Call Center Critique- The Ins and Outs of Customer Service

Ever think of working in a call center as a customer service representative? Well here is my call center critique. When looking for a position in a call center, there are several things to consider. Though experiences may vary depending on the company the individual has worked for, there are some general aspects of customer service that exist within call centers across the country. These aspects may aide you in determining whether a customer service position is something you are looking for.

An entry level customer service position can be relatively easy to get; in a lot of cases prior call center experience is not required. Prior experience with working in retail, fast food, or any job that an individual has had direct interaction with customers can be considered good background for working in customer service. Don’t be discouraged if you feel you have little or no prior experience working in call centers because if you’ve been able to positively interact with customers by meeting their needs and resolving their concerns, it will be relatively easy to fit into a call center environment. Customer service jobs are ideal for those who may be in a continuing education program and currently only have a high school diploma or equivalent. The entry level job often requires minimal education requirements. If some college coursework has been completed or if an applicant has a college degree, the employer is often willing to boost the starting salary.

In customer service it’s important to have a non abrasive personality and positive attitude regardless of the situation. When building your resume for a customer service type position, there are some key things that you should stress on your resume. Be sure to highlight your ability to work with others and interact with customers positively. You will want to emphasize your ability to work efficiently in a faced paced environment. You will want to make sure you are able to communicate clearly and effectively with customers. You will also want to be sure to have good typing skills. While your typing will quickly improve on the job, you will want to make sure you have prior typing knowledge, as you may be tested prior to getting a position. On your resume make sure to include skills such as typing and your ability to interpret and relay information to customers. Include any computer programs you are familiar with such as Microsoft Word or Microsoft Excel. Customer service positions often require representatives to work in multiple programs at once to accomplish a variety of different tasks.While accomplishing tasks for your customers you will generally remain on the phone with them. The ability to multitask is something a call center employer will also be looking for and this should be incorporated into your resume as well. The following books will give some guidance in writing a resume for a customer service position.

There are positive and negative aspects of every job. There are several positive aspects of working in customer service. One positive thing about working in customer service is the decent pay rate for little or no prior experience with working in a call center. A customer service representative can have a starting pay rate ranging from $10 -$14 per hour. Customer service usually offers full time positions verses part time, so you may have the opportunity to have a set schedule. Many customer service jobs now offer the opportunity to work from home, this is a huge plus because of the savings on gas, food, and in some cases you internet bill. Being a customer service representative can give you a feeling of personal accomplishment because you are constantly resolving customer concerns and being thanked for your efforts. If you are working as a customer service representative in a larger corporation, there is often an opportunity to move up in the company fairly quickly. In larger corporations you may also receive benefits such as much reduced health and dental insurance, tuition reimbursement, paid time off and performance bonuses. In the majority of companies the customer service representatives have the ability to receive performance bonuses based of various factors that relate to their job and how they are scored. These are often referred to as metrics. Some common metrics include the average ratings you receive from your customers and how well you perform your job which can be based on your call reviews from management. For tips on how to perform well in a customer service position, see the books below.

It’s time to take a look at the negative side of customer service. A lot of companies require representatives to work a certain amount of weekend or evening hours a month, so be sure that you are able to do this. One of the negative aspects of working for a call center is the lack of control over the amount of calls you will receive in any given day. In most companies the calls sit in a queue and are directed to the next available representative. If you are working for a fairly busy company, the nonstop calls may become overwhelming and you may feel the need for more breaks. In most cases you do have the option to briefly stop another call from coming through, but this may have a negative effect on your performance ratings if done too often. The negative aspect of having metrics is that you will be expected to meet certain performance goals the company has set and if you fall short, you may receive some type of warning. How you cope with the pressure to perform can make or break you as a customer service representative. Customers are generally amiable but you will also come across those customers who are less than ideal to work with and you must keep a positive attitude with all customers. Below are some books that will coach you on keeping a positive outlook on your job even with your toughest customers.

Customer service is a great starting job for a newbie in the work force and a great interim job for those who are already in the workforce. It can also provide a stepping stone to a higher position within a company. Any way you look at it there are great benefits to working in a customer service. There are a few low points as well, as with any job, but there are many resources available to make you into a successful customer service representative, so go for it!