Should i Work in a Call Center
Working in a call center is a way of life for many people but the majority of people who work in a call center will always tell you that they plan to leave the company “at some point” and hopefully, soon. Even though most customer service jobs in call centers don’t require employees to have university degrees, it is not unusual to see highly educated people working at call centers. Some of these people work at call centers because they are currently studying and need a flexible job while they are pursuing their education. Others work at call centers because they could not find another job in the field they really want to work in, so they work at call centers while looking for their dream jobs. There are definite benefits to working at a call center but there are plenty of limitations as well.
A big benefit to working in a call center is the protective environment away from customers who could take their anger at the company out on you. People who work in traditional brick and mortar customer service positions where they deal with their customers face to face can become the target of the customers’ frustrations. It is very difficult to maintain your composure at your job when the customer is being confrontational with you and working at a call center is less threatening because you deal with customers over the phone, not face to face. If your call center customer gets irate with you, you can ask them to be patient, place them on hold and transfer the call to a supervisor.
Work incentives are also a big benefit to working at call centers. Many call center companies award prizes to employees who achieve high sales targets or have perfect attendance. The incentives can vary from retail gift cards to travel vacations. Many call centers also have a wide variety of work shifts you can choose from, especially if the company never closes. Work incentives can boost the morale of the employees and make them feel more inclined to contribute to the success of the company.
If you enjoy helping people solve their problems and you enjoy working in a building with other people who are devoted to the same cause, then working in a call center could be a good job for you. Call centers are usually the customers’ first contact with the company and when you help customers solve problems you are praised, appreciated and remembered. Helping others is noble and it is nice to help people for a living.
Despite the incentives and perks to working at call centers, there are limitations that can be very disheartening to the morale of the employees. Call centers monitor every move that the employees make during their working hours. Every minute must be accounted for and every call with a customer must be perfectly performed up to the company’s standards or the employee faces heavy monitoring and threats of being fired. Call center employees are often treated like children by their micro-managing supervisors whose raises are on the line if their subordinates don’t deliver the profits that the company demands. Being monitored every second of the work day, including the time you take to use the washroom, is uncomfortable for the employees but if they choose to work at call centers they have no choice but to deal with it.
Employees who have more education than what is required to work at call centers will also find the work environment very stifling and unworthy of their skills and abilities. Even though some employees initially work at call centers to make extra income while they are studying, they end up getting comfortable with the routine of working in a service center and delay searching for jobs that will make the most of their skills.
If you are considering working in a call center you should do plenty of research. Don’t waste your time working in an environment that does not suit you. If you are comfortable working in a call center then you should pursue the opportunity but if you are NOT happy working in a call center, don’t make the mistake of getting too comfortable and continuing to work there when you would rather be someplace else.
