|
| |
| Join
a call center to steer your career in
the right direction |
 |
By
Sunder Lal |
| |
| As a beginner, if you are
looking for an easy and nicely paid job
opportunity – career in a call center
is the best bet. You must have heard a
lot about call centers too; perhaps many
of your friends are already working in
them too. But do you know what call centers
really are? How do they operate? What
are the various services that they are
offering to countries across the globe?
This article will help you understand
some of the facts that you must know before
joining a call center. |
| |
| “All my friends
talk about call centers, but I don’t
know what they really are.” |
|
| Picture this: It is 10:00
am in California, i.e., 10:30 pm in India
when over 300,000 Indian professionals
are answering customer calls or processing
transactions for overseas clients –
these are typical call centers in India.
Simply put: a call center is a centralized
office where a large number of customer
requests are handled over the phone.
The calls may be inbound, i.e., you
only receive the calls; or they may
be outbound, where you make the calls
for survey, telemarketing, follow-up,
and support, etc.
|
| |
| “Which call
center should I join and what type of
remuneration can I expect?” |
|
| The major business processes
that call centers in India are serving
include customer care, technical support,
HRM, finance and accounting, health care,
administration, etc. For better career
growth, you must pick the one that suits
your educational qualifications and interests
the best.
The starting salary can range from
Rs.8,000 to Rs.12,000 per month, as
per your skills and technicalities of
the job. Most call centers have a variable
performance-based component in the salary
too. As you grow and become a team leader
or manager you may get anything between
Rs.18,000 to Rs.25,000 or more.
|
|
| “What would
be my role as a beginner in a call center?” |
|
| As a beginner, you will be
hired as a “call center agent”
to handle inbound or outbound calls. These
calls may be of technical or non-technical
nature based on your expertise. You will
be given a workstation, a computer, and
telephone equipment for this purpose.
Most call centers in India provide extensive
training on the product or service, call
handling, language, and accent too.
All the calls are monitored in a call
center to grade the amount and quality
of work done by an agent. Most call
centers have monetary benefits attached
to parameters such as average call time,
login-logout times, maximum time on
call, leads generated, and many other
factors related to the project. As you
start working, you will catch-up fast
on all these processes.
|
| |
| “I have heard
that call centers have endless floors
with thousands of people on call, all
through the night – is it not difficult
to work in such an environment?” |
|
Target oriented work environment,
challenges, and odd timings might make
some people feel that way. But the fact
is that working in a call center gives
you a great deal of exposure in terms
of:
-
Client interaction on a global level
-
Handling difficult situations
-
Getting in-depth product or service knowledge
-
Negotiation and convincing capabilities
All these help you in becoming an experienced
person with varied skills and make it
easy for you to move up in the role you
aim for. |
| |
| “Is there enough
scope of growth in a call center career
in India?” |
|
| According to NASSCOM the
Indian ITES-BPO segment grew at 37% in
2005-06. This growth is attributable to
the large talented pool of young and highly
skilled English-speaking workers, time-zone
advantage, and low cost. If India continues
to offer these advantages, the growth
is inevitable. You can be a part of that
growth too. |
| |
| ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Re-Print Guideline |
|
Do You Want To Use These
Articles? FREE Re-Print Rights!
Permission is granted to reproduce any
of these articles but the article content
CANNOT be altered and credit must be given
to the author and also an active link
to
http://www.bpojobsite.com.
|
|
| |
|
| |
| |
