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Article : A Day in the Life of a Team Leader

#contactcentreworld recently asked some of its members if they could write a brief essay about what it's like to work in their contact centre for a day. Alfred Yap tells us his story about working in the Customer Service Department for NTUC Income in Singapore.

"Hi good morning! NTUC Income this is Alfred, how may I help?"

This is how I start my day. As a customer service officer in our contact centre, I like to think that we are the voice of the organization since the customer is experiencing our service through their sense of hearing, so, tonality is quite important while during a call.

At the NTUC Income contact Centre, my role is to advise policy holders of their policies. The most common types of calls are enquiries on products coverage, payment issues, applications, updates of policy values and termination. There are others which aren't so common but the calls from next of kin when policy holder passed away are inevitable.

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Before I joined NTUC Income, I wouldn't really have understood the importance of insurance, but I felt very different after started working here. It is with these calls I learned to be more empathetic with next of kin.

Working here I have also become very good at active listening (my girlfriend may disagree), or at least I am better than before and I have mastered the art of probing, since most of the policyholders may not know what to ask upfront.

As an employee there are KPI's to meet in the contact centre as well. I am required to take in a number of calls satisfy performance levels.

As our only job is to advise the policy holder about their policy, we have to be very careful with the information we provide and that the advice is correct.

But as a human being, eventually I will make some errors, so when things go wrong, and the customer comes back to us seeking a resolution, I always ensure that I have done all I can on my part to check through all my resources and only then will I revert back to the policy holder and give them a satisfactory response.

Aside from that, I also have some interesting stories.

We are part of a bigger organization under NTUC. Hence some policy holders were calling us about NTUC PLUS! Membership. Once, my colleague received a call about a crab promotion on NTUC FairPrice, which is a grocery under the same organization within NTUC Income and they thought we were the same.

I also enjoy working in a multicultural environment in the contact centre especially in Income, where there are colleagues from Malaysia, Philippines, China and Singapore, they are certainly very friendly and give me a helping hand or point me in the right direction. I guess it is a unique demographic where you wouldn't find it anywhere else.

Lastly, I would like to give a shout out to people who work in contact centres! You guys are superstars! Nobody would be able to be where you are now if it wasn't because of your passion! Keep it up and happy call taking!


About Tuan Lam Yap:
Alfred (Tuan Lam) Yap is a Customer Service Officer with NTUC Income in Singapore.

About Income:
Company LogoNTUC Income, a co-operative insurance society formed in 1970, was initiated by Dr. Goh Keng Swee. With a modest capital of S$1.2 million, we have become a leader in Life and General Insurance with total assets of S$21.3 billion. Today, we have more than 1.8 million policyholders placing their trust in NTUC Income Insurance Co-operative.
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Today's Tip of the Day - Getting The Marketing Message Right

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Published: Tuesday, October 25, 2016

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2020 Buyers Guide Call Routing Optimization

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