Climbing Up the Ladder of Call Center Career

Climbing Up the Ladder of Call Center Career

When a young professional says that he is working as a call center agent, people often think that his job only revolves around answering client and customers calls. This is actually a common misunderstanding about call centers. Many people mistake the call center industry as a customer care business only. However, what they do not know is the diversity of jobs that exist in call centers and business process outsourcing companies.

Call centers may either be a division of a large corporation or an independent company offering contract calling services. When the business process outsourcing (BPO) industry flourished in the 21st century, companies offering calling services emerged in the market. Because of its rapid growth, these call centers managed to offer services beyond the caller-care realm; other departments also opened with new positions to fill in. Hence, call centers nowadays do not simply offer call center agent positions.

The most common job and the opening position for starting employees is customer care representative. People with this job perform customer management relationship functions such as sending and receiving e-mail inquiries for customer assistance. Some companies refer to this position as customer care executive.

With a function slightly similar with customer care representatives, call center helpdesk persons entertain call requests for service on gadgets, appliances and other devices. Some client companies also call these helpdesks to seek for assistance in their network systems. On the other hand, those who handle telesales make outbound calls to potential customers for selling and marketing of specific products.

Moreover, call centers have also integrated internet activities in their operations, enabling them to develop their own e-commerce division. Those in the e-commerce handle website requests from clients, which are developed into strategies in order to integrate the call center with e-commerce activity. There are also employees who work on the technical side of web development including software programming and telecommunications engineering.

Account managers and support cast consist of the human resource department, training team and accounting division. All operations are directed by managers, directors and supervisors. Given these pool of job opportunities, one cannot say that a call center agent's work starts and ends in telephone calls. There are other options to choose from, and an agent can eventually climb up the ladder of their call center career.

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