Contact Centre
Overview
Contact Centres provide customer service, sales, market research, collections, help-desk and quality assurance services spanning across industry sectors, such as Telecommunications (3%), Government (6%), Manufacturing (2%), Banking & Finance (19%), Transport & Logistics (8%), Healthcare (7%), Hospitality (5%), Training (3%) and 3rd party / outsourced vendors (47%).
Contact centres salary ranges from $1,800 to $2,400, with minimum education qualification from N-, O-, A-Level to Diploma and Degree levels. Due to the nature of the industry (e.g. banks and hotels), some contact centres run on 24/ 7 basis. Therefore there is a need to always have agents on the line, 24 /7, weekends and public holidays.
What are some key skills that a prospective contact centre employer looks out for in a candidate?
- Strong language and communications skills
- Strong written skills (for emails, live chat etc.)
- Working with technology equipment and software
- Multi-skilling competence
- Ability to extract the client’s request from complex information
- Problem-Solving skills Empathy & Listening Ear
A customer service officer (contact centre) can look forward to career progression vertically (agent to senior agent to the team leader) or horizontally (human resource, quality management, training etc).
Examples of Career Progression:
| Management Path | Team Leader / Supervisor, Manager |
| Human Resource Path | Recruitment, Benefits Administration |
| Information Technology Path | Project Management, Systems Administrator, Maintenance Assistance |
| Customer Experience Path | Quality Management, Customer Satisfaction, Process Improvement |
| Training Path | Trainer, Curriculum Developer |
| Workforce Management Path | Business Analyst, Forecasting / Scheduling |
Information from e2i-CCAS Industry Preview Presentation on 13 November 2016
How does e2i support the Contact Centre industry?
FOR INDIVIDUAL
Job Matching
1. Spanning across 2 years, e2i has worked with contact centres such as HSBC, M1, Starwood Customer Contact Centre, Teleperformance, Comfort Transportation etc. providing over 600 vacancies.
2. 3 career fairs are conducted annually to target individuals looking to explore career opportunities in the Contact Centre industry.
