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Outbound Call Center Services

Planet Call Center

Planet Call Center

By | Call Center Support, Inbound Call Center Solution, Outbound Call Center Services, Uncategorized | No Comments

Ask you walk through the hubbub of a call center, you will find agents engaged in a variety of activities, working hard in an upbeat atmosphere. There will be agents making and receiving calls, a customer service representative leaning back to consult a colleague on a unique case, and a small group huddled around the coffeemaker discussing hot leads they’ll be chasing this week.

Working in the same environment, with the same KPIs and the same shifts that are diametrically different from typical 9 to 5 office hours, call center agents develop a unique culture—the Planet Call Center.  

Camaraderie

Late night shifts in the dead of winter, seeing the same agents day in and day out, having similar job descriptions, and relying on each other’s knowledge and experience builds camaraderie that usually translates into lasting friendships. Sharing amusing anecdotes about customer interactions during lunch breaks and comparing notes on how to deal with certain cases builds a culture unique to a call center. This is as opposed to any other office environment where every person specializes in his or her area of expertise, with a faint idea of what the others do.

Call Center Culture Builds Camaraderie

Shared Jargon

Call centers have industry-specific terminologies that are widely acceptable and used extensively in everyday interactions. Usage of ubiquitous call center terms like AHOD creates a language of their own, solidifying the feeling of a bubble surrounding the call center. This call center jargon becomes so innate to agents, after using it in a range of circumstances with different customers, that it spills over into their everyday lives. Even when meeting outside, discussions of handling times, newest campaigns, and FCR rates create a coterie of agents quite distinctive from other office colleagues.  

Hard Work and Positive Atmosphere

With an upbeat atmosphere, call center agents work hard for rewards, benefits and bonuses. Depending on the direction of call center traffic, their motivation may be different. A call center operator providing outbound call center services may be primarily driven by competition for greater sales while an agent handling the brand’s inbound call center solution would be focused on solving problems.

Diverse Interactions

Not only is the call center workforce typically very diverse—with people of all genders, ages, educational and financial backgrounds and religions—each customer service representative deals with a range of customers over his or her career. This cultural diversity becomes so familiar and each call center operator has such widened horizons that the outside world seems slightly alien, with a relatively homogenous populace and informal interactions.

Cultural Diversity epitomizes call center communications

Using Second Language

Talking in a professional manner throughout the shift creates the call center bubble. The call center is even more of an isolated planet in areas where customer interactions take place in a second language that is not that predominantly spoken outside the walls of the center. Once agents walk out of the center, readjustment into the outside life takes a minute but then due to their training, they are more equipped to deal with the daily pressures they encounter in life.

Interpersonal Interactions

The comprehensive interpersonal communication training given to a customer service representative changes his or her daily interactions with everyone for the better, engendering empathy and a helpful attitude.

The IdeasUnlimited Experience

At IdeasUnlimited, we have both physical call centers in the Philippines—where agents come in to the center to work—and remote teams handling call center support for other projects. It does not take long for the planet call center effect to come into play in both situations, where agents work hard and support each other, the jargon becomes generic usage, diversity becomes acceptable, and a positive culture is promulgated.

We are proud of promoting a positive, hardworking culture where excellent performance is rewarded, communication skills honed, and the planet call center values upheld, broadening the personal and professional horizons of our agents.