A surge in the number of call centers around the globe is creating a high demand for those with the right skills. With salaries climbing and opportunities expanding, more people are dialing in to the rapidly growing call center industry for a successful career. Holding immense Growth potentials, the industry has opened various career possibilities for graduates as well as HR, technology, quality, migration and marketing professionals.
Career Opportunities
Call centers may be a division within a large corporation, or they may be part of independent companies that contract calling services to others who need them. Category Description of Diversified Career Options:
Customer Service
These people are answering the telephone, sending and receiving emails or providing customer assistance and other Customer Relationship Management functions.
Telesales
These people are using the telephone to make "outgoing" telephone calls for sales, research or information verification.
Help Desk
These positions consist of people working on the phones supporting customer (and company) requests for help with their computers, networks, etc.
Call Center Operations
Supervisors, Managers/Directors and Senior Management Positions working directly in the call center.
E-Commerce
The positions posted in this section range from people handling web site requests all the way up to General Managers developing the strategy for integrating a call center with e-commerce activity.
Support Cast
Operations Support Positions like Training, HR, Quality and Payroll
Telecom/IS
Duties include MIS, software programming, supporting ACD and CTI systems, networking and telecommunications engineering.
Account Management
These positions work together with the Call Center to set goals, communicate program requirements/changes, etc and include Sales and Business Development people.
The Job Demands
Career-oriented team players with good people skills are always in demand. Sales skills are a plus that may take an employee to another level.
The Must Have's
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Call centers, particularly those doing outbound work, have no educational or certification requirements, though some recruiters prefer some kind of customer service background. Centers providing technical support or other specialized information require a high school diploma or even a college degree.
Demand for Indian Employees in the International Call Center Industry is expected to increase by a large number. Initial Pay Scale in this domain is generally high and competition for labor among dozens of area call centers is expected to boost compensation, further.
