
Call Center As A Profession
While most jobs prefer to hire experienced professionals, Call Center is one industry that hires fresh graduates. The industry follows minimal requirement criteria that candidates are supposed to fulfill.
For those who are looking to start their career in a profession with low entry barriers, a call center is definitely a place to apply for. The customer service agent role comes with high growth opportunities and lets you enjoy a good work-life balance.
If you are confused about starting a career in the dynamic industry, read this blog until the end and help yourself make a decision.
Unarguably, a call center is an effective tool to generate good customer experiences and floods in a lot of other benefits.
Is The Industry Still Growing?
Customers are relocating their preferences to get instant resolution for the issues they face with various products or services. While omnichannel support can be seen as a growing trend, a percentage of customers still prefer to interact with a customer support agent over a call.
Rather than waiting for a response over live chat support or on an email that might not provide a 100% detailed answer to the solution, a customer prefers to get an instant solution by connecting directly with a call center agent.
Supporting the fact with numbers, 90% of customers prefer to call customer support to get solutions for their problems.
Though the usage of omnichannel customer support channels is growing, the importance of call centers can not be sidelined with such a great volume of consumers still dialing to talk to customer support.
Working In A Call Center
A great way to find yourself the best job is by identifying the industry that matches your interests. And thus, it gets important to have insights into the work environment and culture of a particular industry.
So before you convince yourself to work in a call center, read this blog to get highlights of life working as a call center agent.
Prior to that, understand in brief some of the basic things associated with Call Centers.
Call Centers
We all have talked to customer care agents at least once in our lives. It is quite easy to explain in simple terms as a place where you call to get the solution for a dedicated issue related to a product or a service.
In some other cases, you can also contact customer support to book an appointment or initiate a return of the product that you bought online.
Call Centers are a well-arranged team of trained professionals that deal in handling the incoming and outgoing calls to the customers for the business. The representatives maintain the records for every call to let the company track queries and resolutions supplied to the customers.
A call center uses dedicated software to distribute a large number of incoming calls to the agents to let the customers interact with customer support.
In The Customer Service Segment, A Call Center Functions In Either Of The 2 Ways.
- Proactively – the representatives call the customers with offers or for other marketing purposes.
- Actively – the call center representatives answer the calls from customers and provide them with the best solution possible.
Many companies are adding the benefits of both functions to enjoy a great multitude of benefits.
Different Kinds Of Call Centers
Based on the function they perform, Call Centers can be classified into multiple categories. But a broad classification gives three different types of call centers.
- Inbound Call Centers
- Outbound Call Centers
- Remote Call Centers
1. Inbound Call Centers
When customers call for support, a representative from the call center answers the call to assist them with the solution they are seeking. In this role, the reps are required to be skilled in communication, problem-solving, and technical support. With all these skills, the reps can provide the best customer support experience.
These calls are unfiltered and can land you customers on a call with different moods. Working as an inbound call center agent, you must stay prepared to handle customers with different queries and moods without compromising the quality of the resolution.
2. Outbound Call Centers
The representatives in outbound call centers are responsible for building trustworthy relationships with the customers.
Agents from the call center call the customers once they have purchased a product or have been using a service. These calls are meant to record the customer experiences and reviews that help companies improve customer experiences with their products or services.
Apart from establishing a good connection with the customers, outbound call center reps make calls to convey ongoing offers or inform the customers about the new features of a product.
It is also a great technique used by companies to upsell to existing customers. Find more about the other types of call centers here.
3. Remote Call Centers
Work from home call centers have come in the trend, and many businesses are turning their side to the new model of call centers.
After evaluating the market and requirements of businesses, call centers are also now hiring remote workers. The remote call centers use dedicated software to distribute the inbound call to all the reps and record all the details of the call.
This call center model is a good option for those who want to start a career from the comfort of their homes. Companies give their remote employees all the devices, including computers and headsets required for effective customer support.
Not just the employees, but companies benefit from the work from home call centers too as it extends the active hours of the customer support. Since different employees work from multiple locations, they can be put into different shifts to provide 24/7 support to the customers in the best way.