The Global Association for Contact Center Best Practices & Networking

What's the best part about being an agent/rep in a contact center?
The fact that you do not have to take any work home with you. The hours are flexible and the salary for an unskilled job is quite reasonable.

And, what's the worst part?
Some customers can be extremely rude and/or threatening. I have had a death threat before for simply doing my job to my best ability. It can be quite unforgiving. Also, AHT targets add a level of stress which customers can sometimes pick up on.

When you were hired, what sort of skills/knowledge tests did you have to go through to get the job?
Typing and spelling were tested, personality was also considered.


If you could describe a typical day, what would it be like?
Every night is different depending on the time of year and day. As I work for an outsourcer, every call is for a different company. It's difficult to describe a typical day because of this.

Within the next 12-24 months, do you see yourself moving on to another career or staying in the contact center and moving up into management? please explain
I will either be staying as a rep and studying or moving into a more supervisoral role. Reason is I have no other skills and I am pleased with my job, although a little more responsibility wouldn't go amiss.

What types of tools/techniques are used in your center to reward and recognize good performance?
There is a Thank You wall which commemorates high achievers.

If you were the manager of the contact center what would you change and why?
I would install a more transparent and obvious way of doing things by creating more communication between management and reps, as more trust is needed.

With all the bad economic news around the world, have you seen any changes in your company? If so, how have these changes affected you?
Our company is hiring much, much less. This may turn into a staff shortage, which will be a major stress on our current workforce.

In your opinion, what would you look for if you were involved in recruiting new agents/reps for your center and why?
Intelligence and focus.

What fun things do you do in your center?
Most of the fun comes from other reps, particularly in quiet hours.

About Link:Q:
Link:Q has over 40 years experience in outsourced contact centre services, directory assistance, call answering and messaging in Australia. With a strong customer base comprising in excess of 5,000 corporate, government and SME clients, Link:Q processes more than 1.7 million calls a month, in addition to millions of messages via e-mail, SMS and pagers.