Customer Service Industry - Past, Present and Future

Our Founder & CEO, has this to say regarding the Past, Present and Future of Customer Service Industry.

What has led to the widespread emergence of the customer service industry in the last decade or so?

• The world economy has seen immense changes in the last decade. Countries were earlier competing on production capacity and quality. Production became stagnant in the last decade as everybody produced the same quality of TV at the same price. Purchase decisions, hence, are based on the quality of service the company offers. Again, brands take longer time to develop by providing excellent as product can be compared by looking at the features, but customer service can be known only by word-of-mouth.

What are the qualities one must posses to make a foray and sustain in this industry?

• Customer Service, Marketing & Sales – itself means a lot of interaction. It may be in person, on phone or both. A fresher requires to posses excellent Communication Skills to start with. A personal liking or passion for interaction increases the chances of getting the first job. In addition to Communication Skill, one requires to be presentable, assertive, enthusiastic, confident and ofcourse a very good listener. In order to grow in this industry one must posses managerial & leadership skills, be organized and be business-oriented.

What are the growth opportunities (scope) offered by this sector once one has set a footfold?

• Once one starts with being a Customer Service Executive, depending on the company & domain one is in, personal inclination towards certain profile and most important based on performance one can become a Team Leader, Quality Manager, Process or Soft Skills Trainer, Head of Operations / Sales.

Please comment on the pay scale in this sector (what can freshers expect and a rough idea by how much will this figure increase once a person has gained sufficient experience?)

• A fresher with excellent communication skills can start with a payscale of Rs 1 lac to 2 lac, again depending upon the other factors like qualifications, age, industry and the company. Within 2-3 years, by demonstrating excellent performance one can expect a 100% jump in the pay packet and other rewards such as incentives, higher designation, performance bonuses, perks and other facilities.

Please comment on the future of customer service industry

• The industry as of now is very exciting and will become more exciting and also a bit competitive as we move ahead. As happens in any industry, the best ones will be rewarded handsomely. Companies will increase budgets for customer service and a lot of investment will go in training and developing, so top performers in this industry should expect exposure to the best, new growth opportunities both in terms of compensation and job profile and ofcourse upgraded lifestyle.