Reflecting on my Professional Practice

I am fortunate enough to get a work experience for a contact centre like Concentrix as it provides the highest level of customer services in the industry. As my future plan is to move to the marketing field, understanding customers and their needs is important, working at contact center gave me an opportunity to experience how to handle customers.

Even though six weeks of training was provided as this a technical support advisor role, main learning happened during the first two weeks on the floor itself. As this was my first job working at a contact centre, first week was very hard for me but later on I started feeling comfortable. I was overwhelmed by the work given to me, but with the help of my supervisors and fellow colleagues, I felt more confident. By observing and learning from them, I managed to pick up tips and learned different types of skills, like adjusting to the communication style for each customer and logging cases or finding articles.

Now, I am working at concentrix for six months. When I look back I never thought, I would be able to adjust so comfortably to this job. Everyday I try to improve myself to get better at it. There are few ways I measure my performance

  • Positive or negative feedback from customers
  • Average call handling time
  • Following procedures

As far as feedbacks are concerned, I am doing above the satisfactory level and I am happy with my performance. But I need to improve my average call handling time. I think, I am still lacking some technical skill which I need to improve either by training or self-reading. I am also doing good at following procedures and processes but I think some improvement is also required in that area.

In future, I want to improve each and every aspect of my work so that I can be great adviser.

As i am also a Team member of Young Minds ( marketing consulting group at Unitec), i gained a valuable experience in the field of digital marketing working there. I joined Young minds at the start of my study at Unitec, it is a great opportunity for the students to apply their theoretical knowledge to the real world. As my focus in future will be Marketing, experience at Young Minds will give me an upper edge while searching jobs related to this field