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Jan 01, 2002
I would like to see samples of different titles that are used in the area of customer service. Ideally, the title would more accurately describe the importance of the position. Any ideas out there? -- Diane Redler See also this related QueueTips topic: Alternative Job Titles for CSRs
I would like to see samples of different titles that are used in the area of customer service. Ideally, the title would more accurately describe the importance of the position. Any ideas out there? -- Diane Redler
See also this related QueueTips topic:
There are probably as many different titles as there are call centers these days and I will share some I have heard. However, might I suggest that you ask your representatives what they would like to be called. In my experience this method has been the most effective in building morale and allowing the representatives to take ownership and pride in their work and titles.
Having said that, some of the titles I have heard range from CSR (customer service representative) to CRM (customer relationship managers). Other titles include:
But, again, I think the best ideas come directly from the representatives themselves. Best of luck. I would love to hear what you decide on.
Currently we use "Customer Care Agent" or "Call Centre Agent" but we have toyed with the idea of using "Customer Care Executives" in the past. -- Kerri-Ann Mitchell, Digicel
Here are a few I've heard:
The key seems to be keeping the "representative" out of the title, although I'm not quite certain why that should be so. Hope these help.
I am not sure that the following will address your question. Nonetheless, here are at least a few titles I have seen used in this area.
Titles beyond the above samples are usually specific to the work and company involved. At Intelesource we have worked with companies that have lawyers, doctors, nurses, engineers and more in the call center. Naturally, their titles may reflect a given certification or distinction such as MD or RN.
We call our agents "Service Center Consultants." -- T. Larson
We use several levels and they are commensurate with pay and responsibility. From the bottom up they are: Order Entry Coordinators, Customer Service Coordinators, Service Specialists, Supervisors and Order Services Management. We also have three Directors and a Vice President. As a rule, these last two do not become involved unless there is a very large dollar issue. We have about 120 service people for our global service organization. -- Rob Andersen, Haworth Inc.
This is an interesting topic and there are literally hundreds of job titles out there. I am assuming that you are looking for ideas on titles for customer service agents, so here are some of the more creative titles I have seen in use, which may give you some ideas:
I think it’s a really great idea to elevate the role of the agent by choosing a title which recognises the truly valuable nature of their work. Of course, the recognition of the importance of their position must also be inherent in the way that staff are supported, involved, managed and motivated within the organisation.
We are using "agents" and "customer service representatives." -- Natalya Ogorodnikova
As there is a movement beyond customer services towards complete customer relationship management (CRM), an appropriate title for the modern CSR would be "Relationship Manager." My organization, an outsourced contact center in India, specialises in web-enabled e-services, thus we have teams of eRMs (e-Relationship Managers). -- Rakesh Bhambani, Supportscape
We have an interesting structure that dictated the titles. Generally in a contact center there are agents and there are supervisors. The agent has to wait for someone to die to progress to the next level. In an effort to set some goals, we have developed a program that begins with the "Service Trainee." This is what an agent is called during the training phase of their career with us. Then they progress to "Service Apprentice." This title denotes some completion of training, and they are beginning to get their feet wet actually servicing our members on their own. At each level there is a minimum amount of time before you can be advanced to the next level and criteria for advancement that hinge directly on their quality and production. From Service Apprentice we advance through the ranks:
And then, on to the supervisor and management ranks. We have experienced some raging success with this program, as it gives the agent a clearly defined career path and establishes minimum criteria that must be met to advance to the next level. As they advance they begin to accept more responsibility and learn different aspects of the business. The time frame that we have in place to make it from Trainee to Elite is 30 months. This is a much longer life span than normally occurs with the agent-to-supervisor scenario. We believe it works due to the fact that our productivity is high, our quality is high, and our turnover for the year 2001 was only 12.6%.
I guess what I am saying is that unless you have a program to back the titles, it really doesn't matter what they are. After all, "a rose by any other name..." -- Doug Ballinger, Fairfield Service Operations
Well, how about Service Specialist. There is great value in adding some prestige to a job. I also refer back to the title by saying, "is this what a specialist should be doing?" or, "come on, guys, you're specialists!" -- Sebastian Klassen, Transtel Contact Centre (JHB)
I agree that finding a suitable and respectful title can be a challenge. First you have to consider customer as well as internal perceptions. Some companies use first names only with no title. I have even seen a number of business cards that simply print a person's name, company name/logo and contact information. You may consider calling everyone a consultant, associate, analyst or specialist to eliminate rank. Good luck! -- Rebecca Oettinger, The Segal Company
The best one I have heard is "Customer Experience Manager." After all, the reps do manage the customer's overall expreience with the company. I think that says it all.-- C. Drake
My task 18 months ago was to create a new contact center. One of my biggest challenges seemed to be the title of our agents. With much research and elbow grease, their title sits as Advocates. With the help of the old Webster dictionary, we thought that the definition of "advocate" best fits the purpose of our agents. An advocate is one who pleads in favor of; defends in argument; supports. They are ones who plead a cause. With our mission statement, "To deliver quality, personalized solutions that enhance customer relationships, loyalty and satisfaction with every interaction," the title Advocate only seemed right.
Good luck and happy title hunting. -- Angie Kuchcik
Having worked in the graphics field for over 16 years and interacting with clients on their graphic needs, many of the companies I worked with preferred our title to be Client Care Consultants instead of Graphic Designers. This title can be applied very well to call center agents: customer service representatives. -- Edward Obando, UnitedHealth Group
I'm surprised how much energy we devote to creative variations on the job title we at Call Center Magazine call simply "agent."
But descriptions are not opportunities for creativity -- they are opportunities for clarity. Focus your energy on making certain everyone knows what the job responsibilities are. Ask your agents what they do all day. Does it match what managers think they do? Do applicants understand what an average day will be like?
More euphemisms for "agent" will not improve customer service or agent turnover. Clearly defined job responsibilities will.
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