Call Center Jobs: Description, Qualifications, and Preparation

Based on the responsibilities assigned to call center representatives, call center jobs are many and varied. Any customer-initiated calls are responded to by an inbound call center representative. the support that he or she gives may range from simply answering queries related to products or services provided by the company to giving technical assistance over the phone. On the other hand, an outbound call center representative or agent initiates calls to the customers. The purpose of such calls can range from updating a client about a product to reminding clients about payments.

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Other call center jobs include the following:

• Call center technician - provides technical support or implements marketing or sales campaigns. A technician's responsibilities include troubleshooting, checking out software and hardware, and recording and reporting technical problems.
• Call center analyst - tracks and analyzes data related to call center operations. He or she provides pertinent qualitative analysis of trends and productivity that will serve as bases in improving call center performance.
• Call center lead - supervises and provides direction, coaching, and monitoring of assigned staff in all areas of job performance especially processing of client concerns. The call center lead makes sure that policies and procedures are followed correctly because these have an impact on the quality of customer service, productivity, and safety of personnel.
• Call center collection personnel - reminds customers about overdue accounts and helps customers arrange payment schemes that will ensure settlement of deficiencies.

Corporate Hierarchy

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Although people seem to come and go in a call center, it is not because there is no career to speak of in this industry. In fact, given the right planning of one's career path, a person employed in a call center can start as an agent and subsequently become a manager.

Below is the most common corporate hierarchy in call centers in the Philippines.

• Call center agent - handles calls and interacts with customers.
• Team leader - trains agents, monitors performance quality, and addresses concerns of agents assigned to him or her.
• Trainer or Coach - trains new hires and evaluates their fitness and readiness for a call center job.
• Manager - oversees call center operations and reports to higher managers or even clients.

Each step higher in the call center corporate hierarchy comes with additional benefits and incentives that should be enough to encourage call center agents to strive in order to reach a higher position.

Qualifications and Training of a Call Center Agent

A call center agent is the company's interface with the customers. He or she is the one that answers customer queries and complaints about the company's products or services. Thus, call center agents should be knowledgeable, skilled, and well-trained.

Educational Requirement

Generally, call center companies require their applicants to have at least a high-school diploma or equivalent. Depending on the company that the call center will be servicing, some knowledge on certain products or services may be required. For example, a call center that will handle bank-related concerns may require their agents or representatives to have a background on finance or banking. Other qualifications that will be advantageous to have by call center applicants are keyboard and computer skills, and knowledge of another language aside from being proficient in English. Although previous experience in a call center would be advantageous, companies usually hire those without any related work experience.

Required Skills

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Being a call center agent is not easy. This is why those who apply for the job undergo intense screening to evaluate their fitness for the job.

The most important skills that a call center agent must possess include but are not limited to the following:

1. Good customer care skills

• A call center agent should be a person with very positive attitude. He or she should be able to keep in mind that the customer is a very important person and that each call, whether inbound or outbound, should be turned into an opportunity to gain another loyal customer for the company. Because all transactions with the customers are done via the telephone, the call center agent should have knowledge of telephone etiquette and should be able to demonstrate this in the way he or she handles calls.
• A call center agent cannot avoid encounters with irate clients who have not been satisfied with a company's service or product. Thus, an agent should be able to handle such calls patiently and properly.

2. Good speaking and listening skills

• Since a call center agent utilizes the telephone to perform his or her job, he or she should have a clear, pleasant, and well modulated voice. Most importantly, a call center agent should know how to listen well to customers. He or she should be able to really appreciate their concerns and be able to help them in the best way he or she can.

3. Language skills

• Call centers in the Philippines mostly serve English-speaking countries. Thus, it is a must for call center agents to be proficient in English. Being able to speak another language like Spanish is definitely an advantage.

4. Computer literacy skills

• Call centers use computer-related technology; thus, a call center agent must know not only basic computer operations but also the more advanced functions involving the use of specialized software. Since call centers are supported by the Internet, it is also important that an agent is Internet savvy.

5. Stress management skills

• Good stress management skill is essential for one to be able to enjoy his or her work. Since a call center agent is likely to work during odd hours, he or she may not be able to enjoy the kind of life that people who have regular working hours enjoy. Thus, he or she should be able to find alternative and healthful ways to unwind or relax.

Training

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Basic English courses in college become relevant as one prepares to work in a call center. There are also training centers that offer short courses on becoming a call center agent. Oftentimes, however, such short courses are unnecessary as call center companies provide two to four weeks in-house training that includes lectures and simulations right after hiring of personnel. On-the-job training is also given in most companies.

There is no standard call center training syllabus as the coverage of training may differ from one company to another depending on client needs and specifications. Usually such trainings are often based on the individual needs of companies.

The job of a call center agent may not be easy but there are ways to prepare oneself for this career. Aside from undergoing trainings being provided by call center companies, anybody who wishes to become a call center agent should try to polish or acquire the following skills which are usually part of high school and college education: ability to attend promptly and properly to customer needs and inquiries, ability to speak and listen well, English proficiency, computer literacy, and stress management in the workplace.

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