Call Center – Career Options to know and share for free

Call center career, a glimpse of how the world of call center looks like from inside for someone to enter into this world of dreams

Call Center – Work and Career

The Top 5 tips for call center career is as follows:

• What is call center and type of job profiles
• Call center jobs – educational requirements
• Call center career advice – fresh graduates
• Jobs Websites
• Salary Range
• How to prepare for call center jobs
• Final Advice

What is call center and type of job profiles?

 

A call center or call center is a centralized office used for receiving or transmitting a large volume of enquiries by telephone (as per Wikipedia)

Working in call center can be divided into two types:

1. Voice Work (where call center executives has to talk to end customer via headset), it can be within the country or outside country. It can be further divided into two types i.e. Inbound calls or outbound calls
2. Back office( where call center executives has to update records or support with information i.e. update through research, validation, resolving or interacting through chat)

Voice Work:

1.      Inbound call center

i.     Place where agent (customer care executive)
would receive call through phones. This can be domestic call within the country
or outside country

a.      Nature and how calls are made: calls are coming
back to back depending on whosoever is free at that moment

b.     Performance of the caller is dependent on
certain factors like no of calls taken, how call is handled with quality, how
the data is filled online while taking calls and how much customer is happy
with the call

2.      Outbound call center

i.     Place where calls are being made to customer
international or domestic i.e. within the country

a.      Calls are made through office end i.e. these
calls are made from office end to the customer for certain queries like update
of records, information which is relevant to some products etc

b.     Performance of the caller is made through calls
handled in a shift with required quality, no of calls with satisfaction as
marked by end customer i.e. whom the call was made

c.      This profile is in call center and domestic
offices too where generally when we receive calls for credit card application
and same nature call is made to other countries depending on which kind of
process ( department) is and which country product or service is being handled

Back Office – Data Work:

1.       Back office copy paste work

                                                               i.      Where certain is needed to pasted to some form or record offline which means all work is done offline i.e. it does not involve user to search anything online

2.       Back office research work

                                                               i.      Where user has to search some information online from provided website or as per requirement of the client and update that information to the database ( it can be some site, tool or document offline

3.       Back office validation work

                                                               i.      Where user has to confirm some details from given website and then validate the same with certain checks provided, thus updating a website which can be available online or offline too

4.       Back office procedural work

                                                               i.      Where user has to follow certain guidelines or work flow Example: content A has to be filled to in some place where it becomes content B as certain procedure employed by given procedures

5.       Back office online update work

                                                               i.      Where user has to access website online and update that data on website via different mode

6.       Back office email work

                                                               i.      Where user has to respond to the end customer via email. There are certain methods by which client might ask user to respond to the end customer

7.       Chat work- online ( technical/semi technical and non-technical)

                                                               i.      Where user has to interact online with end customer for resolving queries related to technical or non-technical issues

CALL CENTER JOBS – EDUCATIONAL REQUIREMENTS:

Educational Qualification for Call center jobs:

• Graduate from recognized University ( valid from state university’s)
• Computer knowledge
  • It is required up to 30-50% as user should know how to work with computer and read and write emails, understand procedures( rules to work or process work), how to login into certain systems etc
• Graduate with certain skills ( Commerce subjects, CA, Technical i.e. Computer certifications like CCNA, CCNP, System Administrator, network engineer, certain language knowledge i.e. German or Spanish, regional language know as per state requirement related to end customer)
• English background ( spoken & written)
  • English plays as major role here as some work profile does not really ask person to speak English but reading is required as all work are generally in English only. There are certain domestic call centers too who generally don’t need user to speak English but they definitely need user to know as how to read things on computer which is provided to user to work for 8 hours

Mostly, entry level jobs are covered under these details. Apart from this, there are experienced profiles which are for these departments:

• Operations
• Quality
• Administration
• IT
• Human resources
• Finance
• Auditing ( CA/ICWA/IT or ISO requirement)

BPO industry is expected to grow by $83.6 billion during 2020-2024, as estimated

Call Center Career advice – fresh Graduates:

 

