Copywriteroffice

Serp data

Request Result

The request result help you to show your API requests results.

stdClass Object
(
    [data] => stdClass Object
        (
            [query] => Everything you need to know about working in a call center
            [search_url] => https://www.google.com/search?q=Everything+you+need+to+know+about+working+in+a+call+center&oq=Everything+you+need+to+know+about+working+in+a+call+center&num=30&hl=en&gl=US&sourceid=chrome&ie=UTF-8
            [device] => desktop
            [hl] => en
            [gl] => US
            [search_engine] => google.com
            [number_of_results] => 15730000000
            [related_searches] => Array
                (
                    [0] => stdClass Object
                        (
                            [title] => types of call center
                            [url] => https://www.google.com/search?num=30&hl=en&gl=US&q=Types+of+call+center&sa=X&ved=2ahUKEwjq-Y3k8az1AhVIg3IEHRdBDmAQ1QJ6BAg1EAE
                        )

                    [1] => stdClass Object
                        (
                            [title] => why call center jobs are bad
                            [url] => https://www.google.com/search?num=30&hl=en&gl=US&q=Why+call+center+jobs+are+bad&sa=X&ved=2ahUKEwjq-Y3k8az1AhVIg3IEHRdBDmAQ1QJ6BAg0EAE
                        )

                    [2] => stdClass Object
                        (
                            [title] => tips for working in a call center
                            [url] => https://www.google.com/search?num=30&hl=en&gl=US&q=Tips+for+working+in+a+call+center&sa=X&ved=2ahUKEwjq-Y3k8az1AhVIg3IEHRdBDmAQ1QJ6BAguEAE
                        )

                    [3] => stdClass Object
                        (
                            [title] => qualification for call center job
                            [url] => https://www.google.com/search?num=30&hl=en&gl=US&q=Qualification+for+call+center+job&sa=X&ved=2ahUKEwjq-Y3k8az1AhVIg3IEHRdBDmAQ1QJ6BAgoEAE
                        )

                    [4] => stdClass Object
                        (
                            [title] => tips for call center agents working from home
                            [url] => https://www.google.com/search?num=30&hl=en&gl=US&q=Tips+for+call+center+agents+working+from+home&sa=X&ved=2ahUKEwjq-Y3k8az1AhVIg3IEHRdBDmAQ1QJ6BAglEAE
                        )

                    [5] => stdClass Object
                        (
                            [title] => call center jobs are for losers
                            [url] => https://www.google.com/search?num=30&hl=en&gl=US&q=Call+center+jobs+are+for+losers&sa=X&ved=2ahUKEwjq-Y3k8az1AhVIg3IEHRdBDmAQ1QJ6BAgkEAE
                        )

                    [6] => stdClass Object
                        (
                            [title] => call center agent skills
                            [url] => https://www.google.com/search?num=30&hl=en&gl=US&q=Call+center+agent+skills&sa=X&ved=2ahUKEwjq-Y3k8az1AhVIg3IEHRdBDmAQ1QJ6BAgjEAE
                        )

                    [7] => stdClass Object
                        (
                            [title] => call center jobs near me
                            [url] => https://www.google.com/search?num=30&hl=en&gl=US&q=Call+center+jobs+near+me&sa=X&ved=2ahUKEwjq-Y3k8az1AhVIg3IEHRdBDmAQ1QJ6BAgiEAE
                        )

                )

            [result] => Array
                (
                    [0] => stdClass Object
                        (
                            [paidPosition] => top
                            [title] => Blended Inbound Outbound Call Center Demo | Five9
                            [trackingUrl] => https://www.google.com/aclk?sa=l&ai=DChcSEwi6gp7k8az1AhXlBogJHVagAIUYABAAGgJxbg&ae=2&sig=AOD64_26glNCKf3M1clKZWZH24jCVd8LLA&q&adurl
                            [destinationUrl] => https://www.five9.com/landing/blended-demo-offer
                            [breadcrumbs] => Array
                                (
                                )

                            [description] => Identify, pre-qualify, and address customer needs with intelligent virtual agents while streamlining workflows. Watch a demo now!
                            [position] => 1
                            [serp_type] => paid
                            [isOrganicPage] => 
                            [isOrganic] => 
                            [serp_title] => Five9 Call Center Solutions - 18 Years of CCaaS Experience
                            [url] => https://www.five9.com/landing/blended-demo-offer
                            [serp_description] => Learn How Five9 Can Cut Expenses and Increase Call Productivity. Bring More Context to Every Call with Five9's Robust CCaaS Features. Advanced Dialers. Affordable. CRM Integration. Easy Setup. Types: Inbound, Outbound, Blended, Multichannel, WFO.
                            [hostname] => five9.com
                            [canonical] => https://www.five9.com/landing/blended-demo-offer
                            [h1] => 
                            [h2] => Array
                                (
                                )

                            [h3] => Array
                                (
                                )

                            [h2WithAnchors] => Array
                                (
                                )

                            [wordCount] => 149
                            [imgCount] => 13
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 2
                                    [outboundSize] => 0
                                    [list] => Array
                                        (
                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 4
                                            [name] => Blended Inbound Outbound Call Center Demo. 
                                            [tag] => h4
                                            [children] => Array
                                                (
                                                )

                                        )

                                )

                            [schema_type] => Array
                                (
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => Blended Inbound Outbound Call Center Demo. Got two minutes? This video shows how an AI-enabled Five9 digital workforce capably handles customer calls via phone, chat, or SMS, while also assisting and guiding agents. See what we mean when we say, “Reimagine customer experience and realize results.” Deliver improved experiences for agents and customer. Identify, pre-qualify, and address customer needs with intelligent virtual agents Execute seamless handoffs between channels and campaigns Guide and assist agents during live interactions Provide real-time analytics and recordings for supervisors Automatically score call quality using speech analytics Streamline follow up activity with workflow automation Trusted by Sign up once to access the demo and a full resource library. Hassle-free. All fields required. By submitting this form you are agreeing to Five9's Privacy Policy and Terms & Conditions. Your information is secure and will not be shared. × Register Now for Full Access
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 4
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 4
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 3
                                        )

                                )

                        )

                    [1] => stdClass Object
                        (
                            [paidPosition] => top
                            [title] => Customer Support Outsourcing | SupportNinja
                            [trackingUrl] => https://www.google.com/aclk?sa=l&ai=DChcSEwi6gp7k8az1AhXlBogJHVagAIUYABACGgJxbg&ae=2&sig=AOD64_0VD-vOYC8HCRfZCq1igGxd-fPNfw&q&adurl
                            [destinationUrl] => https://www.supportninja.com/customer-support
                            [breadcrumbs] => Array
                                (
                                )

                            [description] => Outsource customer support to ensure coverage, answer customer questions, gain higher CSAT scores, improve your customer retention strategy and loyalty
                            [position] => 2
                            [serp_type] => paid
                            [isOrganicPage] => 
                            [isOrganic] => 
                            [serp_title] => Outsourced Customer Service - 10, 25, 50 Well Trained Agents
                            [url] => https://www.supportninja.com/customer-support
                            [serp_description] => Get Customer Support Outsourced With A SupportNinja Call Center Team For 24/7/365 Coverage. 10, 50, or 100 Agents, We Help Businesses Scale Quickly With Outsourced Support Solutions! Modern Customer Support. Outsourcing for Startups.
                            [hostname] => supportninja.com
                            [h1] => Customer Support Outsourcing
                            [h2] => Array
                                (
                                    [0] => Data-Driven & Customer-Driven Experiences
                                    [1] => Assist Your Customers Around the Clock
                                    [2] => Build a reputation for phenomenal customer experiences
                                    [3] => An Integrated & Ethical BPO
                                    [4] => 24/7 Staffing
                                    [5] => The SupportNinja Advantage
                                    [6] => Customer Support Outsourcing Benefits
                                    [7] => Technical Support Outsourced
                                    [8] => Our Omnichannel Approach To Support
                                    [9] => Seamless Integration Across Platforms
                                    [10] => Some Of Our Clients
                                    [11] => Testimonial
                                    [12] => Experience What SupportNinja Can Do For Your Business
                                )

                            [h3] => Array
                                (
                                    [0] => Build Customer Trust
                                    [1] => Enjoy Savings
                                    [2] => Realize Brand-Safe Customer Service
                                    [3] => Scale Customer Experience
                                    [4] => Joe Gilgoff
                                    [5] => Logan Harper
                                    [6] => Michael Hanson
                                    [7] => SOLUTIONS
                                    [8] => NAVIGATION
                                    [9] => GENERAL INQUIRIES
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => Data-Driven & Customer-Driven Experiences
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => Assist Your Customers Around the Clock
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => Build a reputation for phenomenal customer experiences
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => An Integrated & Ethical BPO
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => 24/7 Staffing
                                        )

                                    [5] => stdClass Object
                                        (
                                            [text] => The SupportNinja Advantage
                                        )

                                    [6] => stdClass Object
                                        (
                                            [text] => Customer Support Outsourcing Benefits
                                        )

                                    [7] => stdClass Object
                                        (
                                            [text] => Technical Support Outsourced
                                        )

                                    [8] => stdClass Object
                                        (
                                            [text] => Our Omnichannel Approach To Support
                                        )

                                    [9] => stdClass Object
                                        (
                                            [text] => Seamless Integration Across Platforms
                                        )

                                    [10] => stdClass Object
                                        (
                                            [text] => Some Of Our Clients
                                        )

                                    [11] => stdClass Object
                                        (
                                            [text] => Testimonial
                                        )

                                    [12] => stdClass Object
                                        (
                                            [text] => Experience What SupportNinja Can Do For Your Business
                                        )

                                )

                            [type] => website
                            [wordCount] => 975
                            [imgCount] => 31
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 34
                                    [outboundSize] => 5
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.facebook.com/supportninja
                                                    [hrefDomain] => facebook.com
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://twitter.com/supportninja
                                                    [hrefDomain] => twitter.com
                                                    [isOutbound] => 1
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [text] => A
                                                    [href] => https://www.glassdoor.com/Reviews/SupportNinja-Reviews-E990073.htm
                                                    [hrefDomain] => glassdoor.com
                                                    [isOutbound] => 1
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.linkedin.com/company/supportninja
                                                    [hrefDomain] => linkedin.com
                                                    [isOutbound] => 1
                                                )

                                            [4] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.instagram.com/supportninja_us/
                                                    [hrefDomain] => instagram.com
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Data-Driven & Customer-Driven Experiences. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Assist Your Customers Around the Clock. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Build a reputation for phenomenal customer experiences. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => An Integrated & Ethical BPO. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => 24/7 Staffing. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [5] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => The SupportNinja Advantage. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [6] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Customer Support Outsourcing Benefits. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Build Customer Trust. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Enjoy Savings. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Realize Brand-Safe Customer Service. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Scale Customer Experience. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [7] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Technical Support Outsourced. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [8] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Our Omnichannel Approach To Support. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [9] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Seamless Integration Across Platforms. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [10] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Some Of Our Clients. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [11] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Testimonial. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Joe Gilgoff. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Logan Harper. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Michael Hanson. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [12] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Experience What SupportNinja Can Do For Your Business. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => SOLUTIONS. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => NAVIGATION. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => GENERAL INQUIRIES. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://assets-global.website-files.com/5c33e239cb9428582ff18501/5c79c8819254e96c54c02d3c_SN-logo-compressor.jpg
                                )

                            [schema_type] => Array
                                (
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => Customer Support OutsourcingProvide Consistent Customer Support Across Multiple ChannelsBuild My Dream TeamData-Driven & Customer-Driven Experiences. Assist Your Customers Around the Clock. The decisions your company makes can shape customer behavior and ultimately profit. That's why it's so important to provide excellent service at every turn in the customer journey. With SupportNinja by your side, you'll be able to use and scale data-driven methods with support ticket software that documents interactions between customers and staff for future reference and improvements. Additionally, our Ninjas can help meet the needs of customers that not even a detailed knowledge base can achieve.Build a reputation for phenomenal customer experiences. Outsourcing customer service and technical support helps you focus on what you do best: growing your company.‍Fast growth shouldn’t cost you high customer churn, expensive full-time support teams, or a backlog of unanswered technical questions. By outsourcing customer support, you get a team that’s prepared 24/7, eager to turn a customer’s potentially negative experience into a positive one. Outsourced customer service solves your need for support coverage and ensures that your consumers’ needs never go unaddressed. ‍The SupportNinja team is always on—and ready to scale when you are.An Integrated & Ethical BPO. Our team is committed to the success of each and every agent. That's why we invest in continued education, wellness and employee engagement activities constantly. We believe when companies put their employees first by caring about them as people they are better able to serve those who need our services most ~ your customers!24/7 Staffing. When you partner with SupportNinja, you gain access to a team that can support your company 24/7. Whether your customers need support in the middle of the night or on weekends, you can rely on your dedicated Ninjas to be there for them.The SupportNinja Advantage. The biggest issues in outsourcing are the lack of consistency, understanding and process alignment. Our team takes this into consideration right from the start by training Ninjas to provide consistent customer support across several channels in your brand voice. We help companies reduce customer effort, enable contact center employees, and continuously optimize business processes and outcomes. Your Ninjas also get empowered with tools that facilitate delivering amazing customer experiences!Customer Support Outsourcing Benefits. Build Customer Trust. Become the #1 trusted brand in your industry. No more unanswered questions from customers. Help customers in minutes, not hours or days.Enjoy Savings. Sure you could hire in-house, but you’ll most likely pay two or three times the amount you could spend with us. On top of that, we’ll handle the hiring, onboarding, quality assurance for every agent on your team.Realize Brand-Safe Customer Service. In addition to saving time and money, outsourcing customer service to SupportNinja will give your customers another reason to fall in love with your brand. We provide knowledgeable agents who are trained to be specialists in your brand.Scale Customer Experience. Your company won't have to worry about recruiting thanks to the support of SupportNinja. We'll help you facilitate your customer care, so that it can scale efficiently and successfully.Technical Support Outsourced. Technical issues are inevitable. Even the most thorough usability testing can’t replace the need for good technical support. At SupportNinja, we recruit and train your Ninja team to help customers 24/7 and turn at-risk users into lifelong, satisfied customers.Learn More About Technical SupportOur Omnichannel Approach To Support. Our talented team members are skilled at working with customers across every possible interaction. Whether it's voice, text, chat, email or social media they're well-versed in providing an informative experience for each customer and making them feel comfortable.CHATIN-APPEMAILPHONESOCIAL MEDIAOne of the most important goals of customer support is to respond to a customer inquiry with speed. Enabling customers to chat with your brand directly can lead to faster resolutions therefore reducing churn and increasing loyalty over time.In app support is perfect for enterprises who seek to achieve high customer retention. If a customer logs in and then has any questions or needs help with your app, they can simply tap on the "Contact Us" button within the app, input what's wrong and have all their questions answered without leaving the app.Email is versatile for offering customized support to customers. A timely, thoughtful reply from outsourced customer service Ninjas can help your customers get the most out of their purchase. There will always be customers who feel their inquiries can only be answered via phone. With outsourced customer service, your brand is just a phone call away to help with everything from simple password resets to complex technical troubleshooting.Your customers are spending their time on social media, so why shouldn't they get support from you there too? Our Ninjas provide a simple way to give your clients the actionable support and information that is sure to make them happy.Seamless Integration Across Platforms. Compatible with 100+ Support Softwares!Contact UsSome Of Our Clients. Testimonial. "Support Ninja has been an integral part of our successful scaling strategy, and overall evolution of the world-class experience that we provide to our customers."Joe Gilgoff. Customer Support SupervisorSeatGeek"SupportNinja has been extremely professional and thorough - their processes are fantastic and their internal support staff is beyond expectations."Logan Harper. Marketing DirectorDentalSave"Our partnership with SupportNinja has helped meet client demands we couldn’t handle internally. They have also given us great referrals with a much shorter sales cycle than we typically see."Michael Hanson. VP, GrowthCloudTaskSee Our ClientsExperience What SupportNinja Can Do For Your Business. Unleash the power of our Ninjas.Tell Us Your Needs XSOLUTIONS. Customer SupportBack-Office SupportContent ModerationLead GenerationData EntryImage ModerationNAVIGATION. CompanyClientsCareersHow it WorksBlogFAQGENERAL INQUIRIES. (800) [email protected]A © SupportNinja, a registered trademark of Ninja Partners Inc. | Terms of Service|Security Policy|Privacy Policy
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 43
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => support
                                            [tf] => 25
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => team
                                            [tf] => 11
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => supportninja
                                            [tf] => 11
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 9
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => ninja
                                            [tf] => 9
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => customer support
                                            [tf] => 7
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => experience
                                            [tf] => 7
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => customer service
                                            [tf] => 6
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => company
                                            [tf] => 6
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => technical
                                            [tf] => 6
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => brand
                                            [tf] => 6
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => provide
                                            [tf] => 5
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => outsourcing
                                            [tf] => 5
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => turn
                                            [tf] => 4
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => time
                                            [tf] => 4
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => question
                                            [tf] => 4
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => outsourced
                                            [tf] => 4
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => client
                                            [tf] => 4
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => outsourced customer service
                                            [tf] => 3
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => outsourcing customer
                                            [tf] => 3
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => technical support
                                            [tf] => 3
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => outsourced customer
                                            [tf] => 3
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => driven
                                            [tf] => 3
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => scale
                                            [tf] => 3
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => 247
                                            [tf] => 3
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 3
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => employee
                                            [tf] => 3
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => process
                                            [tf] => 3
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => inquiry
                                            [tf] => 3
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => app
                                            [tf] => 3
                                        )

                                )

                        )

                    [2] => stdClass Object
                        (
                            [paidPosition] => top
                            [title] => 
                            [trackingUrl] => https://www.google.com/aclk?sa=l&ai=DChcSEwi6gp7k8az1AhXlBogJHVagAIUYABADGgJxbg&ae=2&sig=AOD64_1G7pQzO6ztEjVhnoP1poYXN5-Rrw&q&adurl
                            [destinationUrl] => https://www.info.com/serp?q=best+practices+call+center
                            [breadcrumbs] => Array
                                (
                                )

                            [position] => 3
                            [serp_type] => paid
                            [isOrganicPage] => 
                            [isOrganic] => 
                            [serp_title] => Best Practices Call Center - Best Practices Call Center - info.com
                            [url] => https://www.info.com/serp?q=best+practices+call+center
                            [serp_description] => Find Best Practices Call Center Results Quickly On Info.com. Discover Info On Call Centers. Discover Call Center Results On Info.com. Best Practices Call Center Are A Click Away.
                            [hostname] => info.com
                            [h1] => 
                            [h2] => Array
                                (
                                )

                            [h3] => Array
                                (
                                )

                            [h2WithAnchors] => Array
                                (
                                )

                            [wordCount] => 0
                            [imgCount] => 0
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 0
                                    [outboundSize] => 0
                                    [list] => Array
                                        (
                                        )

                                )

                            [toc] => Array
                                (
                                )

                            [schema_type] => Array
                                (
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => 
                        )

                    [3] => stdClass Object
                        (
                            [description] => Explore 31 essential tips for working in a call center to discover how to work effectively while keeping stress at bay
                            [title] => 31 Tips for Working in a Call Center | Indeed.com
                            [url] => https://www.indeed.com/career-advice/starting-new-job/tips-for-working-in-a-call-center
                            [source] => https://www.indeed.com › ... › Starting a New Job
                            [list] => Array
                                (
                                    [0] => Focus on finding the source of the problem. ... 
                                    [1] => Take notes on calls. ... 
                                    [2] => Practice empathy. ... 
                                    [3] => Introduce yourself. ... 
                                    [4] => Don't interrupt. ... 
                                    [5] => Restate the issue. ... 
                                    [6] => Speak calmly and clearly. ... 
                                    [7] => Be personable.
                                )

                            [position] => 4
                            [serp_type] => featured snippet
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => 31 Tips for Working in a Call Center | Indeed.com
                            [serp_description] => Customer service tips for working in a call center
                            [zero] => 1
                            [hostname] => indeed.com
                            [canonical] => https://www.indeed.com/career-advice/starting-new-job/tips-for-working-in-a-call-center
                            [h1] => 31 Tips for Working in a Call Center
                            [h2] => Array
                                (
                                    [0] => What are the responsibilities of a call center agent?
                                    [1] => Customer service tips for working in a call center
                                    [2] => Professional development tips for working in a call center
                                    [3] => Self-care tips for working in a call center
                                    [4] => Related Articles
                                )

