ALT-9 Nonprofit Service Sector
I'm no fan of call centers, but despite all the cons associated with call centers there are some pros.
Wages: For being on the lower end of the totem pole, the wages can be decent depending on the company and the job. Some may pay more depending on experience and/or formal training such as a license for health insurance, but there are some that give bonuses on top of the employee's hourly wages.
Advancement: If there is one thing call centers are known for it is promoting from within, which is advantageous to those seeking to forge a career in Human Resources,Training, Management, or IT.
Flexibility: Most call centers are flexible in terms of the employee work schedule, particularly those in customer service and tech support. The flexibility can be a plus for those who go to school or have children or elderly relatives they need to take care of.
No Physical Labor: Unlike the restaurant and retail industry, those with physical health ailments or disabilities can work in call centers without problems due to the fact that no physical labor is involved.
My boss always said that you have to take the good and bad and with all the pros of working in a call center, you do have some cons you have to take in as well.
Stress: The barrage of irate customers from inbound and/or outbound calls, along with the pressure of having to meet your stats.
Micromanagement: Call centers are as big brother as you can get on the job. Not only are you being monitored on your calls by QA (Quality Assurance), but also your supervisor and their boss as well. The calls aren't the only thing they monitor: it's also where you go to on the internet, how long you're on your breaks, lunches, and away from your desk to get a snack, smoke break or to go to the restroom. Your proverbial ball and chain is the phone and if you went so much as one second over your breaks and/or lunches or had a little more than few minutes of respite from the phones, you will not hear the end of it from your superiors.
Restriction: This one of the most restrictive jobs out there, but if there is one thing call centers are known for being very restrictive about is attendance. You can't call out sick or come in late without your supervisor giving you a demerit/point for each time that happened. Another thing is you can't even have your cellphone or electronic device out without being reprimanded like a child, same goes with books, newspapers or non-company issued things on your desk.
Monotony: That comes quickly from constantly answering the same questions you get from customers to reciting the sales scripts verbatim to each person you call.
Hopefully this article is of help to those working or about to work in a call center for the first time.
