Almost every sector of the economy operates call centers on a huge scale. When you are booking vacation time in Florida and looking for somewhere to stay, the odds are that the hotel will not be taking your call but someone filling the thousands of hotel call center jobs. Visiting Florida with children is going to take you to Disney but guess what? You’ll find Disney call center jobs widely advertised as they provide excellent benefits but demand the very best people too. Taking this vignette back in time, when you first inquired about general vacation spots you probably dealt with a representative filling one of the tens of thousands of call center sales jobs.
Call centers handle everything from marketing and sales campaigns to simply calling from lists of telephone numbers through to highly targeted campaigns providing first response to customers replying to advertising on the television, radio or press. Who do you think is on the end of the telephone when you see infomercials scrolling across the TV screen with a telephone number for you to order the advertised product that interrupts the Monday night game? A call center dedicated to handling the large volumes generated by TV advertising campaigns but which are only busy for relatively short periods of time until the next commercial airs so in fact, a call center will be handling multiple campaigns and the call center representatives are having to handle multiple calls on different products and services and yet handle them professionally and process the orders simply and effectively.
Call centers are for many businesses and are the first line of customer contact so the people they recruit must possess certain qualities as well as receive great training.
To work in a call center, candidates must be able to possess excellent interpersonal skills and be able to work to personal targets and as part of a team. Taking responsibility for personal performance is crucial for success but a solid career can really only be built if you are prepared to operate and work as part of a team and contribute constructively.
Candidates obviously will spend a great deal of their time on the telephone talking to callers however they must also be able to listen to what customers have to say, and in some cases this will also require very sensitive and careful customer management skills as frequently a call center operative is the first person a customer speaks to when they have a problem or issue with goods and services. Listening is a key quality for call center operatives as well as knowing when to assume control of a conversation in a polite, respectful and constructive fashion so customers are helped and directed to solutions for their issues whether they be making an initial inquiry, ordering a product or service and on through to after sales assistance.
A lot of training is invested in call center operatives and the entire operation is itself not cheap to run; call centers are extremely expensive assets for businesses and they want the very best people with whom they can work and call centers do spend a great deal of time, money and effort in training both formal and on the job in order to help candidates achieve their full potential. It makes sense for them to do this as in order to get the very best for the huge dollar investment that has been made you must be able to perform extremely well.
This commitment to personal development and staff training is reflected in the generous financial and benefit packages that are on offer for call center operatives.
As call center positions are in great demand from job seekers, and such care is taken in selection and training, you must be prepared to be methodical and realistic when you come to starting your job search. Candidates must be organized and prepared to research intensively the employer and the market they are targeting as a potential employer. Preparing yourself will help you enormously when it comes to preparing your resume and particularly when you are in the interview; candidates who have researched and prepared shine through and it is obvious to any interviewer whether a candidate has prepared as well as those who have not.
Remember the employer will want you to succeed through the selection process but you need to make sure you behave professionally and demonstrate this for the employer. Take your time when it comes to applying for positions and carefully look at the requirements the employer has stated are needed from candidates to fulfill the position and then match your own skills and experience as closely as possible within your resume and job application.