                            [h3] => Array
                                (
                                    [0] => Focus on finding the source of the problem
                                    [1] => Take notes on calls
                                    [2] => Practice empathy
                                    [3] => Introduce yourself
                                    [4] => Don't interrupt
                                    [5] => Restate the issue
                                    [6] => Speak calmly and clearly
                                    [7] => Be personable
                                    [8] => Be positive
                                    [9] => Apologize
                                    [10] => Ask before putting a customer on hold
                                    [11] => Share anecdotes
                                    [12] => Focus on what you can do
                                    [13] => Do your research
                                    [14] => Be patient with technology novices
                                    [15] => Act natural
                                    [16] => Press mute
                                    [17] => Pay attention
                                    [18] => Don't tell callers you're new
                                    [19] => If you're unsure, ask questions
                                    [20] => Practice using the database
                                    [21] => Be reflective
                                    [22] => Give feedback when you find opportunities for it
                                    [23] => Don't take it personally
                                    [24] => Practice using coping mechanisms
                                    [25] => Be kind to yourself
                                    [26] => Make use of downtime
                                    [27] => Take breaks
                                    [28] => Use meditative breathing exercises
                                    [29] => Stay active
                                    [30] => Make time for yourself after work
                                    [31] => What Does "Business Casual" Mean? (With Example Outfits)
                                    [32] => How To Start a Staffing Agency
                                    [33] => 10 Steps To Begin Your Own Business
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => What are the responsibilities of a call center agent?
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => Customer service tips for working in a call center
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => Professional development tips for working in a call center
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => Self-care tips for working in a call center
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => Related Articles
                                        )

                                )

                            [type] => article
                            [wordCount] => 2018
                            [imgCount] => 3
                            [lang] => stdClass Object
                                (
                                    [langLinks] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/tips-for-working-in-a-call-center
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/tips-for-working-in-a-call-center
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/tips-for-working-in-a-call-center
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/tips-for-working-in-a-call-center
                                                )

                                        )

                                    [size] => 4
                                    [string] => en-us / en-us / en-us / en-us
                                )

                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 7
                                    [outboundSize] => 1
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => LinkedIn
                                                    [href] => https://www.linkedin.com/sharing/share-offsite?url=https%3A%2F%2Fwww.indeed.com%2Fcareer-advice%2Fstarting-new-job%2Ftips-for-working-in-a-call-center%3Futm_campaign%3Dearnedsocial%253Acareerguide%253Asharelinkedin%253AUS%26utm_content%3D31%2520Tips%2520for%2520Working%2520in%2520a%2520Call%2520Center%26utm_medium%3Dsocial%26utm_source%3Dlinkedin
                                                    [hrefDomain] => linkedin.com
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What are the responsibilities of a call center agent?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Customer service tips for working in a call center. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Focus on finding the source of the problem. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Take notes on calls. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Practice empathy. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Introduce yourself. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [4] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Don't interrupt. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [5] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Restate the issue. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [6] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Speak calmly and clearly. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [7] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Be personable. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [8] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Be positive. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [9] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Apologize. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [10] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Ask before putting a customer on hold. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [11] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Share anecdotes. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [12] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Focus on what you can do. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [13] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Do your research. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [14] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Be patient with technology novices. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [15] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Act natural. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [16] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Press mute. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [17] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Pay attention. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [18] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Don't tell callers you're new. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Professional development tips for working in a call center. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => If you're unsure, ask questions. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Practice using the database. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Be reflective. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Give feedback when you find opportunities for it. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Self-care tips for working in a call center. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Don't take it personally. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Practice using coping mechanisms. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Be kind to yourself. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Make use of downtime. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [4] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Take breaks. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [5] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Use meditative breathing exercises. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [6] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Stay active. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [7] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Make time for yourself after work. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Related Articles. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => What Does "Business Casual" Mean? (With Example Outfits). 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => How To Start a Staffing Agency. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 10 Steps To Begin Your Own Business. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://images.ctfassets.net/pdf29us7flmy/3G2aiNNPChv62WweMezLTc/4a3b2138298f54503ecd35f736c1c34d/5.svg?w=1242
                                )

                            [schema_type] => Array
                                (
                                    [0] => BreadcrumbList
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => 31 Tips for Working in a Call CenterBy Indeed Editorial TeamFebruary 22, 2021TwitterLinkedInFacebookEmailCopy to ClipboardMany companies operate service call centers so that their customers can receive reliable and timely assistance with various issues. If you work in a call center, you are likely to encounter concerned or confused callers, and it's important to learn how to assist them effectively. With the right approach, call center work can be a rewarding pathway to helping others. In this article, we outline the duties of call center agents and offer 31 tips to help you become more efficient and less stressed while working in a call center.What are the responsibilities of a call center agent?Call center agents take incoming calls from customers to answer questions, troubleshoot problems, place orders and file complaints. They often multitask while identifying customer needs to find information or solutions on their company databases. Most of their workdays involve customer care duties.Read more: Everything You Need to Know About Working in a Call CenterCustomer service tips for working in a call center. Here are some essential tips to help you find solutions for callers more successfully:Focus on finding the source of the problem. When callers describe the issue they are encountering, they often don't understand the source of their own problem. For example, if a customer says their internet isn't working, that could be due to a variety of underlying issues. Troubleshoot for these issues by asking questions about their specific situation. This can help you assist callers more efficiently.Take notes on calls. It's helpful to take notes when a customer describes their issue or asks a specific question you may not know the answer to. These notes can help you assist the customer effectively without getting confused or forgetting key information. This will also make it easier to relay questions or details to others in your organization if you need help finding a solution.Practice empathy. You have likely been the customer on the other side of a service call many times in your life. Try to remember this when you're assisting customers and provide empathy for the problems they're experiencing. Empathy can go a long way with customers who want to feel heard.Introduce yourself. While it may seem minor, introducing yourself by name is a great way to start a call on a personal basis. This can help customers feel more at ease after calling with frustrating concerns. It might even be beneficial to ask the customer for their name, too—this could make the call feel more conversational.Don't interrupt. Whether customers are recounting the issue they're experiencing or asking a question, make sure you don't interrupt them. This can be challenging, especially with customers who become exasperated, but letting them speak without interruption will help you hone your listening skills and show respect to the customers.Restate the issue. After customers explain the details of the issue they're experiencing, restate it back to them in a process called mirroring. When you mirror back what someone explains to you, you're confirming that you heard them and that you understand the extent of their situation. Hearing the problem back also gives customers the opportunity to mention any additional details they missed.Speak calmly and clearly. Customers contact service centers when they experience a problem, which means that sometimes they may start calls feeling stressed or annoyed. To make them feel better, try to inject positivity and approachability into the conversation by speaking calmly and clearly.Be personable. It is important to be personable when working in a call center. In the age of robocalls and automated answering systems, customers want to know that they're speaking to an actual person who can connect with them and relate to the issue they're encountering.Be positive. This tip may seem like common sense, but keeping a positive attitude as a call center agent is key. Most of your workday is spent interacting with stressed customers, so your positive attitude can make an enormous difference in the conversation's overall flow.Apologize. While you are not to blame for the issues customers experience, apologizing for the problem can help customers feel respected and understood. This will lead to more productive conversations and favorable outcomes for both you and the customer in the long run.Ask before putting a customer on hold. If you need to put a customer on a brief hold, it's important to explain why and ask if it's okay before doing so to ensure they understand that you will be back shortly with the help they need. It may also put them at ease if you ask for their phone number—this way, you could call them back if the phone gets disconnected.Share anecdotes. Sharing anecdotes of times you experienced similar issues can help you remain personable while offering empathy to the customer on the line. In addition, telling stories could make your conversations more humorous and lighthearted, which can help put the customer in a good mood.Focus on what you can do. It can be challenging when you can't solve a caller's issue or when they explicitly ask for a solution that is outside of your abilities. Instead of focusing on this, however, it can be more productive to center your conversation around the solutions you can offer as recompense.Do your research. Many customers will have already done at-home troubleshooting before calling service centers—calling for help is often a last resort. Therefore, they're looking to you for expert advice and problem-solving abilities that they can't find online or in manuals. To offer the best possible assistance, it's a good idea to research and study the technical intricacies of your company's products or services.Be patient with technology novices. While many of the customers who call you may have experience using technology, there are still many people—particularly elderly individuals—who are novices when it comes to technology. Remaining patient and clearly explaining instructions to novices can help you serve their needs more effectively.Act natural. Customers can usually tell when you're reading off of a script or purposely using overly complicated language in conversation. Because of this, it's always a good idea to act natural and be yourself over the phone. Practical communication can help customers feel more comfortable and attended to.Press mute. The mute button can help you remain professional while a customer recounts their issues or otherwise speaks for lengthy amounts of time. By pressing mute, you can multitask and search for solutions on your computer or ask a coworker for help, all while making sure the customer can't hear you.Pay attention. It's easy to lose focus or become distracted during a long day of work, but practicing active listening and paying close attention to the particularities of a customer's issue will serve you well. This way, you won't lose track of crucial details and you can help solve their problems in a timely manner.Don't tell callers you're new. Customers call service centers seeking experienced professionals with advanced knowledge about the products and services they're experiencing issues with. Because of this, it's best to avoid telling customers you're new—they don't need that information, especially if you do your best to solve their issues constructively.Related: Building Skills to Be a Great Call Center EmployeeProfessional development tips for working in a call center. Here are a few tips to help you develop professionally in your role as a call center agent:If you're unsure, ask questions. As with any job, if you're unsure about something, it's always best to ask your supervisor about it rather than taking a guess. Not only will this help you give customers accurate information, but it will train you to handle similar situations in the future.Practice using the database. Many call centers use agent information databases to help you answer questions accurately and find solutions for customers. These databases can sometimes be loaded with information, making them challenging to navigate. Practicing using your database can give you the skills and knowledge you need to work faster and more productively over time.Be reflective. It is helpful to self-reflect on your job performance periodically so that you can achieve growth in your role. Ask yourself questions like, "Am I achieving the goals I set out for myself in my work?" and "What have been some of my most challenging moments so far?" to help you reflect on your processes and make progress where needed.Give feedback when you find opportunities for it. When you see an opportunity for improvement in your company, it's a good idea to offer feedback in a kind and solution-oriented way. Not only can potential shifts in operations make it easier for you to do your job, but your feedback might also help others. If you're feeling too challenged by a particular aspect of your job, your coworkers likely feel the same way.Related: Call Center Scripting: Definition, Tips and ExamplesSelf-care tips for working in a call center. As a call center agent, it's important to take care of yourself to ensure you stay on track to reach your goals. Here are eight tips for practicing self-care during your shifts and after work:Don't take it personally. When customers are frustrated, they may say negative things to you, but you shouldn't take these comments personally. It is important to remember that the issues they experience are not your fault—it is simply your job to help them find solutions.Practice using coping mechanisms. To avoid becoming overwhelmed by negative conversations with callers, practice using coping mechanisms to improve your mood and disposition. For example, you might stretch between calls or squeeze a stress ball while you talk to customers.Be kind to yourself. When you spend all day helping others, it's easy to become self-critical when or if things go wrong. In these situations, it's helpful to be generous with yourself. Expertise comes with experience, so the more practice you get, the more effective you will become at solving problems.Make use of downtime. Sometimes, you'll experience downtime in your role as a call center agent. It's important to use this time wisely and stay occupied with activities like reading a book, listening to music, practicing using your database or eating a snack. This can help you stay energized and focused while maintaining the momentum of your workday.Take breaks. Taking breaks is an essential part of any job, but it is especially important as a call center agent. It might seem like a good idea to skip your breaks and get ahead on work, but when you are rested, fed and relaxed, your quality of work will naturally improve.Use meditative breathing exercises. Gracefully navigating from solving one problem to the next can be a mental challenge. Practice meditative breathing exercises to help you ground yourself between calls and prepare yourself to tackle whichever issue presents itself next.Stay active. Being a call center agent typically means that you'll be sitting at your desk for eight hours per day, which means you likely won't have the opportunity to be active during the workday. It's important to exercise before or after work to maintain your physical and mental health, both of which can greatly affect your job performance.Make time for yourself after work. After leaving work for the day, you may have various other responsibilities to take care of, from childcare to housework. It can be tempting to ignore your own needs for the sake of finishing everything on your to-do list, but it will be more rewarding for your mental health in the long run if you make time for yourself after work. Try doing something you enjoy, like taking a yoga class, meditating, cooking a healthy meal, reading a book or playing a video game.Related Articles. What Does "Business Casual" Mean? (With Example Outfits). How To Start a Staffing Agency. 10 Steps To Begin Your Own Business.
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 41
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 35
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 23
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 18
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => issue
                                            [tf] => 18
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => work
                                            [tf] => 11
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => youre
                                            [tf] => 10
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => tip
                                            [tf] => 10
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => problem
                                            [tf] => 10
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => center agent
                                            [tf] => 8
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => working
                                            [tf] => 8
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => important
                                            [tf] => 8
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 8
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => question
                                            [tf] => 8
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => call center agent
                                            [tf] => 7
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => working call
                                            [tf] => 7
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 7
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => caller
                                            [tf] => 7
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => solution
                                            [tf] => 7
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => theyre
                                            [tf] => 7
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => feel
                                            [tf] => 7
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => conversation
                                            [tf] => 7
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => job
                                            [tf] => 7
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => care
                                            [tf] => 6
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => find
                                            [tf] => 6
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => information
                                            [tf] => 6
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => time
                                            [tf] => 6
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => experience
                                            [tf] => 6
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => practicing
                                            [tf] => 5
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => back
                                            [tf] => 5
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => good
                                            [tf] => 5
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => tip working call
                                            [tf] => 4
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => working call center
                                            [tf] => 4
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => tip working
                                            [tf] => 4
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => theyre experiencing
                                            [tf] => 4
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => customer feel
                                            [tf] => 4
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => good idea
                                            [tf] => 4
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => opportunity
                                            [tf] => 4
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => idea
                                            [tf] => 4
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => day
                                            [tf] => 4
                                        )

                                    [40] => stdClass Object
                                        (
                                            [term] => issue theyre
                                            [tf] => 3
                                        )

                                    [41] => stdClass Object
                                        (
                                            [term] => service center
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 62
                            [rank] => 829
                        )

                    [4] => stdClass Object
                        (
                            [position] => 5
                            [questions] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [question] => What do I need to know to work at a call center?
                                        )

                                    [1] => stdClass Object
                                        (
                                            [question] => What are the three most difficult things about working in a call center?
                                        )

                                    [2] => stdClass Object
                                        (
                                            [question] => Is it hard working in a call center?
                                        )

                                    [3] => stdClass Object
                                        (
                                            [question] => Why you should never work in a call center?
                                        )

                                )

                            [organic_position] => 1
                            [serp_type] => questions
                            [isOrganicPage] => 
                            [isOrganic] => 1
                        )

                    [5] => stdClass Object
                        (
                            [position] => 6
                            [title] => Working in a Call Center: Everything You Need to Know
                            [url] => https://blog.hubspot.com/service/working-call-center
                            [destination] => https://blog.hubspot.com › service › working-call-center
                            [description] => Is a career change on the horizon? A flexible schedule, work-life balance, and growth opportunities are the mainstays of a call center role. Learn more
                            [isAmp] => 
                            [date] => Apr 28, 2021
                            [organic_position] => 2
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => Working in a Call Center: Everything You Need to Know
                            [serp_description] => A call center works as a communication channel that customers use to report requests or complaints to a business. Customer support and service ...
                            [hostname] => blog.hubspot.com
                            [canonical] => https://blog.hubspot.com/service/working-call-center
                            [h1] => Working in a Call Center: Everything You Need to Know
                            [h2] => Array
                                (
                                    [0] => What Is a Call Center?
                                    [1] => Types of Call Centers
                                    [2] => What do call centers do?
                                    [3] => Advance Your Career in Support
                                    [4] => Working In a Call Center
                                    [5] => How Call Centers Work
                                    [6] => Call Center Skills
                                    [7] => Working at a Call Center: Pros and Cons
                                    [8] => Answer the Call to Work in a Call Center
                                )

                            [h3] => Array
                                (
                                    [0] => Work-From-Home Call Centers
                                    [1] => Inbound Call Centers
                                    [2] => Outbound Call Centers
                                    [3] => Fill out this form to download our career growth guide
                                    [4] => Call Center Customer Service Duties
                                    [5] => 1. Customer Makes the Call
                                    [6] => 2. The Rep Works on the Customer's Issue
                                    [7] => 1. Knowledge Retention
                                    [8] => 2. Flexibility
                                    [9] => 3. Attention to Detail
                                    [10] => 4. Creativity
                                    [11] => 5. Organization
                                    [12] => Pros of Call Center Jobs
                                    [13] => Cons of Call Center Jobs
                                    [14] => Don't forget to share this post!
                                    [15] => Related Articles
                                    [16] => The Quick & Easy Guide to Call Center Best Practices
                                    [17] => Artificial Intelligence Call Center: How is AI Used in Call Centers [+How Will AI Impact Customer Service]
                                    [18] => A Simple Guide for an Effective Inbound Call Strategy
                                    [19] => Download for Later
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => What Is a Call Center?
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => Types of Call Centers
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => What do call centers do?
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => Advance Your Career in Support
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => Working In a Call Center
                                        )

                                    [5] => stdClass Object
                                        (
                                            [text] => How Call Centers Work
                                        )

                                    [6] => stdClass Object
                                        (
                                            [text] => Call Center Skills
                                        )

                                    [7] => stdClass Object
                                        (
                                            [text] => Working at a Call Center: Pros and Cons
                                        )

                                    [8] => stdClass Object
                                        (
                                            [text] => Answer the Call to Work in a Call Center
                                        )

                                )

                            [type] => article
                            [wordCount] => 3825
                            [imgCount] => 8
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 50
                                    [outboundSize] => 6
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => prefer to speak to live customer service agents
                                                    [href] => http://www.smartcustomerservice.com/Articles/News-Features/Nearly-90-Percent-of-People-Prefer-Speaking-to-Live-Customer-Service-Agents-131213.aspx#:~:text=Nearly%2090%20Percent%20of%20People%20Prefer%20Speaking%20to%20Live%20Customer%20Service%20Agents,-Apr%2016%2C%202019
                                                    [hrefDomain] => smartcustomerservice.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => job in a call center
                                                    [href] => https://www.cloudtalk.io/blog/working-in-a-call-center-what-you-need-to-know-before-starting
                                                    [hrefDomain] => cloudtalk.io
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [text] => Oberlo
                                                    [href] => https://www.oberlo.com/blog/customer-service-statistics#:~:text=76%20percent%20of%20consumers%20prefer%20to%20reach%20customer%20support%20via%20phone%20calls.
                                                    [hrefDomain] => oberlo.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [text] => 73% of all customers
                                                    [href] => https://www.forbes.com/sites/forbesbusinessdevelopmentcouncil/2018/04/20/better-technology-better-call-centers/#2c0caec8af29
                                                    [hrefDomain] => forbes.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [4] => stdClass Object
                                                (
                                                    [text] => starting salaries of $30K
                                                    [href] => https://www.glassdoor.com/Salaries/call-center-agent-salary-SRCH_KO0,17.htm
                                                    [hrefDomain] => glassdoor.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [5] => stdClass Object
                                                (
                                                    [text] => from 17 to 44%
                                                    [href] => https://www.avoxi.com/blog/call-center-attrition-turnover-rates/
                                                    [hrefDomain] => avoxi.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 6
                                            [name] => 
                                            [tag] => h6
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                    [0] => stdClass Object
                                                                        (
                                                                            [level] => 6
                                                                            [name] => 
                                                                            [tag] => h6
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What Is a Call Center?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Types of Call Centers. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Work-From-Home Call Centers. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Inbound Call Centers. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Outbound Call Centers. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What do call centers do?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Advance Your Career in Support. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Fill out this form to download our career growth guide.
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [5] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Working In a Call Center. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Call Center Customer Service Duties. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                    [0] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 1. Help customers across different customer service platforms.
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [1] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 2. Communicate thoughtful, personalized solutions.
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [2] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 3. Create a delightful customer experience.
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [3] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 4. Tailor the experience to the customer.
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [4] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 5. Document and respond to tickets efficiently.
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [5] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 6. Report recurring customer roadblocks and significant problems.
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [6] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 7. Solve for the customer, not your convenience.
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                )

                                                        )

                                                )

                                        )

                                    [6] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => How Call Centers Work. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 1. Customer Makes the Call. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 2. The Rep Works on the Customer's Issue. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [7] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Call Center Skills. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 1. Knowledge Retention. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 2. Flexibility. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 3. Attention to Detail. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 4. Creativity. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [4] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 5. Organization. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [8] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Working at a Call Center: Pros and Cons. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Pros of Call Center Jobs. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                    [0] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 1. You'll gain transferable skills.
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [1] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 2. You'll learn excellent communication skills.
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [2] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 3. You'll get great compensation and benefits.
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Cons of Call Center Jobs. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                    [0] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 1. There may be unpredictable hours and stress.
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [1] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 3. You may feel stuck in a sedentary position.
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                )

                                                        )

                                                )

                                        )

                                    [9] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Answer the Call to Work in a Call Center. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Don't forget to share this post!
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Related Articles. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 
                
                    The Quick & Easy Guide to Call Center Best Practices
                
            . 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 
                
                    Artificial Intelligence Call Center: How is AI Used in Call Centers [+How Will AI Impact Customer Service]
                
            . 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [4] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 
                
                    A Simple Guide for an Effective Inbound Call Strategy
                
            . 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [10] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Download for Later. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://blog.hubspot.com/hubfs/call-center-working.jpg#keepProtocol
                                    [twitterImage] => https://blog.hubspot.com/hubfs/call-center-working.jpg#keepProtocol
                                )

