In an increasingly virtual age filled with chatbots and automated answering services, it sometimes feels like speaking with a human being is a dying trend.
But the fact remains that phone calls are still the preferred way for customers to interact with companies. That's why call centers remain a critical resource for companies' sales and customer service efforts as they offer a great way to demonstrate their communication skills to existing and potential customers.
Today, we'll explore the topic of call center careers with a focus on:
A call center refers to a department-either physical or virtual-whose role is to receive inbound calls and/or make outbound calls on behalf of an organization.
Call center agents are typically responsible for providing customer support or for generating sales. Usually, agents' interactions are monitored by a supervisor to ensure the company is able to meet its goals and satisfy its customers efficiently.
In inbound call center roles, agents will receive calls from existing or prospective customers looking for help or information.
These roles typically require particular skills, including the ability to problem solve, think critically, and communicate effectively. They also often require training and knowledge of a company's specific products and services: In some cases, they may also demand a degree of technical knowledge.
In outbound positions, agents make calls rather than receive them.
Outbound calls are often made in an effort to deliver sales pitches to those who are not yet customers of a company. Agents may also conduct outbound follow-up calls to former/existing customers to ensure satisfaction or to schedule appointments.
Unlike inbound roles, outbound agents can usually learn the skills they need for these roles while on the job and don't require prior experience or technical expertise.
Those who work for virtual call centers make & receive calls by using computer software that enables them to work from anywhere in the world.
Virtual call centers can be beneficial for both businesses and employees:
Through their frequent and varied interactions, those working in call center roles will develop soft skills that are highly desirable across many careers and industries.
For one thing, they learn to become good communicators and hone their people skills through daily phone interactions.
Call center agents also learn to think on their feet and to problem solve when faced with unpredictable interactions.
What's more, by making and/or receiving phone calls all day, they have an excellent opportunity to develop their skills much faster than they might in other occupations.
Though many call center jobs don't require any prerequisite education or experience, they offer tremendous-and rapid-opportunities to move up the ladder for employees who prove to be hard-working and dedicated.
For this reason, call center roles are a great opportunity for those who are looking to jumpstart their career.
And since companies in many growing industries utilize call centers, these positions offer a starting point for new employees to gain insights into the industries that interest them most.
In addition to career growth and learning opportunities, call center positions offer a number of other attractive incentives for employees, including the opportunity for more flexible work.
Some call center positions are part-time or contracted, making them a great option for students or those looking for temporary employment.
They also frequently offer shift schedules, allowing employees to work when it's most convenient for them.
And since many call centers today operate virtually, employees are typically able to work from anywhere with an appropriate setup and internet connection.
The flexibility offered by these positions gives employees the opportunity to structure their work in a way that allows them to maintain a healthy work-life balance.
A flexible working environment is far from the only benefit call center employees can enjoy.
Often, these positions are coupled with competitive pay structures, many including opportunities for additional income in the form of sales commissions.
Benefits are another draw to these positions. Many companies will offer their agents paid time off, holidays, bonus structures, and more.
Working in a call center offers a great opportunity to develop soft skills that will support your future career efforts, all while enjoying flexible working conditions with generous benefits.
And while live chat applications, online forms, and automated email responses have grown in popularity lately, businesses still rely on call center teams to provide verbal communication to their current and/or prospective customers.
At FrankCrum Staffing, we're thrilled to work with companies across a wide range of industries who are seeking support for their call center operations. Contact us today to learn more about how we can help you identify, connect with, and prepare for the next step in your career journey!