Customer Service Career: Call Center Operations

Call centers are centralized offices that receive and transmit large numbers of requests by telephone. These centers provide support for products or information inquiries. Most large companies use call centers to address customer support, questions and orders.

Call center operators are the people who answer the phone when you call the toll free number requesting assistance with a Web transaction or other service. Working at a call center can help you learn important communication skills allowing you to quickly get higher-paying jobs in business management, human resources or marketing.
 
With the increasing number of Web-based companies, call center professionals are in greater demand than ever. Part of the work of call center operations is ensuring excellent customer service. Even when a company does most of its business online, it relies on its call center operators to provide human contact and professionalism so that customers will feel comfortable that their needs are being met.

Call Center Operations Training

A call center operations consultant must possess clear communication and customer service skills. Oftentimes, a company requires their call center consultants follow a specific etiquette protocol with customers and will provide customized training to new employees. Generally, customer service representatives receive training in:
  • making a lasting impression
  • managing discussions
  • managing inbound and/or outbound calls
  • providing quality customer service
  • reducing lost calls
  • using the latest electronic technology.
 

Directors of call center operations and other management positions require training in additional areas, including:

  • managing a workforce
  • managing employee stress
  • reducing turnover
  • using technological applications.
 

Obtaining a Certificate

A good way to quickly gain the skills needed to work in call center operations is to earn a certificate.
 
Some call center management certification courses require class attendance at an instructor-led three day course. Students are required to complete an online certification test within four weeks of the course. The test has 75 questions, and the student must complete it within 90 minutes with a score of 80 percent or higher. A certification project must also be turned in within six months of completing the class.
 
Topics covered in a call center certification course may include:
  • customer satisfaction
  • effective interpersonal communication
  • marketing plans
  • service level agreements with customers.
 
This type of certification costs about $2,400 per person.
 
Call center operations management training can also be taken online. Some online training courses are about six hours long and cost about $895 per session. Online courses cover theories, forecasting, strategies, disaster/relief plans and terminology specific to call center management. An online training seminar prepares clients for leadership roles in the call center management field.

Job Description

Customer service operators make up a majority of the jobs at a call center. They answer questions, complaints and billing inquiries. Call center operations project managers require more specialized training, as these positions involve recruiting, training and managing operators.
 
Some specific types of call center jobs include:
  • managers : Customer service call center operations managers must lead their employees through efficient and responsible call center operations management. Under a good director, call center operations run smoothly, with excellent attention to customer service. Call center operations manager duties also vary greatly, depending on the company.

  • remote agents : Remote agents work from home via the Internet.

  • temporary agents : Temporary agents are hired when demand increases. Also under this category is the call center operations consultant, who will be brought in to solve specific problems or help to establish more efficient workflow.
 

Salary Range

An entry-level call center operator can make $10 and up per hour plus benefits. Many telemarketers make $15 per hour. However, customer consultants can earn up to $50,000 per year plus commission.
 
With the growing demand for call center professionals in all fields, this industry can provide many lucrative career opportunities. Companies are always on the lookout for poised and professional representatives who will keep customers coming back. Becoming specialized in a certain area within call center operations or undergoing a training or degree program can help further your career in this growing field.


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