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Customer Service and Returning to the Workplace

by David Baren, 1-800 We Answer - April 7, 2014

Customer Service and Returning to the Workplace by David Baren, 1-800 We Answer 

Like the rest of the US economy, the Customer Service industry is enjoying a resurgence and offers great opportunities for individuals re-entering the workforce. Call centers and answering services, the companies at the core of this industry, attract those dedicated to helping others and are a great fit for workers who after a period of absence are rejoining the workforce.

As the economy improves, the growing Customer Service industry is rehiring American onshore workers. Tax incentives, and poor offshoring experiences are creating a positive environment for US workers who are returning to work. Employees returning to the work force after taking maternity or family leave, extended disability leave or after completing career training or a university degree offer new perspectives gained from their experiences.

Hiring those familiar with the customer service industry makes sense as their customer service skill set remains intact. Call center managers find rehiring to be extremely cost effective. Agent training time is significantly reduced when former customer service representatives are hired back. Ordinarily a new hire would require a minimum of a weeks training as well as one on one instruction. Hiring back previous employees substantially reduces this time by up to 50 %. Case studies reveal that assigning agents to accounts within industries they have previous experience results in a steeper learning curve and optimal results. Re-entering familiar environments, these employees improve morale and contribute to a more effective and productive company.

Employees experienced in service industries such as hospitality, tourism, food and beverage offer unique insights in administering accounts servicing companies within those industries. Adopting the right tone is critical in managing customer requests and when acting as businesses' representatives, familiarity with the customer base is a big advantage. Corporate Administrative support employees are especially desirable in the customer service sector as they communicate well in corporate business language and understand the necessity of expediency a key ingredient to success.

Retail workers are adept at product promotion and customer conflict resolution. Employees with experience in medical office administration are able to compassionately interact with patients; they are familiar with HIPAA guidelines for patient information protection and privacy. These employees are able to assist with many aspects of customer service.

Despite the varied backgrounds the ability to communicate clearly and manage the intake of information in a timely, accurate, and considerate manner is a prized skill set and is extremely beneficial to all customer service industry employees.

In recent years the telecommunications industry was counted among several industries that experienced dramatic swings in employment figures as the economy faltered and the industry trended towards off-shoring. As the economy grows, call center managers are able to rehire former employees and other prospects that are dedicated to and have the necessary skill sets to provide outstanding customer service support to an expanding consumer base.

For more information and a free consultation on the benefits of communications outsourcing contact 1-800 We Answer Call Centers President and CEO Robert Porter on 212-868-1121, or email rob@weanswer.com., www.weanswer.com








 
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