Thursday, December 2, 2021

Everything You Need to Know About Call Center Jobs

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Call center jobs are the voice of a business or organization. When customers need help, they often prefer to call the business's phone line because it offers instant access for the help they need.

To accommodate those customers, businesses and organizations usually have customer service teams to handle the incoming calls. 

For example, PCI is often hiring for call center jobs. The jobs can include customer service, marketing, or sales.

Technology also allows for other options, such as messaging and customer service chatbots, to field some customer inquiries. Still, many people prefer to speak with a live person and connect with them automatically. And that’s why call center jobs are some of the most essential jobs in the customer service industry.

What Does a Call Center Worker Do?

Call centers are the main way that businesses communicate with their customers. There are two primary call center models -- inbound call centers and outbound call centers.

Inbound call centers interact with existing customers, whereas outbound call centers try to secure new customers.

A call center worker is an instrumental part of a business’s customer service department. A call center agent can process new customers and assist current ones. 

Perhaps what most of us are more familiar with is the role customer service workers play in helping with dissatisfied customer experiences. It’s the call center worker’s job to help correct customer complaints and transform their experience into a positive one. In other words, call center agents are problem-solvers. Some call center agents also work in emergency care for helplines, hospitals, and more.

Call center workers work directly in-house for businesses, through third-party call centers, and even remote-from-home opportunities exist.

While customer service jobs can be high paced and you sometimes have to deal with frustrated customers, it can also be rewarding to help assist others when they need it.

A Day in the Life of a Call Center Worker

According to Statista, there were approximately 2.92 million call center workers from 2014 to 2019.

Call Center in the Philippines work in a fast-paced environment that requires them to multitask and handle different responsibilities. To be a customer service agent, you need to have clarity and excellent attention to detail and be flexible and willing to adjust your workflow when something unforeseen occurs. You should also have good organization skills.

But if you’re tenacious and are good at solving problems, a call center job might be just the thing for you. If you love helping other people and enjoy contributing to positive outcomes, you might find customer service work immensely rewarding.

Call Center Agent Duties

Here’s more about the duties you can expect a call center agent might do:

  • Assist customers through various channels.

For instance, the customer service center you work for may have you answer incoming calls and handle customer inquiries through live chat, email, social media, or more.

  • Enhance the customer experience. 

Customer service agents have to offer customers a positive experience that will encourage them to become loyal customers. This means solving their problems and addressing their needs while setting an empathic tone to convey a genuine understanding of the customer’s needs.

  • Create a tailored customer experience.

This means personalizing solutions for your customers and remembering that each situation is unique. Each customer will have their own viewpoint and need specific answers to their issue. Personalize communication with customers to build rapport.

  • Respond and document tickets efficiently.

Good organizational skills and the ability to be a quick thinker are much-needed skills in the customer service industry. This helps call center agents to respond more quickly and effectively when a customer has a question or complaint. Most call centers offer on-the-job training but learning about ticketing systems and help desks will get you even further down the path of success.

Types of Call Center Jobs

There are many jobs in a call center, and all are vital to the success of its operations. A few of them are:

  • Customer service/Call center agent: Answers inbound calls and solves customer complaints, tracks prior interactions, logs data, and forwards concerns/complaints to the appropriate people
  • Call center manager: Oversees operations of the call center
  • Technical support: Resolves more technical issues for services and products
  • Telemarketer: pursues new business and customers and focuses on outbound calls

Call center workers must all work together to meet customer needs. Call center managers ultimately lead their team and field incoming and outgoing calls.

According to the Bureau of Labor Statistics, call center workers can earn from $22,980 to $56,380. Salary.com shows the upper percentile of inbound call center managers making close to $100,000 per year.

Remote Call Center Jobs

Many call center jobs are actually performed remotely or from home. This can be done by using software that the call center companies distribute to their sales agents. 

The benefits of working from home are plentiful. You’re able to work from an environment you’re comfortable with. You often don’t even have to invest in the tools you need, like a microphone, headset, or computer. The call center company will sometimes send those items to you.

The company usually offers online courses to train you in interacting with customers. The benefit to the company is that it can employ call center agents across various time zones, allowing for customer service to be provided to its customers after-hours.

The Takeaway

Call center workers are the frontlines of a business. Call center jobs are available in many places throughout the U.S. There’s a good chance you can even find a call center job that allows you to work from home, remotely.

If you’re interested in working for a call center, become familiar with the company you work for and its products and service offerings, develop the skills needed to succeed, and understand that you’re an essential player in the customer experience.

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