The companies preset these metrics to push the agents until the business goals are met at an optimum cost. 8 out of 10 agents hardly get a chance to grow their careers as the workspace is highly competitive due to an incentivized work culture.Ī standard Contact Center Agent gets benefits/bonuses only when they reach a pre-determined benchmark. However, agents are barely motivated and mentally exhausted to offer premium service all the time. With the brand's reputation at stake, the agents have to perform in a stressful environment.įrom a customer's point of view, who might be unaware of such circumstances, will always expect top-notch service. They always have to stick to their desks to respond to any unannounced query from the customers. To comply with all of this, agents barely feel any work-life freedom to the point where they even have to schedule their own food/bio breaks in advance. It's actually admirable how they can provide complete attention to their customers.Īpart from a hefty schedule, these agents are also confined to various rules and regulations, unlike most jobs. We are talking about really long hours where a person has to answer 80-100 phone calls per day, respond to at least 50 emails, all the while sitting in a small cubicle amidst an extremely noisy workplace. For most people, incentivized jobs are a big deal, but for contact center agents, it translates to the repeated answering of phone calls, reading out the same-old script over and over. More than often, they are incentivized to work overtime however, it doesn't compensate for the mental and physical strain. Why do Contact Center Agents have stressful work life?Ĭall Center Agents usually have to stick to their desks all day, working for long hours. With such restraints on work flexibility, the life of a contact center agent is harsh.ġ. Why do Contact Center Agents have stressful work life? Contact center agents are often under-equipped, preventing them from offering quality customer service and reducing retention rates. Owning to this responsibility, the work-life of contact center agents is extremely brutal. They are the bridge between the brand and the customer. Hence, if you are asked for any please refuse.Contact Center Agents are unsung heroes of every industry. NB: - Dashen Bank does not charge a fee at any stage of the recruitment process.
#Call center agent customer service pdf#
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Interested and qualified applicants should apply throughĢ.
Good oral and written communication skills.Professionalism and integrity in line with Dashen Bank values.Interpersonal and cross-cultural skills, including ability to build collaborative relationships with sensitivity to diversity/inclusion.At least four (4) years relevant experience.Fluency in English (speaking and writing) is required.Bachelor’s degree in Marketing Management, Business Administration, Management, Accounting, Banking, finance or related fields.
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