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.