                            [schema_type] => Array
                                (
                                    [0] => NewsArticle
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => Working in a Call Center: Everything You Need to Know Written by Neha Saboo Download our free guide on growing your career as a call center employee. Download the Guide If you’re looking for a career with relatively low barriers to entry, work-life balance, and plenty of opportunity to grow, a customer service role in a call center might be worth an application. It’s easy to think that call centers have been pushed aside by customers in favor of their omnichannel counterparts, but that’s not exactly the case. While omnichannel service is gaining popularity, 90% of people still prefer to speak to live customer service agents. Simply put, a customer might prefer to pick up the phone and get immediate help rather than wait around for an email or live chat response. That's why many companies still have a customer-facing team providing exceptional service this way. Customer service reps also have the ability to onboard new customers and retain them, so it's a highly valuable position within any company. But, you're probably still wondering if it's the right job to kickstart your customer service career. We've all interacted with a call center at some point, but do we really know what a call rep's daily responsibilities are? In this article, we've highlighted a call center agent's daily functions and responsibilities, along with what you should consider if you think a role in phone-based customer service might be right for you. But first, let's start with the basics. What Is a Call Center? A call center is a functional team within the service department that fields incoming and outgoing customer phone calls. They're operated by representatives who manage each call and keep track of open cases and transactions. To keep their teams organized, team leads use call center software to distribute inquiries and interact with customers all over the world. In customer service, call centers can be proactive (outbound) or reactive (inbound). This means that they can either reach out to customers with service offers, or they can offer traditional support and respond to incoming calls. Many companies now offer proactive customer services to create stronger relationships with customers and capitalize on timely opportunities to upsell and cross-sell. Additionally, call centers can be owned by the parent business or hired as a third-party provider. Depending on the organization's needs, both options provide pros and cons that influence the success of the customer service department. For example, third-party call centers are more efficient, however, they may not be as familiar with the brand's product, service, or reputation. If you're looking for a job in a call center, be sure to clarify whether it's a third-party provider or owned by the parent company. Now that we've covered the fundamentals, let's break down the types of customer service call centers. Types of Call Centers. Work-From-Home Inbound Outbound Work-From-Home Call Centers. Work-from-home, or remote, call centers are quickly being adopted by businesses across the world. These call centers use software that distributes calls to agents who are working in various locations. Instead of all of the agents being positioned in one central office, remote call centers employ reps from all over which creates a more diverse customer service team. The benefit of working in a remote phone service role is that you can work from the comfort of your home. The company will send you all the tools you’ll need to do your job effectively including a headset, a microphone, and even a computer. After that, you can take the company's online courses and training to prepare yourself for future customer interactions. Companies benefit from this setup as it makes it easier for them to provide customer service across multiple time zones. Since the customer service team is working from various locations, businesses with remote call centers can provide coverage during off-hours without having to put employees on different shifts. This makes employee scheduling significantly easier for companies that provide 24/7 customer support. Inbound Call Centers. When customers call into a business for assistance, there’s an inbound customer service representative on the other side of the line waiting to assist them. In this type of role, a rep is skilled in technical support, communication, and problem-solving. Having expertise in each of these areas makes for a better customer experience. In this type of call center, reps must be prepared for anything. Calls that come in could be unfiltered — meaning angry, emotional, or extremely confused customers could dial into your line. The best inbound call reps are patient and assume good intent from every customer. Outbound Call Centers. These types of call centers are responsible for solving customer issues after they’ve made a purchase from your business. You might be wondering, “What’s the benefit in calling a customer to see if they have issues with your products or services? Isn’t that opening a can of worms?” And the truth is, it’s building the customer relationship further. All sorts of things can happen after a customer makes a purchase. They may experience buyers’ remorse which could lead to returns. They might have a simple question about a feature that they haven’t made time to ask about yet. Or, they may have simply called your inbound customer service line and waited on hold too long and never called back. Outbound call centers are oftentimes more pleasant than the inbound call centers, and it’s easy to imagine why. When a friend gave you a call just to check in, say hello, and offer assistance if you need anything, how would you feel? Warm and fuzzy on the inside, I’d bet. The same thing happens with customers when service reps offer proactive assistance. The simple gesture of offering support can build positive customer relationships and turn them into brand loyal advocates. The next time the customer does need assistance, they’ll look forward to calling your outbound line. What do call centers do? Call centers provide customers with an alternative communication channel to report service inquiries. Rather than writing an email or traveling to a store, customers can simply pick up the phone, tell an agent their problem, and receive a resolution. Many people prefer this type of support over other mediums as it provides immediate service and personalized solutions. You may think phone support is an outdated channel for customer service. But according to Oberlo, 76% of Americans still prefer phone service over any other channel. Phone support is a key function of many customer service teams because customers still love the personalized touch of interacting with a real person. As a call center rep, you get the joy of providing people with those timely solutions and delightful experiences. If you think that role is right for you, read on to learn what it's like working in a call center. Free Resource Advance Your Career in Support. Fill out this form to download our career growth guide. Working In a Call Center. Call centers act as a fundamental component of customer service teams and are often the primary means of communication between a business and it's customers. To work in a call center, you'll need to be motivated by customer success. Call center agents are tenacious problem-solvers who are committed to enhancing customers' experiences with the brand. A call center agent's workday is typically fast-paced and requires them to manage a handful of different responsibilities. Oftentimes, agents need to be flexible with their workflow and capable of handling unexpected roadblocks. While this causes their workday to look different each day, agents will still perform the same core call center duties regardless of the task they're completing. Call Center Customer Service Duties. Let's review a few of those tasks and responsibilities below. 1. Help customers across different customer service platforms. If you're working in an in-house call center, chances are you'll handle more than just phones. You may be asked to interact with customers via email, live chat, social media, or even in-person. Being able to adapt to the channel you're working on is crucial to providing an omni-channel experience. 2. Communicate thoughtful, personalized solutions. No matter how experienced you are, never assume you know more about the customer's needs than they do. These types of assumptions can lead to miscommunication and frustration for both of you. Instead, the best call center reps are patient and come up with well-thought-out, detailed solutions. 3. Create a delightful customer experience. To stand out from competitors, you need to do more than just provide the right answer. Delightful experiences retain customers which means more revenue for the business. If you're seeking a job in customer service, be sure to highlight your ability to turn a common customer into a loyal advocate. 4. Tailor the experience to the customer. Like snowflakes, no two customers are alike. Each one has their own unique needs and goals that are specific to their situation. Recognizing these differences and adapting your communication to align with each customer is a great way to build rapport. 5. Document and respond to tickets efficiently. When customers have questions, they want answers quickly. That means you need to be organized and capable of thinking on your feet. It also means that you need to be proficient with call center technology. While you'll likely receive training, it may help to familiarize yourself with tools like help desks, knowledge bases, and ticketing systems. 6. Report recurring customer roadblocks and significant problems. Other than solving for the customer, you're also solving for the business. If you notice a pattern of related customer inquiries, you'll need to report those issues to product management. This will help your company identify product flaws and correct them before they create churn. 7. Solve for the customer, not your convenience. This may be your most important duty as a call center rep. It’s tempting to provide a customer with an easy, short-term solution; however, it's important to solve for the customer's long-term needs and not for your own convenience. Customers will recognize the difference and will remain loyal to your business if you truly go above and beyond for them. If you're considering a position in a call center, it helps to understand these fundamental duties and why they're important to a business. No matter which industry the call center belongs to, all of these duties are essential to a customer service team's short and long-term success. By consistently completing these core responsibilities, customer service departments can deliver a positive customer experience on nearly every interaction. To fulfill these duties, call center agents need to work together as a team and create a system that'll manage customer service demands. Customer service managers lead this initiative by strategizing the fielding and distribution of incoming or outgoing calls. Before pursuing a job in a call center, it's important that you understand the details of how a call center works and why this process is effective. How Call Centers Work. A call center works as a communication channel that customers use to report requests or complaints to a business. Customer support and service representatives who work in call centers answer phone calls from customers who need help addressing a specific issue. Reps will then work to solve the customer's problem either during the first interaction or in a follow-up email or call. While call centers all differ in some way, most operate using a similar, responsive system. In short, customers will alert the customer service department about an issue, then the call center will respond to the report and resolve the problem. While this is a simple explanation of how call centers work, if you're considering a career in customer service, you'll want a more detailed description of the calling process. To help, we broke down the anatomy of a support or service call into three steps. 1. Customer Makes the Call. The calling process begins when a customer either calls or requests a call from a customer service team. Calls can either be made directly to the call center or through a connected product or app. Some call centers even offer callbacks where the customer signals to the business that they need help, and the call center schedules a time for the agent to call the customer. Once the call is connected to the phone line it may be filtered and transferred by a proactive support service. The filter can be a software or even a live rep that assesses the customer's problem then transfers the call to a designated agent. This comes in handy for call centers who use specialists to address complex or specific issues. Getting calls to the right agent is a smart way for customer service teams to boost case resolution times and improve the customer experience. 2. The Rep Works on the Customer's Issue. After the call is transferred to the appropriate representative, the customer service agent will work on resolving the customer's issue. Successful reps possess a blend of experience, product knowledge, and communication skills which helps them fulfill customer needs. Good agents not only know the right questions to ask but also when to ask them, and how to phrase them. Customer service isn't always as simple as just finding out the right answer — and sometimes you need to rephrase solutions a few times to make sure your customer understands or believes it. The goal of the phone call is to resolve the issue during the first interaction. Oftentimes, customer church is preventable if the issue is resolved during the first engagement. This is because first-call resolutions demonstrate that you can provide customers with timely solutions when they need it most. 3. The Rep Follows Up While the agent aims to resolve the problem during the first call, that goal isn't always attainable. Sometimes customer service agents have no choice but to end the call and follow up once they have more information. You may think this risks the potential churn that we discussed earlier, but this step is done for the benefit of both the customer and the representative. Call Center Skills. Knowledge Retention Flexibility Attention to Detail Creativity Organization Whether you call it a call center or a contact center, an agent is on the front lines of the business, helping define the customer experience. To master this field, call center agents need to possess a handful of different service and support skills. Here are five of those skills that are critical to the success of a call center agent. 1. Knowledge Retention. Customers don't want to repeat their problems. They're looking for timely solutions and having to re-describe their issue wastes time and doesn't make progress towards a resolution. Good customer service reps interpret customer problems and understand them the first time they hear it. 2. Flexibility. One of the most interesting characteristics of customer service roles is that they're day-to-day responsibilities are often unpredictable. Customer roadblocks don't come with any warning and sometimes reps need to be flexible and adapt to unexpected situations. When something important suddenly breaks, the call center agent is one of the first people to provide a response. They need to be constantly ready to spring into action, especially on a moment's notice. 3. Attention to Detail. In customer service, providing a customer with nearly the right answer just doesn't cut it. Customers have specific needs and won't overlook small details if they aren't fulfilled. Successful customer service reps pay close attention to customer needs and do everything they can satisfy each one — no matter how small. Doing so demonstrates an above-and-beyond dedication to customer support and will improve customer satisfaction. 4. Creativity. Sometimes the solution to a customer's problem isn't clear or achievable. While that may not be the agent's fault, it's still up to them to come up with another solution. This is where call center agents need to be creative and suggest alternative ideas that benefit both the customer and the company. Creative reps use the resources they have at hand to fulfill the customer's needs in an unanticipated way. 5. Organization. As mentioned earlier, call center agents take up to 50 calls a day, and not every one is resolved during the first call. Some calls will require a follow-up that may last days or weeks after the first interaction. This challenges reps to manage their open cases efficiently and provide updates in a timely manner. Being well-organized can help you manage ongoing follow-up especially if you don't have access to the appropriate customer service tools. Now that you're familiar with the ins and outs of how a call center operates, you may be eager to start applying for a customer service job. Call center jobs are offered throughout the world, but if you're having trouble finding an opening that's close to you, it may help to consider a remote option. Working at a Call Center: Pros and Cons. Working in a call center can be very demanding, but also extremely rewarding. Call center agents learn something new almost every day and are constantly being faced with different obstacles and challenges. If you're still on the fence about applying for that call center job, hopefully, these pros and cons can provide that final motivation needed for sending in your resume. Pros of Call Center Jobs. 1. You'll gain transferable skills. A shift is happening. Between advances in technology and 73% of all customers calling to address questions and concerns, companies can see the value of needing the best service for their customers. That means you get the chance to be educated in everything from product training to customer service to program and computer skills. Whether you want to move up in the world of customer service or are a recent graduate looking to gain some entry-level knowledge, the skills developed inside a call center will help you in every job that comes your way. Say you want to branch out into the marketing sphere and exercise your skills in blog writing, market research, or content creation for social. These are all roles and responsibilities you could land with outstanding communication skills and detailed product expertise. 2. You'll learn excellent communication skills. By this, I don't just mean knowing how to talk to someone. I mean the entire spectrum of communication skills. Every customer is looking for a quick, efficient, and pleasant call. Agents need to master the art of communication styles, engaging listening skills, and asking quality questions to get to the root of the problem. According to Paul J. Meyer, "Communication — the human connection — is the key to personal and career success." So, while hitting your goals, you're also becoming a pro at communication in every sense. 3. You'll get great compensation and benefits. For a job that doesn't require a formal degree, call center reps can earn a lot in exchange for the impact they have on a company. How would you feel about generous paid time off, paid holidays, and monthly incentives and bonuses? Between starting salaries of $30K, major perks and promotions, the journey is only upwards for agents. And, many call centers are quick to promote talented employees, whether you've been around for a while or not. Your work speaks for you. So if you're good at what you do, chances are you'll be climbing the career ladder before you know it. Cons of Call Center Jobs. 1. There may be unpredictable hours and stress. Since most companies have global audiences, being in different time zones can sometimes mean you have to be prepared to work nights or weekends. That also means working with different customers from around the globe. But through these experiences, you develop major problem-solving skills and learn how to work independently despite the stress. After a point, you'll be able to provide exceptional customer service, even when you feel the need to recharge. This, ultimately, will prep you for future challenges and leadership positions. 2. Your team may experience high turnover. One of the biggest challenges faced by call centers is increasingly high turnover rates from 17 to 44%. It could be a lack of training or experience or even the many students applying for an entry-level job. You'll be faced with the dynamics of unstable teams, which can lead to difficult change management. However, building trust, growing your teams, and keeping the service consistent within a constantly changing environment also trains you for different work environments and, most importantly, an ever-changing world. 3. You may feel stuck in a sedentary position. Considering the work of an agent is primarily phone-based, most call centers require agents to work eight or nine-hour hour shifts, depending on company policy, state law, and location. Before you know it, you'll be sitting for long periods of time, swiveling around in your chair as you talk to multiple customers throughout the day. Sitting all day can lead to body aches and pains, so don't forget to check your posture, drink water, and take short breaks. A good way to get around this is to invest in a standing desk and a pair of headsets so you can walk around, keep changing positions, get your exercise in and, still, solve for the customer. Answer the Call to Work in a Call Center. As with any job, call centers have their ups and downs. However, prepping with the necessary skills, understanding the responsibilities of the role, and viewing your role as an essential part of the customer experience will ensure you enjoy your role to its fullest. Editor's note: This post was originally published in October 2019 and has been updated for comprehensiveness.   Originally published Apr 28, 2021 5:00:00 PM, updated January 04 2022 Topics: Call Center Sales Dialer Don't forget to share this post! Related Articles. The Quick & Easy Guide to Call Center Best Practices . Service  | 8 min read Artificial Intelligence Call Center: How is AI Used in Call Centers [+How Will AI Impact Customer Service] . Service  | 5 min read A Simple Guide for an Effective Inbound Call Strategy . Service  | 12 min read Expand Offer Customer Service Metrics Calculator Get it now Get it now Download for Later.
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 126
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 116
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 83
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 82
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 64
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => customer service
                                            [tf] => 44
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 30
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => work
                                            [tf] => 24
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => rep
                                            [tf] => 23
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => experience
                                            [tf] => 18
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => job
                                            [tf] => 16
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => team
                                            [tf] => 16
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => youll
                                            [tf] => 15
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => company
                                            [tf] => 14
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => skill
                                            [tf] => 14
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => solution
                                            [tf] => 13
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => phone
                                            [tf] => 13
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => youre
                                            [tf] => 13
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => support
                                            [tf] => 13
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => business
                                            [tf] => 13
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => problem
                                            [tf] => 13
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => center agent
                                            [tf] => 12
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => working
                                            [tf] => 12
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => provide
                                            [tf] => 12
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => communication
                                            [tf] => 12
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => day
                                            [tf] => 11
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => time
                                            [tf] => 11
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => issue
                                            [tf] => 11
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => call center agent
                                            [tf] => 10
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => role
                                            [tf] => 10
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => responsibility
                                            [tf] => 9
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => center job
                                            [tf] => 8
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => customer experience
                                            [tf] => 8
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => career
                                            [tf] => 8
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => inbound
                                            [tf] => 8
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => product
                                            [tf] => 8
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => customer service team
                                            [tf] => 7
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => center work
                                            [tf] => 7
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => service team
                                            [tf] => 7
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => call center work
                                            [tf] => 6
                                        )

                                    [40] => stdClass Object
                                        (
                                            [term] => call center job
                                            [tf] => 6
                                        )

                                    [41] => stdClass Object
                                        (
                                            [term] => working call center
                                            [tf] => 5
                                        )

                                    [42] => stdClass Object
                                        (
                                            [term] => call center rep
                                            [tf] => 5
                                        )

                                    [43] => stdClass Object
                                        (
                                            [term] => timely solution
                                            [tf] => 5
                                        )

                                    [44] => stdClass Object
                                        (
                                            [term] => min read
                                            [tf] => 5
                                        )

                                    [45] => stdClass Object
                                        (
                                            [term] => solve customer
                                            [tf] => 5
                                        )

                                    [46] => stdClass Object
                                        (
                                            [term] => working call
                                            [tf] => 5
                                        )

                                    [47] => stdClass Object
                                        (
                                            [term] => center rep
                                            [tf] => 5
                                        )

                                    [48] => stdClass Object
                                        (
                                            [term] => customer service rep
                                            [tf] => 4
                                        )

                                    [49] => stdClass Object
                                        (
                                            [term] => job call center
                                            [tf] => 4
                                        )

                                    [50] => stdClass Object
                                        (
                                            [term] => work call center
                                            [tf] => 4
                                        )

                                    [51] => stdClass Object
                                        (
                                            [term] => agent work
                                            [tf] => 4
                                        )

                                    [52] => stdClass Object
                                        (
                                            [term] => service rep
                                            [tf] => 4
                                        )

                                    [53] => stdClass Object
                                        (
                                            [term] => service department
                                            [tf] => 4
                                        )

                                    [54] => stdClass Object
                                        (
                                            [term] => job call
                                            [tf] => 4
                                        )

                                    [55] => stdClass Object
                                        (
                                            [term] => provide customer
                                            [tf] => 4
                                        )

                                    [56] => stdClass Object
                                        (
                                            [term] => inbound call
                                            [tf] => 4
                                        )

                                    [57] => stdClass Object
                                        (
                                            [term] => customer issue
                                            [tf] => 4
                                        )

                                    [58] => stdClass Object
                                        (
                                            [term] => work call
                                            [tf] => 4
                                        )

                                    [59] => stdClass Object
                                        (
                                            [term] => customer problem
                                            [tf] => 4
                                        )

                                    [60] => stdClass Object
                                        (
                                            [term] => communication skill
                                            [tf] => 4
                                        )

                                    [61] => stdClass Object
                                        (
                                            [term] => customer service agent
                                            [tf] => 3
                                        )

                                    [62] => stdClass Object
                                        (
                                            [term] => call center call
                                            [tf] => 3
                                        )

                                    [63] => stdClass Object
                                        (
                                            [term] => center call center
                                            [tf] => 3
                                        )

                                    [64] => stdClass Object
                                        (
                                            [term] => customer service department
                                            [tf] => 3
                                        )

                                    [65] => stdClass Object
                                        (
                                            [term] => type call center
                                            [tf] => 3
                                        )

                                    [66] => stdClass Object
                                        (
                                            [term] => remote call center
                                            [tf] => 3
                                        )

                                    [67] => stdClass Object
                                        (
                                            [term] => service role
                                            [tf] => 3
                                        )

                                    [68] => stdClass Object
                                        (
                                            [term] => service agent
                                            [tf] => 3
                                        )

                                    [69] => stdClass Object
                                        (
                                            [term] => center call
                                            [tf] => 3
                                        )

                                    [70] => stdClass Object
                                        (
                                            [term] => phone call
                                            [tf] => 3
                                        )

                                    [71] => stdClass Object
                                        (
                                            [term] => service call
                                            [tf] => 3
                                        )

                                    [72] => stdClass Object
                                        (
                                            [term] => party
                                            [tf] => 3
                                        )

                                    [73] => stdClass Object
                                        (
                                            [term] => pro con
                                            [tf] => 3
                                        )

                                    [74] => stdClass Object
                                        (
                                            [term] => type call
                                            [tf] => 3
                                        )

                                    [75] => stdClass Object
                                        (
                                            [term] => remote call
                                            [tf] => 3
                                        )

                                    [76] => stdClass Object
                                        (
                                            [term] => call agent
                                            [tf] => 3
                                        )

