Take five - Patricia Koning
Each month, Call Centre Helper talks on your behalf to a range of individuals from the world’s contact centres to find out how they believe the industry has changed and what advice they have for those entering it for the first time. This issue, we’ve interviewed Patricia Koning, customer care and quality manager at outsourcer ComXo
How have call centres changed since you started working in the industry?
“Be willing to learn and never lose your sense of humour”
Whilst not exactly using quill and papyrus, when I started 16 years ago there were companies who took messages for clients (with paper and pen) and relayed these either by the client calling in or by fax. In other words, there were no e-mails!
What do you think call centres will be like in ten years’ time?
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I think that they will be smaller units, with many organisations returning to the UK and concentrating more on good customer service and client satisfaction - thinking more of the caller as a person than an irritant.
Technology has made vast strides and in our operation more calls can be handled per operator, per day, without losing quality, than five years ago. Maybe there will be more technological advances in the next five years, but there must always be time for the human interaction.
What is the best aspect of your job?
My job at ComXo is customer care and quality manager. The best aspect is speaking to and meeting with our clients and helping them with any problems. Having been here so long I know most of them pretty well. Because of this there is a trust there; they know I am always happy to help in any way I can.
We set great store by our customer care and everything is done to maintain regular contact with clients. We all belong to the team, whichever department we work in. It is an ‘we all work together’ ethos to create exceptional calls and to look after our clients in the best possible way, whether it be a two-man consultancy or a global institution.
Based on your own experience, what advice would you give to those entering the workplace for the first time?
My advice to anyone entering the workplace for the first time is: be willing to learn and never lose your sense of humour. No matter what one’s age, something new is learnt every day and life is very dreary if we can’t have a laugh. If all else fails, laugh at yourself.
In addition to this, look at the workplace environment - does it look a happy place? Look for a company that is willing to give you ongoing training, one-to-ones with your team leader and every opportunity to progress. Also find out if there are any social and out-of-work fun activities. It’s good to meet other colleagues away from the workplace, people you don’t normally meet on a daily basis.
For our part, ComXo has a progressive work plan for employees and ongoing training. Forum meetings are held where each department is represented, bringing to the table their colleagues’ suggestions. We also have several social occasions throughout the year, to some of which partners and families are invited.
What book or professional course would you recommend to others?
I’d really recommend “ZAPP! The Lightening of Empowerment”. It’s about improving your self-esteem, knowledge skills, support and coaching; acknowledging there is a problem, what it is, why it is a problem, and working out a way to solve it. It also covers how to listen, the concept of sharing thoughts and feelings, asking for help if needed and the importance of keeping on learning.
It is written by William C Byham PhD with Jeff Cox and published by Random House.
Patricia Koning, customer care and quality manager at outsourcer ComXo
Tel: +44 1753 710430
Website: www.comxo.com
