Why contact centres need people – because we’re not machines!

In the contact centre business, we at Citrus Group know that the people we recruit for your frontline customer service are the key to your business success.

Who do you turn to for advice and help? It’s human nature to ask another human for guidance – there are certain things a machine cannot do!

Yes, technology matters and creates efficiencies and gives us great data to work with. In fact, the combination of man and machine is the best you can get. But it always comes back to the human factor.

Not all people skills can be automated, as the Harvard University Business Review argues in this article.

We agree that at the top of the list is communication. Without it, we cannot engage with the human at the other end of the phone, email, chat room.

Listed below, are the seven skills that will keep we humans in the game!

The human skills list:

• Communication
• Content
• Context
• Emotional Competence
• Teaching
• Connections
• An ethical compass

They are skills that cannot be automated, says the HBR, and they are skills that are key to our employability, in this era of technology.

Note an ethical compass is 7^th on the list. It’s all about reputation, empathy, care for people and clients, and our experience in recruiting contact centre personnel is second to none at Citrus Group.

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For more information, contact us at Citrus Group Pty Ltd

E:  [email protected]   T:  02 8203 5760   W:  www.citrusgroup.com.au