Call centres act as a fundamental component of customer service teams and are often the primary means of communication between a business and it’s customers.
To work in a call centre, you’ll need to be motivated by customer success. Call centre agents are tenacious problem-solvers who are committed to enhancing customers’ experiences with the brand.
A call centre agent’s workday is typically fast-paced and requires them to manage a handful of different responsibilities. Oftentimes, agents need to be flexible with their workflow and capable of handling unexpected roadblocks. While this causes their workday to look different each day, agents will still perform the same core call centre duties regardless of the task they’re completing.
Call Centre Customer Service Duties
1. Help customers across different customer service platforms.
If you’re working in an in-house call centre, chances are you’ll handle more than just phones. You may be asked to interact with customers via email, live chat, social media, or even in-person. Being able to adapt to the channel you’re working on is crucial to providing an omni-channel experience.
2. Communicate thoughtful, personalized solutions.
No matter how experienced you are, never assume you know more about the customer’s needs than they do. These types of assumptions can lead to miscommunication and frustration for both of you. Instead, the best call centre reps are patient and come up with well-thought-out, detailed solutions.
3. Create a delightful customer experience.
To stand out from competitors, you need to do more than just provide the right answer. Delightful experiences retain customers which means more revenue for the business. If you’re seeking a job in customer service, be sure to highlight your ability to turn a common customer into a loyal advocate.
4. Tailor the experience to the customer.
Like snowflakes, no two customers are alike. Each one has their own unique needs and goals that are specific to their situation. Recognizing these differences and adapting your communication to align with each customer is a great way to build rapport.
5. Document and respond to tickets efficiently.
When customers have questions, they want answers quickly. That means you need to be organized and capable of thinking on your feet. It also means that you need to be proficient with call centre technology. While you’ll likely receive training, it may help to familiarize yourself with tools like help desks, knowledge bases, and ticketing systems.
6. Report recurring customer roadblocks and significant problems.
Other than solving for the customer, you’re also solving for the business. If you notice a pattern of related customer inquiries, you’ll need to report those issues to product management. This will help your company identify product flaws and correct them before they create churn.
7. Solve for the customer, not your convenience.
This may be your most important duty as a call centre rep. It’s tempting to provide a customer with an easy, short-term solution; however, it’s important to solve for the customer’s long-term needs and not for your own convenience. Customers will recognize the difference and will remain loyal to your business if you truly go above and beyond for them.
If you’re considering a position in a call centre, it helps to understand these fundamental duties and why they’re important to a business. No matter which industry the call centre belongs to, all of these duties are essential to a customer service team’s short and long-term success. By consistently completing these core responsibilities, customer service departments can deliver a positive customer experience on nearly every interaction.
To fulfil these duties, call centre agents need to work together as a team and create a system that’ll manage customer service demands. Customer service managers lead this initiative by strategizing the fielding and distribution of incoming or outgoing calls.
Before pursuing a job in a call centre, it’s important that you understand the details of how a call centre works and why this process is effective