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

For those who are thinking of getting a job in a call center as an agent for the first time, here is a simple career path that one can take.  Take note though that your interests may vary and is also dependent on your previous experience in other industries.

Once you are on the phones, you are expected to meet metrics.  This means managing your calls effectively, following the company’s policies and most importantly giving excellent customer service.  What’s next?  There are several departments you can join into.  It is as I’ve said, dependent on your interests and experience.

Senior Agents
There are several categores and responsibilities once you become a Senior Agent.  This can mean handling escalated calls or becoming a Subject Matter Expert (SME).  You are still expected to take in calls but perhaps your skill / queue is different.  The calls that come in could be from new ones on the floor asking advice on how to handle a call to speaking with disgruntled customers to calm them down and find a solution to their issue.

Assistant Team Leader
Your supervisor thinks you have the potential of becoming a good leader some day but not just yet.  Some reports and operational tasks are then delegated to you such as attendance tracking, schedule adherence or even doing the payroll every cut off.  You are also responsible for motivating the rest of the team and you think of great initiatives to roll

This is just a few from a long list of possibilities.  Till the next post. Perhaps you can add more?