Serco is a provider of public services across the UK and worldwide. We work as trusted partners, dedicated to providing customers with the best possible service.
A customer care agent must always place customers’ wishes before their own. And we all know how people can lash out at telesales agents. All of this, while you’re simply doing your job. But it’s fulfilling too. What better feeling is there than hearing a satisfied customer thanking you for solving a problem? With the necessary skills each call may be a little easier and end with both you and the client smiling.
I worked as a Customer Advisor. The team was friendly and always there to assist with any issues. My interview process was very swift and straight forward. I would recommend them to anyone.
They have lots of work and good pay rates. I personally have never been stuck without any work and all office staff are very professional - it's a good place to work.
Don’t expect everything to go smoothly and when they don’t, be prepared to take a while to get to the resolution:
To experience job satisfaction, you need a realistic expectation of what’s to come. And in all these possible scenarios, patience is essential.
Note that listening goes one step further than hearing. View each word you hear on the call, as a clue to solve a mystery. This requires attention to detail and taking in every word:
A smart tool is to have pen and paper ready at all times, so you can take notes while you listen.
And what if you realise what the person needs? Are you able to change the situation?
Yes, sales and customer services involve set rules & guidelines. But don’t hide behind these or let them limit you. Be creative. When you see a solution, act on it. That’s how you really help and taking initiative transforms a call agent into a manager.
You can see all these tasks go far beyond following a scripted dialogue:
It will be wise to practice these actions before entering your first contact centre job. You don’t want to feel flustered on that first call.