Granted, no child ever said, “When I grow up, I want to work in a call center.” In fact, call centers have often gotten a bad rap; so, why work in a call center? What I’m about to share may just make you rethink the whole concept, or possibly even “blow your’ mind!" Many call center reps fail to recognize their value, worth and importance; yet they are the very heart and soul of the industry they serve. They are the first line of contact, set the first impression of their respective companies, and strive to resolve a myriad of issues, call after call after call. Call center reps are not “switchboard operators”, but rather, talented individuals, who access dozens of software programs to provide a correct solution to a proposed question, issue or problem. Call center reps must be at the top of their game…always! In addition to computer, software, and phone skills, it is imperative they possess discernment, and empathy skills. As a side note, the latter skills are essential abilities that can be developed and enhanced, but never taught. Call center experience should never be defined as “answer inbound/outbound calls.” The description is so much more. Working in a call center equips agents with a variety of transferrable skills such as, computer navigation, communication/problem-solving, and the ability to resolve complex issues, all while exceeding measurable performance goals and expectations. It’s important to highlight that the ability to provide excellent customer service is not a universal gift, but rather a combination of natural talent and trained skills. Working as a call center rep can provide the stability for a life-long career or serve as a launching pad for future advancement. A call center career can provide you with a plethora of knowledge, a multitude of skills, and endless opportunities; however, each individual must take the initiative to seek out opportunities to move their respective career goals forward. While I agree it can be disheartening when our culture tends to deem certain professions “not as worthy as others”, please do not be discouraged. Perception is nothing more than a mindset, one that we all have the power to change. Your job, career, or profession (whatever you choose to call it), is your stepping-stone to success. Refuse to rely on accolades from others to validate your accomplishments. Success isn’t defined by the interpretation of others; success must be defined by you! Whether you currently flip burgers, drive a truck, assemble parts in a factory, or yes, even work in a call center. it's time to smile, pat yourself on the back, and appreciate your value, worth and importance. Working in a call center is not for everyone, and you know what.....that's okay. A career is not what you do, but how you do it! Your energy and attitude make or break you. Fun fact...did you know the term, "call center", was established in the 90's? The concept, however, of "phone centers" became prevalent in the 70's with widespread computer use. Initially, call centers were primarily known for telemarketing, which didn't help elevate the reputation. Today, the world has changed, and along with it, the call center model has also changed. Time is of the essence, and today's consumer expects a higher level of customer service. While brick and mortar offices continue to serve their respective clientele; the demand for answers and solutions via call centers continue to increase. Last but not least, I will leave you with a little bit of wisdom ingrained in me from youth. No matter how I old I get, I will always remember the example set by my grandmother. Widowed in 1961, she had never worked outside the home before that time. She secured a job as a custodian for the school corporation, and at the same time, put herself through beauty school to fix hair on weekends. By the time I was twenty-one, my grandmother was still able to work circles around me. She cleaned three floors of rooms, all with a bad hip. She literally would scoot up and down the stairs to get to the floors. Still, she loved “her teachers” and took pride in the cleanliness of each classroom. She always said, “If it’s a job worth doing, it is worth doing well." Her words have stuck with me, and I too strive to give my best in everything I do, not for others, but for me!
1 Comment
1/30/2022 03:18:46 pm
Thanks for sharing this truly a new way to think about our jobs
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AuthorTammie Tuley, author and speaker, shares her expertise, tips and often hilarious adventures to help others navigate this maze we refer to as life. Archives
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