Technical Skills in a Contact Centre
25 May 2017
If you have gone to university to study towards an IT or technology-based degree, chances are you probably have never considered a career in a contact centre. It probably seemed like there would be no opportunities for you to put your hard-earned degree to good use.
However, this is not the case. Contact centres offer career paths in roles such as MI Analysts, Operations Managers and Resource Planners – all of which are highly technical roles that require a specific set of skills. These tend to be support roles within a contact centre and are another option for those with technical degrees who are looking to be employed in the field in which they studied.
Statistics, data, analytics … These will all be part of a typical day. Contact centres are increasingly finding that they need to adapt to the digital environment, meaning highly skilled roles are able to flourish.
Contact centres process many customer requests throughout a day. To ensure that customer-service representatives are interacting with clients in ways that serve a company’s best interests, technical, analytical members of staff are required.
Establishing and maintaining digital contact channels is set to be a big challenge for contact centres, as customers look to ‘live chat’ or ‘messenger’ functions in order to seek out advice. This will mean that companies will have to invest in the appropriately skilled staff to pursue this avenue of service. Digital channels will need to be updated and maintained; and team leaders or managers are also likely to require data and analytics from these platforms.
MI Analyst positions are another example of niche roles within a contact centre. These typically sit alongside the Resource Planning team and will use SQL server analysis to produce reports by drawing data from a networking hardware database. Microsoft Excel and Access experience is key, as well as experience of using VBA and Tableau, for example.
Resource Planning Analysts are primed to deliver detailed tracking of FTE and demonstrate a clear understanding of shrinking trends and WFM solutions.
These highly skilled roles require excellent relationship management skills – not to mention the ability to explain systems effectively to non-technical employees. It’s all about the attention to detail; proving that you can work analytically, logically and systematically. The ability to work under pressure and to tight deadlines is also crucial, owing to the fast-paced nature of a contact centre environment.
These types of roles are well-paid, with plenty of opportunity to progress your career, and it ensure that you will not lose the skills set that your studied for.
Contact centres are actively looking to recruit graduates or candidates with niche skills sets in order to keep with the demand. Scotland currently has the most contact centres in Europe – and this is only set to grow.
If you would like to discuss technical roles within a contact centre environment, I would be happy to chat with you confidentially about a number of opportunities I have available. Click here to see my details.
Written By Cheryl Stobo