                                    [77] => stdClass Object
                                        (
                                            [term] => customer support
                                            [tf] => 3
                                        )

                                    [78] => stdClass Object
                                        (
                                            [term] => customer call
                                            [tf] => 3
                                        )

                                    [79] => stdClass Object
                                        (
                                            [term] => problem solving
                                            [tf] => 3
                                        )

                                    [80] => stdClass Object
                                        (
                                            [term] => support service
                                            [tf] => 3
                                        )

                                    [81] => stdClass Object
                                        (
                                            [term] => call customer
                                            [tf] => 3
                                        )

                                    [82] => stdClass Object
                                        (
                                            [term] => follow
                                            [tf] => 3
                                        )

                                    [83] => stdClass Object
                                        (
                                            [term] => call call
                                            [tf] => 3
                                        )

                                    [84] => stdClass Object
                                        (
                                            [term] => issue call
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 67
                            [rank] => 293
                        )

                    [6] => stdClass Object
                        (
                            [position] => 7
                            [title] => The A to Z of Working in a Call Center and How They Operate
                            [url] => https://www.nextiva.com/blog/working-in-a-call-center.html
                            [destination] => https://www.nextiva.com › blog › working-in-a-call-ce...
                            [description] => The new breed of call center roles boast higher employee satisfaction. If you’re on the market for a job, here’s what working in a call center looks like
                            [isAmp] => 
                            [date] => Apr 19, 2020
                            [organic_position] => 3
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => Everything You Need to Know About Working in a Call Center
                            [serp_description] => Roughly 25% of call center job duties consist of post-call data entry and computer admin work. So you'll need experience with software, mobile ...
                            [hostname] => nextiva.com
                            [canonical] => https://www.nextiva.com/blog/working-in-a-call-center.html
                            [h1] => Everything You Need to Know About Working in a Call Center
                            [h2] => Array
                                (
                                    [0] => What is a call center?
                                    [1] => How does a virtual call center work?
                                    [2] => Call center positions and responsibilities
                                    [3] => What does it take to work in a call center?
                                    [4] => In-house vs. virtual call center work environment
                                    [5] => Thinking about working in a call center next?
                                )

                            [h3] => Array
                                (
                                    [0] => Why are these call centers on the rise?
                                    [1] => 1) Outbound call center agent/telemarketing
                                    [2] => 2) Customer service representative
                                    [3] => 3) Technical support agent
                                    [4] => 4) Team leader
                                    [5] => 5) Quality Assurance
                                    [6] => 6) Call Center Manager
                                    [7] => 1) A Customer-focused outlook
                                    [8] => 2) Basic computer literacy and typing skills
                                    [9] => 3) Stellar communication skills
                                    [10] => 4) Efficient, speedy problem-solving
                                    [11] => 5) Organized multitasking
                                    [12] => 6) Company and product knowledge
                                    [13] => 7) Flexible scheduling
                                    [14] => In-house call centers
                                    [15] => Virtual call centers
                                    [16] => About the author
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => What is a call center?
                                            [id] => s1
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => How does a virtual call center work?
                                            [id] => s2
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => Call center positions and responsibilities
                                            [id] => s3
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => What does it take to work in a call center?
                                            [id] => s4
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => In-house vs. virtual call center work environment
                                            [id] => s5
                                        )

                                    [5] => stdClass Object
                                        (
                                            [text] => Thinking about working in a call center next?
                                        )

                                )

                            [published_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 19o April 2020
                                    [dateISO] => 2020-04-19T08:00:54+00:00
                                )

                            [modified_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 7o December 2021
                                    [dateISO] => 2021-12-07T00:22:30+00:00
                                )

                            [type] => article
                            [wordCount] => 2064
                            [imgCount] => 3
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 34
                                    [outboundSize] => 2
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => Forrester
                                                    [href] => https://go.forrester.com/blogs/13-03-15-communication_channel_preferences_for_customer_service_are_rapidly_changing_do_you_know_what_your_cus/
                                                    [hrefDomain] => forrester.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.linkedin.com/in/reaburn/
                                                    [hrefDomain] => linkedin.com
                                                    [rel] => nofollow noopener
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What is a call center?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => How does a virtual call center work?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Why are these call centers on the rise?
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Call center positions and responsibilities. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 1) Outbound call center agent/telemarketing. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 2) Customer service representative . 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 3) Technical support agent. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 4) Team leader. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [4] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 5) Quality Assurance. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [5] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 6) Call Center Manager. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What does it take to work in a call center?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 1) A Customer-focused outlook. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 2) Basic computer literacy and typing skills. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 3) Stellar communication skills. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 4) Efficient, speedy problem-solving. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [4] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 5) Organized multitasking. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [5] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 6) Company and product knowledge. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [6] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 7) Flexible scheduling. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => In-house vs. virtual call center work environment. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => In-house call centers . 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Virtual call centers. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [5] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Thinking about working in a call center next?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => About the author. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://storage.googleapis.com/nextivawebsites-wordpressfiles-voip/var/www/virtual/nextiva.com/voip/2020/04/wokring-in-a-call-center-feature-image.png
                                    [twitterImage] => https://storage.googleapis.com/nextivawebsites-wordpressfiles-voip/var/www/virtual/nextiva.com/voip/2020/04/wokring-in-a-call-center-feature-image.png
                                )

                            [schema_type] => Array
                                (
                                    [0] => BlogPosting
                                    [1] => VideoObject
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => Everything You Need to Know About Working in a Call Center by Chris Reaburn Posted on April 19, 2020December 6, 2021 What are call center jobs like in the modern age? Do people even use call centers now that it's so easy to connect via email, chatbot, and social media? A study by Forrester shows 73% of customers still phone companies to address questions and concerns. Surprised? You shouldn't be. Call center agents provide an immediate, personalized response. This helps companies boost customer experience and customer satisfaction, no matter the reason for the call. But gone are the days of outsourcing to mega call centers abroad. The call center industry is currently thriving in the virtual space and showing no signs of stopping. That's why the demand for US-based call center agents is at an all-time high. Think you'd be a good fit for an in-house or remote call center position? Before you send off that resume, check out what it's like to work in a call center. What we'll cover: What is a call center? How does a virtual call center work? Call center positions and job duties What does it take to work in a call center? In-house vs. virtual call center work environment What is a call center? Companies run call centers or contact centers to give their customers a way to get in touch. Call center employees may handle both inbound and outbound customer interactions. This includes phone calls, emails, social media messages, live chats, and more. When customers call to ask a question, voice a complaint, or request help, call center agents guide them on the best course of action. During their eight to 10-hour shifts, team members use a: Phone and headset to answer inbound calls and make outgoing calls hands-free. They speak on the phone and enter data at the same time. Computer to access CRM call center software. These tools give team members a single system of customer information. When customers call, agents have everything they need to provide a resolution. In-house call centers generally experience high turnover rates. But remote call centers are a different (and better!) story for companies, employees, and customers. How does a virtual call center work? A virtual call center consists of a team of work-from-home customer service agents. Reps work in different time zones all over the world to give companies 24/7 customer support. Agents don't take calls via landline or cell phones. VoIP (Voice over Internet Protocol) technology sends inbound calls to agents over the internet. Then they answer the calls and record the information in CRM software. This centralized platform organizes customer data in the cloud. So agents have access to callers' updated account history from anywhere. Related: Contact Center as a Service: Definition, Features, & Benefits of CCaaS Why are these call centers on the rise? Companies save money, reduce turnover rates, and please customers without cutting corners. Operating a traditional call center takes a lot of money. So companies started outsourcing their contact centers overseas to slash expenses. Employees at these mega call centers answered calls for several companies at once. Not all U.S.-based customers were on board. Many complained about the language barrier. Others disliked the agents' unfamiliarity with specific U.S. products. So now VoIP technology is revolutionizing the call center industry. Companies can hire U.S.-based team members all over the country. They provide employees with all the tools they need to answer calls from home, such as: Virtual call center software A phone and headset Desktop/laptop Secure router or modem Ergonomic desk/chair Stipend for internet This is why so many companies are switching to the virtual call center model. And why the job market is so hot. Related: Omnichannel Contact Centers: Top Features + 5 Insider Tips Call center positions and responsibilities. Since you don't need much work experience, call center jobs make excellent entry-level jobs. Ever deal with customers? Know how to use a phone and a computer? You're already qualified! Dedicated call center employees also rise the ranks and advance their customer service careers fast. So you can take your pick of these popular call center jobs: 1) Outbound call center agent/telemarketing. Outbound call center agents mostly make outgoing calls. They usually work through a list or spreadsheet with a few goals or quotas to meet each day/week/month. Job duties may include cold-calling and pitching new leads. You may also conduct market research or upsell current customers. Candidates with a sales background are a natural fit here. And people who don't deflate in the face of rejection. Read more: 6 Essential Call Center Campaigns Proven to Increase Sales 2) Customer service representative . Inbound call center agents answer calls that come into the company. They’re the first point of contact for annoyed, frustrated, and angry customers. But their calm, cool demeanor and killer customer service skills help defuse situations. Customer service reps may also handle account details for customers. They may help place and track orders too. These relatively easy, good calls outweigh the negative more often than not. Related: Call Center Best Practices to Wow Your Customers 3) Technical support agent. Tech-savvy contact center agents troubleshoot product or service issues remotely. Sometimes they must access a caller's computer or device screen to resolve issues from a firsthand perspective. 4) Team leader. Prove your competence and leadership ability, and you'll receive a promotion to Team Leader. These team members are the go-between call center agents and management. They schedule adequate coverage across all time zones, train new hires, and track call center metrics. 5) Quality Assurance. Quality assurance (QA) employees help improve operations. They listen to live and recorded calls to watch the behavior of call center agents. QA also monitors call center data to ensure the highest level of customer service. You'll need an eye for detail and attention in this role. Read More: Boost Agent Performance & Customer Satisfaction with Call Center QA 6) Call Center Manager. Using a call center solution, the managers track global call center metrics. They watch stats like the number of calls each agent answers versus how many they transfer, for example. Then they create strategies to improve these numbers for their company and customers. Interested? You can't climb the call center ladder without first getting your foot in the virtual door. What does it take to work in a call center? Call center employees are the front line when it comes to customer service. Customers expect each agent to go "above and beyond" to provide the ultimate customer experience. Bad news? Excellent customer service isn't always easy, especially over the phone. So if you're not comfortable speaking with customers, working in a call center may not be your happy place. Successful, productive call center representatives have: 1) A Customer-focused outlook. Customer service representatives have an overwhelming desire to help customers all the time. You make memorable experiences and loyal brand ambassadors out of each call. You're not happy unless the customer is happy. 2) Basic computer literacy and typing skills. Roughly 25% of call center job duties consist of post-call data entry and computer admin work. So you'll need experience with software, mobile apps, and other systems. Rule of thumb: as long as you can access screens of customer information and type fast, you'll be golden. 3) Stellar communication skills. Prized communication skills include the ability to: Speak clearly. You'll need a strong, clear phone voice that conveys trust and understanding to build a rapport with callers. Listen attentively and ask questions, rephrasing them if necessary, to get to the real issue. Respond patiently. You can't get frustrated with angry customers. Let them vent, don't take it personally, and they'll be more likely to cooperate. Then you can come up with a solution that pleases everyone. Document accurately. You must record customer interactions in CRM software for record-keeping. Your answers should be free of major typos and grammar errors. Related: The 25 Top Customer Service Skills According to Statistics 4) Efficient, speedy problem-solving. Callers want their issues resolved ASAP. You must leap into action when your line rings, reduce hold times, and figure out a resolution before callers get annoyed. But working in a inbound call center can be unpredictable. No two calls or callers are ever the same. Ever had a relay call? Sometimes you can't follow the protocol for certain out-of-the-box situations. You must be quick on your feet and able to come up with solutions that help callers on the fly. Related: What Is Average Handle Time & How Can You Lower It? 5) Organized multitasking. Call center agents may need to juggle many outreach channels at the same time. Be prepared to switch between live chat, email, phone calls, and more. You may engage with over 50 customers per day. So you need laser-focus and keen organization to keep it all together. 6) Company and product knowledge. You don't need to memorize everything about how a company's products or services work. But you should know how to look up answers quickly if you don't. Outbound call center positions require an understanding of a company's unique selling points, for example. And tech support must familiarize themselves with the front- and back-end issues of their company's product/service lineup. 7) Flexible scheduling. Working in a call center may mean working outside of regular business hours. Shifts may include overnights, weekends, and major holidays. You may also work overtime hours if the company experiences a recall or significant event and needs all hands on deck. Got these skills? See if you'd rather work in-house or at a virtual call center. In-house vs. virtual call center work environment. In-house call centers . At a traditional call center, employees work together in long rows of cubicles in a giant open room. Agents receive hundreds of calls and experience minimal downtime during their shifts. So the work environment can be noisy, distracting, and tense. Despite the commute, you'll gain coworker camaraderie. Only other call center agents know the pain of frustrating callers. You can take breaks together so you don't take out your annoyance on customers. Virtual call centers. Land a virtual call center job and you'll be able to work from home. You can ditch your commute, save money on gas and car expenses, and work part-time to take care of loved ones. Just choose a quiet office space in your domicile and set it up how you like. Call centers are known for their high turnover rates. And call center burnout is real. But working from home offers you the chance to take breaks and stay zen when the flow gets overwhelming. With the right technology, you can take calls from bed, your backyard, or on vacation. And you can even work in your pajamas. Thinking about working in a call center next? VoIP technology is transforming the call center industry for the better. Now call center employees can work from home and climb the ladder to a lucrative customer service career in no time. You can gain experience in problem-solving, conflict resolution, and so much more. And you never have to commute again! Next time you call a contact center, you'll have a newfound appreciation for all the hard work they do. You may even want to join their team. So strike while the market is hot! Study source: Forrester, March 2013, "Communication Channel Preferences For Customer Service Are Rapidly Changing. Do You Know What Your Customers Need?" Chris ReaburnEnterprise marketing leader at the intersection of marketing and customer experience (CX). I lead marketing departments and enterprises through game-changing, industry-altering transformations with CX as the key differentiator. About the author. Chris Reaburn Enterprise marketing leader at the intersection of marketing and customer experience (CX). I lead marketing departments and enterprises through game-changing, industry-altering transformations with CX as the key differentiator.  
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 95
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 74
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 70
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 49
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => work
                                            [tf] => 24
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 22
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => company
                                            [tf] => 18
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 15
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => customer service
                                            [tf] => 13
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => time
                                            [tf] => 12
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => virtual
                                            [tf] => 12
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => center agent
                                            [tf] => 11
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => experience
                                            [tf] => 11
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => virtual call center
                                            [tf] => 10
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => virtual call
                                            [tf] => 10
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => job
                                            [tf] => 10
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => phone
                                            [tf] => 10
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => call center agent
                                            [tf] => 9
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => team
                                            [tf] => 9
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => employee
                                            [tf] => 9
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => house
                                            [tf] => 8
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => caller
                                            [tf] => 8
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => youll
                                            [tf] => 8
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => working
                                            [tf] => 7
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => contact
                                            [tf] => 7
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => answer
                                            [tf] => 7
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => dont
                                            [tf] => 7
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => center job
                                            [tf] => 6
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => contact center
                                            [tf] => 6
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => home
                                            [tf] => 6
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => skill
                                            [tf] => 6
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => marketing
                                            [tf] => 6
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => call center job
                                            [tf] => 5
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => call center employee
                                            [tf] => 5
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => team member
                                            [tf] => 5
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => center employee
                                            [tf] => 5
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => industry
                                            [tf] => 5
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => inbound
                                            [tf] => 5
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => computer
                                            [tf] => 5
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => software
                                            [tf] => 5
                                        )

                                    [40] => stdClass Object
                                        (
                                            [term] => related
                                            [tf] => 5
                                        )

                                    [41] => stdClass Object
                                        (
                                            [term] => issue
                                            [tf] => 5
                                        )

                                    [42] => stdClass Object
                                        (
                                            [term] => working call center
                                            [tf] => 4
                                        )

                                    [43] => stdClass Object
                                        (
                                            [term] => call center position
                                            [tf] => 4
                                        )

                                    [44] => stdClass Object
                                        (
                                            [term] => work call center
                                            [tf] => 4
                                        )

                                    [45] => stdClass Object
                                        (
                                            [term] => call center work
                                            [tf] => 4
                                        )

                                    [46] => stdClass Object
                                        (
                                            [term] => house virtual
                                            [tf] => 4
                                        )

                                    [47] => stdClass Object
                                        (
                                            [term] => outbound call
                                            [tf] => 4
                                        )

                                    [48] => stdClass Object
                                        (
                                            [term] => working call
                                            [tf] => 4
                                        )

                                    [49] => stdClass Object
                                        (
                                            [term] => customer experience
                                            [tf] => 4
                                        )

                                    [50] => stdClass Object
                                        (
                                            [term] => center position
                                            [tf] => 4
                                        )

                                    [51] => stdClass Object
                                        (
                                            [term] => work call
                                            [tf] => 4
                                        )

                                    [52] => stdClass Object
                                        (
                                            [term] => center work
                                            [tf] => 4
                                        )

                                    [53] => stdClass Object
                                        (
                                            [term] => in house
                                            [tf] => 4
                                        )

                                    [54] => stdClass Object
                                        (
                                            [term] => inbound call
                                            [tf] => 4
                                        )

                                    [55] => stdClass Object
                                        (
                                            [term] => call center industry
                                            [tf] => 3
                                        )

                                    [56] => stdClass Object
                                        (
                                            [term] => house virtual call
                                            [tf] => 3
                                        )

                                    [57] => stdClass Object
                                        (
                                            [term] => outbound call center
                                            [tf] => 3
                                        )

                                    [58] => stdClass Object
                                        (
                                            [term] => agent provide
                                            [tf] => 3
                                        )

                                    [59] => stdClass Object
                                        (
                                            [term] => center industry
                                            [tf] => 3
                                        )

                                    [60] => stdClass Object
                                        (
                                            [term] => u based
                                            [tf] => 3
                                        )

                                    [61] => stdClass Object
                                        (
                                            [term] => job duty
                                            [tf] => 3
                                        )

                                    [62] => stdClass Object
                                        (
                                            [term] => work environment
                                            [tf] => 3
                                        )

                                    [63] => stdClass Object
                                        (
                                            [term] => call agent
                                            [tf] => 3
                                        )

                                    [64] => stdClass Object
                                        (
                                            [term] => turnover rate
                                            [tf] => 3
                                        )

                                    [65] => stdClass Object
                                        (
                                            [term] => answer call
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 47
                            [rank] => 165651
                        )

                    [7] => stdClass Object
                        (
                            [position] => 8
                            [title] => Everything You Need To Know About Working in a Call Center | Indeed.com
                            [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                            [destination] => https://www.indeed.com › ... › Starting a New Job
                            [description] => Discover what exactly call centers are, how they work, some of the duties and skills of call center employees and the pros and cons of working at a call center
                            [isAmp] => 
                            [date] => Feb 24, 2021
                            [organic_position] => 4
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => Everything You Need To Know About Working in a Call Center
                            [serp_description] => Skills you need when working at a call center · Communication skills · Active listening skills · Customer service skills · Interpersonal skills.
                            [hostname] => indeed.com
                            [canonical] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                            [h1] => Everything You Need To Know About Working in a Call Center
                            [h2] => Array
                                (
                                    [0] => What is a call center?
                                    [1] => How does a call center work?
                                    [2] => What are your responsibilities at a call center?
                                    [3] => Skills you need when working at a call center
                                    [4] => The work environment of a call center
                                    [5] => The advantages of working at a call center
                                    [6] => The challenges of working at a call center
                                    [7] => Related Articles
                                )

                            [h3] => Array
                                (
                                    [0] => Teach you transferrable skills
                                    [1] => Develop your communication skills
                                    [2] => Give you a certain degree of flexibility
                                    [3] => Offer great compensation packages
                                    [4] => May have unusual hours
                                    [5] => Can be stressful
                                    [6] => Have high turnover rates
                                    [7] => Are sedentary positions
                                    [8] => What Does "Business Casual" Mean? (With Example Outfits)
                                    [9] => How To Start a Staffing Agency
                                    [10] => 10 Steps To Begin Your Own Business
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => What is a call center?
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => How does a call center work?
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => What are your responsibilities at a call center?
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => Skills you need when working at a call center
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => The work environment of a call center
                                        )

                                    [5] => stdClass Object
                                        (
                                            [text] => The advantages of working at a call center
                                        )

                                    [6] => stdClass Object
                                        (
                                            [text] => The challenges of working at a call center
                                        )

                                    [7] => stdClass Object
                                        (
                                            [text] => Related Articles
                                        )

                                )

                            [type] => article
                            [wordCount] => 1102
                            [imgCount] => 3
                            [lang] => stdClass Object
                                (
                                    [langLinks] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [lang] => en-sg
                                                    [url] => https://sg.indeed.com/career-advice/finding-a-job/working-in-a-call-center
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [lang] => nl-nl
                                                    [url] => https://nl.indeed.com/carrieregids/baan-vinden/wat-is-een-call-center
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [lang] => es-mx
                                                    [url] => https://mx.indeed.com/orientacion-profesional/como-encontrar-empleo/que-hace-call-center
                                                )

