Managing and Working with People
Job Title: Inbound Customer Contact Agents
Company: P.D Contact Centres
Department: Customer Services
Reporting to: Customer Contact Team Leader and thereafter Office Manager
Location: Central Scotland
Salary: £15,500 (with bonus to those who meet target)
Hours: Full time (35-38 hours per week). Flexibility required regarding working hours as shift work is desirable. Phone lines must be manned between 8am and 9pm Monday – Friday and 9pm – 5pm Saturday and Sunday.
Probation: 12 weeks
Holidays: 28 days per annum (20 statutory; 8 bank holidays) with option to purchase 5 extra days
Benefits: Pension and Medical Insurance
Job Purpose: The main purpose of the role is to receive and process communications via the telephone from clients ensuring that a high standard of customer service is provided at all times.
This is an example of an Agent's daily plan. Times and order are subject to change as all Agents work on a rota to ensure phone lines are covered at all times.
09.00 – 09.30 Morning Brief Meeting
09.30 – 12.30 Inbound Sales Calls
12.30 – 14.00 Break
14.00 – 14.30 Paperwork
14.30 – 17.00 Inbound Sales Calls
17.00 – 17.30 Paperwork
Duties & Tasks
• Attend Morning Brief Meetings
This meeting takes place every day in the Boardroom, with all Contact Agents and Team Leaders in attendance. This usually takes place at the beginning of the working day (or afternoon, depending on the shift of the Agent) to prepare the Agents for their working day ahead. The meeting is set up to provide and discuss targets, performance of the previous day and problems which occurred the previous day. The Team Leader will discuss targets with each individual and ascertain if the Agent is reaching their targets. If the Agent is meeting/exceeding their targets, they will be asked to provide examples to the other...