Pros and Cons of Call Center Employment
Trying to earn a living in a tough economy is a story that's becoming too familiar. In times like this chances are you might find yourself working in a call center to earn some quick cash. There are pros and cons to each call center and the management in each of them will be different. Most call center employees, i.e., the agents who are sending and receiving the majority of calls, don't stick around for long. The turnover rate in this industry is high. Before taking this kind of job weigh the good and bad points carefully. Here are a few things to consider about call center employment.
The Pros
Compared to other jobs, call center jobs are relatively simple to get because there's not much involved apart from sitting in front of a computer and talking on the phone for eight hours of the day or night. If you possess excellent typing skills and previous customer service experience, then the odds of getting a job in a call center would be in your favor. Speaking a language other than English would also give you a leg up. The really good thing about call centers is that they advertise when they need staff, so it eliminates the need to access the hidden job market.
Free Training
When you're the new employee in a call center, management will teach you how to function in this fast paced environment. They might even pay you to receive training. You will learn what computer program is currently being used in the call center and how to handle difficult customers over the phone. At the very least, it wouldn't feel like you've been thrown in at the deep end.
Base Pay and Bonuses
You can expect to get minimum wage in a call center, and in some cases there will be extra money added on to a paycheck if you can sell. In an outgoing call center, you will be asking people for money in way or another. And, if you're great at collecting outstanding debts or selling products and/or services, the pay increase will take the edge off of the less appealing aspects of call center work.
The Cons
Working in a call center isn't always enjoyable. Whether it's an incoming or outgoing call center, the most important element of the job is talking to people. Human nature being what it is, there will always be unpleasant people who don't want to speak to you. In an incoming call center customers phone you because there are problems they can't fix, and you can still get yelled at even when you try to help. It's no wonder call center workers burn out and quit after a few months.
Inflexible Management
Supervisors in call centers come in all stripes, but some won't give too much leeway when responding to questions from a caller. There is a script in most cases, and rigid call center supervisors expect employees to read it exactly as it appears. After a while it's hard not to feel like a robot and an employee will move on.
The Noise
Call centers employ lots of people and they typically sit side by side in small cubicles. For the entire shift you will have to cope with the racket of ringing phones, chatter from other employees, and perhaps messages of encouragement (or something else) from the bosses over a PA system. If you prefer peace and quiet, then maybe it's best to stay away from a call center.
Call centers are a mixture of the good, the bad, and the ugly. The kind of experience you have will depend on what kind of call center you choose. Unfortunately, it's impossible to do anything about rude callers and unsympathetic managers. However, one good thing is call center employees can form close friendships and this will help to alleviate stress.
