Thank you Sindy for sending in your question!
Sindy asks, “I want to work in the Call Center industry but there are too many call center companies here. I’m confused and don’t know which of the companies I should choose. Any idea---what do you think is the best way when choosing the right call center company?"
Sindy is only one among hundreds or even thousands of aspiring employees who face the same fate. It is true that there are too many call centers out there, both captive and outsourced. The good news is that there is a lot of demand for the labor force that you can pick one that best suits your needs as a future employee in the industry.
Outsourcer or In-House
Depending on where you are located, the number between outsourcers and captive centers would differ. One thing you have to check whether this company services more than one client or if their center focuses on delivering service for their product.
Some are comfortable servicing the current company because there is only one set of processes to deal with. There is no stress to please a client except their own customers. The KPIs are also different and there are fewer middle men in the process.
On the other hand, working for an outsourcer has its advantages. You not only learn about the business as you rise up the ranks, but deal with different companies. Can you imagine the wealth of experience you will get by handling multiple clients?
Training
Not a lot of companies offer recurrent or leadership training through out your career. If you chose to join an outsourcer, then be prepared to jump from one level to the next, even if you’re not prepared. The money might be good, but in the long run, you will end up resigning because no one supported your growth.
Overall Benefits and Compensation Package
Money of course is important. What I am telling you though is to look at the full package. Sometimes, cash isn’t enough. Medical and insurance plus extra perks (in kind) is better than getting a lump sum of money on your lap. Companies that offer this means they care about your growth and thinking of you staying long term.
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