Trying to look for a job after graduating? Or maybe you’re considering a different line of work after leaving the previous one. Either way, you might want to consider the idea of working as a call center agent.
If you have a mix of skills in both communication and problem solving, this is a job you might consider. You also learn new things, such as new skill sets in addition to a salary and benefits. According to the U.S. Bureau of Labor Statistics, customer service representative jobs are set to grow by about 36% up to the year 2026.
Call Centers: An Overview
Before we look at the pros and cons of being a call center agent, let’s talk about what call centers are. A call center is an office that receives customer phone calls. Here, agents receive these calls to assist customers with their inquiries and help resolve issues.
The duties of a call center agent vary depending on the company’s line of business. This ranges from technical support to customer support. Some also have options in order entry in case the line of business leans towards retail.
Call center jobs fall under two variants. The first is under a parent business which comes with brand familiarity and other features. While the second comes from a third-party provider, which has the edge of efficiency.
Before going out to apply as a call center agent, check your call center variant. Knowing what you’re getting into will help you prepare for your call center agent duties.
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The Pros of Being a Call Center Agent
Now that we know what call centers are, let’s take a look at the upsides and downsides in working one. These pieces of information can help you decide if this is the right line of work for your career. Being a call center agent has interesting perks that you can take advantage of.
Here are some of these advantages.
Schedule Flexibility
The good thing about working as a call center agent is the flexible scheduling they offer to agents. In this case, they can help you set your work schedule with your personal commitments in mind.
More Options for Workplace
With recent developments, call centers also offer work-from-home options. This gives you the option to choose whether you wish to work on the main production floor. Or you can choose to work remotely in your home office, in case the location is too far.
Matters about schedule flexibility and work-from-home vary from each call center. Inquire about them first.
Specialized Knowledge Base
Another advantage available is the learning opportunities you get during the training period. You learn more about the specific details of the company’s business and how you can use your problem-solving skills to help customers.
It becomes a time of discovery with amazing programs. You gain exposure to many different seminars and workshops such as BDC training.
Honing Communication Skills
You also sharpen your communication skills when working in a call center. You get to see how soft skills can do much in bringing customer satisfaction similar to hard skills. It also helps with bolstering your self-confidence.
Pay Grade and Benefits
Call center work becomes an attractive choice as your first job or your next because of this. It comes with a set salary and several benefits (such as health insurance). If you do well, you also get to enjoy several performance bonuses.
The Cons of Being a Call Center Agent
As much as you see the advantages, you also have downsides when you work in a call center. These may come as small hurdles that you may come across, or as deal-breakers. But if you have the grit and intent, this could help you prepare and plan ahead.
Let us now look at the disadvantages.
Unpredictable Stress and Work Hours
With being a call center agent, the task of taking calls can come as a two-edged sword. The customers that you encounter on the other line vary in disposition and stress level. In this case, you can get a mild-mannered customer on one call and an irate customer on the next.
Then you also have those times when calls can stretch longer when the issues happen to be far more challenging. When this happens, you may find yourself going beyond your work schedule while resolving that call. It becomes a source of stress and it can be as draining as it can get.
Sedentary Position
Imagine working long hours sitting down, taking calls, and working out customer concerns. This becomes a situation that you encounter for the rest of your stay in a call center. It can pose health concerns if you remain in that seated position for a good eight hours or more.
This can affect your body due to a lack of exercise and other factors. Keep this in mind and work around these health concerns. You may need to get up from your chair and walk a bit. You might also need water for hydration and your voice.
High Turnover
Call center work is a challenging one, especially when it comes to employee turnover rates. Call centers have high employee turnover rates. This comes from factors such as seasonal ramp-ups or other circumstances for the agents.
Because of this, you will also encounter unstable teams and their dynamics. Possible to address, but it can pose a challenge to you and your team leader.
Ready to Be A Call Center Agent?
Being a call center agent has its fair share of ups and downs. But like every other career and industry field, your direction and growth can start here. All you need is motivation and perseverance.
But why stop here? If you’re looking for more employment tips and guides, we invite you to keep reading our other posts today!
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