What skills and training does it require to work in a call center, and what is it really like? What is a typical day like? It’s just taking calls, right?
There is much more involved in running a call center than you might think. There are the customer service representatives who take the calls, but there are more positions in a call center to help it run well.
A Job That Is In Demand
Call centers are necessary organizations that are growing in demand. The best companies value the experience they provide for their customers. It’s important to have telephone communication easily available for people to call with any questions or concerns. Also, customer feedback received from phone calls is vital in being able to constantly improve a company’s services.
There is room for career growth within a call center. You may start as a CSR, but you can move up to a team leader, and eventually into a management-level position. A job at a call center isn’t necessarily a placeholder job until you find a job in-line with your career. It could be your career focus.
It’s a common misconception that jobs at call centers require no skills. Nothing could be further from the truth. As you are essentially in a position of customer service and hospitality, Customer Service Reps (CSRs) need specific skills in order to provide the best service. Some of the duties of a call center representative include:
Ability to Work With Difficult People
Very often, you will be on the receiving end of hostile communication. People often make such phone calls when all other means of resolving an issue have been exhausted. You need the ability to remain calm in stressful situations, think reasonably, and communicate clearly even when the person you are speaking with isn’t rational or reasonable.
Able to Work in a Fast-Paced Environment
In a call center, it’s often about speed: how fast you can answer a call, and how quickly you can solve the caller’s problem. Most call centers have standards for how quickly a phone call needs to be answered, and goals for how many calls you should be able to complete every hour.
Learn New Skills Easily
As technology changes, so do products and services. You will need to be able to take new direction easily, and quickly understand details with new products to best serve the customers who call.
A position in a call center is not necessarily a 9 to 5 job. Depending on the organization you are receiving calls for, there may be night shifts that need to be covered. The amount of staff needed for a particular shift is dictated by the call volume. It’s possible that you could be sent home right after you come to work, or you could even be called in on your day off.
Focus and Drive
It’s important to maintain focus when you’re on a call, and try to put yourself in the caller’s position. Your job is to resolve the issue the customer is calling about. Focus on meeting their needs to the best of your ability with each individual call. This will help you to stay motivated through all of your calls, and not feel so frustrated when the conversations may be difficult.
How ROI Call Center Solutions Can Work For You
Working in a call center is a job that could easily turn into a solid career. If you have what it takes to be a successful call center representative, contact ROI Call Center Solutions today (877) 768-9598, or sign up for a free consultation to see how a call center service could benefit your organization.