints for personal advantage and promotion.
Besides, a call center agent should know things, put the things into proper way and give them highlights in doing the tasks daily. He must possess and have the:
1. Savvy and Scheming Outsourcing Skill.
Work savvy and scheming skills are the basic first step you should undertake when you commence with a new business. Feasibility of the business, marketing of the product, local competition and funding are some of the important aspects that should be studied diligently and carefully. Furthermore, it is utterly important to keep on updating your knowledge by reading books/periodicals and attending seminars to keep abreast of times and ahead of other competitors.
2. Technical or IT Outsourcing Skill.
It is very important to have the skill like this because it helps you a lot in putting forward in your perspective or viewpoint in life as a call center agent. You should possess the necessary skills to produce what you’ve got. Experience has gained a lot in working in similar work places or a professional qualification that will stand you in good stead. In certain types of businesses, experience is not indispensable but to satisfy your clients and provide a good service, you have to exert efforts to please and satisfy them. Thus, technical skills play an important role in outsourcing business.
3. Business/Financial Outsourcing Skill.
Business is very important in dealing with customers. It all depends on the strategy/technique, success or failure of your business. It is the process of identifying your potential customers and persuading them to buy your products or services. Sales, promotions, etc. are some of the skills that are an essential part of business. Mishandling or negligence of this aspect can lead to failure. Financial skills play also a major role in the running of a business big or small. Negligence of this aspect can lead to recurring cash flow problems such as inability to purchase goods, non payment to suppliers, etc. It is ambiguous that with these problems no entrepreneur can pan out or have peace of mind in running a business.
4. Management Outsourcing Skill.
Management is part of growth and development of the company. See to it that you should know how to deal with others so that no disagreement or chaotic problems will occur in your business. The need for management skills becomes indispensable. Skills in areas such as (1) recruitment, team building, and motivation; (2) knowledge of employment and safety requirements are all part of management outsourcing skills. You should acquire the skills in possessing humanitarian aspects in dealing with the people around you.