Our customer service jobs are predominantly with Contact Centres’. A Contact Centre is an operation that has centralized the customer-facing activities of a company into a single location. It is common for large and small companies to centralize the operations of multiple countries into a single EU location.
Why do companies centralize their operations?
A company that has chosen a single location to support their customer operations is normally more efficient. Rather than operating 18 companies in 18 countries with 18 legal jurisdictions they can now support these activities in a single office. A larger team allows them to streamline their processes, workflows, systems, targets and offer better training.
What type of customer operations are centralized?
Only activities that can be supported remotely are centralized. Customer Service, Order Management, Reservations, Content, Moderation, Quality Assurance, Workforce Management and internal operations roles are the most common positions.
What kinds of tasks are involved in a Contact Centre role?
Historically, contact centres’ were known as call centres and they received and made calls to customers in order to assist them with their queries. Over the years the call centre has transformed into a contact centre where they now utilize multi-channel solutions to support their customers.
Contact centres’ now support customers through social media, instant messaging, in-app, email and phone to deliver the best service to their customer. The advancement in technology solutions available to contact centres’ has meant that the customer service roles require far less voice work than previous but increased written communication and follow up to customers.
Examples of companies that centralize customer operations;
Google, Facebook, Netflix, Apple, Uber, Amazon.com, HP, DELL, IBM, Symantec, Intel, eBay, Paypal, Tesla, Cisco, Microsoft, Pfizer, Merck, Shell, British Airways, KLM, Ryanair.com, ASOS, Burberry, Opel, General Motors, Aston Martin, Vodafone, Visa, Mastercard, American Express, Exxon Mobil, Johnson & Johnson, Nike & General Electric.