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| Rewarding
job prospects and growth opportunities
in call centers |
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By
Ram Naik |
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| Call centers in India are
providing great career options to fresh
graduates, industry experts, managers,
as well as subject matter experts. The
number of call centers in all major cities
in India such as Delhi, Bangalore, Hyderabad,
Chennai and Mumbai is rising and many
new call centers are opening up branches
in level two cities also. This has made
it possible for all types of candidates
to experience working in a call center. |
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| Qualifications required
for joining a call center |
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| The eligibility criteria
in a simple inbound customer care call
center are quite simple. All you need
to have is 10+2 qualification, good command
over spoken English and an attitude to
learn and serve customers. Most call centers
provide extensive in-house training to
candidates new to this field. You may
also join a call center training institute
to make your chances of getting selected
in a better call center easier.
Call centers catering to technical
or professional domains might require
candidates with past experience or qualification
in those areas. For instance, some call
centers only take candidates with MCSE,
CCNA, CCNP, BCA, MCA, etc. certifications
or degrees.
Outbound call centers that do telemarketing
might take in candidates with previous
sales or marketing experience.
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| Career prospects
and growth in a call center |
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Call centers serve many business
sectors, including: customer service,
banking, pharmaceuticals, manufacturing,
catalogue sales, technical support, help
desk, collections, travel reservations,
market research and surveys, and a lot
more. Before picking up a field you must
consider your qualifications and interests
and join a call center that meets them.
By doing this, you will get an in-depth
understanding of:
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The global market and players in that
domain
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Thorough operational knowledge of that
field
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Major customer queries and their resolution
All these experiences will help you
in getting even greater opportunities
in your area of expertise. You will
join a call center as a customer care
executive or an agent and as your experience
and performance improves, you will move
on to the next levels. These include:
team lead, project lead, project manager,
process manager, trainer, training manager,
and so on. A candidate with suitable
attributes and two years of call handling
experience can become a team leader.
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| Pay scales in call
centers |
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| Call centers pay much higher
salaries even to fresh candidates as compared
to other industries and that is why many
graduates choose call centers to start
their careers. To start with, a beginner
customer care representative is paid anywhere
between Rs.8,000 to Rs.15,000 per month.
Team leads get up to 26,000 per month.
Managers and heads can get salaries ranging
from 5 lacs per annum to 12 lacs per annum.
Experienced professionals and subject
matter experts are paid even higher. And
there’s always a performance-based
incentive attached to the salary. |
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| The biggest call
centers in India |
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| Genpact, WNS Global, Wipro,
HCL, Daksh, Progeon, Aegis, EXL, and 24/7
Customer are some of the biggest call
centers in India with as many as 7,000
to 20,000 employees. You should pick your
call center based on the work environment
you like and the process that suits your
qualifications.. |
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