Page 6 - Contact Center Magazine.pdf

CONTACT CENTER AND

SELF DEVELOPMENT

WRITTEN BY SYED MUHAMMAD SHOAIB (MANAGER CONTACT CENTER KARACHI)

Can a call center help an agent to have a successful future? Can a call
center liberate an agent from financial hassles? Can a call center help in
career progression of an agent?
M ost of the reader would have daunting ?NO? in response to above
questions as the salaries in a call center cannot liberate any one from
financial difficulties not only in Pakistan but anywhere in the world, for
most of the agents call center is not career oriented, the job as call agent
is stressful, and the turnover rates are high!

Let?s turn our attention from above questions to the question regarding
the elements required for a successful future? Do the successful future
only depends upon the academic success or there is something more to
it? Does the IQ is the only measure for success or there is more to it?
What role does emotional management plays in success? Does all
depends on fate? What is the role of effective communication?
Let?s now define success according to the following simple mathematical
equations having three elements i- e IQ, EQ and Communication Skills.
Success=IQ+EQ+ Communication Skills

IQ (Intelligence Quotient) is the measurement of intelligence, measures
problem solving skills.Emotional Quotient or Emotional Intelligence
referred to as the ability to recognize, evaluate and regulate your own
emotions, emotions of those around you and groups of people.
Communication Skills is the ability to communicate effectively,
intelligently and timely

Now the important question arises what help our
educational system provides in terms of Success
considering IQ and EQ and Communication Skills? Being
the student myself I can safely say that our education pays
very little attention for the development of Emotional
Intelligence and development of Communication Skills and
immensely focuses on IQ. This is the reasons that we in our
society finds numerous examples of individuals having
excellent academic record but score poor on success
indicators due to poor communication skills and lacking in
emotional intelligence.