What makes a Golden Girl? You’d know if you worked in one of the busiest call centres in the country.
Shopping channel QVC handles up to 168,000 calls a day at its headquarters in Liverpool and Golden Girls is the staff nickname for its traditional customers – some of whom have been ringing up regularly since the channel launched in 1993.
While newer customers, dubbed the Designer Housewives and Mainstream Mums, prefer to shop online, the volume of calls received by QVC is an indication many customers still want to talk to someone.
It all comes down to the personal touch, the desire in this age of digital connectivity to deal with another human – and if you’re applying for any of the call and contact centre vacancies on s1jobs, start sharpening your people skills because it is going to be a long time yet before computers can simulate the friendly manner, warmth and helpfulness that keeps the QVC callers coming back for more.
So what are the qualities you need the most in order to do a good job on the phones?
“Patience,” says Hilary Robb, who has worked for energy utilities companies, satellite TV providers and in local authority call centres.
“Often when someone is agitated, angry or excited they struggle to find the right words, but you have to give them space to talk. Filling in the gaps doesn’t work and can make the situation worse.
“Allowing callers to express themselves takes less time in the end than interrupting and getting it wrong.”
Not that everyone’s angry, of course. With 27 million viewers and dozens of high quality brands all queuing up to sell through the channel, QVC’s customers are very, very happy. But of course one of the secrets of happy customers is a happy call centre full of upbeat staff.
So how do the best call centres keep everyone smiling?
According to industry consultants, EvaluAgent, they do it by setting clear targets, listening to feedback from staff and rewarding hard work.
Creating a team spirit, where everyone works together, is also essential – whereas, outside the youth netball team, chanting a mission statement is not really an effective way to boost morale.
And while allowing agents to wear their own clothes and not a uniform can also have a positive effect, if everyone starts turning up in their pyjamas that’s probably a sign that a good idea has gone badly wrong!
Happy chatting!
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