In the past, many organizations chose to offshore call centers with the aim to reduce overhead costs, but many of these companies have experienced complaints of poor customer service as a result. Low customer service satisfaction has prompted a shift to the homesourcing model, where companies are choosing to move call centers back home and use domestic home-based agents.
Many businesses are now realizing that great customer service is an investment worth making. Home-based call center agents tend to be more highly educated and experienced and are generally less stressed and more focused on meeting callers’ needs.
Home-based call centers open up a world of opportunities for stay at home moms, students, disabled employees and others who are unable to work a typical full time job. Remote workers welcome all of the benefits and rewards that come from working at home.
Sounds Interesting… Can I be a Customer Service Agent?
Customer service agents are always ready and willing to lend a hand and help others out. They are positive, outgoing, smart and motivated individuals just like you! If you have strong communication and computer skills, some customer service or call center experience, and a high school diploma, you’ll be a shoo-in for many of the customer service positions.
Being a customer service agent means you’ll also need to set up a home office. The first thing you’ll need to purchase is a disco ball (just kidding). Actually, you probably have most of the requirements already. You’ll need a landline phone and a high speed Internet connection, a corded headset, and a computer that meets all of the company’s specifications. Pretty simple, right?
Okay, I have what it takes. Now, what does the job entail?
As a customer service agent, typical daily tasks include answering customers’ calls, e-mails and instant messages on behalf of your client. Customers will contact you for various reasons, such placing orders for products or services, asking questions about those products or services, or inquiring about orders that they have already placed.
We all know that customer service can be a difficult job at times. Every now and then, customers become displeased, upset and emotional. There’s no need to be nervous. Once you’re hired, you’ll receive training that will help you to develop the important customer service skills which will prepare you for listening effectively and handling difficult customers.
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