Ready for your close up? You better be because the world of call and contact centres is changing. No longer are you just a line of webchat or a voice on the phone. Now you could soon be centre stage and in the spotlight.
At this year’s Call and Contact Centre Association Awards the gong for Team of the Year in the financial services sector went to Barclays’ Video Banking Team.
They carried off the prize for delivering excellent face-to-face service and advice to customers who had queries about accounts, savings and mortgages.
So how do you feel about taking on such a visible role? Would you like to see your customers and for them to see you, or are you much happier being an invisible presence?
Don’t let camera shyness cripple your career. If you have your sights set on one of the many s1jobs call and contact centre vacancies that now involve video calling, here’s how you handle those close-up shots.
Smile
Nobody likes talking to someone who looks grumpy. By making your best smiley face your default setting you’ll instantly convey the impression of being warm and helpful.
Speak slowly
You don’t need to speak like HM the Queen or change your accent, but you do need to speak slowly. Customers will be calling in from everywhere and they’ll quickly get frustrated if you talk so fast they can’t make out your words.
Sit up straight
Slouching in your chair gives the impression you don’t really care and swivelling on it could actually make callers feel sea-sick. Sit upright but relaxed at the front of your seat.
Chin down
Nobody wants to look up your nose. Callers will also get distracted by untidy hair and clothing, so check in the mirror before you start your first call. If you wear glasses, make sure they have an anti-glare tint or swap to contact lenses. And don’t fiddle with your jewellery, it makes you look anxious or guilty and that’s never a good look.
Elbows in
If you have a tendency to throw your hands about while explaining something, you can prevent the habit from becoming distracting by keeping your elbows tucked close to your side. That way your flying hands won’t disappear out the edge of the frame.
Lights, camera, action! Let’s find the latest Call & Contact Centre vacancies with s1jobs