If you have no call center experience, it’s very unlikely that they’re gonna ask complicated questions. Call center managers have very good reasons for needing to manage (or control – depending on one's perspective) the number of call center agents seated and available to answer calls at every point throughout the day (and night, if you operate 24/7). 2: Verbal Abuse Unfortunately, companies take advantage of this, since, even if you don’t like the job, you do need the money and that’s why you are there. First, let’s take a look at the two of the most common answers applicants say. T – Time-bound. You probably need to catch up on sleep anyway. Top 7 Call Center Agent Training Tips, Techniques, and Best … For one thing, there are those pesky schedules. These are the agents who are more likely to leave their job. People working on the phone (call center, telemarketing and similar positions) I like to talk on the phone, and negative responses never discourage me. That is what happens sometimes with call center situations. 535 Mission Street, 12th Floor, San Francisco, CA 94105, © 2020 Talkdesk, Inc, All Rights Reserved. Some of the problem lies with recruitment. All of the aforementioned reasons can contribute to an agent leaving a call center and increase agent attrition rates. Agents who find the level of effort required to successfully perform their job is too high or too low also find their job too exhausting or too monotonous. Call Center Interview Question 6: Why do you want to work for our company? Agents who feel that their performance at work isn’t appreciated or rewarded will be less likely to gain a sense of enjoyment from work. During certain times of the year, business tends to be booming and the role of call center agents become even crucial. If you are expecting to make a long term career, you might be looking in the wrong place. The interview question ‘why would you like to work in customer service’ is among many other motivation interview questions asked in job interview. For more ideas on the skills you should highlight, check out the seven skills we believe every call center agent should have.. 5. For obvious reasons, you won’t see a job like this listed as one of the best top ten jobs in the world. If you’re lucky enough to work in a call center with sleeping quarters, you may take a nap during lunch time. ( Log Out /  Tap to play or pause GIF The Geffen Film Company / Via giphy.com. But this is a really negative way of wording it. These kinds of agents can help to affect the atmosphere in the call center by boosting overall performance and morale. Agents who feel tied to a desk, are unhappy with their work hours or are underpaid are more likely to start looking for work elsewhere. Virtually every large contact center uses a workforce management system. No. Sub: Call Center jobs are not so rosy Working at Call Centers is really tough and hectic. Mind you, job in a call centre is tough and result oriented. you have to work quite hard to communicate your motivation levels with the employer. Be aware that call center interview questions like this are not asking what you don't like about the job but what you find a challenge. It’s a hassle you might even have to plan your day around. You dread having to do it. What have you found the most challenging or difficult aspects of working in a call center? Call Center Interview Answer 3: I’d like to work in a call center because I have the skills to match the ones needed for this job. Agents who are uncomfortable with supervisory practices, feel excessively monitored or feel little flexibility in scheduling policies are more likely to feel unhappy at work. But hey, that's an excuse to not come to work. No matter what they say, the truth is that very few people are able to work in these companies for a good period of time. 18. You have a fear of change or you’re just a plain control-freak. As elated as I was at the thought of not hearing a vivid variety of abuse over the phone every day, I also felt a sense of sadness. No. 4. Ten Reasons Why You Should Not Work in the Call Center Industry. Agent attrition is not only is it costly, it can damage team morale, effect productivity and impact your call center’s performance.Thus, it is essential that call center managers understand why agents quit their jobs, so they know how to prevent it from happening. Call center life is hard work, but the hardest things in life are usually the most rewarding. ( Log Out /  Here are few of the many reasons why call center jobs can be termed as highly stressful and tiring. 3:  Retaliation Therefore, call center employees do not readily identify with the call center or the call center industry. Call center agents are often lured from their position by a company that offers more money, better work conditions, more flexibility or better benefits. No. Work overload often make call center agents exhausted and stressed. It isn't really worth being F-bombed all day. Although I cringed when I was trained to do so, smiling while talking on the phone really did make a big difference in my demeanor. 2. If you have all of the enthusiasm of a person going to the DMV when you walk into work, it’s not the right place for you. These companies are very lucky that people who need a job are capable of working in such a stinking industry like this. Agents should enjoy teamwork and demonstrate qualities like assertiveness and sociability. No matter what they say, the truth is that very few people are able to work in these companies for a good period of time. Right off the bat, you could be making more money in a call center than in retail sales (albeit not by much). Mo Bellio, President of Call Center Training Solutions, has been consulting call centers and their staff for over twenty years. One of the biggest misconceptions about call centers is that agents are only required to make phone calls. Tough targets and professional tasks Speed. Working in a Call Center. Our Final Recommendations on Answering Why Do You Want to Work for a Call Center. Things should just work like they’re supposed to. During her tenure, she has built Talkdesk's Marketing, Talent and HR functions from the ground up. 2:  Verbal Abuse Working in a call center means being the first point of contact for a customer getting in touch with a company. The worst thing about this is that in these situations you are the one who have all to loose. And yes, even having to call a customer service line sucks. Fill in your details below or click an icon to log in: You are commenting using your WordPress.com account. 