The world of work as we know it has changed forever due to the COVID-19 crisis of 2020.
Due to the latest Government restrictions and closures of non-essential services, social distancing, and self-isolation – more people than ever need to connect with services (and work) from their home bases.
At Citrus Group we want to play our part to ensure our contact centre industry is stronger on the other side. We want to give people hope and opportunity in the months ahead. It is devastating to see so many without jobs, and many without prospects. The Government’s $130 billion wage subsidy scheme – JobKeeper – is a crucial initiative.
Australians need jobs here in Australia. We have increased our recruitment outreach, and in these past weeks we continue to fill hundreds of seats as we assess and deploy candidates. We note the big increase in numbers required by banks, supermarkets, emergency services and the like.
Why not consider a job in a contact centre? Full-time or part-time – any age – we will try to find a position which is right for you.
Here’s one man’s story – let’s call him Bill – he seized an opportunity in a contact centre and has launched a career in customer service.
It could inspire you to consider a career in customer service!
Q: What did you first think, when offered a chance in a call centre?
A: Chance to make money, grow my skills, meet new people.
Q: What skills did you need?
A: Confidence and a positive attitude. Also, a small amount of computer literacy – the training helped me get up to speed.
Q: How important is the training?
A: Very. System, sales and product training were all hugely beneficial. If I ran into problems, we had the support of ‘team leaders’ who would answer questions and concerns.
Q: What did the call centre experience teach you about customer service?
A: Being patient with the customer is key. Customers can be upset/angry/irritated/frustrated, but as soon as they speak to a competent, calm person they are very likely to change their tune and come around. Also, a lot of customer issues are self-inflicted. It may be the technology. It might be caused by the company or an employee, but in reality it’s often a human error from the customer.
Q: Is the first call the hardest?
A: Yes, it’s like anything else when you are new to it. Stick with it – practice and repetition is the key.
Q: What was it like taking the first call?
A: Quite an adrenalin rush. I was fumbling around the system + product list, but the more I did, the more I managed to get through it.
Q: What is the key to success in a call centre?
A: I put it down to four (4) qualities:
Q: Any helpful insights for staff and managers in call centres?
A: Patience is important, everyone develops their skills at their own pace. Keeping positive is key, you will receive a lot of rejections (if the role is sales-based), so perseverance and repetition are crucial.
Q: Your advice/insight for someone – of any age – who’d consider working in a call centre?
A: If it’s a sales-based role, you get out whatever you put in. If you’re driven and keen to do well, then you will.
Q: Is it something for anyone?
A: No, it won’t be everyone’s cup of tea. But it might surprise you!
Footnote: A couple of years later, Bill (age 25) has found himself in another city with a great new role leading a Customer Service team.
Bravo Bill. And thumbs up to Aussie call centres, kick-starting great careers!
For more information, contact us at Citrus Group Pty Ltd
PH: 02 8203 5760