A customer service call center is typically a centralized location that houses an organization's phone call service staff. Depending on the size of the organization, a customer service call center can range from a small office providing space and equipment for one or two employees to several buildings accommodating thousands of customer service professionals as they speak with the organization's customer base. Regardless of size, the customer service representative for any organization plays a critical role in that they are the voice of the organization to the customers with whom they are speaking. As the voice of an organization, a representative is expected to be knowledgeable, polite and helpful during every interaction as customer satisfaction and retention are paramount.
To ensure a representative is knowledgeable, an organization typically has some form of training period that is normally completed shortly after hiring a new employee. Training specialists cover all of the organization's policies and procedures for handling customer inquiries and begin to introduce the new representative to the daily work life in a customer service call center. In accordance with the scope of a company's business dealings, the training period may last anywhere from a few days to several weeks with the ultimate goal of equipping the new representative with the tools to successfully and professionally handle his or her first customer interactions. To better serve this purpose, a new customer service representative will spend time sitting with and listening to seasoned representatives as they serve the organization's customers.
After the representative has gained the required basic knowledge of an organization's business model it is time for them to apply their own personal touch as they begin interacting with customers. Common courtesy and professionalism should come naturally as a representative interacts with customers as this will facilitate good communication between the two parties. In a customer service call center, not all interactions are easy as some customers may be upset or even angry at something that has happened between them and the organization. Some customers may even feel attacked and lash out at the phone representative where it will be important for the representative to remember that the customer does not really mean to attack but is upset about something that they perceive to have been done to them.
When knowledge and professionalism meet within the customer service representative, the potential for great customer interactions occurs and the representative becomes a valuable help to both customer and organization. However, if a customer calls with a concern and the representative lacks the knowledge concerning the customer's issue and procedures in place to correct the issue or doesn't tactfully deliver the solution then the relationship between organization and customer is in jeopardy.
Unfortunately, the success of some very solid organizations has been lost on the quality of it's customer interactions and has forced some to call center outsourcing but thankfully many organizations now realize that we are all customers in some shape or fashion and therefore implement sound practices to promote a professional representative and a world-class Customer Service Call Center.