Regardless of title, others may ask, "why work in a call center?" Granted, no child ever said, “When I grow up, I want to work in a call center.” Let’s face it, over the years call centers have gotten a bad rap; therefore, what I’m about to share may just make you rethink the whole concept, or possibly even blow your’ mind!
Having worked in several call centers at some point in my life, I wonder if call center reps ever recognize their value, worth and importance? Call center reps are the very heart and soul of the industry they serve. They are the first line of contact, set the first impression of their respective companies, and strive to resolve a myriad of issues, call after call after call.
Call center reps are not “switchboard operators”, rather they are talented individuals, who access dozens of software programs to provide correct solutions to problems, answer in-depth questions and, on occasion, bear the brunt of an escalated caller. Call center reps work in an environment where every call is different, every caller unique and every answer under scrutiny. They must be at the top of their game…always!
In addition to computer, software, and phone skills, call center reps must also possess listening, discernment, and empathy skills. These skills are essential skills that can be developed or enhanced but cannot be taught.
Call center experience should never be defined on a resume as “answer inbound/outbound calls.” Working in a call center equips you with a variety of transferrable skills such as, system navigation of a variety of programs, utilizing multiple monitors, and possessing fine-tuned communication/problem-solving mastery. Call center reps are held to a high standard of excellence and are expected to meet and exceed measurable performance goals.
It’s important to highlight that the ability to provide excellent customer service is not a universal gift, but a combination of natural talent and trained skills. Working as a call center rep can provide the stability for a life-long career or serve as a launching pad for advancement within a specific industry and that folks, is the beauty of it; it’s your choice.
While I agree it can be disheartening that our culture tends to deem certain professions “not as worthy as others”, please do not be discouraged. Perception is nothing more than a mindset, one that we all have the power to change. Your job, career, or profession (whatever you choose to call it), is your stepping-stone to success. Refuse to rely on accolades from others to validate your accomplishments. Your success is not defined by the interpretation of others. Your success must be defined by you! Whether you currently flip burgers, drive a truck, assemble parts in a factory, or yes, even work as a call center rep, smile, pat yourself on the back, and understand you have immense value, worth and importance.
For those interacting with a call center, whether out shopping, going to a restaurant, or calling about a bill, please be kind and remember that everyone is just trying to make it in this world.
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