What are the kinds of businesses that require customer service call center jobs? The busy cable companies, Internet providers, telecommunications companies, airlines industry and credit card companies are just few of the businesses that may not have enough time to attend to their customer’s wide array of concerns, complaints, issues and questions. The call center job is present around the world especially in India and the Philippines. India and the Philippines are in demand because India in the first place provides quality work that corresponds to a lower pay. Philippines on the other side is a popular choice because Filipinos are good English speakers, hard workers and also because of the low cost. Likewise, it was mentioned that there are two categories in the call center industry: the inbound and the outbound. As a further explanation, an outbound call center tasks agents to place calls with the use of a list provided to them. This list contains contacts (names and numbers of preferred customers). This is done to do direct selling of specific products like credit cards. The task of an outbound call center agent is to up sell or promote products. In inbound call center, it’s the opposite because it’s the customer who places calls. The agent’s job is to answer the call and resolve customers issues that can sometimes be very unpredictable compared to outbound. This means that inbound agents must have the appropriate knowledge and shall have undergone training for language, culture as well as product specific training.
Employees who are involved in a customer service jobs, like call centers are called agents, representatives, or even specialists. This is not all, aside from agents there are also the team leads who leads an entire team of 15-20 agents. The operations manager who handles 4-5 teams, the monitoring desk whose job is to regulate incoming calls as well as tracking those agents who are absent, there are the quality monitoring team who listens to agents’ calls randomly and makes sure that these agents are following the right protocol, the trainers who handle trainings for language or product specifics, and the site manager who is in charge of the entire site. A lot of people say that being an agent is an easy job that corresponds to easy money; but sitting down and speaking to people over the phone is not as easy as you think. You sit there for 8 or more hours under graveyard shifts that requires you to change your body clock. Furthermore, a call center is comprised of many different fundamentals and these fundamentals are not something that everyone has. These fundamentals are not something that anyone would want to do. Those who have good communication skills, those who have the capability of answering an average of 70 calls per shift, and those who have the patience are the people that call center companies possess. Call center careers, are probably the most appropriate for those who would want to experience dealing with people.
Moreover, there are hundreds of call center companies spread around the world that handle different products and services for various clients. Sykes, for example has the Tupperware product wherein they answer calls from customers who would want to purchase Tupperware or would want to return damaged purchases. Convergys, on the other hand, has Microsoft laptop computers where they mostly handle calls on technical issues, like on how to install certain programs. Take note that no matter how different the clientele or products of call center companies are in terms of customer service jobs, their main goal is to provide service with a heart and make their customers feel that they are indeed important.
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