                                            [4] => stdClass Object
                                                (
                                                    [lang] => en-gb
                                                    [url] => https://uk.indeed.com/career-advice/finding-a-job/what-is-working-in-call-centre-like
                                                )

                                            [5] => stdClass Object
                                                (
                                                    [lang] => en-gb
                                                    [url] => https://uk.indeed.com/career-advice/finding-a-job/what-is-working-in-call-centre-like
                                                )

                                            [6] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                                                )

                                            [7] => stdClass Object
                                                (
                                                    [lang] => en-sg
                                                    [url] => https://sg.indeed.com/career-advice/finding-a-job/working-in-a-call-center
                                                )

                                            [8] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                                                )

                                            [9] => stdClass Object
                                                (
                                                    [lang] => nl-nl
                                                    [url] => https://nl.indeed.com/carrieregids/baan-vinden/wat-is-een-call-center
                                                )

                                            [10] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                                                )

                                            [11] => stdClass Object
                                                (
                                                    [lang] => es-mx
                                                    [url] => https://mx.indeed.com/orientacion-profesional/como-encontrar-empleo/que-hace-call-center
                                                )

                                            [12] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                                                )

                                            [13] => stdClass Object
                                                (
                                                    [lang] => en-gb
                                                    [url] => https://uk.indeed.com/career-advice/finding-a-job/what-is-working-in-call-centre-like
                                                )

                                            [14] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                                                )

                                            [15] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                                                )

                                            [16] => stdClass Object
                                                (
                                                    [lang] => en-sg
                                                    [url] => https://sg.indeed.com/career-advice/finding-a-job/working-in-a-call-center
                                                )

                                            [17] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                                                )

                                            [18] => stdClass Object
                                                (
                                                    [lang] => nl-nl
                                                    [url] => https://nl.indeed.com/carrieregids/baan-vinden/wat-is-een-call-center
                                                )

                                            [19] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                                                )

                                            [20] => stdClass Object
                                                (
                                                    [lang] => es-mx
                                                    [url] => https://mx.indeed.com/orientacion-profesional/como-encontrar-empleo/que-hace-call-center
                                                )

                                            [21] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                                                )

                                            [22] => stdClass Object
                                                (
                                                    [lang] => en-gb
                                                    [url] => https://uk.indeed.com/career-advice/finding-a-job/what-is-working-in-call-centre-like
                                                )

                                            [23] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                                                )

                                            [24] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                                                )

                                            [25] => stdClass Object
                                                (
                                                    [lang] => en-sg
                                                    [url] => https://sg.indeed.com/career-advice/finding-a-job/working-in-a-call-center
                                                )

                                            [26] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                                                )

                                            [27] => stdClass Object
                                                (
                                                    [lang] => nl-nl
                                                    [url] => https://nl.indeed.com/carrieregids/baan-vinden/wat-is-een-call-center
                                                )

                                            [28] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                                                )

                                            [29] => stdClass Object
                                                (
                                                    [lang] => es-mx
                                                    [url] => https://mx.indeed.com/orientacion-profesional/como-encontrar-empleo/que-hace-call-center
                                                )

                                            [30] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                                                )

                                            [31] => stdClass Object
                                                (
                                                    [lang] => en-gb
                                                    [url] => https://uk.indeed.com/career-advice/finding-a-job/what-is-working-in-call-centre-like
                                                )

                                            [32] => stdClass Object
                                                (
                                                    [lang] => en-us
                                                    [url] => https://www.indeed.com/career-advice/starting-new-job/working-in-a-call-center
                                                )

                                        )

                                    [size] => 33
                                    [string] => en-us / en-sg / nl-nl / es-mx / en-gb / en-gb / en-us / en-sg / en-us / nl-nl / en-us / es-mx / en-us / en-gb / en-us / en-us / en-sg / en-us / nl-nl / en-us / es-mx / en-us / en-gb / en-us / en-us / en-sg / en-us / nl-nl / en-us / es-mx / en-us / en-gb / en-us
                                )

                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 7
                                    [outboundSize] => 1
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => LinkedIn
                                                    [href] => https://www.linkedin.com/sharing/share-offsite?url=https%3A%2F%2Fwww.indeed.com%2Fcareer-advice%2Fstarting-new-job%2Fworking-in-a-call-center%3Futm_campaign%3Dearnedsocial%253Acareerguide%253Asharelinkedin%253AUS%26utm_content%3DEverything%2520You%2520Need%2520To%2520Know%2520About%2520Working%2520in%2520a%2520Call%2520Center%26utm_medium%3Dsocial%26utm_source%3Dlinkedin
                                                    [hrefDomain] => linkedin.com
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What is a call center?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => How does a call center work?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What are your responsibilities at a call center?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Skills you need when working at a call center. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => The work environment of a call center. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [5] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => The advantages of working at a call center. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Teach you transferrable skills. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Develop your communication skills. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Give you a certain degree of flexibility. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Offer great compensation packages. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [6] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => The challenges of working at a call center. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => May have unusual hours. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Can be stressful. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Have high turnover rates. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Are sedentary positions. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [7] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Related Articles. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => What Does "Business Casual" Mean? (With Example Outfits). 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => How To Start a Staffing Agency. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 10 Steps To Begin Your Own Business. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://images.ctfassets.net/pdf29us7flmy/3G2aiNNPChv62WweMezLTc/4a3b2138298f54503ecd35f736c1c34d/5.svg?w=1242
                                )

                            [schema_type] => Array
                                (
                                    [0] => BreadcrumbList
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => Everything You Need To Know About Working in a Call CenterBy Indeed Editorial TeamFebruary 24, 2021TwitterLinkedInFacebookEmailCopy to ClipboardIf you're interested in a customer service role, then working in a call center could be a great entry-level position that provides you with the experience and knowledge you need for future positions. By learning more about how these offices work and the role of call center representatives, you can decide if it is the right work environment for you. In this article, we explain what exactly call centers are, describe how they work, list some of the duties and skills of call center employees and explore the pros and cons of working at a call center.What is a call center?Call centers are offices that exclusively handle inbound and outbound customer service phone calls. Call center representatives work in these offices and they are in charge of managing the customer interactions as well as tracking the transactions, cases or issues discussed. Most of these centers utilize special call center software that helps them keep teams organized and pass customer concerns through the appropriate channels.In customer service, call centers often handle the primary communications between a company and its customers. Because of this, they are a fundamental component in any organization.How does a call center work?Customer service call centers are either proactive or reactive, meaning they either initiate interactions with customers or provide support and guidance for customers that call them. While reactive call centers can provide customer support, proactive offices focus on developing relationships with clients so that they can promote products or services. Most call centers are reactive in nature and they handle customer calls by following a few basic steps:Call: The customer calls the center or requests a phone call from a customer service representative.Connect: The customer is connected with a representative that can address their concern.Listen: The representative listens to the customer's needs and then begins developing possible solutions.Follow up: If they are unable to resolve the issue in the first interaction, the agent follows up with an answer after investigating the problem further.Some call centers are owned and operated by a parent organization, while others are hired as a third-party representative of the company. Though third-party providers are usually much more efficient, they usually lack a certain level of familiarity with the brand's reputation, services or products, which can result in their efforts being less effective.What are your responsibilities at a call center?The primary responsibility of a call center representative is to provide effective customer support. To accomplish this, you usually have to do things like:Generate long-term solutions to address the customer's issues.Report notable or recurring customer problems.Respond to customer requests effectively and efficiently.Create a customized customer experience that addresses the unique needs of each caller.Provide exceptional customer care.Listen to the needs of the customer so that you can develop thoughtful solutions.Adapt to different customer service channels, such as social media, live chat or email.Related: Learn About Being a Call Center RepresentativeSkills you need when working at a call center. To be a great call center representative, you should possess a few key skills, such as:Communication skillsActive listening skillsCustomer service skillsInterpersonal skillsOrganization skillsCritical thinking skillsAttention to detailFlexibilityProblem-solving skillsComputer skillsMultitasking abilitiesPositive attitudeRelated: Building Skills To Be a Great Call Center EmployeeThe work environment of a call center. Most call centers have a fast-paced work environment. Though they are traditionally centralized offices with cubicles for representatives to work from, many are beginning to allow employees to work remotely. By using special software, these call centers can have representatives working in various locations all over the world. As a result, the company creates a diverse team of customer service representatives in several different time zones that can provide customer support 24/7.In a remote phone service role, the company usually sends you the supplies you need to successfully fulfill your role, such as a computer, the necessary software, a headset and a microphone. Additionally, they often provide online training so that they can prepare you for your role and the types of customer interactions you will handle.Related: 8 Common Call Center Interview Questions (With Example Answers)The advantages of working at a call center. Working at a call center can provide many benefits. For example, these positions usually:Teach you transferrable skills. When you work in a call center, you often receive training and experience that can develop key skills, like computer skills, customer service and product knowledge. These are all abilities that future employers will likely consider extremely valuable in a variety of industries and positions.Develop your communication skills. Call center representatives have to interact with a wide range of individuals and handle their concerns in a way that is pleasant, effective and efficient. This requires well-developed listening skills and the ability to ask great questions. These are skills that are beneficial in any role or industry.Give you a certain degree of flexibility. Because more and more call centers are beginning to allow their workers to work remotely, this gives you the chance to work from home and possibly choose a schedule that works for you and your needs.Offer great compensation packages. Even though call center jobs rarely require experience or a degree, they often provide impressive salaries and opportunities for professional development. In fact, many call centers promote employees rather quickly.The challenges of working at a call center. Despite the many advantages of working at a call center, these roles do come with unique challenges, such as they:May have unusual hours. Many companies with call centers have international customers, which require customer support on nights and/or weekends.Can be stressful. Customer service roles may be stressful, especially when you're helping a frustrated customer. These experiences can be challenging, but they help you develop your patience and problem-solving abilities.Have high turnover rates. Like many entry-level positions, call centers often experience high turnover. Though this can cause your work environment to feel unstable, it helps you develop your ability to adapt.Are sedentary positions. Since most of the work in a call center is done over the phone, you spend a great deal of time sitting at a desk. If you decide to take a position in a call center, you should make sure that you take regular breaks so that you can get up, walk around and adjust your posture.Related Articles. What Does "Business Casual" Mean? (With Example Outfits). How To Start a Staffing Agency. 10 Steps To Begin Your Own Business.
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 43
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 37
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 35
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 30
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => work
                                            [tf] => 14
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 13
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => working
                                            [tf] => 9
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => skill
                                            [tf] => 9
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => working call
                                            [tf] => 8
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => customer service
                                            [tf] => 8
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => role
                                            [tf] => 8
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => provide
                                            [tf] => 7
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => working call center
                                            [tf] => 6
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => company
                                            [tf] => 6
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => great
                                            [tf] => 6
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => position
                                            [tf] => 6
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => experience
                                            [tf] => 6
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => representatif
                                            [tf] => 6
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => office
                                            [tf] => 5
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => support
                                            [tf] => 5
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => representative
                                            [tf] => 5
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => call center representatif
                                            [tf] => 4
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => center representatif
                                            [tf] => 4
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => work environment
                                            [tf] => 4
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => customer support
                                            [tf] => 4
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => require
                                            [tf] => 4
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => environment
                                            [tf] => 4
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => handle
                                            [tf] => 4
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => phone
                                            [tf] => 4
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => interaction
                                            [tf] => 4
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => develop
                                            [tf] => 4
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => service call center
                                            [tf] => 3
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => service role
                                            [tf] => 3
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => service call
                                            [tf] => 3
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => customer call
                                            [tf] => 3
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => employee
                                            [tf] => 3
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => software
                                            [tf] => 3
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => reactive
                                            [tf] => 3
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => product
                                            [tf] => 3
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => address
                                            [tf] => 3
                                        )

                                    [40] => stdClass Object
                                        (
                                            [term] => example
                                            [tf] => 3
                                        )

                                    [41] => stdClass Object
                                        (
                                            [term] => ability
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 62
                            [rank] => 829
                        )

                    [8] => stdClass Object
                        (
                            [position] => 9
                            [title] => 10 Call Center Tips for beginners in Customer Service -
                            [url] => https://www.cloudworldwideservices.com/en/call-center-tips-customer-service/
                            [destination] => https://www.cloudworldwideservices.com › call-center-t...
                            [description] => Working as a Customer Service representative can be a real challenge, but thankfully, it doesn´t have to be this way. Discover our top call center tips!
                            [isAmp] => 
                            [date] => Sep 10, 2018
                            [organic_position] => 5
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => 10 Call Center Tips for beginners in Customer Service -
                            [serp_description] => 1- Take notes. One of the most important call center tips is to always takes notes while on a call. · 2- Confidence · 3- It's OK to not know ...
                            [hostname] => cloudworldwideservices.com
                            [canonical] => https://www.cloudworldwideservices.com/en/call-center-tips-customer-service/
                            [h1] => 10 Call Center Tips for beginners in Customer Service
                            [h2] => Array
                                (
                                    [0] => Call Center Tips for Beginners
                                )

                            [h3] => Array
                                (
                                    [0] => 1- Take notes
                                    [1] => 2- Confidence
                                    [2] => 3- It’s OK to not know something
                                    [3] => 4- Analyze
                                    [4] => 5- Address your customer by name
                                    [5] => 6- Be patient
                                    [6] => 7- Transferring the call
                                    [7] => 8– Exchange experiences with colleagues
                                    [8] => 9- Positive attitude
                                    [9] => 10- Organization
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => Call Center Tips for Beginners
                                        )

                                )

                            [published_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 10o September 2018
                                    [dateISO] => 2018-09-10T14:12:01+00:00
                                )

                            [modified_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 16o July 2020
                                    [dateISO] => 2020-07-16T13:05:28+00:00
                                )

                            [type] => article
                            [wordCount] => 1414
                            [imgCount] => 3
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 19
                                    [outboundSize] => 7
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.linkedin.com/company/cloud-worldwide-services/
                                                    [hrefDomain] => linkedin.com
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://twitter.com/CloudWorldwide
                                                    [hrefDomain] => twitter.com
                                                    [isOutbound] => 1
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.youtube.com/channel/UCuXeJtvMsD5kM4SHFLVmKaA/videos
                                                    [hrefDomain] => youtube.com
                                                    [isOutbound] => 1
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.addtoany.com/add_to/linkedin?linkurl=https%3A%2F%2Fwww.cloudworldwideservices.com%2Fen%2Fcall-center-tips-customer-service%2F&linkname=10%20Call%20Center%20Tips%20for%20beginners%20in%20Customer%20Service
                                                    [hrefDomain] => addtoany.com
                                                    [rel] => nofollow noopener
                                                    [isOutbound] => 1
                                                )

                                            [4] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.addtoany.com/add_to/twitter?linkurl=https%3A%2F%2Fwww.cloudworldwideservices.com%2Fen%2Fcall-center-tips-customer-service%2F&linkname=10%20Call%20Center%20Tips%20for%20beginners%20in%20Customer%20Service
                                                    [hrefDomain] => addtoany.com
                                                    [rel] => nofollow noopener
                                                    [isOutbound] => 1
                                                )

                                            [5] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.addtoany.com/add_to/email?linkurl=https%3A%2F%2Fwww.cloudworldwideservices.com%2Fen%2Fcall-center-tips-customer-service%2F&linkname=10%20Call%20Center%20Tips%20for%20beginners%20in%20Customer%20Service
                                                    [hrefDomain] => addtoany.com
                                                    [rel] => nofollow noopener
                                                    [isOutbound] => 1
                                                )

                                            [6] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.addtoany.com/add_to/whatsapp?linkurl=https%3A%2F%2Fwww.cloudworldwideservices.com%2Fen%2Fcall-center-tips-customer-service%2F&linkname=10%20Call%20Center%20Tips%20for%20beginners%20in%20Customer%20Service
                                                    [hrefDomain] => addtoany.com
                                                    [rel] => nofollow noopener
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Call Center Tips for Beginners. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 1- Take notes. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 2- Confidence. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 3- It’s OK to not know something. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 4- Analyze. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [4] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 5- Address your customer by name. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [5] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 6- Be patient. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [6] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 7- Transferring the call. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [7] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 8– Exchange experiences with colleagues. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [8] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 9- Positive attitude. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [9] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 10- Organization. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                    [0] => stdClass Object
                                                                        (
                                                                            [level] => 5
                                                                            [name] => Recent Posts
                                                                            [tag] => h5
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [1] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => RECORDIA. 
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                    [0] => stdClass Object
                                                                                        (
                                                                                            [level] => 6
                                                                                            [name] => Click to get more information of our call recording solution
                                                                                            [tag] => h6
                                                                                            [children] => Array
                                                                                                (
                                                                                                )

                                                                                        )

                                                                                )

                                                                        )

                                                                    [2] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => Privacy Overview. 
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                )

                                                        )

                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://www.cloudworldwideservices.com/wp-content/uploads/call-center-tips.jpeg
                                )

                            [schema_type] => Array
                                (
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => 10 Call Center Tips for beginners in Customer Service by José Luis Pérez September 10, 2018 Call Center Tips for Beginners. Get to know our call recording solution for call centers. Let’s be honest: working as a Customer Service representative can be a real challenge, especially if you are just starting your first job in this area. But what can you do to make it less stressful? Here are our 10 Call Center tips for beginners: 1- Take notes. One of the most important call center tips is to always takes notes while on a call. This is a great exercise for becoming an active listener, as it helps you focus on the conversation as you make sure that you are not missing out on anything that the other side is saying. It also helps you collect all the details and ensure that you are not forgetting anything. Just remember to not write down sensitive information or cardholder data on a piece of paper, which can be a dangerous practice according to the industry payment standard PCI-DSS. If your company has a call recording service integrated into their Call Center infrastructure, notes might not be necessary as all your calls will be recorded, stored, and accessible for reproduction at any time. However, if you aren’t recording calls yet, you might want to check our cloud-based call recording solution Recordia. 2- Confidence. As you’ve probably heard it many times, confidence is key – and this applies to practically everything. Try to sound confident and relaxed, and don’t let the other side know that you are a beginner, as they might start to doubt your abilities to solve their issue – even if you are perfectly capable. 3- It’s OK to not know something. Many customer representatives are afraid to confess when an issue is out of their control, and will try to give inefficient answers just for the sake of giving an answer. Whether you are a beginner or not, it is OK to encounter a problem or a question that you are not capable of responding. Try to be resolutive, but don’t panic if something is out of your control – instead, let the customer know that you will try to find the best solution for his issue, and you will call him back as soon as possible. 4- Analyze. Just like anything else, customer support takes practice, and you will get better as you deal with hundreds of different people and experiences. These experiences are an excellent source of information as they help you improve your skills and provide better service. Especially if you have all these conversations recorded and stored securely for reproduction. One of the most effective call center tips is to use these recordings to analyze your skills and identify weaknesses – you never know how good or bad you’re performing until you see yourself from an outside perspective. 5- Address your customer by name. Addressing your customers by their name is a great way to provide better experience and make them feel understood. To do it properly, listen to your customer as he will let you know how he likes to be addressed. For example, if the customer presents herself as “This is Jane Smith”, you can either politely ask her “May I call you Jane?”, or directly call her Ms. Smith. 6- Be patient. Among the most important call center tips for beginners is to be patient. Instead of hurrying up to give an answer as soon as the customer finishes his first sentence, try to be an active listener. Do not start explaining yourself before making sure that the customer is done describing his issue, as it will look unprofessional and he might get even more frustrated. During the call, remain patient, listen actively, and ask questions until the issue is fully described before responding. If you don’t hear all the necessary details, you might not be able to provide the most adequate solution for you customer’s problem. 7- Transferring the call. Getting transferred might be a frustrating experience for customers, as it sometimes looks that employees are shifting them from one department to another because they prefer passing the responsibility to someone else. To transfer the call adequately, one of our top call center tips is to follow these steps: first,  explain the reason behind the transfer and to whom you are passing on the customer. Second, ask them if they don’t mind being transferred. Third, ensure that the person who should pick up the phone is available, and explain them the nature of the call along with the name of the person on the other side. By following these steps, you will not only show that you are a real professional, but the user will also feel less frustrated when dealing with customer service. 8– Exchange experiences with colleagues. Exchanging your customer experience with your colleagues is a great way to discuss different perspectives and see if you could have resolved an issue in a more efficient way – especially if you are a beginner. Even if you aren’t a beginner, getting to know your product takes time, and colleagues that are more experienced than you can give you great advice. In addition, customer representatives experience conversations with customers differently, and everyone can learn a lot from each other. 9- Positive attitude. Keeping a positive attitude is extremely important for a successfully resolved problem and a satisfied customer. At times, it can be truly challenging, but maintaining composure reflects confidence and reassures the user that you are capable of finding a solution. 10- Organization. Customer service requires a lot of organization, and agents need to be well-prepared in order to deliver quality service in the least amount possible. Take your time to explore all the tools, platforms, and systems that your company has set up, and practice different situations to learn how to switch easily between databases. You need to be able to navigate quickly between different windows in a CRM database, so make sure to organize your resources in the most efficient way possible. Rating: Share it! Recent Posts Cisco Webex Teams: Send and Receive Faxes with eComfax CWS Survey Results From ABA Risk and Compliance Virtual Conference CWS participates in American Bankers Association’s very first virtual conference CWS hosts webinar with partner AppDirect Call Recording: Ways to keep up with financial regulations RECORDIA. Click to get more information of our call recording solution We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “Accept”, you consent to the use of ALL the cookies. However, you may visit "Cookie Settings" to provide a controlled consent.Reject AllCookie SettingsACCEPTManage consent Close Privacy Overview. This website uses cookies to improve your experience while you navigate through the website. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may affect your browsing experience. Necessary Necessary Always Enabled Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously. CookieDurationDescription_GRECAPTCHA6 monthsGoogle Recaptcha, Anti-Spam Securitycookielawinfo-checkbox-analytics11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".cookielawinfo-checkbox-necessary11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".viewed_cookie_policy11 monthsThe cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data. Analytics Analytics Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc. CookieDurationDescription_ga24 monthsGoogle Analyticslfuuid120 monthsMarketing tool to know the interest of visitors and capture as much information as possible about who visits the website. Does not use personal information. SAVE & ACCEPT
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 24
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 22
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => cooky
                                            [tf] => 17
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => website
                                            [tf] => 10
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => experience
                                            [tf] => 10
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 9
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => beginner
                                            [tf] => 9
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 9
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 8
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => consent
                                            [tf] => 8
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => cookie
                                            [tf] => 8
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => call center tip
                                            [tf] => 7
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => center tip
                                            [tf] => 7
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => tip
                                            [tf] => 7
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => recording
                                            [tf] => 7
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => solution
                                            [tf] => 6
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => information
                                            [tf] => 6
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => issue
                                            [tf] => 6
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => tip beginner
                                            [tf] => 5
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => customer service
                                            [tf] => 5
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => call recording
                                            [tf] => 5
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => time
                                            [tf] => 5
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => provide
                                            [tf] => 5
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => user
                                            [tf] => 5
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => center tip beginner
                                            [tf] => 4
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => website cooky
                                            [tf] => 4
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => 10
                                            [tf] => 4
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => great
                                            [tf] => 4
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => stored
                                            [tf] => 4
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => give
                                            [tf] => 4
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => set
                                            [tf] => 4
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => store
                                            [tf] => 4
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => call recording solution
                                            [tf] => 3
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => cookie set gdpr
                                            [tf] => 3
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => set gdpr cookie
                                            [tf] => 3
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => gdpr cookie consent
                                            [tf] => 3
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => cookie consent plugin
                                            [tf] => 3
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => recording solution
                                            [tf] => 3
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => consent cooky
                                            [tf] => 3
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => cookie set
                                            [tf] => 3
                                        )

