Forget what you’ve heard about sweaty boiler rooms full of desperate cold callers and fast talking deal-makers who must hit a certain quota of sales before they can go home for the night.
Some of these call centers are probably still out there, but luckily, they’re no longer the norm – today’s call center is much more employee-friendly, because, thankfully, enough employers figured out that happy call center agents will do a much better job at making customers and clients happy.
The specific working conditions and arrangements of every call center vary, but they generally can be a good opportunity for someone looking to gain experience and grow with a company, especially if you have the right skill set.
For those unfamiliar with the modern call center environment, here are four benefits of working in one:
Some may fear that once they’re hired into a position, they’ll do nothing but talk to customers about it for years. However, the opposite may be true, especially once you gain the necessary skills to promote. Proficient employees can train or manage others, work different shifts, or promote to a different department, such as from the service side to the sales side. The opportunities are endless.
You may have to deal with unhappy customers from time to time – unfortunately, not everyone who calls in will be happy with their service or product. However, if you can patiently listen to their concerns or complaints and solve their problem in a pleasant and professional manner, they’ll likely go away satisfied, and you’ll likely feel great about helping turn things around for them.
Enhance your skills
Whether you stay in the industry or move to another line of work, the customer service and communication skills you learn at a call center will be valuable for your future. You’ll learn how to listen politely to distraught people, how to reduce conflict calmly and how to solve problems efficiently. Even if you may not have initially considered yourself a “people person,” you’ll gain the skills to become one.
A call center is a very fast paced environment that can be very challenging at times. However, managers strive to create an environment in which employees enjoy coming to. Some call centers offer extra incentives, hold team competitions or even have monthly company events. Plus, fellow call center employees appreciate and commiserate with everything you do on a daily basis. Even if the people on the other end of the phone are sometimes unhappy, you’re at least surrounded by happy allies.
Overall, call center work is always interesting and can be downright challenging some days. However, the current workplace trends are designed to make sure the surrounding culture can be enjoyable and supportive.