Working in a call centre can be stressful at the best of times, it can be challenging, and it can also be rewarding. However, not just anyone can work in a call centre and be successful. Not all people can work in a call centre and be happy. It is an environment that is not suited to all individuals, but it can also be very well suited to certain people. It can greatly help to know what the call centre environment is all about though, and more importantly what to expect within one.
A call centre is a thriving, constantly changing environment that is usually filled corner to corner with cubicles. It can be loud as employees are constantly on the phone assisting customers and answering or placing phone calls. There are two types of Call Centres; one of which incoming phone calls are answered by the employees, and one in which outbound phone calls are placed by the employees. Both are customer service suited roles, but answering incoming phone calls is usually the preferred method by people. Call Centres can also range in size and product. Products can be anything from a Vacation Industry, Hotels, or services such as Cable, and so on.
If you are a person who prefers working in an environment that is stable with little to no change in your job than don’t consider working in a call centre. On the other hand if you en joy and thrive under change than a call centre may be perfect for you. Call Centres are constantly changing to ensure that they are providing their customers with the highest possible service, procedures change to suit the moment, employees and product. Change is expected in a call centre and a person who can adapt well to change has the ability to thrive as a cell centre employee.
Call Centres are not quiet, so if you prefer quiet working environments, this may not be the place for you. People are constantly on the phones and different people speak at different levels. Depending on the type of call centre and equipment there may be phones ringing as well, which can also add to the noise level. You need to be prepared for this if you want to work in a call centre.
There are multiple departments necessary to ensure a successful and productive call centre. Again, depending on the product offered the departments can vary. Some of the most common ones are the Customer Service Teams who handle the calls and guests. These teams are essential to providing with the customers with a memorable first impression. Quite often there are also Customer Care Teams. This is the team who will handle any guest complains and resolutions. They have one of the more difficult jobs within the company. IT and Support Teams ensure the equipment is working such as computers, and so on. Scheduling is another important department as they ensure there are always enough people scheduled to work at any given time, and if not they are responsible for fixing the shortage. There are also marketing, accounting, and human resources teams. It is essential for all of these teams to work together as one large team for the call centre’s productivity to remain high.
Call Centres are great work environments to gain experience and to learn about the environment within an office. All call centres are organized differently but are usually somewhat similar as well. A typical Call Centre’s organizational chart is as follows:
- Vice President or President – Will oversee and be responsible for the productivity of the call centre
- Director – Will assist the Vice President with all essential high-end functions
- Operations Manager – Responsible for overseeing the entry level managers and to ensure the call centre is running smoothly
- Team Manager – This position directly managers all the agents on the floor for productivity and performance.
- Supervisor – This position assists the Team Manager with monitoring the agents on the floor and any extra duties as assigned.
- Call Centre Agents – Customer Service Role responsible for all incoming or outgoing phone calls
A Call Centre is very focused on productivity and each agent is closely monitored. This means that all breaks are scheduled down to the minute, phone calls are recorded, and on and off phone time is monitored. Many people refer to it as Big Brother-ish, however this is necessary to ensure that the centre is performing. A person who is one minute late back from a break can result in abandoned phone calls which can in turn lower the call centre’s service and abandon levels. This means you can’t just leave your work area whenever you please as it’s essential there are enough people covering the phones at any given time. It also means that if you are interested in working in a call centre than you must be prepared for such monitoring of your performance and work.
Call Centre schedules vary as some operate 24 hours a day, 7 days a week, while others have hours that vary from very early morning to early evening or late evening. Many call centres are also in operation 365 days a year and do not close even for the holidays. This means that schedules are often on a rotation basis. You could work early mornings or late evenings, you could work Monday to Friday or on weekends, and you could also be scheduled to work on holidays. Make sure you do your research on this and what you can work into your lifestyle. Many people enjoy the flexibility in schedules such as this as it allows them to fit other things into their lives such as school or other jobs.
Call Centre’s can also be very friendly and supportive environments where you will often find someone available to help. There is a strong support system available for questions. Call Centre’s are often very friendly environments where you will meet some great people. When working on teams you become accustomed to working with others and often build strong support networks of friends.
The training programs developed are excellent and thorough to ensure that you are prepared to go on the phones and are knowledgeable about the product offered. Most call centres do regular follow up training to ensure you remain comfortable with the product and any changes that may occur. In addition, most call centres thoroughly invest in their employees by sending them to regular conferences or classes offered at the local college or university.
A Call Centre regularly challenges a person to learn and improve, and to think fast on their feet. It is an environment where you are able to constantly challenge yourself and learn to work in a team. It is not a regular office job, but it is well suited for some people. You can further develop your skill sets and have ample opportunity to learn about various departments and positions. A call centre is a welcoming environment to many and it can be rewarding to the right individual who will embrace such an environment.
