In today’s business world, customers want immediate responses and timely results for a variety of inquiries. Whether by phone call, mobile SMS or email, the client expects an answer in a prompt, professional manner, without sacrificing quality of service. The success of a business may just depend on the call center agents’ customer service skills. Businesses’ revenue are directly linked not only to the quality of products and services offered, but also to the ability to attract and retain customers; availability and efficiency of customer service is definitely an important factor when building a customer base.
Contact center professionals work in a surprisingly demanding field, for a variety of reasons the work can be tiresome and stressful. It is a job that can be draining, as agents are often the first point of contact for customers that might be disappointed or irate. Agents need to keep motivated, maintain intensity and be persistent to make sure that the same level of attention and service is given to each client throughout the day.
Normally, an agent’s sole duty is to engage clients: in a call center he or she collects, manages and disseminates all incoming/outgoing communication and media traffic as needed. How agents perform these particular work responsibilities can have a positive or negative effect towards the objective of retaining customers and fulfilling the needs of the business, like promoting and selling a product or service. Therefore, the agents’ role is vital for company expansion. They ought to be prepared to respond efficiently to a forecasted level of call traffic routed via multi-channel communications ensuring contact center operations run more effectively and efficiently.
A challenge for today’s businesses is to ensure that call center facilities are sufficient to handle in the best possible way clients’ contact. A quality contact center needs to engage with clientele using one of many technological solutions, thereby, to lift CRM (customer relationship management). Then again, it takes employing enough workers to perform the assigned tasks and interact with the customers in a timely, effective way. Balancing quality with the inevitable costs is often the real difficulty for customer-centric companies.
According to a post released yesterday on bizjournals.com, New York City-based iQor, a call center company located in Cheektowaga that runs customer service call centers for businesses, is about to “[hire] 125 new workers at its Buffalo site to meet client growth in its accounts receivable management division.” Buffalo Business First reports that this is the second time in less than a year iQor has announced new jobs; previously, the company sought out applicants to provide technical support or billing inquiries for some of America’s best-known brands. In a news release, the company says the new call center hiring, this time around, will support a major utility client.
The post tells there will be a job fair soon; it is slated for June 3 at the company’s Dick Road facility, Cheektowaga, New York. All interested in the job are encouraged to apply. iQor Inc. is a global company with 32,000 employees in 17 countries; it provides third-party collections, accounts receivable management and customer service.
Unfortunately, it’s not always good news in the contact centers world. The job openings at iQor now follow news in April concerning layoffs at a separate call center company in Amherst: Primary Financial Services LLC, a collection agency, which will eliminate 121 jobs in July when it shuts down its John Muir Drive operation. Unhappily, due to “economic” reasons, the company has to close its doors on July 11. On the positive side, the call center adding 125 jobs in Cheektowaga, should bring encouraging news for those employed at Amherst as Cheektowaga and Amherst are only minutes apart (by car). They and any other New Yorkers that would like to work at a call center can take the opportunity to attend the job fair to apply.