Predictions for the call centre of the future

With hundreds of vacancies from entry level upwards, there’s no shortage of opportunities to land a call or contact centre role with s1jobs, whatever your background and experience.

But once you’ve landed your top job, don’t get too comfortable.

Small_Call_1This is a sector that’s changing fast and you’ll be expected to change with it.

To get you up to speed here are our predictions for the call centre of the future.

 

Super Agents

Just knowing your own stuff will no longer be enough. Advanced technology will allow you to scan for colleagues who can help, while still on the call to the client. So you’ll be able to pull in specialist advice without having to pass your caller on to another agent. So tuck your vest into your pants and start working on your super powers.

 

Wonder Webchats

This is where it’s going to be at. Phone calls and emails are still important but live webchat is fast becoming a top choice for customers. But don’t imagine you’ll be dealing with one customer at a time – you could be juggling half a dozen different webchats simultaneously, so you’ll need to be sharp in order to keep the threads straight and not mix your messages.

 

Awesome Answers

Customer satisfaction will take precedence over call-handling time. Forget about being on the clock – complex problem solving will be the goal of the agent of the future. Getting it right first time is the goal and that can take time. You’ll need to be dogged in pursuit of answers and committed to clearing up concerns.

 

Top Teams

Homeworking? Don’t expect to be wearing your slippers any time soon. Some call and contact centre staff do work from home but the majority prefer the office. The technology exists to cut out the daily commute, but this role is all about teamwork and community. Nothing can beat Cake Friday or going out for a drink with your colleagues after work. People just like being together.

 

Excellent Employers

Companies care now but soon they will decide sitting is unhealthy and invest in standing desks to keep staff on their feet. With all the demands that will be placed upon them as the skill requirements of the job grow, there will be a growing emphasis on keeping everyone healthy, hearty and happy.

 

For all the latest Call and Contact Centre roles visit s1jobs.com