BEING A TELEAGENT

BEING A TELEAGENT

27th of May 2015
IN THE SHOES OF A TELEAGENT
Being a tele agent in a developing country where the academic standards are similar to international levels, Mauritius is welcoming more investors to enjoy a positive economy for the business environmental development.

The quality of the Mauritian labor force (bilingual and good IT knowledge) allowed the establishment of a lot of outsourcing companies.
Those companies hire “Tele agents” to deliver to a lot of European and American countries a smooth transition and allow those companies to focus on their core businesses.

So, let’s have a closer look at the characteristics of this job.
The average age in the tele agent world in Mauritius is youngsters in their 25s with quality basic education. It is quite common that the turnover is quite high in the outsourcing world because of the 2 to 5 year average contract shelf life.
The main task of the tele agent is to welcome, guide, advise, sell and handle all requests and needs of contacts.

Training is a must in the development of a tele agent. Training is given usually on a 2 –week period and can even be on a whole month, depending on the complexity of the process.
After a 3 to 6 months beginner period, the level of the turnover is higher.

What are the downsides of this job:
• The intensity and the concentration of its function – constant is unfazed (requires experience)

• Production output (typically 10 min maximum per call, regardless of its complexity).

• Potential for verbal abuse by some customers.

• Flextime (hotlines tend to be open 24 hours a day and 7 days a week).

• Training of origin and following training (ex: new products) short term (ex: 30 min to 2 h).

• The scarcity of moments for manipulation, exercise with the products (and often not available products, where a purely visual training).

Companies often hire tele agents to accentuate their business services or their centralized after-sales customer services. The main role of the tele agent is to welcome, guide, advise, sell, manage the needs and claims of contacts. Infrastructure outsourcing centers often behaves in an open space, high level computer equipment small (offshore – Dialer predictive, software application, video calling…)

Tele agent, a modern day job
(it was considered a new employment source in the year 2000), it has since been noticed that it is one of the most easiest outsourceable jobs towards French speaking countries like Mauritius. These countries handle the most expensive periods of the country of operation like public holidays, weekends and nights.

The operator is often accompanied by coaches who themselves have the job experience acquired during their several years of service. Their task is to do quality monitoring on the production line. They are usually in their mid-30’s et often possess a management qualification. During break times, affinities are created to allow the tele agents to have quality relaxing times as it is indeed a very stressful job.

So to conclude, it is that the tele agent job is essential to every outsourcing company and that a quality tele agent is better than 10.

At Techmode, training is essential as our competitive advantage is based on quality.
For more information:
www.techmode-outsourcing.com