Call centres are responsible for more than just solving customers’ problems. They serve as the face of the organisations they represent because they interact with these organisations’ clients directly. A bad review or a bad impression can damage the reputation of a call centre and the organisation for whom they’re working.
Thus, working as a call centre customer service agent is not always the most straightforward job, but it can build skills that can help you for years to come. From intense training to earning the required skills call centre employees should have, a career as a call centre agent can teach you things you may otherwise have never learned elsewhere regarding people, work and life.
These days, you can work as a call centre agent in an office setting or at home. In a remote setting, calls are distributed to agents through cloud-based software, enabling remote workers to interact with clients.
In this article, you’ll learn all about working as a call centre customer service agent.
Types Of Call Centres
When speaking of call centres, people often think they usually receive calls. But those people calling and asking you about a recent service also work in a call centre. As such, call centres can either be inbound or outbound. Here’s how the two differ from each other:
- Inbound call centres deal with customers’ inquiries, information or complaints. Their objective is to solve customers’ issues.
- Outbound centres, on the other hand, aim to collect information from customers, confirm clients’ data or conduct surveys.
Whether working in an inbound or outbound call centre, you can expect a fast-paced and demanding work environment. The workload can get heavy, but it also comes with these eight benefits:
1. Minimal Experience Needed
The most frustrating thing job seekers experience is lacking the required skills to land a job. However, being an entry-level job, a call centre customer service agent job does not require an applicant to have previous experience. During the initial interview, hiring managers will test you on your language proficiency, communication skills and your ability to handle pressure. Fortunately, most call centres train their employees while on the job and arm them with the skills they require to succeed.
Unlike other jobs that look for certain types of people, call centre customer service agent jobs do not discriminate. You’ll find people of all ages, races and genders in call centres.
2. Develop New Skills
Working as a customer service agent at a call centre requires resilience due to the demanding nature of the job. You’ll need the proper skills to handle the pressure in a high-paced environment.
For one, learning to multi-task will enable you to develop new skills and hone existing ones. You’ll learn to adapt quickly to new situations as you continue working in the call centre. You’ll also develop active listening, negotiating, encoding and problem-solving skills. The difficult and irate clients you encounter will teach you patience and coping skills. These skills will help you excel in other areas of life.
You’ll also learn to use new tech and gadgets in the call centre. The knowledge you gain from this can help you in your prospects.
3. Flexible Work Schedule
Remote work options enable call centre agents to work from home, providing a better work-life balance, especially for those that have long commutes to work. And because call centres operate beyond the regular working hours and days, they have flexible schedules. You get to choose the schedule that best suits you. You can decide to work evenings, weekends or even holidays. Flexible work schedules translate to higher productivity and job satisfaction.
4. You Don’t Bring Your Work At Home
Once your shift is done at the call centre, that’s it. Unlike other jobs that spill into personal time, you’ll leave work at work as a call centre agent. You don’t have to worry about receiving work calls in your free time. Once you log out, you’re done. You only think of work again when you sign in.
5. One Step Closer To Your Dream Job
A call centre job is the easiest way to get into a company. Once in, you can use the knowledge you acquired to work your way up the corporate ladder.
Most companies give priority to their employees filling vacant positions before they look externally. As a call centre agent in your company, you’re already an expert in your company’s processes. You’ll be in a better position to take on other roles.
The transferable skills you acquired will help you easily adapt and succeed in new roles internally or externally. A call centre job can thus help you achieve your dream job within your organisation.
6. Impressive Compensation, Benefits And Overall Earning Potential
Even though the expectations of call centre customer service agents are high, they get higher salaries than people in most entry-level positions. Hard work in call centres is rewarded. There are incentives and perks for well-performing agents. Most call centres reward their agents by offering extra pay and bonuses for those who meet set goals, work overtime or work the night shift or on holidays.
There’s also room for growth. As a call centre agent, you’ll have a higher earning potential and more promotion opportunities throughout your career. You can also earn commissions on top of your salary for upselling products or motivating customers to sign up for specific products.
7. Experience Diversity
A call centre comprises people from diverse backgrounds with different skills. Diversity promotes a thriving workplace and a fair work culture. As a call centre agent, you’ll benefit from the large pool of talent you’ll be interacting with daily at work.
Working with different people from all walks of life can encourage increased engagement and performance across the team. This can also improve your creativity, and innovation and take your strategic thinking to another level as everyone brings their unique experiences and knowledge on board. You’ll feel a sense of belonging, and foster comradery.
8. Flexible Dress Code
Most office jobs require employees to dress specifically. However, working in a call centre does not require a dress code, mainly because agents rarely physically meet customers. You can wear anything to work as long as it’s decent. You get the opportunity to work in comfortable clothes and shoes.
A job as a call centre customer service agent can be fulfilling. It’s also exciting to work in a vibrant, ever-changing and flexible environment filled with growth opportunities that are synonymous with call centres. It can give you the kick and challenge you’re looking for in life. Moreover, the transferable skills you gain in a call centre can be an asset in other areas of your life.