on how to improve the products, website content and internal processes. What I can provide to the business is Voice of the Customer.”


For the retailer, contracting a company like Sitel to manage their customer service through social media is not only a cheaper option than partnering with a bespoke social media agency but also one that leverages their decades of offline customer care expertise. Outsourced call centres have in-depth product knowledge and know the customer-care processes incredibly well. And for Andrea, she gets to work directly with the brand and product specialists, receives extensive social media training, and has direct exposure to the business. The insight and experience Andrea


gains from working on the account is just as valuable, if not more, than working directly for a social media agency.


“I think that businesses are getting on board with the idea that call centres are a better option than external marketing agencies for social media. Far from being dead- end places to work, outsourced call centres provide a great opportunity for graduates who want a career in social media. You can have a lot of ownership, build relationships across the business and get great job satisfaction as a result.”


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