• Straight after college, this career place might amaze you with same or rather more new things happenings around you, especially you.
  • For Example- different people to interact with, food, culture, facilities, work timings, new learning monthly, and most important MONEY
  • it is quite easy & lucrative for someone to get attracted to this work culture with amount of money
  • it might just seem like a year back and you would have already passed five years into the same work profile or skill without learning new one
• While working within six month, should choose area of expertise interests you
  • Carry out some career path into that field i.e. part time course, distance learning diploma, certifications etc.
  • If you work in same skill department which interests your expertise, then it would yield tremendous benefit but if it is other department, you can jump to that via IJP ( Internal Job postings)
• Choose area which are less explored, if you are lazy one
  • Choosing a new area or less explored would cut your competition
  • You would have less people chasing the same goal
  • Only issue would be, you have to find your ways as there would be no one to share their experience
• There are some companies which offer internal trainings to employees:
  • Software, database, management etc learning
  • Look for these from HR, as this would help you get some more information about your key skill
  • Some offer company sponsored courses to employees

More Information:

1. Areas which are there for career are IT, HR, Quality, Operations & Finance(more as per company size and nature)
2. Fresher can choose and pursue career as by doing certification in the required subjects

• Pursue part time courses, certifications classes on weekends, advance courses on any area are available as per your area vicinity

1. Register for some forum or groups; search online and add to that group for specific career guidance
2. Look out for IJP’s i.e. Internal Job postings among different teams- in this, if someone is having certifications in that area adds to additional skill set to qualify more easily

Jobs Websites:

• Before even thinking about call center jobs, make a login in jobs website for yourself
• It takes not more than 20-30 minutes to create, update and validate your account in any jobs website
• Create your resume with updated details i.e. pursuing and completed qualifications in “current order”
• Be clear of what position you are applying for – voice or non-voice profile
• Look for skill set which interests you more or you are excited to work
• Make sure to update your job details every day on job website
  • It would yield two benefits- search would bring your profile as recent updated profiles on job site
  • You would get to know most recent jobs by updating profile daily
• There are lot of websites in where you can create your profile, for example:
  • naukri.com
  • monsterindia.com
  • timesjobs.com

Salary Range

• Depending on your skill set according to your Graduation subjects, you might end up with different salary range
• Generally, salary range varies from 10K to 22K monthly ( K means 1000)
• Note that people who are selected for Voice profile tend to have more salary compared to non-voice profile
• Salary would include Incentives, performance bonus or earning as for target meeting ( it would depend on which type of profile a person gets selected for)
• If you choose domestic call center i.e. your salary tend to be less as compared to international call center

How to prepare for call center jobs

 

 

Generally there are 2-3 rounds for Fresher;

• General introduction round to check English speaking and background – done by HR
• PI round – personal introduction round – done by HR
• Final skill set round from direct hiring department personnel – done by hiring dept.

Choose which bracket you would fall to and follow information:

A. Schooling & graduation from English background (read and write- 50%)

B. Schooling & graduation from non- English background (read & write 20-30%)

 

 Schooling & graduation from English background (read and write- 50%)

• Work on typing speed with accuracy
• Practice introducing yourself with key points of your career (record your introduction and correct after hearing)
• While giving introduction, focus on your intonation- voice patters, as while listening to you should not sound like an essay with same tone; record your voice and then listen again and again
• Speak in funnel mode i.e. explaining things at start and then end with talking about everything and close with a closing note
• You don’t need to speak fast just to prove that you know English- speak normally with clear words. Don’t use some big words which might end you into some other world
• Whatever you have studied in graduation, just take an overview of the same. Interviewer might ask you something s about the same
• Look for your body language before going for an interview and dressing too

Schooling & graduate from non- English background (read & write 20-30%)

• Practice typing skills which means you need to have speed of more than 25 words per minute with accuracy
• Measure speed- you don’t need to ( should be able to write 25 words in a minute with 90-95 % accuracy)
• Practice introducing yourself –
  • What is the educational background?
  • Subjects studied in college?
  • Hobbies or interest areas?
  • Why choose this company?
  • About family?
• Even if you speak slowly in English, with some accuracy, it is OK but speaking with errors and Hindi fillers is wrong
• Going through the Job description i.e. skill set requirement for entry level position is a must. Focus your explanation about your interest in this company in same way
• If you are not familiar with some words, take help of Google for pronunciation

Final Advice

Final top 5 tips for career guide in call centers is that overall, the hiring manager or HR always looks for energetic or enthusiastic candidates who are ready for this opportunity. How to check that enthusiasm?

• Check / remember your body language or mood when you were about to go for that picnic, outing or trip with friends?
• Keep the same level of excitement/ enthusiasm level

Everyone looks for positive candidates with some level of excitement & smile on face, not the negative attitude people who are looking for failing in this interview before appearing for it

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There are lots of companies where one can try, and failing in one does not mean END of this WORLD in career, keep this in MIND!!