You will spend most of your time on the telephone since the main part
of the job consists of handling numerous calls throughout the day in
call center careers. You will generate or receive these calls. If you
cannot answer a particular question, you can transfer the call to a more
appropriate person who has the expertise to handle it. You will also do
a lot of customer service and sales and marketing for companies. Call
center agents also provide technical or support services to customers
who have outsourced their services. These can be overseas companies or
companies within the same country. Call centers work 24 hours a day,
therefore you should expect to have shifts any time of the day or night.
How to Have a Call Center Career
To have a call centre career, after getting your High School diploma,
it is advisable for you to get a college education. Most call centers
will recruit individuals who have an undergraduate degree regardless of
the field of study. However, having a customer care or related
qualification will be an advantage. Being computer literate is necessary
since call centre agents work through computers.
You need to have good pronunciation and grammar to work in a call
center. This is very important since you will be speaking a lot over the
telephone to many people around the world and they need to hear what
you are saying for effective communication. Employers look for this
therefore you should do a lot of practice by recording your voice and
listening to your diction and accent.
Types, Description, Information
You have many options when it comes to career paths since call
centers differ. Some call centers specifically deal with providing
customer care service, others specialize in sales and marketing while
others provide customer support to particular companies.
There are many options of job designations you can have in a call
center career. You can work as a regional field agent, home agent,
outbound agent, inbound agent, customer relations agent, customer care
assistant or live agent.
Qualifications: Courses, Training, Programs
Some of the training programs that you can study if you want to
pursue a call center career include a course in Customer Service, Sales
and Marketing, Business Administration or Public Relations.
Schools, Colleges, Universities
As a prerequisite, you will need a High School Diploma to be admitted
into college for your training course. A GPA of 3.0 in your SAT scores
is a necessity. Most colleges especially certification online programs
will demand that you sit an entrance exam before admission.
One of the best call center training institutions is Phoenix College Online.
Job Opportunities, Salary, Recruitment
The job outlook for those in call center careers is good since most
companies are continuously transferring their services to call centers.
Depending on your job designation and level of experience, the annual
pay ranges from $16,000 to $74,000.
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