There are two main types of call centers and each handles different kinds of calls. Call centers are usually divided into incoming call centers and outgoing call centers. Incoming call centers usually concentrate on information and customer care issues, and outgoing call centers refer to places where the caller is generally trying to sell you something. There has been a lot of controversy over call centers as much customer care and information call center work is now outsourced abroad, generally to countries like India and the Philippines. This is beneficial to the companies who save money on salaries and benefits by outsourcing to these countries. It is not so beneficial for the staff, many of whom work for below minimum wage level in very poor conditions. Outgoing call centers tend to concentrate on generating business leads and selling goods and services to the general market.
People in call centers may work at a number of different levels. Some are telephone operators who either generate sales leads or try to convince someone to buy goods or services from the company that they represent. Call center operators are very often sectioned off from one another into cubicles to prevent distractions. They will have a desk, chair, computer, and a telephone. The agent will also wear headphones while they are working.
From their booth, call center operators are meant to both answer phones and deal to some extent with customer queries, or they generate leads for other businesses by calling people and asking if they might be interested in news of various products and services. In both cases where operators are experiencing difficulties in dealing with a client, the team supervisor or manager might be called in. They will decide whether they can provide a satisfactory answer, and if not, to whom they should point them.
Call Center Directors
Call center teams are managed by supervisors and or managers. A call center director has overall responsibility for how the center is run and how customer service issues are dealt with. The director of an outgoing call center may also have responsibility for dealing with new sales leads, identifying trends in the market and keeping ahead of any company rivals.
The two different types of call center have their own method of working, but it is possible to generalize a little. Most people, particularly the customers of financial service institutions are really not happy about dealing with an overseas member of a call center staff. Language difficulties are one problem, and the impersonal nature of call center methods is by no means as popular with the general public as it is going into a bank or other institution and talking face to face with another human being.
Looking For a Job
If you have ambitions of becoming a call center director then you may find that your experience is not enough to help you to progress from operator to director. Most companies expect their senior staff these days to have a degree in marketing or in customer relations and care. Not all outgoing call centers are trying to sell you something. Some outgoing call centers may be used strictly for the purpose of fund raising for a particular charity.
If you are looking for a career in customer services or in telemarketing then it is always worth starting your search on the internet. Some companies offer all the job listings for call center staff and directors on one website. Having a website that brings together all the latest jobs relating to what you are looking for is extremely useful and saves valuable time. For those people who are looking for call center director jobs that are local to them, that has been accounted for. You just put call center director jobs in and then select whatever town you are interested in.
When you apply for call center jobs that make outgoing calls, you may be required to undertake a series of screenings or tests. Once you have applied, then you may be contacted by telephone. This gives the person on the other end the chance to find out how you will sound to the person on the other end of the line. Those people who manage to pass that test will then be called for an interview, providing they were successful. This interview is meant to assess things such as your knowledge of call centers and how accurately and quickly you may respond to any questions asked by the interview panel. You may also be required to take another examination, which is designed to assess your aptitude and your emotional qualities.
Once you have got through the initial interview and process, the company may then ask you back for a second interview where they will assess your knowledge of marketing and how you deal with staff and any problems that may occur. The interview is also designed to test your customer care, lead generation and sales abilities.