Working In A Call Centre: Everything You Need To Know

Call centres may seem like an outdated practice, but play an important role in customer service outsourcing. They have also shifted from traditional interactions via hotlines and now include email and live chat support services.

Call centre companies UK provide an array of services and a company can outsource CCTV monitoring services, telemarketing, and lead generation services to a UK call centre. Since a call centre requires several reps to handle inbound lead generation as well as outbound lead generation, there are several job opportunities in the sector.

If you are planning on working in a call centre, this is what you need to know.

What is a call centre?

A UK call centre handles inbound and outbound calls with customers. As mentioned above, they traditionally handled interactions over the phone but have now extended their services. Call centre companies UK can offer a range of services, including telemarketing and live chat support services. A company may also outsource CCTV monitoring services to a UK call centre and call centre outsourcing is no longer limited to inbound lead generation and outbound lead generation.

Call centre companies UK use various tools and software to improve their services and increase efficiency and customer satisfaction.

Customer service outsourcing can include both inbound and outbound lead generation services. Inbound lead generation and calls are where the customer initiates contact with the UK call centre or live chat support services while outbound lead generation is where the call centre initiates the interaction with the customer.

During the time of contact, however, the customers are potential customers and lead generation services like telemarketing aim to turn them into leads and later paying customers.

When working in a call centre, you will be trained in certain areas so that you will have the skills and knowledge to resolve specific issues or provide information on products and services. Since a UK call centre links the customer with the company, a call centre rep will be required to have several skills like clear communication, patience, and perseverance.

Duties at a call centre

Call centre outsourcing includes several services and companies may use call centre companies UK to outsource CCTV monitoring services, live chat support services, and lead generation services. A job at a call centre will thus cover various areas and consist of several duties.

One of the main tasks you will have at a UK call centre is to help customers across different channels and mediums. Inbound lead generation as well as outbound lead generation can take place over various channels. Telemarketing, for instance, can be in the form of a call to action, survey, telesales, and emails.

From over-the-phone interactions to social media to live chat support services, you may find that your responsibilities cover various customer service channels. Depending on the channels you will be helping customers through, you will find that certain customer service skills, like reading people and using positive language, will allow you to be more efficient and productive.

Of the skills that are useful when working in a call centre, you will find that communication is one of the main skills. Your job in customer service outsourcing will require you to communication solutions and information to customers in a precise, thoughtful, and clear manner.

You must also personalise solutions by being attentive to the individual customer’s experience and requirements. Telemarketing and other lead generation services as well as live chat support services often fail because they are not personalised to suit each customer.

When working in a call centre, you will be required to personalise solutions to suit each situation as well as take quick decisions during unexpected situations that may not have been included in the guidelines provided to you by the UK call centre.

The use of positive language is encouraged by call centre companies UK as they play a role in the persuasion required in lead generation services like telemarketing. However, positive language and a cheery tone can also increase customer satisfaction. In an instance where a customer is irritable and difficult to satisfy with a solution, a positive and cheery tone can make a huge difference in how the interaction is carried out.

Your duties at a UK call centre may also include require skills like flexibility, attention to detail, and knowledge retention to provide solutions to the customer while also meeting company goals and objectives.