On the Floor of a Successful Call Centre

The success of any Call Centre Campaign, whether its offshore or local, sales-driven or service-related lies in the hands of our agents.

iContact chats directly to Campaign Manager, Ephraim Nhamoinesu, to find out what it takes for a campaign to thrive and what it really means to be ‘the face’ of a BPO business.

You need to be devoted to your job, show determination, persistence, optimism and always lead with integrity.
I started out as a call centre agent in 2011 and quickly moved up the ranks by setting records and tripling my set targets. I was then promoted to Team Leader of 18 agents. Three years later and with five successful client campaigns in my portfolio, I was promoted to Campaign Manager, leading a team of 100 agents and 6 Team leaders. After conquering that and standing at the top of the pile, I was appointed to manage a further two exciting campaigns – one of which successfully came to an end ahead of schedule, and the other, an overseas campaign that I am currently still involved in. Through it all I have always made sure that I am the hardest worker in the room. No matter what my role is, I always aim to outwork my competition, as well as never stop learning.
In my workspace the highs are definitely achieving a milestone every time we (as a team) exceed set exceptions. The lows are failing to find a level of consistency. Most days are not the same but if you are able to bounce back after a setback or ‘low day’ – that is the key!
It’s pretty simple really - an agent that succeeds in our has to have the right attitude by showing enthusiasm and excitement towards their job. They should always give you 110% effort and be continuously open and eager to improve. Should someone not possess these qualities, unfortunately, workspace they are doomed to fail.
It’s pretty simple really - an agent that succeeds in our work space has to have the right attitude by showing enthusiasm and excitement towards their job. They should always give you 110% effort and be continuously open and eager to improve. Should someone not possess these qualities, unfortunately they are doomed to fail.
It’s crucial to know and understand your work space from their perspective as you gain insight into exactly what is required. It’s easy to get caught up in the day-to-day running of the floor but with their guidance you get reminded of what is required in the bigger picture, so to speak.
Your work ethic and determination is crucial in climbing up the ladder. As someone who started off at the bottom as an agent and is now taking on the responsibility of leading a team as a Call Centre Manager, I believe my hard work got me where I am.
It has definitely had a positive impact, making work more efficient and easier.
The biggest daily challenge is restarting fresh every day and aiming to be better than the day before. Also ensuring you maintain a leadership role by continuously guiding your team and influencing a positive overall moral. You need to make sure all your agents are prepared to tackle the day and achieve set expectations. The triumphs are, of course, achieving set targets for the day or the week.
Work hard in silence and let your work ethic and success speak for itself!

Why Choose iContact

It’s no wonder Business Process Outsourcing is a growing business trend. By employing a BPO service provider to take care of non-core business processes, an organisation is able to focus on their core competencies and goals.

iContact is a specialised BPO operation based in South Africa that can offer highly tailored services to businesses anywhere in the world.

We are a large-scale, owner-run operation that can provide specialised agents with specific skill sets. We train and coach our agents to meet your stringent requirements. Our service offering is backed by our bespoke software system and the latest technology.

iContact provides customer care, technical support, customer acquisition, analytics, and a range of other BPO/S services.

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