Are you a Frontline Hero?
Call centre operators and receptionists are employees who are often the lowest paid in an organisation, and not always valued as they should be. In fact these roles are integral to how a company is viewed by potential and existing clients. In fact if salary was commensurate with how a company is viewed by potential clients then these roles would and should be paid so much more. Here are a few reasons why:
The first impressions a client has of a company comes from these frontline staff
Have you ever walked into a business and had such a great experience with a smiling, warm and generous frontline staff member. The service was so good that you thought – “Wow. If I ran a company I would want YOU on my frontline.” The impression that makes upon you can stick. There is someone in such a position in a local government organisation in my community. This person takes all the frontline phone queries, and sits on a desk that faces public enquiries. She is absolutely delightful and born for such a role, and I have told her so because I was so impressed with her. While waiting for her to attend to me I have watched other customers with her, and she provides them with the same treatment. Customers in this organisation LOVE her. And that is the point. I’m sure her business knows her value. She is their frontline hero.
Those on the frontline have a lot of interaction with clients
Being on the frontline is an important responsibility because these staff members have high volume interaction with a company’s clients. The quality of these interactions can determine their reviews of a company’s interactions online or by word of mouth, and whether clients return. That is a lot of power.
Staff in these roles are the pure generalists of a company
Being in these roles teaches an employee many things about many aspects of a company. That is invaluable experience. This experience comes from having to answer a myriad of questions from staff and clients about the company. Unlike many other roles in a company which are specialised, these roles produce staff who have a breadth of knowledge across the company. This is not always recognised by companies either in salary, or value of the roles.
These roles form a great training ground to succeed in roles in other parts of the company
It follows therefore, that staff who have started their careers in a company in these roles – after a time they are ideal candidates for other roles in the company. If you are in a customer service type role in your company – and you have gained the company knowledge described above – you should feel able to put yourself forward for other roles in your company. You should certainly not feel pigeon-holed. The experience you have gained in your role is a sound base to move forward from. So be confident when it comes to other opportunities and you should realistically see yourself as capable and ideal for roles that require the generalist company knowledge that you have, and the customer service skills that you have learned.
Staff in these roles take, and deal with complaints from clients
Staff in these roles talk to a large number of clients on a daily basis and are tasked with taking the complaints about company decisions that none of them make. Managers would be wise to take care of the wellbeing of their staff on the frontline. Taking complaints all day is not for the faint hearted. But they should also take note of the feedback that frontline staff have to offer given their unique view of what clients really think of the company.
Staff in these roles are the ‘eyes and ears’ of the company.
This is the single most important reason why these roles should be valued higher than they are and summarises all of the points above. Savvy employers understand some or all of these points and truly value their frontline staff and reflect that in the types of people they recruit to those roles, and how they incentivise and motivate staff in those roles. Almost universally however, these roles are the lowest paid BUT they should be valued much higher than they are.
DotPointz about why frontline staff should be paid and valued much higher than they are in companies;
They are often the first impression of a company
They have a lot of daily interaction with clients
They are the pure generalists of the company
Their roles are the best training ground in the company
They take the complaints about the company
They are the eyes and ears of a company
This is our personal blog . The views expressed on these pages are our views alone and not those of our respective employers.