                                    [40] => stdClass Object
                                        (
                                            [term] => set gdpr
                                            [tf] => 3
                                        )

                                    [41] => stdClass Object
                                        (
                                            [term] => gdpr cookie
                                            [tf] => 3
                                        )

                                    [42] => stdClass Object
                                        (
                                            [term] => cookie consent
                                            [tf] => 3
                                        )

                                    [43] => stdClass Object
                                        (
                                            [term] => consent plugin
                                            [tf] => 3
                                        )

                                    [44] => stdClass Object
                                        (
                                            [term] => store user
                                            [tf] => 3
                                        )

                                    [45] => stdClass Object
                                        (
                                            [term] => colleague
                                            [tf] => 3
                                        )

                                    [46] => stdClass Object
                                        (
                                            [term] => cw
                                            [tf] => 3
                                        )

                                    [47] => stdClass Object
                                        (
                                            [term] => visit
                                            [tf] => 3
                                        )

                                    [48] => stdClass Object
                                        (
                                            [term] => gdpr
                                            [tf] => 3
                                        )

                                    [49] => stdClass Object
                                        (
                                            [term] => plugin
                                            [tf] => 3
                                        )

                                    [50] => stdClass Object
                                        (
                                            [term] => visitor
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 31
                            [rank] => 9841968
                        )

                    [9] => stdClass Object
                        (
                            [position] => 10
                            [title] => Working in a Call Center: Here's What You Need to Know - Glassdoor Blog
                            [url] => https://www.glassdoor.com/blog/working-in-a-call-center/
                            [destination] => https://www.glassdoor.com › blog › working-in-a-call-c...
                            [description] => We've highlighted a call center agent's daily functions and responsibilities below, if you think a phone-based customer service could be right for you
                            [isAmp] => 
                            [date] => Apr 30, 2019
                            [organic_position] => 6
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => Working in a Call Center: Here's What You Need to Know
                            [serp_description] => Working in a Call Center: Here's What You Need to Know · 1. You gain transferable skills. · 2. You learn excellent communication skills. · 3. You ...
                            [hostname] => glassdoor.com
                            [canonical] => https://www.glassdoor.com/blog/working-in-a-call-center/
                            [h1] => Working in a Call Center: Here's What You Need to Know
                            [h2] => Array
                                (
                                    [0] => Career Advice
                                    [1] => Working in a Call Center
                                    [2] => Call Center Duties
                                    [3] => How a Call Center Works
                                    [4] => Call Center Skills
                                    [5] => Are There Work-From-Home Call Centers?
                                    [6] => Popular Jobs at a Call Center
                                    [7] => Working at a Call Center: Pros and Cons
                                    [8] => Pros of Call Center Jobs
                                    [9] => Cons of Call Center Jobs
                                )

                            [h3] => Array
                                (
                                    [0] => 26 Companies Hiring Like Crazy in May
                                    [1] => Top Sports Companies to Work For
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => Career Advice
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => Working in a Call Center
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => Call Center Duties
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => How a Call Center Works
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => Call Center Skills
                                        )

                                    [5] => stdClass Object
                                        (
                                            [text] => Are There Work-From-Home Call Centers?
                                        )

                                    [6] => stdClass Object
                                        (
                                            [text] => Popular Jobs at a Call Center
                                        )

                                    [7] => stdClass Object
                                        (
                                            [text] => Working at a Call Center: Pros and Cons
                                        )

                                    [8] => stdClass Object
                                        (
                                            [text] => Pros of Call Center Jobs
                                        )

                                    [9] => stdClass Object
                                        (
                                            [text] => Cons of Call Center Jobs
                                        )

                                )

                            [type] => article
                            [wordCount] => 3072
                            [imgCount] => 1
                            [lang] => stdClass Object
                                (
                                    [langLinks] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [lang] => en-US
                                                    [url] => https://www.glassdoor.com/blog/working-in-a-call-center/
                                                )

                                        )

                                    [size] => 1
                                    [string] => en-US
                                )

                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 109
                                    [outboundSize] => 26
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => Share this post on LinkedInShare this post on LinkedIn
                                                    [href] => https://www.linkedin.com/sharing/share-offsite/?url=https://www.glassdoor.com/blog/working-in-a-call-center/
                                                    [hrefDomain] => linkedin.com
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => 36% from 2016 to 2026
                                                    [href] => https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm#tab-6
                                                    [hrefDomain] => bls.gov
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [text] => customer service career
                                                    [href] => https://blog.hubspot.com/service/customer-support-service-careers
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [text] => customer success
                                                    [href] => https://blog.hubspot.com/service/customer-success
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [4] => stdClass Object
                                                (
                                                    [text] => customer experience
                                                    [href] => https://blog.hubspot.com/service/what-is-customer-experience
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [5] => stdClass Object
                                                (
                                                    [text] => Customer service managers
                                                    [href] => https://blog.hubspot.com/service/customer-service-manager
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [6] => stdClass Object
                                                (
                                                    [text] => improve the customer experience
                                                    [href] => https://blog.hubspot.com/service/how-to-improve-customer-experience
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [7] => stdClass Object
                                                (
                                                    [text] => customer needs
                                                    [href] => https://blog.hubspot.com/service/customer-needs
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [8] => stdClass Object
                                                (
                                                    [text] => Studies
                                                    [href] => https://www.huffingtonpost.com/vala-afshar/50-important-customer-exp_b_8295772.html
                                                    [hrefDomain] => huffingtonpost.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [9] => stdClass Object
                                                (
                                                    [text] => customer churn
                                                    [href] => https://blog.hubspot.com/service/prevent-customer-churn
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [10] => stdClass Object
                                                (
                                                    [text] => allow the customer to cool off
                                                    [href] => https://blog.hubspot.com/service/diffusing-an-angry-customer
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [11] => stdClass Object
                                                (
                                                    [text] => customer interactions
                                                    [href] => https://blog.hubspot.com/service/interaction-with-customers
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [12] => stdClass Object
                                                (
                                                    [text] => support skills
                                                    [href] => https://blog.hubspot.com/service/customer-support-skills
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [13] => stdClass Object
                                                (
                                                    [text] => above-and-beyond
                                                    [href] => https://blog.hubspot.com/service/above-and-beyond-customer-service
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [14] => stdClass Object
                                                (
                                                    [text] => customer satisfaction
                                                    [href] => https://blog.hubspot.com/service/what-is-customer-satisfaction
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [15] => stdClass Object
                                                (
                                                    [text] => customer service tools
                                                    [href] => https://www.hubspot.com/products/service/help-desk
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [16] => stdClass Object
                                                (
                                                    [text] => customer service job
                                                    [href] => https://blog.hubspot.com/service/customer-support-job
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [17] => stdClass Object
                                                (
                                                    [text] => 73% of all customers
                                                    [href] => https://www.forbes.com/sites/forbesbusinessdevelopmentcouncil/2018/04/20/better-technology-better-call-centers/#2c0caec8af29
                                                    [hrefDomain] => forbes.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [18] => stdClass Object
                                                (
                                                    [text] => recent graduate
                                                    [href] => https://blog.hubspot.com/service/customer-support-job
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [19] => stdClass Object
                                                (
                                                    [text] => from 30 to 45%
                                                    [href] => https://www.talkdesk.com/blog/understanding-call-center-turnover/
                                                    [hrefDomain] => talkdesk.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [20] => stdClass Object
                                                (
                                                    [text] => headsets
                                                    [href] => https://blog.hubspot.com/service/call-center-headsets
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [21] => stdClass Object
                                                (
                                                    [text] => customer support resources
                                                    [href] => https://blog.hubspot.com/service/customer-support-resources
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [22] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://glassdoor.app.link/hWhE3GWgBR
                                                    [hrefDomain] => app.link
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [23] => stdClass Object
                                                (
                                                    [text] => article
                                                    [href] => https://blog.hubspot.com/service/working-call-center
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [24] => stdClass Object
                                                (
                                                    [text] => HubSpot
                                                    [href] => https://blog.hubspot.com/service/working-call-center
                                                    [hrefDomain] => hubspot.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [25] => stdClass Object
                                                (
                                                    [text] => Share this post on LinkedInShare this post on LinkedIn
                                                    [href] => https://www.linkedin.com/sharing/share-offsite/?url=https://www.glassdoor.com/blog/working-in-a-call-center/
                                                    [hrefDomain] => linkedin.com
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Career Advice. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Working in a Call Center. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Call Center Duties. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => How a Call Center Works. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Call Center Skills. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [5] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Are There Work-From-Home Call Centers?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [6] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Popular Jobs at a Call Center. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [7] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Working at a Call Center: Pros and Cons. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [8] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Pros of Call Center Jobs. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [9] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Cons of Call Center Jobs. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [10] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 26 Companies Hiring Like Crazy in May. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Top Sports Companies to Work For. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://blog-consumer.glassdoor.com/app/uploads/sites/2/GettyImages-1087914614-e1556663833543.jpg
                                )

                            [schema_type] => Array
                                (
                                    [0] => Array
                                        (
                                            [0] => Article
                                        )

                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => Working in a Call Center: Here's What You Need to KnowPosted by Glassdoor TeamCareer Advice ExpertsLast Updated April 30, 2019Share this post on TwitterShare this post on TwitterShare this post on FacebookShare this post on FacebookShare this post on LinkedInShare this post on LinkedInShare this post through emailShare this post through emailIf you're anything like me, when you see a job listing for a call center agent you're probably thinking, "Call centers are still up and running?" You'd think people would choose a different way to get assistance after being put on hold for 25 minutes. But, in many cases, a customer might prefer to pick up the phone and get immediate help rather than wait around for an email or live chat response. That's why many companies still have a robust customer-facing team manning the phones. In fact, research shows that customer service representative jobs are set to grow by 36% from 2016 to 2026. Reps have the ability to onboard new customers and help retain them, so it's a highly valuable position for any company. But, while it may be an important position for a business, you're probably still wondering if it's the right job to begin your customer service career. We've all interacted with a call center at some point, but we often don't know what a call rep's daily responsibilities are. So, we've highlighted a call center agent's daily functions and responsibilities below, along with what you should consider if you think a role in phone-based customer service could be right for you. Sponsored Working in a Call Center. Call centers act as a fundamental component of customer service teams and often are the primary means of communication between a business and it's customers. To work in a call center, you'll need to be motivated by customer success. Call center agents are tenacious problem-solvers who are committed to enhancing customers' experience with a company or brand. A call center agent's workday is typically fast-paced and requires them to manage a handful of different responsibilities. Often times, agents need to be flexible with their workflow and capable of handling unexpected roadblocks. While this causes their workday to look different each day, agents will still perform the same core call center duties regardless of the task they're completing. Call Center Duties. Help customers across customer service mediums: phone (primary channel), email and chat (if needed). Communicate thoughtful, personalized solutions to ensure the customer can successfully move forward. Provide a positive customer experience, in line with brand tone and values Tailor the experience and support style you take on to fit the customer's role, personality, and background. Document and respond to web tickets efficiently as well as reporting any issues to appropriate teams within the company. If you're considering a position in a call center, it helps to understand these fundamental duties and why they're important to a business. No matter which industry the call center belongs to, all of the duties listed above are essential to a customer service team's short and long-term success. By consistently completing these core responsibilities, customer service departments can deliver a positive customer experience on nearly every interaction. To fulfill these duties, call center agents need to work together as a team and create a system that'll manage customer service demands. Customer service managers lead this initiative by strategizing the fielding and distribution of incoming or outgoing calls. Before pursuing a job in a call center, it's important that you understand the details of how a call center works and why this process is effective. Check Out the New Customer Service Representative Jobs How a Call Center Works. A call center works as a vocal communication channel that customers use to report requests or complaints to a business. Customer support and service representatives who work in the call center field phone calls made from customers who need help addressing a specific issue. Reps will then work to solve the customer's problem either during the first interaction or in a follow-up email or call. While call centers all differ in some way, most operate using a similar, responsive system. In short, customers will alert the customer service department about an issue, then the call center will respond to the report and resolve the problem. While this is a simple explanation of how call centers work, if you're considering a career in customer service, you'll want a more detailed description of the calling process. To help, we broke down the anatomy of a support or service call into three steps. 1. Customer Makes Call The calling process begins when a customer either calls or requests a call from a customer service team. Calls can either be made directly to the call center or through a connected product or app. Some call centers even offer outbound calls where the customer signals to the business that they need help, and the call center schedules a time for the agent to call the customer. Once the call is connected to the phone line it may be filtered and transferred by a proactive support service. The filter can be a software or even a live rep that assesses the customer's problem then transfers the call to a designated rep. This comes in handy for call centers who use specialists to address complex or specific issues. Getting calls to the right agent is a great way for customer service teams to boost case resolution times and improve the customer experience. 2. Rep Works on Customer Issue After the call is transferred to the appropriate representative, the customer service agent will work on resolving the customer's issue. Successful reps possess a blend of experience, product knowledge, and communication skills which helps them fulfill customer needs. Good agents not only know the right questions to ask but also when to ask them, and how to phrase them. Customer service isn't always as simple as just finding out the right answer — and sometimes you need to rephrase solutions a few times to make sure your customer understands or believes it. The goal of the phone call is to resolve the issue during the first interaction. Studies show that 67% of customer churn is preventable if the issue is resolved during the first engagement. This is because first-call resolutions demonstrate that you can provide customers with timely solutions when they need it most. 3. Follow Up While the agent aims to resolve the problem during the first call, that goal isn't always attainable. Sometimes customer service agents have no choice but to end the call and follow up once they have more information. You may think this risks the potential churn that we discussed earlier, but this step is done for the benefit of both the customer and the representative. The customer is already sidetracked by an issue with your product or service and being on the phone with your team is just another disruption to their workflow. Getting them off the phone allows them to work on other things while the rep investigates the issue. It can also allow the customer to cool off if they're frustrated during the call. On the opposite end, call centers benefit because it helps customer service reps meet their daily case metrics. Agents simply can't spend hours on end trying to solve one case, and being on the same phone call for too long can quickly lead to agent fatigue. By allowing reps to follow up, call center agents can pace their workflow to meet a daily quota while also enhancing the customer experience. For some call center reps, this process can be repeated up to 50 times a day. That can be pretty daunting to those who tend to shy away from customer interactions. But, if you're still not sure if this workflow is right for you, it can help to understand the different call center skills needed to be successful as a customer service agent. Why All New Graduates Should Consider a Customer Support Job Call Center Skills. Knowledge Retention Flexibility Attention to Detail Creativity Organization Whether you call it a call center or a contact center, an agent is on the front lines of the business, helping define the customer experience. To master this field, call center agents need to possess a handful of different service and support skills. Here are five of those skills that are critical to the success of a call center agent. 1.  Knowledge Retention Customers don't want to repeat their problems. They're looking for timely solutions and having to re-describe their issue wastes time and doesn't make progress towards a resolution. Good customer service reps are able to interpret customer problems and understand them the first time they hear it. 2. Flexibility One of the most interesting characteristics of customer service roles is that they're day-to-day responsibilities are often unpredictable. Customers roadblocks don't come with any warning and sometimes reps need to be flexible and adapt to unexpected situations. When something important suddenly breaks, the call center agent is one of the first people to provide a response. They need to be constantly ready to spring into action, especially on a moment's notice. 3. Attention to Detail In customer service, providing a customer with nearly the right answer just doesn't cut it. Customers have specific needs and won't overlook small details if they aren't fulfilled. Successful customer service reps pay close attention to customer needs and do everything they can satisfy each one — no matter how small. Doing so demonstrates an above-and-beyond dedication to customer support and will improve customer satisfaction. 4. Creativity Sometimes the solution to a customer's problem isn't clear or achievable. While that may not be the agent's fault, it's still up to them to come up with another solution. This is where call center agents need to be creative and suggest alternative ideas that benefit both the customer and the company. Creative reps are able to use the resources they have at hand to fulfill the customer's needs in an unanticipated way.   5. Organization As mentioned earlier, call center agents can take up to 50 calls a day, and not every one is resolved during the first call. Some calls will require a follow-up that may last days or weeks after the first interaction. This challenges reps to manage their open cases efficiently and provide updates in a timely manner. Being well-organized can help you manage ongoing follow-up especially if you don't have access the appropriate customer service tools. Now that you're familiar with the ins and outs of how a call center operates, you may be eager to start applying for a customer service job. Call center jobs are offered throughout the world, but if you're having trouble finding an opening that's close to you, it may help to consider a remote option. Are There Work-From-Home Call Centers? Work-from-home, or remote, call centers are being quickly adopted by businesses across the world. These call centers use software that distributes calls to agents that are working in various locations. Instead of all of the agents being positioned in one central office, remote call centers employ reps from all over which creates a more diverse customer service team.   The benefit of working in a remote phone service role is that you can work from the comfort of your home. The company will send you a headset, a microphone, and sometimes even a computer, too. After that, you can take the company's online courses and trainings to prepare yourself for future customer interactions. Companies benefit from this setup as it makes it easier for them to provide customer service across multiple time zones. Since its customer service team is working from various locations, businesses with remote call centers can provide coverage during off-hours without having to put employees on different shifts. This makes employee scheduling significantly easier for companies that provide 24/7 customer support. What's the Difference Between Remote Work & Telecommuting? Popular Jobs at a Call Center. Customer Service Associate Jobs Salaries | Interviews | Locations Customer Service Specialist Jobs Salaries | Interviews | Locations Call Center Jobs Salaries | Interviews | Locations Customer Service Agent Jobs Salaries | Interviews | Locations Call Center Customer Service Representative Jobs Salaries | Interviews | Locations Inbound Call Center Representative Jobs Salaries | Interviews | Locations Customer Service Coordinator Jobs Salaries | Interviews | Locations Call Center Supervisor Jobs Salaries | Interviews | Locations Business Manager Jobs Salaries | Interviews | Locations Business Administration Jobs Salaries | Interviews | Locations Call Center Customer Service Jobs Salaries | Interviews | Locations Client Relationship Manager Jobs Salaries | Interviews | Locations Sales Service Associate Jobs Salaries | Interviews | Locations Working at a Call Center: Pros and Cons. Working in a call center can be very demanding, but also extremely rewarding. Call center agents learn something new almost every day and are constantly being faced with different obstacles and challenges. If you're still on the fence about applying for that call center job, hopefully, these pros and cons can provide that final motivation needed for sending in your resume. Pros of Call Center Jobs. 1. You gain transferable skills. A shift is happening. Between advances in technology and 73% of all customers calling to address questions and concerns, companies can see the value of needing the best service for their customers. That means you get the chance to be educated in everything from product training to customer service to program and computer skills. Whether you want to move up in the world of customer service or are a recent graduate looking to gain some entry-level knowledge, the skills developed inside a call center will help you in every job that comes your way. Say you want to branch out into the marketing sphere and exercise your skills in blog writing, market research, or content creation for social. These are all roles and responsibilities you could land with outstanding communication skills and detailed product expertise. How to Identify and Develop Soft Skills 2. You learn excellent communication skills. By this, I don't just mean knowing how to talk to someone. I mean the entire spectrum of communication skills. Every customer is looking for a quick, efficient, and pleasant call. Agents need to master the art of communication styles, engaging listening skills and asking quality questions to get to the root of the problem. According to Paul J. Meyer, "Communication — the human connection — is the key to personal and career success." So, while hitting your goals, you're also becoming a pro at communication in every sense. 3. You get great compensation and benefits. For a job that gives you the option of working from home and doesn't require a formal degree, call center reps can earn a lot in exchange for the impact they have. How would you feel about generous paid time off, paid holidays, and monthly incentives and bonuses? Between starting salaries of $30K, major perks and promotions, the journey is only upwards for agents. Call centers are known for quick promotions, whether or not you've been around for a while. Your work speaks for you. So if you're good at what you do, chances are you'll be promoted before you know it. Cons of Call Center Jobs. 1. There may be unpredictable hours and stress. Since most companies have global audiences, being in different time zones can sometimes mean you have to be prepared to work nights or weekends. That means working with different customers from around the globe. This means long hours and never-ending customer service. But through these experiences, you develop major problem-solving skills and learn how to work independently despite the stress. After a point, you'll be able to provide exceptional customer service, even when you feel the need to recharge. This, ultimately, will prep you for future challenges and leadership positions. 2. Your team may experience high turnover. One of the biggest challenges faced by call centers is increasingly high turnover rates from 30 to 45%. It could be a lack of training or experience or even the many students applying for an entry-level job. You'll be faced with the dynamics of unstable teams, which can lead to difficult change management. However, building trust, growing your teams and keeping the service consistent within a constantly changing environment also trains you for different work environments and, most importantly, an ever-changing world. 3. You may feel stuck in a sedentary position. Considering the work of an agent is primarily phone-based, most call centers require agents to work eight or nine-hour hour shifts, depending on company policy, state law and location. Before you know it, you'll be sitting for long periods of time, swiveling around in your chair as you talk to multiple customers throughout the day. Sitting all day can lead to higher chances of illness, body aches and pains and long-term diseases. Don't forget to check your posture, drink water and take short breaks. A good way to get around this is to invest in a standing desk and a pair of headsets, so you can walk around, keep changing positions, get your exercise in and, still, solve for the customer. As with any job, call centers have their ups and downs. However, prepping with the necessary skills, understanding the responsibilities of the role, and viewing your role as an essential part of the customer experience will ensure you enjoy your role to its fullest. To learn more, check out this post on customer support resources to help you be successful in your job. This article was originally published by HubSpot. Reprinted with permission. Previous Article26 Companies Hiring Like Crazy in May. Next ArticleTop Sports Companies to Work For. Tags:Call CenterCustomer ServiceJob DescriptionJobsBlog HomeCareer AdviceWorking in a Call Center: Here's What You Need to KnowShare this post on TwitterShare this post on TwitterShare this post on FacebookShare this post on FacebookShare this post on LinkedInShare this post on LinkedInShare this post through emailShare this post through email
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 107
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 92
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 65
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 64
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 49
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => customer service
                                            [tf] => 43
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 33
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => job
                                            [tf] => 32
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => work
                                            [tf] => 24
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => rep
                                            [tf] => 19
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => post
                                            [tf] => 18
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => skill
                                            [tf] => 17
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => location
                                            [tf] => 16
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => center agent
                                            [tf] => 14
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => experience
                                            [tf] => 14
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => team
                                            [tf] => 14
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => company
                                            [tf] => 14
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => salary
                                            [tf] => 14
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => job salary interview
                                            [tf] => 13
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => salary interview location
                                            [tf] => 13
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => job salary
                                            [tf] => 13
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => salary interview
                                            [tf] => 13
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => interview location
                                            [tf] => 13
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => issue
                                            [tf] => 13
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => interview
                                            [tf] => 13
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => call center agent
                                            [tf] => 12
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => day
                                            [tf] => 12
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => time
                                            [tf] => 12
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => phone
                                            [tf] => 12
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => youre
                                            [tf] => 11
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => support
                                            [tf] => 10
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => business
                                            [tf] => 10
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => problem
                                            [tf] => 10
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => customer experience
                                            [tf] => 9
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => working
                                            [tf] => 9
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => communication
                                            [tf] => 9
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => provide
                                            [tf] => 9
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => center job
                                            [tf] => 8
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => role
                                            [tf] => 8
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => responsibility
                                            [tf] => 7
                                        )

