The outsourcing world is divided into different service sectors, and two of these sectors are the most crucial to success: call center services and virtual assistant services.
We’re going to talk about call center representatives, their duties, and the skills that they need to be successful.
Whether they know it or not, most people have spoken to a call center representative at some point.
If you’ve called your phone, internet, or cable provider with questions, the first person you spoke to was likely one of the company’s call center representatives.
First and foremost, they’re responsible for maintaining customer relations and aim for customer satisfaction. They resolve customer issues in whatever way they can, and they aim to do so as quickly and as efficiently as possible.
Call center representatives and virtual assistants are often confused as interchangeable. However, the two positions are more different than most people realize.
The general confusion is understandable, as both are required to be experts in the field of customer relations. However, virtual assistants and these representatives basically operate in two different sectors.
Both virtual assistants and call center representatives are extremely important, but each job title comes with its list of duties and necessary skills.
Typically, virtual assistants work remotely, and they usually assist in a wide variety of day to day tasks. Virtual assistants typically take care of the more time-consuming tasks such as social media management, bookkeeping, taking care of travel accommodations, making cold calls, etc.
A virtual assistant’s responsibilities can also include a variety of creative tasks such as graphic design, video editing, and content writing.
If asked to do so, a virtual assistant will sometimes act as a call center representative, but their responsibilities typically include a much broader range of tasks that a growing company no longer has the time to do.
Comparatively, these representatives handle tasks that tend to be more tedious and repetitive. Like virtual assistants, they work within the customer service and customer relations sector. However, their responsibilities tend to be more consistent.
In a general sense, they are responsible for helping customers with whatever they happen to need when they call.
They need to have a thorough understanding of their company’s inner workings to resolve customer issues as quickly and effectively as possible.
If you want to learn more about the differences between call center representatives and virtual assistants, you can check out this article that expands further on the topic.
These representatives usually answer customer phone calls, maintain customer satisfaction to the extent that they can, keep customer records up to date, and resolve customer issues if they’re able to do so.
If a call center representative can’t deal with a customer’s issue directly, they’ll direct the customer to the appropriate team. If they do this correctly, the team should be able to resolve the issue.
A call center representative must understand the logistics that make their company run smoothly.
If a call center representative can’t direct the customer to the appropriate team, that customer has to endure being redirected over and over again, which never looks good for a company.
They have to deal with a very fast-paced work environment. Whether or not they succeed at rising through the ranks depends entirely on how many calls they can handle in a given period.
For this reason, speed is key when it comes to being a successful call center representative.
One of the most important skills for a call center representative is simply people skills. On any given day, they usually interact with more people than most ever will within such a short period.
For some people, this can be somewhat exhausting. A seasoned call center representative can handle the workload without bending under the pressure.
As previously mentioned:
A call center representative must understand the minutiae of their company’s inner workings.
After all, they’re the first line of defense when it comes to customer calls. With any given call, they either need to be able to resolve the problem, or they need to know which team to direct the customer to.
Additionally, because their jobs are so speed-oriented, they must remain focused and sharp to do their jobs well. Furthermore, being well-organized certainly doesn’t hurt, as this will help contribute to their overall speed.
A call center representative’s job can be challenging. However, like any new employee, a new call center representative will typically adapt and become proficient within their line of work.
That isn’t to say that this job can be done by anyone. For some people, especially those that are introverted, dealing with many different people on a daily basis can be exhausting.
It’s a difficult job at times, but it’s a position that’s essential to the functionality, efficiency, and success of any company.
So, the next time you become frustrated during a call with your cable provider, remember that you might just be the two hundredth person the representative has talked to and they’re just trying to help.
Publish Date: October 2, 2019 5:00 AM
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
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Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.
|4.)||Arise Virtual Solutions|
The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
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INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
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|8.)||Brook Trout Solutions|
CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
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|9.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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|10.)||Call Tracking Metrics|
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
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|11.)||Cloud Call Center Search|
From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
|12.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
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Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
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Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one that unites unified communications (UC), contact center (CC) and communications platform (API) functionality in a single software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing and a 100% SLA uptime guarantee.
Envision Click2Coach WFO/WEM
Data from phone, e-mail, web chat and social media interactions can help quickly identify patterns and trends, optimize operations and transform customer relationships. Envision delivers innovative software solutions, in the cloud or on premise, to optimize and engage your workforce. With our integrated line of Click2Coach products, customers get voice of the customer analysis, graphical dashboards, performance management, desktop analytics, speech analytics, interaction and compliance recording, quality management, workforce management and coaching and eLearning.
For more than 20 years, Envision has been providing award winning solutions to our customers that optimize customer experience...
Call back / virtual hold solution
Fonolo's solution can eliminate hold time from your contact center without changing any business process.
Fonolo's cloud-based call-back solution sits above your infrastructure, giving callers the option to receive a call back instead of waiting on hold.
This results in lower abandon rates, handle times, and costs -- and a superior experience for your customers.
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