Working in a Customer Management Center or in a modern Contact Center specialized in CRM and ubiquitous marketing, seems like an easy job, but it is not.
Unless it is one of the old systems of the mid-twentieth century, which still exists in many places in the third world, that is, the so-called "garage call centers" formed by cabin-type divisions, with a manual telephone and sometimes a computer: Paper in hand, pencil and a "supervisor", a foreman type yelling and encouraging the best salesmen.
The world changed, forever. The era of information technology and ICT communications is present in all activities of human endeavor.
Today, a high-tech contact center or contact center and its tools, although they make the agent or telemarketer's action pleasant, also require concentration and hard work from him.
The modern control systems management produce accurate metrics of individual work and group; This is how the first thing they control is the agent's efficiency, understanding in this the fact that they cover the entire base assigned in the out bound, according to the standard or average of the campaign. Thus, if a telemarketer or agent is assigned 150 calls of 2.5 minutes average in his daily shift, it will be said that he reached 100% efficiency, when he finishes making this number of calls, regardless of the result of the calls. But this is only the first control. Others come such as efficiency, effectiveness, quality of management, average times, warm voice, readiness to service, monitoring of protocols and scripts, etc., etc.
The mere fact of using a computer skillfully, typing without seeing the keyboard, having high concentration, knowing how to listen correctly, not getting tired seeing the screen, assuming the claustrophobia of the cabin and withstanding the overwhelming pressure of a true Management Center, is really something more complicated than it seems at first glance. It requires a training process and a training process, high doses of concentration and many desires for improvement. We are not talking about the telephone operators of yesteryear, nor the telemarketers of garage call centers. We refer to true experts in distance marketing, that is, telemarketers. A whole profession. The profession of the future. Are you really ready to take on such a challenge?
Lastly, the subject of the supervisor of a specialized Management Center or Contact center is not mentioned. It's not about the foremen of yesteryear. It is an entire profession that requires a body of EXPERT KNOWLEDGE, which is difficult to achieve as such in educational institutions in the Latin market. We at Asellerator have developed a training system for what we call " Head of CRM Contact Center " and the truth is that it has been an arduous journey. We work with the aspiring heads of the Management Centers of various types of companies, a 200-hour program, which with practices extends to double and during 3 arduous months, we try to "become" a real Boss or supervisor of a new center of management:
Someone who has mastered the concepts of marketing and CRM, operations, technology, statistics, human resource management and many other vital issues when it comes to managing clients through the proper use of information technology.
www.asellerator.com
