When you walk into the room, there's a lot of chaos - it's almost like walking into an ants' nest. I thought this impression would change with time, but honestly, working in a call center was the worst job in my life. You call people who are not interested 90% of the time and treat you like you're a computer-generated voice. The other 10% get annoyed while talking with you because the "10-minute survey" already takes 15 minutes, so they want to hang up. The good thing? After a week of working, it gets more manageable, and you can work automatically while watching a movie or reading a book - and it's not an exaggeration. Like many of my contacts, I always thought this meant that I was, in fact, becoming a computer.
I've started my career working in a call center. Working in a call center can be a great experience. You get to interact with a wide range of people from all walks of life and help them with their various needs. The environment is often fast-paced and exciting. You also get to hone your communication and problem-solving skills. It can be rewarding to be able to help someone, and you can build meaningful relationships with customers. On the downside, it can be stressful at times, and you might find yourself dealing with difficult customers. Overall, though, it can be a very rewarding job if you are up to the challenge.
Hello! Call center's are tightly structured and governed by certain metrics agents must meet. I spent time in two high-volume call centers, but the differences between the two were night and day, primarily because of the size of the center itself and the supervisors plus their managers. At the first, it was more formal, and agents were expected to take a certain number of calls in a given shift, solve concerns in a defined periods of time, and cross- and upsell services. The second was more relaxed in that we still had to answer calls and handle customer needs within certain parameters, but the product/service didn't involve as many angry callers. To be successful as a contact center agent, be sure you can sit in one place for a few hours at a time. Be prepared to notify the appropriate leads if you need a bathroom break and to only take breaks at scheduled intervals. Make sure you have the constitution to deal with customers who could be having a really bad day.
The honest truth is that call centers can be difficult places to work at. They're known for their less than stellar work policies, high turn over rates and general lack of polish. A majority of these things are true. One call center may handle business for several companies, so you won't find too much variance in the level of quality just because you work under a different name. You can expect long days, quotas and high performance demands. Once you add in potentially disgruntled customers, it becomes quickly apparent why Call center work is not a job that many people want to stay at long term. In essence, call center work should almost always be treated as a transitional job opportunity. It can help you get by when times are tough but it is not the place you want your career to end in.