                                    [40] => stdClass Object
                                        (
                                            [term] => customer service team
                                            [tf] => 6
                                        )

                                    [41] => stdClass Object
                                        (
                                            [term] => job call center
                                            [tf] => 6
                                        )

                                    [42] => stdClass Object
                                        (
                                            [term] => call center job
                                            [tf] => 6
                                        )

                                    [43] => stdClass Object
                                        (
                                            [term] => center work
                                            [tf] => 6
                                        )

                                    [44] => stdClass Object
                                        (
                                            [term] => customer support
                                            [tf] => 6
                                        )

                                    [45] => stdClass Object
                                        (
                                            [term] => service team
                                            [tf] => 6
                                        )

                                    [46] => stdClass Object
                                        (
                                            [term] => job call
                                            [tf] => 6
                                        )

                                    [47] => stdClass Object
                                        (
                                            [term] => remote
                                            [tf] => 6
                                        )

                                    [48] => stdClass Object
                                        (
                                            [term] => call center work
                                            [tf] => 5
                                        )

                                    [49] => stdClass Object
                                        (
                                            [term] => working call center
                                            [tf] => 4
                                        )

                                    [50] => stdClass Object
                                        (
                                            [term] => post twittershare post
                                            [tf] => 4
                                        )

                                    [51] => stdClass Object
                                        (
                                            [term] => post facebookshare post
                                            [tf] => 4
                                        )

                                    [52] => stdClass Object
                                        (
                                            [term] => post linkedinshare post
                                            [tf] => 4
                                        )

                                    [53] => stdClass Object
                                        (
                                            [term] => customer service agent
                                            [tf] => 4
                                        )

                                    [54] => stdClass Object
                                        (
                                            [term] => interview location call
                                            [tf] => 4
                                        )

                                    [55] => stdClass Object
                                        (
                                            [term] => location call center
                                            [tf] => 4
                                        )

                                    [56] => stdClass Object
                                        (
                                            [term] => agent work
                                            [tf] => 4
                                        )

                                    [57] => stdClass Object
                                        (
                                            [term] => working call
                                            [tf] => 4
                                        )

                                    [58] => stdClass Object
                                        (
                                            [term] => post twittershare
                                            [tf] => 4
                                        )

                                    [59] => stdClass Object
                                        (
                                            [term] => twittershare post
                                            [tf] => 4
                                        )

                                    [60] => stdClass Object
                                        (
                                            [term] => post facebookshare
                                            [tf] => 4
                                        )

                                    [61] => stdClass Object
                                        (
                                            [term] => facebookshare post
                                            [tf] => 4
                                        )

                                    [62] => stdClass Object
                                        (
                                            [term] => post linkedinshare
                                            [tf] => 4
                                        )

                                    [63] => stdClass Object
                                        (
                                            [term] => linkedinshare post
                                            [tf] => 4
                                        )

                                    [64] => stdClass Object
                                        (
                                            [term] => representative job
                                            [tf] => 4
                                        )

                                    [65] => stdClass Object
                                        (
                                            [term] => customer problem
                                            [tf] => 4
                                        )

                                    [66] => stdClass Object
                                        (
                                            [term] => follow
                                            [tf] => 4
                                        )

                                    [67] => stdClass Object
                                        (
                                            [term] => service agent
                                            [tf] => 4
                                        )

                                    [68] => stdClass Object
                                        (
                                            [term] => communication skill
                                            [tf] => 4
                                        )

                                    [69] => stdClass Object
                                        (
                                            [term] => location call
                                            [tf] => 4
                                        )

                                    [70] => stdClass Object
                                        (
                                            [term] => customer service representative
                                            [tf] => 3
                                        )

                                    [71] => stdClass Object
                                        (
                                            [term] => service representative job
                                            [tf] => 3
                                        )

                                    [72] => stdClass Object
                                        (
                                            [term] => work call center
                                            [tf] => 3
                                        )

                                    [73] => stdClass Object
                                        (
                                            [term] => customer service rep
                                            [tf] => 3
                                        )

                                    [74] => stdClass Object
                                        (
                                            [term] => remote call center
                                            [tf] => 3
                                        )

                                    [75] => stdClass Object
                                        (
                                            [term] => call center customer
                                            [tf] => 3
                                        )

                                    [76] => stdClass Object
                                        (
                                            [term] => center customer service
                                            [tf] => 3
                                        )

                                    [77] => stdClass Object
                                        (
                                            [term] => interview location customer
                                            [tf] => 3
                                        )

                                    [78] => stdClass Object
                                        (
                                            [term] => location customer service
                                            [tf] => 3
                                        )

                                    [79] => stdClass Object
                                        (
                                            [term] => service representative
                                            [tf] => 3
                                        )

                                    [80] => stdClass Object
                                        (
                                            [term] => work call
                                            [tf] => 3
                                        )

                                    [81] => stdClass Object
                                        (
                                            [term] => support service
                                            [tf] => 3
                                        )

                                    [82] => stdClass Object
                                        (
                                            [term] => phone call
                                            [tf] => 3
                                        )

                                    [83] => stdClass Object
                                        (
                                            [term] => call call
                                            [tf] => 3
                                        )

                                    [84] => stdClass Object
                                        (
                                            [term] => issue call
                                            [tf] => 3
                                        )

                                    [85] => stdClass Object
                                        (
                                            [term] => call customer
                                            [tf] => 3
                                        )

                                    [86] => stdClass Object
                                        (
                                            [term] => call agent
                                            [tf] => 3
                                        )

                                    [87] => stdClass Object
                                        (
                                            [term] => service rep
                                            [tf] => 3
                                        )

                                    [88] => stdClass Object
                                        (
                                            [term] => remote call
                                            [tf] => 3
                                        )

                                    [89] => stdClass Object
                                        (
                                            [term] => location business
                                            [tf] => 3
                                        )

                                    [90] => stdClass Object
                                        (
                                            [term] => hour
                                            [tf] => 3
                                        )

                                    [91] => stdClass Object
                                        (
                                            [term] => center customer
                                            [tf] => 3
                                        )

                                    [92] => stdClass Object
                                        (
                                            [term] => location customer
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 62
                            [rank] => 692
                        )

                    [10] => stdClass Object
                        (
                            [position] => 11
                            [title] => What To Know About Working In A Call Center - RPC Staffing
                            [url] => https://www.rpcstaffing.com/2021/02/26/what-to-know-about-working-in-a-call-center/
                            [destination] => https://www.rpcstaffing.com › Blog
                            [description] => Learn everything you need to know about working in a call center from the recruiting experts at RPC Company
                            [isAmp] => 
                            [date] => Feb 26, 2021
                            [organic_position] => 7
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => What To Know About Working In A Call Center - RPC Company
                            [serp_description] => This is extremely important in customer service call center jobs because you don't want to get angry when an angry customer calls in. It's much ...
                            [hostname] => rpcstaffing.com
                            [canonical] => https://www.rpcstaffing.com/2021/02/26/what-to-know-about-working-in-a-call-center/
                            [h1] => Blog
                            [h2] => Array
                                (
                                    [0] => Latest Jobs
                                    [1] => RPC Staffing: jobboards
                                    [2] => Everything You Need to Know About Working in a Call Center
                                    [3] => What Even is a Call Center?
                                    [4] => Do I Need Experience to Work in a Call Center?
                                    [5] => Is Working in a Call Center Stressful?
                                    [6] => Important Call Center Metrics
                                    [7] => How Do I Find A Job in a Call Center?
                                )

                            [h3] => Array
                                (
                                    [0] => Call RPC:
                                    [1] => Related
                                    [2] => Leave a Reply Cancel reply
                                    [3] => Related
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => Latest Jobs
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => RPC Staffing: jobboards
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => Everything You Need to Know About Working in a Call Center
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => What Even is a Call Center?
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => Do I Need Experience to Work in a Call Center?
                                        )

                                    [5] => stdClass Object
                                        (
                                            [text] => Is Working in a Call Center Stressful?
                                        )

                                    [6] => stdClass Object
                                        (
                                            [text] => Important Call Center Metrics
                                        )

                                    [7] => stdClass Object
                                        (
                                            [text] => How Do I Find A Job in a Call Center?
                                        )

                                )

                            [published_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 26o February 2021
                                    [dateISO] => 2021-02-26T13:35:40+00:00
                                )

                            [modified_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 2o March 2021
                                    [dateISO] => 2021-03-02T14:08:00+00:00
                                )

                            [type] => article
                            [wordCount] => 2240
                            [imgCount] => 7
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 82
                                    [outboundSize] => 11
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.clearlyrated.com/staffing/tx-usa/dallas-tx/rpc-company-%E2%80%93-resource-personnel-consultants-dallas-tx
                                                    [hrefDomain] => clearlyrated.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.clearlyrated.com/staffing/tx-usa/dallas-tx/rpc-company-dallas-tx
                                                    [hrefDomain] => clearlyrated.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.clearlyrated.com/staffing/tx-usa/dallas-tx/rpc-company-%E2%80%93-resource-personnel-consultants-dallas-tx
                                                    [hrefDomain] => clearlyrated.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [text] => Client Login
                                                    [href] => https://rpc.aviontego.com/portals/main.aspx?App=3&CompanyId=rpc
                                                    [hrefDomain] => aviontego.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [4] => stdClass Object
                                                (
                                                    [text] => Employee Login
                                                    [href] => http://www.paychexonline.com/
                                                    [hrefDomain] => paychexonline.com
                                                    [rel] => noopener
                                                    [isOutbound] => 1
                                                )

                                            [5] => stdClass Object
                                                (
                                                    [text] => Like us on Facebook
                                                    [href] => https://www.facebook.com/rpccompanytexas/
                                                    [hrefDomain] => facebook.com
                                                    [isOutbound] => 1
                                                )

                                            [6] => stdClass Object
                                                (
                                                    [text] => Follow us on Twitter
                                                    [href] => http://twitter.com/RPCCompany
                                                    [hrefDomain] => twitter.com
                                                    [isOutbound] => 1
                                                )

                                            [7] => stdClass Object
                                                (
                                                    [text] => Connect with us on LinkedIn
                                                    [href] => https://www.linkedin.com/company/rpc-company
                                                    [hrefDomain] => linkedin.com
                                                    [isOutbound] => 1
                                                )

                                            [8] => stdClass Object
                                                (
                                                    [text] => Follow us on Google+
                                                    [href] => https://plus.google.com/114591515271986636791
                                                    [hrefDomain] => google.com
                                                    [isOutbound] => 1
                                                )

                                            [9] => stdClass Object
                                                (
                                                    [text] => Watch us on YouTube
                                                    [href] => https://www.youtube.com/channel/UCPFyNo2SoAjsIQu6LJVk9-A
                                                    [hrefDomain] => youtube.com
                                                    [isOutbound] => 1
                                                )

                                            [10] => stdClass Object
                                                (
                                                    [text] => Check us out on Instagram
                                                    [href] => https://www.instagram.com/rpccompany_staffing/
                                                    [hrefDomain] => instagram.com
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] =>  Latest Jobs. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] =>  RPC Staffing: jobboards. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Call RPC:. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Everything You Need to Know About Working in a Call Center  . 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What Even is a Call Center? . 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Do I Need Experience to Work in a Call Center?  . 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [5] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Is Working in a Call Center Stressful? . 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [6] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Important Call Center Metrics  . 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [7] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => How Do I Find A Job in a Call Center? . 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Related. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Leave a Reply Cancel reply. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                    [0] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => Categories. 
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [1] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => Testimonials. 
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Related. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://www.rpcstaffing.com/wp-content/uploads/2017/10/RPC_CTA_Apply-300x72.png
                                )

