Devoted to the call center industry, the agents on the phones, and their managers

A recent television show produced a segment highlighting the call center industry.  They stated, “ Call Center .  High paying job, an easy job, no age limit and a college graduate is not necessary.  You only need a great sounding voice and you’re considered part of the inner circle if you work in a call center."

It is sad to say that the producers didn’t capture the real truth behind this industry.

It is NOT an easy job.  Truth be told, call center agents get the beating (and rewards) daily with hundreds of calls from different personality types.  It is hard enough to be expected to know all the company’s policies in a matter of weeks, let alone give excellent customer service.

A great sounding voice.  The agents on the other line are expected to have good problem solving skills and a heart to match.  Customers don’t appreciate how we sound on the phone but rate us based on our skills.  Yearly conferences are held, training centers offer workshops and seminars plus universities offer certificate programs for new blood and veterans to become experts in this field.

Hard working and successful.  Despite of all the challenges and the tough working environment, people stay and come back.  Most of us work hard to provide the service each person expects when they call.  Telemarketers as well are determined employees to offer the best product or service intended for the prospect.

There will always be an outsider in our midst, regardless of the industry.  I am not here to blame the producers but only give more insight to those who perceive it as such.