We realise that our call centres provide the direct line to our customers, which is why we offer an exceptional level of service.
Our people are a crucial part of the support network, providing the voice of the business directly to our customers.
To maintain our impressive reputation, we employ a broad range of staff including claims handlers, sales consultants and customer service advisers.
Working in a call centre demands a number of skills and characteristics, but importantly, it’s essential that you like communicating with people. Your job will involve liaising with customers all day long so you need to be able to talk to people and advise them accordingly.
Excellent customer service skills are a given. This involves not only a clear, friendly and confident telephone manner, but also the ability to read a situation
and deal with potentially fraught customers. You must remain professional at all times.
Common sense is important when handling calls - you will have to be flexible and adapt your approach, while following company policy and scripts. Making quick and accurate decisions on a daily basis will boost your confidence and develop your transferable skills.
You’ll have to work well as part of a team, contributing to a close-knit working environment. Being surrounded by your team members lets you know that you’re all working together and achieving common goals.
You’ll also be required to work unsupervised using your own initiative. Team Leaders will lead and coach the teams, but to become a success, you need to be able to motivate and develop yourself.
If you like the idea of working in a fast-paced environment then you should consider a job in a call centre. Achieving targets while under pressure is the norm. But remember that you have to pay attention to detail and be efficient and consistent. You will also have to be able to multi-task whilst maintaining a rapport with the customer.
No formal qualifications are required to work in a call centre but you can learn new skills and expand your knowledge and talents. There are plenty of learning and developing opportunities available.
You can develop your literacy and basic maths, and expand your IT skills by using the computer programs or software unique to the call centre.
To work in sales
, you’ll need to be tenacious and hard-working, using your natural competitiveness to exceed your targets.
You’ll have to:
Enjoy working in a fast-paced environment
Use active listening to identify a customer’s needs
Maintain exceptional product knowledge
Maximise sales by cross-selling and up-selling
Improve our high levels of customer service.