Is working in a call center a wise career move or simply a dead-end job no one really wants to do, or they do it anyway until something better comes along? I have been an advocate for the call center space all my adult life. My first job out of high school was working in a small call center. Although, I was a pretty good communicator outside the job, it seemed I couldn’t put the words and phrases together well enough to keep from getting people upset with me and calling me hurtful names. If it wasn’t for my father ragging on me about my employment choice and telling me I would fail, I probably would have quit my first week. But, instead I kept with it, trying “script-after-script” “line-after-line” just to get the same result. I began to study top teachers and philosophers, I enrolled in a college psychology class and came across an interesting finding. I discovered the psychology of people is far more predictable than I had understood before. I began to study NLP and other anthropological studies. I began to apply what I was learning and the results seemed magical! Almost over night I became the top producer at my company. Everyone started asking me what I was doing. The manager approached me after about 6-months into my employment and promoted me to supervisor/trainer. Before my one year anniversary at this job I was promoted to manager. The company was growing by leaps and bounds and by the 3 year mark, they sold to another company that was not interested in any of the employees and so, I found my self out of a job – for about 3 days and then I received a call from the largest BPO call center in the country at the time offering me a supervisor job on the spot. I accepted the job and implemented my training program there and the results were the same, exponential results! Out of 30 teams my team never fell out of the top 3 producers for over a year. I was promoted to manager after one year and lead my department to company production records for the next 2 years. I was then approached by another up and coming outsource call center that offered me the Director of Operations Position at their company. I again implemented my training program with amazing results. This company grew 300% in my first year and a half. By now I am still relatively young and had not finished college, but had about 6 years management experience in the “call center” space. I was earning more income than all my friends that had graduated college. I was now getting calls from companies across the country interested in my services. as a young guy, I was flying from coast-to-coast interviewing and checking out large call center operations I never knew existed. To keep a long story short, I have been very fortunate to find work in a broad field that encompasses call center operations. As time moves on, the growing demand for technologies and support tools and resources to help call center operations, becomes ever more essential. I do speak frankly that the call center space is not an industry, but rather a function of a business. Nearly every business of significance has need for a call center operation. a call center operation belongs to almost every industry, which gives cause for “skilled” people to fulfill those positions. The need for call centers has far outgrown the qualified personnel to manage them. Companies have a challenging time wrapping their arms around their in-house call center operation, because no one actually understands or knows how to best manage it. Most companies appoint someone within their organization that most closely fits their job description or duties and then hope for the best. In too many cases, company executives that have the responsibility over the call center will rely on unqualified “consultants” or technology sales people to provide them best-practices, when all sales people want to do is sell you their products. In my experience this has been the biggest disaster to an operation since the “rotary telephone.” So here is my point. Working as a call center “front-line” agent is a WISE career choice that will lead to fruitful abundance IF YOU ARE GOOD AT IT! I will never understand how a company can look down on a call center representative and consider that position an entry level calling, especially when that person has the greatest influence on the customer. There are so many opportunities for an expert call center specialist. The good you can do, the effect you can have, the career that awaits you if you are dedicated and learn the profession will be well worth the early struggles, challenges and obstacles. The demand for qualified leadership is currently off the charts and will continue to be that way for many decades to come. Did you know that most call center executive leaders earn more income than many attorneys or college professors? If you are a front-line call center agent, you should never look at your job the same way ever again. Yes, it may be the beginning of the “yellow brick road”, but you should realize where that road leads. Somewhere BIG, VERY BIG!
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