Of all customer service jobs, call-center jobs are popular because they are flexible and do not demand previous training. Furthermore, many call center jobs can be worked at part-time. Most new agents receive on-the-job training before they start work, and may complete preliminary tests that measure their readiness to start the job. Even after they have started work, they are regularly monitored by managers who listen in on their calls. Since call center jobs are solely customer-service oriented, managers ensure that these workers are continuously providing top-of-the-line customer service.
Call center jobs are easy to find. Most businesses that have call centers include corporations, hotels, and healthcare centers. These institutions are widespread in metropolitan, suburban, and rural areas. Most agents, therefore, do not have to commute long distances to reach their jobs.
Today, many call center jobs are shifting to home-based agents. That is, companies are hiring home-based, part-time workers in lieu of full-time, on-site call center agents. Therefore, more companies are lacking actual call centers, but ''home-shoring'' calls to home offices. For companies, this transfer greatly reduces the expenses of operating an on-site call center. Furthermore, since agents are essentially working as independent contractors, companies do not have to pay for their health insurance or other benefits.
Fortunately, many call center agents embrace the fact that they can work at their jobs from home. Once a company employs them, the company sends them a training manual and may provide an Internet tutorial as well. Home-based agents do identical work as on-site agents, but enjoy the comfort of working from home. Furthermore, they enjoy not having to spend extra money on transportation to get to work. In addition, mothers who have young children often do this work to keep them occupied while their children are at school. These jobs are also appealing to seniors who are not ready to fully retire, as well as handicapped people who are unable to leave their homes.
Yet, home-based agents are responsible for purchasing their own telecommunications equipment. This equipment usually includes a telephone, data-entry software, and perhaps another phone line. These start-up expenses can be costly, but often pay for themselves once a call center agent begins working.
Despite an agent’s freedom working from home, company managers still require screening tests before they start work. Moreover, managers still listen in on their calls to ensure they are adhering to call-center polices. Employers also make sure that new employees have minimal distractions at home. If agents are still taking care of young children at home, or have loud pets, they may be disqualified from call-center jobs.
Home-based call center jobs are extremely diverse. Some agents may take retail orders while other agents book hotel reservations. Call center agents also handle customer complaints and follow the company’s procedures for resolving them. For instance, they may offer discounts or other special deals per their employee manual’s instructions. If unsure, they can always get in contact with their manager to find out the right solution.
Call-center agents can also expand their jobs to full-time work. While many agents treat their jobs as supplemental income, full-time agents take multiple call-center jobs to earn their entire living. This may mean the extra expense of setting up more phone lines.
Most agents earn a set amount in cents per call, as well as extra income for successfully closing a sale. For example, agents may earn 20 cents per call but 75 cents per reservation booking. Some agents may make as much as $15-$20 per hour. However, these agents have to work as many hours as they would if they were at an actual call site.
The chief complaint about virtual call-center jobs is that since they are home-based, many people feel secluded. They miss the camaraderie between co-workers and the face-to-face time with other people. Moreover, they may struggle with the self-discipline required to work these home-based jobs, since there are no managers around to prod them. However, the majority of people who choose this home-based work do it because it conforms to their lifestyle.
The trend of shifting call-center jobs to home agents is still very much alive. Therefore, agents who want to work on-site call center jobs may be discouraged by this development. Many agents should also stay aware that customer-service jobs have high turnovers. As a result, prospective agents should take time ''shopping'' around for the right call-center job. While searching, they should especially seek out good pay, location, flexibility, and sympathetic managers. Good on-site call centers also promote a team mentality, provide job-related seminars, and give good incentives—such as money or gift certificates—to top-performing employees.
Another ''occupational hazard'' for call-center jobs is boredom. It can be repetitive answering the same calls and dealing with difficult customers. Luckily, a number of high-quality call centers try to vary the environment, by training call-center agents in new job duties and assigning a number of supervisory customer-service manager jobs.
Not everyone is well-matched to a customer-service job. All call-center agents face rude customers at some point, as well as stressful situations that demand quick thinking. Many call center employers are realizing that not everyone is cut out for customer-service jobs, and are instituting more screening exams before hiring workers. Moreover, it is increasingly essential for agents to have fast typing skills and data-entry computer knowledge.
