Professional characteristics of agents

Waiter is a special profession. All the characteristics and development of this profession depend on the development of call center and customer service industry. At present, this profession has the following characteristics:

Occupational disadvantages:

1, with high labor intensity.

Whether answering the phone or making a phone call, the labor intensity of the agent is very high. According to industry standards, the average daily utilization rate of employees is above 70%, which means working eight hours a day and being on the phone for six hours.

2, the work content is more.

The work content is complicated and boring, dealing with all kinds of complicated things and answering all kinds of difficult questions.

3. Psychological stress.

The work indicators are complicated, and the contents of work inspection range from dozens to hundreds. Inbound agents generally have to bear constant complaints and complaints from users, while outbound agents have to bear great sales pressure.

4. Career development is difficult

Because the call center is a crowded department, there is little chance of promotion. Generally, the ratio of team leader to supervisor is 10: 1 and 30: 1.

5. Low salary

The overall technical content of the call center is low and the entry threshold is not high. With the declining price of call center system, the treatment of agents is very low. Most second-tier cities in China are maintained at around 1 1,000 yuan/month, while first-tier cities can only be maintained at around 1 month and 500 yuan/month. Only special languages, skills or well-known enterprises can get better treatment.

Career advantages:

1. There is a great demand in the industry. With the continuous development of call center, the demand for posts is increasing. Many areas are short of people, and many call centers are facing the situation of not recruiting people.

2. The entry threshold is low, from technical secondary school to master's degree, which is the source of talents needed by call centers, and many call center managers have low academic requirements.