The Agents of Sitel St. Catharines: Hard Work + Customer Care Fuel Fun and Bright Futures - Sitel - ContactCenterWorld.com Blog
I recently had the pleasure of visiting one of our sites, Sitel St. Catharines, to learn more about the day-to-day lives of our agents. I started my career in the BPO industry working for a company making cold-calls asking people if we could purchase their used cellphones. From there, I moved to a senior living company where I answered calls helping people through the sales process, so I’ve been on that side of the process as well. Both jobs taught me a lot about communicating with people and visiting St. Catharines provided me with a different look into the daily life of a Sitel Customer Service Agent.
Here are four lessons I learned visiting Sitel St. Catharines.
1. Our Agents Work Hard
There’s no denying that working in a call center can be tiresome work. Taking calls may look easy, but our agents are on the top of their game. I sat with one agent, we’ll call him “Sam” who was dealing with a particularly interesting technical support issue. The caller was having trouble understanding why her TV service was going in and out every time she turned the television set off and back on. Sam was calm and collected while she described to extreme detail the issue over and over again. He was so patient and researched everything. The whole process was very taxing just to listen to.
2. Our Agents Are Excited About Helping Others
Once he realized what was happening, I saw a smile flash across his face. He was getting excited that he was able to offer a solution. He explained to the customer very politely that she wasn’t in fact turning the TV off, she was changing the channel. As a customer, I could imagine being told this and feeling very inadequate, but Sam made it sound like the most common of issues, and reassured the customer that this wasn’t the first time he’d heard this same problem. The customer was relieved, and happy with the results. When the caller hung up, Sam turned to me and said, “I love this stuff.”
3. Our Agents Are Having Fun
The best part of my visit to Sitel St. Catharines was the excitement I saw in the agents, coaches, and support teams. They were truly enjoying their jobs. They told me stories about times they felt excited about their career opportunities. I witnessed “Power Hours” where the coaches and support teams would pass out candy to the agents for hitting their metrics during the hour. I heard about game days, spirit days, events, and initiatives that brought the site together and made it feel like a family.
4. Our Agents Aren’t Working a Job, They’re Working A Career
Our agents have goals for their career growth. They’re constantly learning more about the industry, their clients, and the Sitel processes. They’re focused and dedicated. I sat with one agent, “Beth” who detailed her plans to advance her career. She’s been with Sitel for three years at St. Catharines and she’s worked hard and become one of the top performers. Now, she’s assisting with training and new agents sit with her to hear “how it’s done.” Her next step is to become an Assistant Coach on the production floor, working her way to a Coach, then “who knows from there,” she said.
I learned a lot from my visit at Sitel St. Catharines, but probably the greatest lesson I learned: our agents are dedicated to serving our clients’ customers to the highest standards. It’s evident in their attitude, their efforts, and their work ethics.
Publish Date: July 31, 2015 5:00 AM
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