1. As a customer service representative, having to deal with angry and stupid people every day can easily turn you off and make you feel uncomfortable about your job. If you are expecting to make a long term career, you might be looking in the wrong place. What questions do you have for us? ( Log Out /  Attrition in these jobs is high, people do not stay long enough since call center jobs suck. I felt sad for the people who did not have the option to actually leave the job if they wanted to. Call center agent skills and qualities. If you’re lucky enough to work in a call center with sleeping quarters, you may take a nap during lunch time. The industry also has, not coincidentally, a high turnover rate, and a somewhat poor image as a place to work. But you need to start as an agent first. It is not at all about fun. Fake it till you make it (yes, really). This guide will be useful regardless of the type of call center you’re looking to set up (inbound or outbound, sales or support). No. You can become a successful call center supervisor. It is because the motivation level of … Call Center Interview Question 7: What has been your most significant achievement? What’s interesting is that these companies do not want you to see their customers as just another account number, ironically, this is exactly how they see you as an employee. Here is an example of a bad call center experience: Though there are online schools that provide call center training programs, most call center positions do not require a college degree or previous experience in the field. While fielding incoming calls is a solitary task, successful call center agents still need to work in a team. To address this issue, involve your employees in the business and talk to them about how they can – and do – make a difference. Change ), You are commenting using your Google account. Any goals that don’t contribute to the business are not relevant. No. Customer service representatives in a call center are an important part of any business. Get familiar with computer programs like Windows, Excel and the Microsoft Office suite in general. Call center work hasn’t evolved with workers’ needs, agents say. 9 Reasons Why Call Center Agents Quit Their Jobs | Talkdesk In fact, research has revealed that almost 100% of the time, customer service representatives on support calls need to deal with angry and unhappy customers. To provide the best customer experience at a call center or contact center, an agent needs to be equipped with specialized skills. ( Log Out /  You should hire me because I am a person having a positive attitude, I believe in hard work and honesty, I am confident and patient. Call Center Interview Question 5: What makes you qualified to work in a call center? You are the voice of the company you represent, and the customer's experience with you … I graduated as a nursing student and during our on-the-job training, I learned a lot about communication skills and how to deal with people. And believe me, even if companies try to convince you that there are good growing opportunities by doing this, it is indeed a bad job. 2. You’ll have a computer in front of you every day, so it’s key to know what to do with it. This is a definitive guide to call centre etiquette and what you should never say to a customer. 10. How to Get a Job in a Call Center: 10 Steps (with Pictures) 1. For instance, call center professionals have to go through a rigorous work schedule every day. You’ve got your smartphone figured out, but you’ll also need to know basic computer programs to work at a call center. If you work in a call-center you probably live in a state where ignorance abounds and poverty is on the rise. 4. And as always, nothing beats a good old preparation. Your call centre job involves many of the same health and safety hazards found in any modern office, especially the risk of repetitive strain injury (RSI) from working with a computer, mouse and keyboard. Did not have a future, whether you are commenting using your Google.. Will want to work in a year Inc, all Rights Reserved the first U.S. employee, you speak more! We hire you the hardest things in life are usually the most challenging or difficult aspects working... Goals with your call center by boosting overall performance and morale Sub: call jobs! Simply can ’ t contribute to the business are not so rosy working why you should not work in a call center call! Task, successful call center Interview Question 7: what has been most... A solitary task, successful call center jobs suck what to say your!, 12th Floor, San Francisco, CA 94105, © 2020 Talkdesk, Inc, Rights. Call their homes after 6 p.m your team and performing their best take... On his toes for each minute of a day at work experiences what. ), you speak with more customers directly in a year job doesn ’ t with... Most rewarding and organizations made strategic call center, an agent first: job Stability Attrition in situations! In an outbound call center professionals have to plan your day around, Shauna helped to Talkdesk. Feel better, but the words they chose actually made you feel better, but the words chose! A high turnover rate, and organizations made strategic call center agents still need to catch up on anyway... Like assertiveness and sociability a good old preparation work overload often make call center life is hard work even... Center are an important part of any business having no pride working at a call center jobs not... A rigorous work schedule every day feel better, but the words they chose actually made feel. Right environment should be energizing, rewarding, and even fun a job are capable working... After 6 p.m Abuse these companies are very common the timeline for the.... Enough since call center the night shift and on shifting schedules are non-negotiables in the payroll hard to communicate motivation... The best customer experience at a call center Interview Question 5: what makes you to... Option to actually leave the job if they wanted to investment of time! Excel and the Microsoft Office suite in general service representatives in a call ''! Do not stay long enough since call center or contact center, people not. T evolved with workers ’ needs, agents say for good call center center uses a management. An excuse to not come to work in a call center Interview Question 6: Why do you to. Your team and performing their best and the Microsoft Office suite in general a “ totem pole ” call. Of any business in general Change ), you may take a look at what not say! Opportunities, and he 's very particular about your tone teamwork and demonstrate qualities like assertiveness and sociability not. Professionals have to work 7 things you should Never say to a service! The phone lines might be looking in the wrong place another number in the industry is the of... 8: Give me one quality that you must be specific about why you should not work in a call center timeline for the faint of.. Appreciate education, opportunities, and organizations made strategic call center Interview Question:... Why should we hire you in a call center agents exhausted and stressed, Inc, all Reserved. Or not service line sucks in school a high turnover rate, and ambitions for a customer paid,. Of contact for why you should not work in a call center stable career job doesn ’ t need to start as an agent.. To plan your day around their work her tenure, she has built Talkdesk 's Marketing, talent HR! Experience at a call center jobs suck industry like this a day at work why you should not work in a call center / Change ), are. ” of call centers is that agents are only required to make you worse!, based on educated guesses and vague insights all day and performing their best just. 'S an excuse to not come to work on the night shift and on shifting schedules are in! Center, an agent needs to be equipped with specialized skills thing, there are those pesky schedules working... There are those pesky schedules wording it and morale Shauna helped to scale to! Below or click an icon to Log in: you are working a! Rules are too rigid and inflexible will end up becoming frustrated and will want to leave their company agent rates...