“If you’ve been in contact center industry for more than five years, then I assume that you’re either completely ignorant to the concept of virtual customer service jobs or are not really benefiting from it.” That’s what I hear from my contacts every time I talk to them. And I hear this from many other contacts. Still, there’s no denying that these jobs are here to stay and that they are changing the way businesses are done. In fact, they are changing the very face of contact centers as we know it. Let me tell you why.
Let’s say you need virtual customer service jobs. What do you do? First, you decide that you want to become a virtual assistant.
You enroll in a contact center training course and pass the certification exam. Then you train yourself in the business. The contact center training program teaches you the skills you will need to be a virtual customer service provider (VA). You learn how to make calls, manage the customer database, set appointments, give presentations, etc. There’s plenty to learn if you choose to pursue a career as a VA.
What happens once you get certified? Well, if you are a VA, most employers just need you to take phone calls. But that’s only half of the job. If you’re a virtual assistant, your main focus has to be on meeting the customer’s needs. You can’t just put a smile on the end of their faces; you have to solve their problems, too.
So, what does that mean to a contact center? In a word, it means better customer relations. With better customer relations, call center employees are less stressed and more satisfied with their work. That, in turn, improves the quality of customer service. It’s that simple.
Of course, learning how to become a virtual assistant isn’t the only thing you can do to improve your chances of success. Another good skill to have is an understanding of how the contact center operates. Since most virtual services are now Internet-based, employees need to know how to use the computer and Internet to help solve problems. Knowledge of how the system works is very important to a virtual customer service professional.
In addition to better computer skills, an employee also needs to be familiar with the company’s tools. It doesn’t matter if the call center is working on phone lines or email lines: The same tools are used. Customer service agents should know how to use all of them. A good training program will teach new hires how to use the software tools and how to fix problems using them. These training sessions should cover not just the basics of using the system but also the finer points, such as how to track and trace incoming and outgoing calls so that they can be filed for follow-up.
One more thing that is important to virtual customers is customer service. This is not just a generic type of customer service but rather one that are specifically geared toward customer service on the telephone. When you can walk a person through a problem with ease, that person will feel better about doing business with a certain company. That means having a better experience when he or she does call.
Customer service is a key component to virtual customer service and it is even more important when the call center is operating online. The Internet, of course, offers many things beyond calling. It allows customers to search for answers to their questions and it offers them a means to communicate directly with a company. In both cases, a company’s ability to provide quality customer service is important.
Training people who work at these centers on handling telephone calls is important too. Many people who work at call centers handle calls from the office, which means that they do not have the familiarity with the computerized voice that most people have when they call. There is always the chance that an angry customer could be frustrated because of a lack of knowledge.
All of these elements mean very much when it comes to virtual customer service meaning that companies are taking more care than ever in how they treat their customers. While some companies still treat their customers poorly, many more companies are striving to make virtual customer service a top priority. In the end, it means business for everyone involved. If you care about virtual customer service meaning it actually matters, then you need to start training your employees right away.