It was another strong week in the call center services industry, with new options coming up and markets continuing to expand.
When people talk about the continued growth of the call center industry, they still tend to overlook the personal effect that growth has on the employees that work in these call centers. One such story that shouldn’t be overlooked is that of Charmaine Lizarondo. Ms. Lizarondo was hired on to work at the call center managed by Transcom Philippines in 2010. Just three years later, the woman who started out as someone who would take customer’s phone calls is now the operations manager for the Transcom Barcolod City call center. Transcom points to this particular case as proof that the call center industry is as good as any when it comes to making a successful career. Lizarondo rose from the ranks of call center agent, to team leader, then operations manager and finally senior operations manager. This kind of rise through the ranks also underlines the industry’s new-found desire to emphasize that proper training is paying off as well.
As the call center market continues to expand and grow, some call centers are finding they can serve even more purposes than merely helping to answer questions. One call center, located in the United Arab Emirates, has added the ability to let customers actually renew their seasonal parking cards. The RTA’s call center lets people who have category A and category B parking cards renew right over the phone. In order to do this, the customers must submit their vehicle’s plate ID and the credit card numbers they are using to pay. This cannot be done using an Internet form, but must be done by actually calling into the center. By providing this kind of information over the phone and in person, the contact center knows that the person they are talking to is the person who is the owner of the vehicle and that they have their payment information handy.
Gamification the latest rage in call centers and across the business world, much to the chagrin of some actual game designers. Since jobs like customer service can be tedious and/or stressful, the idea behind gamification is to make the job (or portions of the job, like training) about something bigger – a quest – with rewards for undertaking the quest. The idea is to work these principles into the internal software and communication channels at a company to inspire a sense of competition and motivation. After all, we save yogurt tops and airline points for rewards, why wouldn’t it work in business?
For more information on gamification and other innovations in the industry, be sure to visit the call center services homepage daily.