Dear partners!
Today we’ve decided to tell you about the peculiarities of call-center work in Kiosk IT System Trading LLC company. The staff of the contact center do not leave without attention a single income call. The listen to every client and help to solve any problem. We have interviewed the head of call center of the company, Darya Filyanova, about the work of this department.
Interviewer.: Good day, Darya! Thanks for your finding the time to talk. Tell me please, what does your department do?
Darya.: Good day! My department processes customer payment requests using the NT.Payments system, and also provides information and preliminary technical support.
I.: How long have you worked in the position of the head of call-center?
D.: I have been working in the company for about 1.5 years, and about a year on the spot as the head of department. During this period we have had a long journey from receiving calls on a single telephone to becoming a fully functioning department where we already have six staff members.
I.: Darya, what attracts you to call-center work?
D.: It is impossible to give a short answer to such a question. When we get a spare minute, which rarely happens at a call-center, I always ask our operators to share their thoughts about the day’s shift and the working process as a whole. In our department, every day is different, everyday one or two clients’ calls are particularly memorable. Furthermore, our work is a dialogue with our clients, organizing the provision of services, and this means that our main goal is to help users of our payment system, which of course, cannot but give us pleasure.
I.: The company is growing and accordingly the number of calls are increasing. How do you deal with this?
D.: Our department can be called with complete certainty a “contact center”, as we are already receiving requests and calls from clients not only using voice communication channels, but also using email and “ticketing” systems. We have no intention on resting on our laurels. To provide higher quality services, we are trying to add additional channels to respond to our clients so that not a single request comes in without getting a response.
I.: “Someone who has never worked in this sphere might call it easy”. What is difficult about the work a call center operator does?
D.: The main difficulty that our operators have in working in such a multinational country as the UAE is that it is necessary to find a common language with people from completely different linguistic environments and also cultures. It is specifically for this reason we try to expand as much as possible our list of languages, which we are able to accept from clients.
I.: Darya, what is the nature of calls, which you have to receive? As far as I understand, they are both positive and negative?
D.: The large majority of calls from clients are calls related to the status of transactions for payments of functions and services, such as from local and international cell-phone providers, electronic wallets and the like. Furthermore, we fill in applications for technical maintenance of terminals, which are mainly sent in from outlet owners where our kiosks are located. The remaining calls are usually of an informative character. And yes, you are right, we sometimes have to deal with negative calls. However, our work experience in the area and our desire to provide a high level of service to our clients helps us to easily resolve these sorts of situations.
I.: Darya, tell us how you cope with conflict situations?
D.: For such situations we have developed a series of instructions to help operators move conversations with a clearly negative tone to a more positive one. The main emphasis is placed on the fact that the client is always right. Taking this principle into account, we are always able to find a way to resolve a problem with the greatest satisfaction for both parties, giving priority to the client’s interests.
I.: What languages do you have to use to work with clients?
D.: I receive calls from clients in Arabic, English and Russian. Operators also speak Urdu and Hindi. The current languages are aimed mainly at the Pakistani and Indian population. Furthermore, we can accept calls in Punjabi and Tamil.
I.: I’m curious about how long you studied Arabic?
D.: I studied Arabic for five years at Minsk State Linguistics University at the Oriental Studies department of the Translation Faculty. Furthermore, I was lucky to undertake training courses in Arabic in Damascus, the capital of the Syrian Arab Republic. Thanks to this exchange program I acquired invaluable experience in studying and living in a multinational and multi-lingual environment, which doubtless helped me to get used to the Emirates environment, even if it is strongly “European”, but nonetheless it is oriental.
I.: In your opinion what qualities should a call-center operator possess?
D.: When selecting personnel our main attention is focused on the ability of an employee to remain poised and polite even in the most unpleasant conflict situations. Furthermore, great importance is placed on the individual’s multitasking ability and ability to handle a large number of calls and requests. It is also important for an operator to have communication skills and speak well.
I.: Thanks to the workers at the call-center, users can easily find a resolution to their current issue. May your department receive more positive calls! It was nice talking to you!
Sincerely,I.: How long have you worked in the position of the head of call-center?
D.: I have been working in the company for about 1.5 years, and about a year on the spot as the head of department. During this period we have had a long journey from receiving calls on a single telephone to becoming a fully functioning department where we already have six staff members.
I.: Darya, what attracts you to call-center work?
D.: It is impossible to give a short answer to such a question. When we get a spare minute, which rarely happens at a call-center, I always ask our operators to share their thoughts about the day’s shift and the working process as a whole. In our department, every day is different, everyday one or two clients’ calls are particularly memorable. Furthermore, our work is a dialogue with our clients, organizing the provision of services, and this means that our main goal is to help users of our payment system, which of course, cannot but give us pleasure.
I.: The company is growing and accordingly the number of calls are increasing. How do you deal with this?
D.: Our department can be called with complete certainty a “contact center”, as we are already receiving requests and calls from clients not only using voice communication channels, but also using email and “ticketing” systems. We have no intention on resting on our laurels. To provide higher quality services, we are trying to add additional channels to respond to our clients so that not a single request comes in without getting a response.
I.: “Someone who has never worked in this sphere might call it easy”. What is difficult about the work a call center operator does?
D.: The main difficulty that our operators have in working in such a multinational country as the UAE is that it is necessary to find a common language with people from completely different linguistic environments and also cultures. It is specifically for this reason we try to expand as much as possible our list of languages, which we are able to accept from clients.
I.: Darya, what is the nature of calls, which you have to receive? As far as I understand, they are both positive and negative?
D.: The large majority of calls from clients are calls related to the status of transactions for payments of functions and services, such as from local and international cell-phone providers, electronic wallets and the like. Furthermore, we fill in applications for technical maintenance of terminals, which are mainly sent in from outlet owners where our kiosks are located. The remaining calls are usually of an informative character. And yes, you are right, we sometimes have to deal with negative calls. However, our work experience in the area and our desire to provide a high level of service to our clients helps us to easily resolve these sorts of situations.
I.: Darya, tell us how you cope with conflict situations?
D.: For such situations we have developed a series of instructions to help operators move conversations with a clearly negative tone to a more positive one. The main emphasis is placed on the fact that the client is always right. Taking this principle into account, we are always able to find a way to resolve a problem with the greatest satisfaction for both parties, giving priority to the client’s interests.
I.: What languages do you have to use to work with clients?
D.: I receive calls from clients in Arabic, English and Russian. Operators also speak Urdu and Hindi. The current languages are aimed mainly at the Pakistani and Indian population. Furthermore, we can accept calls in Punjabi and Tamil.
I.: I’m curious about how long you studied Arabic?
D.: I studied Arabic for five years at Minsk State Linguistics University at the Oriental Studies department of the Translation Faculty. Furthermore, I was lucky to undertake training courses in Arabic in Damascus, the capital of the Syrian Arab Republic. Thanks to this exchange program I acquired invaluable experience in studying and living in a multinational and multi-lingual environment, which doubtless helped me to get used to the Emirates environment, even if it is strongly “European”, but nonetheless it is oriental.
I.: In your opinion what qualities should a call-center operator possess?
D.: When selecting personnel our main attention is focused on the ability of an employee to remain poised and polite even in the most unpleasant conflict situations. Furthermore, great importance is placed on the individual’s multitasking ability and ability to handle a large number of calls and requests. It is also important for an operator to have communication skills and speak well.
I.: Thanks to the workers at the call-center, users can easily find a resolution to their current issue. May your department receive more positive calls! It was nice talking to you!
NT.Payments (Taunigma FZE & Kiosk IT System Trading LLC)
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