Even though this professions seems easy, it isn’t. All of us would like to get additional money, so part-time jobs are in favor. One of such positions is call center agent job. For most candidates, it looks like an easy way to earn more money, the reality is different – as always.
Call centers have different purposes, but the main ones are outbound sales and customer service. Also, there are call centers which work with surveying people and collecting feedback. Another story is government call center – basically, it also provides kind of customer service, but it is absolutely different from what it looks like in business world.
There are both full time and part time positions, which makes this job preferable for students, young women who have small children and other people who can’t apply for full time jobs. The more you work, the more you earn.
Key aspects of a call center agent job
In most cases, you will be answering customer calls by using provided call scripts. This means you have prepared answers to customer questions and overall structure of a conversation. Your main goal is to meet pre-set KPIs and provide quality customer service that meets company standards. The quality of customer service will be measured by quality control department later, based on customer feedback.
Another side of the work in a call center is when you become an outbound call center agent. In this case, you will have to call people from the contact list who don’t know anything about your company and convince them to continue communication with company or even agree on the deal you offer. Thus, outbound call center agents are almost sales managers, and this is a different type of work.
Advantages of the work in a call center
There are no education requirements, even high school student can become a call center agent.
Flexible scheduling allows you to find balance between personal life, education and work.
There are offers to work remotely or in hybrid mode.
You will receive different training, including soft skills gaining training sessions.
You will improve your communication skills.
You will learn how to solve problems quickly and efficiently.
Disadvantages of the work in a call center
All calls are recorded, so there is no way you can violate company policies and standards.
You will feel lack of internal communication with colleagues.
The salary is low, and for part-time employees it is often too low.
Poor career opportunities – the best option is to become a team leader.
Stress – you will face numerous inadequate and angry clients.
Routine – you will say the same things for thousands of times.
Lack of social status – there are few people who will respect agent’s job.