Amsterdam, Netherlands, Nov 12, 2019 -- More online sales and services have increased the number of people working in customer service and on helpdesks, the AD reported on Tuesday.
Last year the sector employed some 154,000 people compared to 140,000 three years earlier and demand for helpdesk workers is growing.
‘It shows online self-service is not always straightforward and people still want personal contact for difficult questions,’ Lisan van den Beukel, labour market adviser at the government job seeker’s agency UWV told the paper.
Sponsor message - content continues below this message
2022 '17th annual' Global Contact Center World Awards NOW OPEN
Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!
Content continues ….
However, employers are having difficulty finding staff, with the number of unfilled places rising to 8,000 in the first quarter of this year. The biggest problem is finding people with the right skills and level of education, Van den Beukel said, because it is the more complex matter that flummox customers.
The job also has an image problem. ‘People think that this job is mainly something that you do in the evenings because that is when people call in. But that happens less and less. Because of the lack of staff it takes longer to help people. The resulting pressure is often a reason for people to leave the job. It’s a vicious circle we would like to break,’ Van den Beukel said.
Although salaries are up and workers can more often choose their own schedules the sector is about to be hit with a new labour law which comes into effect next year and which will make it less attractive for employers to hire call centre workers on flexible contracts. Almost three in 10 customer service workers have a flexible contract.
Posted by Veronica Silva Cusi, news correspondent
Published: Wednesday, November 13, 2019
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.
Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
Engage with your customers in Real-Time.
Connect personally with your customers, generating new revenues and boosting CSAT scores. Synthetix Chat is the fastest way to engage your users, with a Live Key-Press Feed, ID and Verification, simultaneous chats and AI-Powered predictive suggestions, Synthetix Chat reduces averages handling times by up to 50%.