Common Misconceptions About Contact Centres

When a lot of people think of contact centres, they think of cold calling and being put on hold. However, this isn’t how the vast majority of contact centres work, and it’s certainly not how we work here at Rainbow. It’s time to ignore the misconceptions and focus on the reality of what a contact centre can provide.

Top Misconceptions People Have About Contact Centres

People Working in a Contact Centre Have No Job Prospects
A lot of people make the mistake of assuming that a job in a contact centre is a job with no prospects, but that isn’t the case. A lot of contact centres have other roles to progress to and a tonne of opportunities for staff to enjoy, so it’s rarely a case of there being no prospects.

When working at a contact centre, most people will find themselves in a position to climb the ranks. We like to make that clear from the off that there is plenty of room to grow within the organisation, and in a short space of time too if you put your head down and work hard.

Contact Centres Hassle Customers and Callers
There’s no denying that contact centres have a bad reputation for hassling people, whether they be existing customers or those who haven’t used the business before. Though there are sure to be contact centres causing a nuisance and calling people multiple times a day, the vast majority do not operate in this way, including us. We pride ourselves in communicating with people in a polite, fair and understanding way about products that they have taken out with us or our partners in the past. Customers are less likely to become hostile this way if it’s something that is important to them.

Only Large Businesses Use Contact Centres
There are a lot of large businesses that utilise the services of contact centres, but that’s not to say that small businesses can’t use them also. You will find that most contact centres have the tools and resources to assist businesses of any size, regardless of the business’ requirements and needs. A number of small businesses and startups have started to outsource their customer services to professional contact centres.

Contact Centres Provide Poor Customer Service
Though there are sure to be contact centres that do provide poor customer service, this isn’t usually the case. The majority of people who work in a contact centre are professional, trained and experienced. They know what they are doing, meaning that they are able to help callers with a range of problems and queries.

We rarely get complaints from customers about our staff. They participate in regular training to make sure they are up-to-date with the latest procedures and that they follow GDPR guidelines. As our calls are recorded, we can easily monitor who has and hasn’t been following our training. We have a reputation that we want to maintain and we won’t tolerate anyone attempting to taint it.

As you can see, there are a lot of misconceptions about contact centres. Most contact centres provide good customer service, help businesses of all sizes, offer job prospects to staff and contact customers in a respectful way.