Considering a Call Center Job?

When there are job openings or job fairs, you’ll always see call center companies hiring more people. A call center is a group responsible for handling all incoming calls from customers. A large corporation who receives a large volume of incoming calls typically uses a call center. Customer service is another term for a call center. Call centers may be called contact centers as well. In a contact center, emails and letters may be handled in addition to phone calls. Many times, a call center will utilize online chat to interact with customers as well.

A person who works in a call center is generally called an agent. A call center agent will wear a headset to keep their hands free to perform other tasks. A headset also protects the neck from injury caused by cradling a phone all day. Call center agents will usually be placed in a cubicle with their own computer to use in addition to the phone. Good computer skills are a must as details of each call are usually required to be entered into the system. A call center agent reports to a supervisor who will give periodic performance reviews to help strengthen their customer service skills. Calls may also be monitored and recorded to ensure quality or for review in the case of a complaint.

In a call center job, the sound of phones ringing is a thing of the past. Modern day call centers use a queuing system to handle all calls fairly. When a customer dials in, their call is placed in the queue in the order in which it was received. If all agents are busy assisting other customers, the call will be placed on hold, usually with hold music. The first available agent will receive the call that has been holding for the longest period of time. There will usually be a screen in the call center that displays the number of calls holding, and the length of time of the longest hold. Goals are usually set to determine the maximum amount of time a customer should be on time, the length each call should be, and the number of calls a day each agent should realistically be able to handle. These goals help management plan for the number of staff they will need each day based on the average number of callers expected on each given day.

Because a call center utilizes telephones and computers, rather than in person contact, the call center agent may be located anywhere geographically. Some call centers for the same company may be spread across the country to better handle time zones. Some call center agents have the option to work from home. Many times, a call center will be located in a foreign country such as India, where the cost per agent may be lower.

There are many other job opportunities in a call center other than an agent. Supervisors and managers are needed to guide staff. Trainers are needed to train new employees coming in. Business Analysts are needed for reporting of call center statistics. Quality assurance personnel are needed to improve processes and procedures. A job in a call center can be the stepping stone to a successful and fulfilling career.