                            [schema_type] => Array
                                (
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => Blog Tools you need to succeed. Get a better job, better employees or a better way to work. What To Know About Working In A Call Center Posted February 26th, 2021 Everything You Need to Know About Working in a Call Center  . Working in a call center can be exciting and rewarding. Call center jobs are great for recent graduates, people who want to move out of front-line retail or service work and jobs in call centers provide many career paths. People often use call center jobs as a springboard to move into management and operations with the call center’s parent company, or they use it as a transition into sales, management or marketing careers.   But if you’ve never worked at a customer experience center or call center, you might not know what to expect. Here is everything you need to know about working in a call center.   What Even is a Call Center? . A call center is an office or team (a physical office isn’t always required anymore) that fields incoming and outgoing customer support and customer service calls. Call center employees manage these calls, resolve issues, keep track of open cases, place orders and may even provide follow-up once an issue is resolved.   Customer call centers can either be proactive centers or reactive centers. Proactive call centers and customer service teams make outgoing calls to check in on customers and provide them with service offers. Reactive call centers and service teams field incoming calls from people looking to make a transaction or to receive customer service help. Call centers can be owned by a single business, or they may be independently owned and contracted out with several businesses.   Call centers provide other forms of support, as well. Customer service agents may also respond to customer needs through email, text, chat, or social media. Despite the rise in these alternative communication channels, Microsoft data indicates that 44% of Americans still prefer phone service over any other channel. People often feel the only way to get an issue resolved quickly and to their satisfaction is to speak directly with a call center representative and, thus, the need for phone agents has remained steady for many years.   Do I Need Experience to Work in a Call Center?  . Call centers typically require experience for supervisory, team lead or specialized roles, but you don’t necessarily need specific customer service experience to work in a call center. There are many jobs in which you may have developed transferable skills. People enter customer service from a variety of previous jobs including retail and restaurant service, for example.   What’s typically most important for hiring managers looking for people to work in call centers are transferable skills. The skills that hiring managers tend to look for include:  Emotional intelligence: Emotional intelligence is the ability to read the temperature of a conversation and manage your own emotional response. This is extremely important in customer service call center jobs because you don’t want to get angry when an angry customer calls in. It’s much more important to remain calm and de-escalate the situation.  Technical skills: You don’t need to have experience with the software a particular call center uses, but you should be tech–savvy and have the ability to pick up new apps and software quickly. If, for example, you worked in a restaurant or in retail service, highlight your skills with point-of-sale software on your resume.   Problem-solving: No two customer service calls are the same. On a regular basis, you will be faced with problems you’ve never heard of before. Employers want people who can stick within the parameters of their job but can work independently enough to solve problems quickly. List problem-solving on your skills in your resume and prepare anecdotes for interviews that showcase times you were required to make decisions quickly or find creative solutions to challenges.   Communication: Customer call center work is all about communication. You need strong written and strong verbal communication, and most importantly, you need to demonstrate active listening skills. You can provide examples on your resume of how you have adapted your communication style to a specific audience, and you can demonstrate your verbal communication skills in real–time during your interview.   Sales: Many customer call center jobs require a bit of upselling and cross-selling when placing orders. If you think you haven’t sold before, look back at your work history. If you ever worked in retail, you’ve cross-sold complimentary items or signed people up for store credit cards or rewards programs. If you’ve worked in restaurants, you’ve sold people on beverages, appetizers and upsold them on dessert.   Before applying to a call center job, really think about your transferable skills and highlight them on your resume and during your interview.   Is Working in a Call Center Stressful? . Every job has its ups and downs, and like most jobs, working in a call center can be stressful at times. There are many sources of stress for customer experience center agents, including:  Dealing with angry customers who direct their frustrations about the company or product on the customer service representative.   Days where call volume is exceptionally high and customer service agents feel like they cannot get a minute to breathe in between calls.   Performance ratings are often based on rigorous metrics, and just one overly-lengthy, complex or unproductive call can throw off a rep’s numbers for the day.   However, successful customer call center employees know how to manage those stressors effectively to prevent burnout. Some effective stress management tactics include:   Social interaction with coworkers: Instead of heading to your car at lunch or hiding in a corner during break time, engage with your coworkers. Use this time to laugh about funny interactions or talk about things completely unrelated to work. Healthy relationships with colleagues can help you enjoy your job more, even on challenging days.   Laugh: There is a reason they say laughter is the best medicine. Laughing releases endorphins (your brain’s happy hormone), stimulates the lungs, heart and stomach muscles; and helps you naturally cope with stress. Try to find time during the day to laugh with coworkers or even seek out funny memes or videos during your break times to help yourself release stress.  Breathe:  There are health benefits that come with breathing exercises. Engage in periods of deep breathing in between calls to help your mind calm down and reset.   Stand up: They say sitting is the new smoking. Being sedentary all day is bad for your physical and mental health. There’s nothing wrong with taking some calls while standing up during the day. People may look at you strangely at first, but it will do your body good. And during breaks, don’t sit at your desk. Get up and move around, even if it’s just a lap or two around the call center floor.  Exercise: Find a coworker or two (or more) to take walks with during lunch. If there’s not enough time, make sure to carve out time to exercise at home, even if it’s just for 20 minutes a day. Exercise helps your body regulate its functions and provides natural stress relief.   Separate personal feelings: Always remember that no matter what a customer says to you, they aren’t angry at you personally. They are having a hard time and need someone to vent to. It can be difficult not to take it personally, but most customer call center agents find that if they just listen to callers and let them get it all out, the calls often turn around.  Know your stuff: If you’re unprepared for a customer question or issue, it will add to your stress. Make sure you know the ins and outs of your products and services as well as company policies. The more prepared you are, the less stress you will feel.   No two people relieve stress in the same ways, to experiment with some tactics and figure out which options work best for helping manage stressful call center workdays.  Important Call Center Metrics  . Different call centers use different metrics and key performance indicators (KPIs) to measure customer service rep success. Those call center metrics can depend on whether you make outbound calls or accept inbound calls, whether your job is to sell or to resolve issues, etc. However, some of the most common call center metrics and KPIs you’ll come across in your career include:   Service level: This call center metric is the percentage of calls answered within a specific time frame (typically a matter of seconds).   Average speed of answer: This calculates the average time it takes for calls to be answered within a specific time frame.   Average handle time: This is the amount of time it takes for a call center agent to pick up the phone to the time it takes to disconnect the call. Too long, your boss could think you’re struggling to resolve issues. Too short, your boss could think you’re not offering real assistance.  Average call work time: This call center metric measures the time it takes you to do your logging and associated follow-up work after a call. You need to be thorough in your work, but you also cannot be seen as wasting time between calls.   Call occupancy rate: Conversely, this metric measures how much time you spend handling customer calls.   First call resolution: This measures your ability to handle a caller’s issue in one single phone call without escalating the issue, transferring the call or having to call the customer back.  Customer satisfaction: “Have I handled all of your questions effectively today?” “Would you be willing to take a short survey after this call to tell us how we did?” These questions help agents collect data on customer satisfaction.   It’s easy to get hung up on call center metrics as a customer experience rep, but the most important thing to do is focus on handling each caller, meeting their needs, and completing follow-up work efficiently. If you stay focused on the customer, the metrics tend to follow.  How Do I Find A Job in a Call Center? . Customer call centers are always in need of great employees because customer demands never stop. However, it can be challenging to find a job in a call center because it’s difficult to know whether a call center job will be right for you.   That’s why working with a recruiter can help. When you partner with a recruiter to find call center jobs, you have someone on your side who wants to find you the right opportunities. For some people, that means working temporary jobs in a variety of call centers. Others may want a full-time job. Some people may thrive in an outbound call center, while others prefer helping callers through their issues.  If you are looking for call center jobs in Dallas, Texas; Fort Worth, Texas; or Springfield, Missouri, talk to RPC Company today.  Since 2002, RPC has been helping great people find top call center jobs in these regions. Browse our open jobs or contact RPC Company today and let us help you find your ideal role.     Related. Leave a Reply Cancel reply. Hire and Search Better Blog Categories. Client Job Seekers News Search Jobs Request an Employee Refer a Friend Contact Us Testimonials. I have been working with RPC in our various locations in Oklahoma and Texas. They …Read More » Related.
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 78
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 58
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 54
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 34
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => job
                                            [tf] => 33
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 21
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => time
                                            [tf] => 21
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => work
                                            [tf] => 19
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => person
                                            [tf] => 14
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => center job
                                            [tf] => 12
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => customer service
                                            [tf] => 12
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => issue
                                            [tf] => 11
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => find
                                            [tf] => 11
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => call center job
                                            [tf] => 10
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => working
                                            [tf] => 10
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => metric
                                            [tf] => 10
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => skill
                                            [tf] => 9
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => customer call
                                            [tf] => 8
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => stress
                                            [tf] => 8
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => call center metric
                                            [tf] => 7
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => center metric
                                            [tf] => 7
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => company
                                            [tf] => 7
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => communication
                                            [tf] => 7
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => experience
                                            [tf] => 7
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 7
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => day
                                            [tf] => 7
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => working call center
                                            [tf] => 6
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => customer call center
                                            [tf] => 6
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => working call
                                            [tf] => 6
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => work call
                                            [tf] => 5
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => caller
                                            [tf] => 5
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => employee
                                            [tf] => 5
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => provide
                                            [tf] => 5
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => important
                                            [tf] => 5
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => thi
                                            [tf] => 5
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => center call center
                                            [tf] => 4
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => customer service call
                                            [tf] => 4
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => job call
                                            [tf] => 4
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => center call
                                            [tf] => 4
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => service call
                                            [tf] => 4
                                        )

                                    [40] => stdClass Object
                                        (
                                            [term] => call call
                                            [tf] => 4
                                        )

                                    [41] => stdClass Object
                                        (
                                            [term] => time take
                                            [tf] => 4
                                        )

                                    [42] => stdClass Object
                                        (
                                            [term] => problem
                                            [tf] => 4
                                        )

                                    [43] => stdClass Object
                                        (
                                            [term] => coworker
                                            [tf] => 4
                                        )

                                    [44] => stdClass Object
                                        (
                                            [term] => measure
                                            [tf] => 4
                                        )

                                    [45] => stdClass Object
                                        (
                                            [term] => average
                                            [tf] => 4
                                        )

                                    [46] => stdClass Object
                                        (
                                            [term] => take
                                            [tf] => 4
                                        )

                                    [47] => stdClass Object
                                        (
                                            [term] => rpc
                                            [tf] => 4
                                        )

                                    [48] => stdClass Object
                                        (
                                            [term] => job call center
                                            [tf] => 3
                                        )

                                    [49] => stdClass Object
                                        (
                                            [term] => call center call
                                            [tf] => 3
                                        )

                                    [50] => stdClass Object
                                        (
                                            [term] => work call center
                                            [tf] => 3
                                        )

                                    [51] => stdClass Object
                                        (
                                            [term] => restaurant
                                            [tf] => 3
                                        )

                                    [52] => stdClass Object
                                        (
                                            [term] => customer experience
                                            [tf] => 3
                                        )

                                    [53] => stdClass Object
                                        (
                                            [term] => resolve issue
                                            [tf] => 3
                                        )

                                    [54] => stdClass Object
                                        (
                                            [term] => follow
                                            [tf] => 3
                                        )

                                    [55] => stdClass Object
                                        (
                                            [term] => transferable skill
                                            [tf] => 3
                                        )

                                    [56] => stdClass Object
                                        (
                                            [term] => center agent
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 17
                            [rank] => 90469329
                        )

                    [11] => stdClass Object
                        (
                            [position] => 12
                            [title] => What Agents Won't Tell You About Working in a Call Center
                            [url] => https://sharpencx.com/blog/working-in-a-call-center/
                            [destination] => https://sharpencx.com › Blog
                            [description] => Find out what your team struggles with and how you can help. Here are three things we found that agents aren’t telling you about working in a call center
                            [isAmp] => 
                            [date] => Feb 4, 2021
                            [organic_position] => 8
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => What Agents Won't Tell You About Working in a Call Center
                            [serp_description] => Implement better customer training. Work together with other departments in your company, like your marketing team, to create training manuals ...
                            [hostname] => sharpencx.com
                            [canonical] => https://sharpencx.com/blog/working-in-a-call-center/
                            [h1] => What Agents Aren’t Telling You About Working in a Call Center
                            [h2] => Array
                                (
                                    [0] => Here are three things agents aren’t telling you about working in a call center
                                    [1] => See 9 ways a better agent experience drives your customer experience and recurring revenue
                                    [2] => Calculate your ROI to see what you could be saving with Sharpen
                                )

                            [h3] => Array
                                (
                                    [0] => 1. They get blamed for user error
                                    [1] => 2. Micromanaging isn’t the kind of management they need
                                    [2] => 3. Poor interdepartmental communication creates blockers for agents working in a call center
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => Here are three things agents aren’t telling you about working in a call center
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => See 9 ways a better agent experience drives your customer experience and recurring revenue
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => Calculate your ROI to see what you could be saving with Sharpen
                                        )

                                )

                            [published_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 4o February 2021
                                    [dateISO] => 2021-02-04T10:59:42+00:00
                                )

                            [modified_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 30o September 2021
                                    [dateISO] => 2021-09-30T18:51:51+00:00
                                )

                            [type] => article
                            [wordCount] => 1672
                            [imgCount] => 5
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 28
                                    [outboundSize] => 3
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => here
                                                    [href] => https://www.reddit.com/r/talesfromcallcenters/
                                                    [hrefDomain] => reddit.com
                                                    [rel] => noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => microwaved her nail polish
                                                    [href] => https://www.reddit.com/r/talesfromcallcenters/comments/9h436f/a_colorful_explosion/
                                                    [hrefDomain] => reddit.com
                                                    [rel] => noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [text] => culture of fear and negativity
                                                    [href] => https://www.reddit.com/r/callcentres/comments/9ika9d/why_are_call_centers_notorious_for_being_awful/
                                                    [hrefDomain] => reddit.com
                                                    [rel] => noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Here are three things agents aren’t telling you about working in a call center.
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 1. They get blamed for user error.
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                    [0] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => That time a microwave turned pink.
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [1] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => What you can do about it:. 
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 2. Micromanaging isn’t the kind of management they need.
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                    [0] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => The daily drive by.
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [1] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => What you can do about it:. 
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 3. Poor interdepartmental communication creates blockers for agents working in a call center.
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                    [0] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => A pale of empty promises.
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [1] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => What you can do about it:. 
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                )

                                                        )

                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => See 9 ways a better agent experience drives your customer experience and recurring revenue . 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 4
                                                            [name] => Boost Your Flexible Workforce in these Five Steps: Preparing your Contact Center for the Gig Economy. 
                                                            [tag] => h4
                                                            [children] => Array
                                                                (
                                                                    [0] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => Is Your Virtual Call Center Working? Measure the Right Metrics to Keep your Virtual Call Center Productive. 
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                )

                                                        )

                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Calculate your ROI to see what you could be saving with Sharpen.
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://sharpencx.com/wp-content/uploads/2018/10/What-your-agents-arent-telling-you-about-working-in-a-call-center.png
                                )

                            [schema_type] => Array
                                (
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => What Agents Aren’t Telling You About Working in a Call Center by: Veronica Krieg The average American feels bored for five years of life. And, what’s rated as the number one most boring task that sucks up years of your time?  Skip the cliches about waiting for water to boil and watching paint dry. While stuck in my house, I’ve cooked often and repainted nearly every room in my abode. So, I can attest that yeah, waiting for water to ferociously bubble when all you want is to scarf down some pasta, is painful. But, according to most, it’s not nearly as painful as waiting on hold for customer service.  This preconceived notion about customer service means people aren’t all that eager to speak to the helpful agent working in a call center. And because most of us have experienced a dreadful service interaction at some point, there’s now a stereotype that customer service is terrible more often than not. That kind of negativity makes us anticipate a poor experience, dooming the conversation before it even starts. [Download Now] The 9 ways your business thrives when you improve your agent experience That means when customers reach out, already frustrated with a problem and awaiting a bad time, your agents take the heat.  I wanted to see what goes on behind the scenes and how all this pressure (and customer frustration) impacts your agents. You can’t improve your agent’s experience without understanding it, first.  So, I culled through review sites and call center forums to get a glimpse at untold agent stories. I’m sharing with you, so you can learn what your team struggles with, and how you can help. Here are three things agents aren’t telling you about working in a call center. Interested to see some of these stories first hand? You can find them here. 1. They get blamed for user error. Agents have to problem-solve for user error, and it negatively impacts their agent experience and often, their performance metrics.  Sometimes the user error was simply because of poor training, and a quick conversation with a knowledgeable agent brought the clarity the customer needed. But other times, customers misused a product or were completely careless, and they still expected agents to solve their problem. And if the agent couldn’t solve the customer’s problem? They were blamed for the customer’s carelessness. Ouch. That time a microwave turned pink. One woman microwaved her nail polish, and it exploded, ruining her microwave. She called customer service and asked them to replace her microwave because it was still under warranty. When the agent told her that her warranty didn’t cover incidents surrounding misuse of the product, she was, to say the least, mad. And she wasn’t just mad at the situation, but at the agent, nonetheless. What you can do about it:. Implement better customer training. Work together with other departments in your company, like your marketing team, to create training manuals and helpful guides for customers. Create clear and concise upfront contracts with customers, so they always know what’s expected before calling customer support.  And, dedicate a team (or a few agents) to check in on new customers to see how satisfied they are with their recent purchase. Set a checklist for what employees should cover on the check-in call (like product or service training, existing warranties, and what your call center team is there to help with). Take some burdens off your agents, and be a leader who drives the whole company to solve customer problems. 2. Micromanaging isn’t the kind of management they need. We’ve talked a lot about the need for frequent coaching in your contact center. But, frequent coaching doesn’t mean you need to micromanage your employees. Looking at agent stories, there are so many agents who complain that every move they make is monitored and every call that goes a tad beyond average handle time is scrutinized. Not only do your agents feel like they’re measured on unattainable metrics, but they feel like every KPI is constantly a point of contention, too.  Help your agents identify their weak spots, so they can improve, but don’t create a culture of fear and negativity. Agents want the freedom to do their jobs and help customers the right way, and sometimes that means missing a metric or two. And remember, just because an agent wants a bit more freedom to get the job done doesn’t mean they never need your help. A ghost of a supervisor or manager is just as harmful to your customer and agent experience as the micromanager.  [Read Next] The 3 management techniques to live by in your call center (and the 2 to ditch) The daily drive by. An agent has been working in a call center for eight months, and his manager pops up every time one of his calls extends past the 15-minute mark. His manager scolds him for being on the phone too long, then when he promptly hangs up to please his manager, he’s scolded again for not solving the customer’s case during the first interaction.  Meanwhile, when the agent takes a call and begins to work through a scenario he’s unfamiliar with, he can’t find his manager anywhere. The agent has questions, but he doesn’t have resources or a leader to help him answer those questions. So, his metrics are once again squashed. This isn’t the time to dish out repercussions for lengthy calls. Instead, managers should look at why the call took so long. Is there an empowerment issue for the agent? Or, are there gaps in the agent’s training that need to be addressed? Has the customer called in five times prior and begs the agent to find a lasting solution? What you can do about it:. Coach your agents frequently, but without hovering. In-line training lets you coach often without stealing your agents’ autonomy. You can send them quick feedback and words of encouragement after interactions, so you can keep tabs on what’s happening, while not being too overbearing.  Don’t buzz around the office like a fly your agents wish they could swat. Emphasize the positive interactions your agents have, too, rather than just harping on the negative ones. Schedule time to discuss metrics when needed, but don’t hound agents about numbers every single day.  Remind your team of overarching goals, and encourage them to keep improving. Surface performance metrics to your agents daily, so they can keep tabs on their own metrics and understand how the work they do each day impacts your customer goals. And be available and approachable when your agents need help, so they have the resources to always do better. 3. Poor interdepartmental communication creates blockers for agents working in a call center. When departments aren’t aligned on company goals, customer communications, or promotional efforts, agents have to deal with the repercussions. Sometimes this means customers get information your service team doesn’t know about. So, when a customer reaches out with a question, your agents don’t know how to answer it.  Other times it means customers reach out about certain promotions, new features and benefits, or a pricing change and they get incorrect information because the right stakeholders weren’t involved internally. Then, your agents then to fix a problem that shouldn’t have happened in the first place. [Learn More] Simplify agent development in your call center A pale of empty promises. Let’s say, for instance, a member of your sales team doesn’t know about a promotion the marketing team launched. So then, a sales member accidentally misleads a customer. This misinformation causes problems for your customer service team.  False promises or wrong coupon codes leave the sales team member with an upset customer. But because they’ve already closed the deal, solving the problem now falls to your agents. Then, your agents have to deal with the frustrations and come up with a solution that benefits both your customer and the company. That’s a lot of pressure. What you can do about it:. Encourage your team and team leaders to communicate frequently with other departments, and lead by example. Communication doesn’t always have to be formal. You can send a few emails, start a quick chat on Slack or Teams, and when we’re back in the office, chat in the break room to build more relationships.  Hold meetings with company stakeholders, or send informative company-wide communications when you have news to share. Keep other leaders informed about what’s happening in your contact center, and encourage them to follow pace with their department’s communications, too. The more you can keep the lines of communication open, the better your company can work together to solve customer problems. Understandably, with a negative perception of customer service, customer interactions can come with frustrations for your agents. But, listening to your agents and coaching the right way can help your agents improve their performance and handle every customer interaction with poise. There are dozens of untold stories about your agents’ daily experience – tune in to what’s really happening, so you can change their stories for the better. See 9 ways a better agent experience drives your customer experience and recurring revenue . Get the Guide We originally published this post on October 3, 2018, and we refreshed it for new insight on February 4, 2021. Boost Your Flexible Workforce in these Five Steps: Preparing your Contact Center for the Gig Economy. Contact Center | 8m read Is Your Virtual Call Center Working? Measure the Right Metrics to Keep your Virtual Call Center Productive. Agent Experience | 9m read Calculate your ROI to see what you could be saving with Sharpen. See My ROI Consultants Partners News Careers Login Agent Experience Customer Experience High Touch Contact Sales
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 54
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 38
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 18
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 16
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => team
                                            [tf] => 13
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 12
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => experience
                                            [tf] => 12
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => problem
                                            [tf] => 11
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => time
                                            [tf] => 11
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 9
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => metric
                                            [tf] => 8
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => agent experience
                                            [tf] => 7
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => training
                                            [tf] => 7
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => communication
                                            [tf] => 7
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => company
                                            [tf] => 7
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => customer service
                                            [tf] => 6
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => story
                                            [tf] => 6
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => working
                                            [tf] => 6
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => interaction
                                            [tf] => 6
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => manager
                                            [tf] => 6
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => working call center
                                            [tf] => 5
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => working call
                                            [tf] => 5
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => department
                                            [tf] => 5
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => mean
                                            [tf] => 5
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => solve
                                            [tf] => 5
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => contact
                                            [tf] => 5
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => solve customer
                                            [tf] => 4
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => contact center
                                            [tf] => 4
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => improve
                                            [tf] => 4
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => work
                                            [tf] => 4
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => create
                                            [tf] => 4
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => leader
                                            [tf] => 4
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => sale
                                            [tf] => 4
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => agent working call
                                            [tf] => 3
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => agent working
                                            [tf] => 3
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => mean customer
                                            [tf] => 3
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => customer reach
                                            [tf] => 3
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => user error
                                            [tf] => 3
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => goal
                                            [tf] => 3
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => encourage
                                            [tf] => 3
                                        )

                                    [40] => stdClass Object
                                        (
                                            [term] => deal
                                            [tf] => 3
                                        )

                                    [41] => stdClass Object
                                        (
                                            [term] => member
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 43
                            [rank] => 1025690
                        )

                    [12] => stdClass Object
                        (
                            [position] => 13
                            [title] => What is it like to work in a call center? - Quora
                            [url] => https://www.quora.com/What-is-it-like-to-work-in-a-call-center
                            [destination] => https://www.quora.com › What-is-it-like-to-work-in-a-c...
                            [isAmp] => 
                            [date] => Oct 20, 2014
                            [organic_position] => 9
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => What is it like to work in a call center? - Quora
                            [serp_description] => Actually, it was two call centers, for the same company, and I worked in three different ... Working in a Call Center: What You Need to Know Before Starting.
                            [hostname] => quora.com
                            [canonical] => https://www.quora.com/What-is-it-like-to-work-in-a-call-center
                            [h1] => 
                            [h2] => Array
                                (
                                )

                            [h3] => Array
                                (
                                )

                            [h2WithAnchors] => Array
                                (
                                )

                            [type] => article
                            [wordCount] => 20
                            [imgCount] => 0
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 0
                                    [outboundSize] => 0
                                    [list] => Array
                                        (
                                        )

                                )

                            [toc] => Array
                                (
                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://qph.fs.quoracdn.net/main-custom-t-7109-600x315-gjntgiwouzlimaiyaqwxkrhbbqhpzthv.jpeg
                                    [twitterImage] => https://qph.fs.quoracdn.net/main-custom-t-7109-600x315-gjntgiwouzlimaiyaqwxkrhbbqhpzthv.jpeg
                                )

                            [schema_type] => Array
                                (
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => Something went wrong. Wait a moment and try again.Try again Please enable Javascript and refresh the page to continue
                            [kwBody] => Array
                                (
                                )

                            [page_rank_decimal] => 70
                            [rank] => 168
                        )

                    [13] => stdClass Object
                        (
                            [position] => 14
                            [title] => What is a Call Center? Here's what you need to know (Updated)
                            [url] => https://www.potential.com/articles/call-center/
                            [destination] => https://www.potential.com › articles › call-center
                            [description] => A call center is a department or business that accepts inbound calls - such as inquiries or support calls and outbound calls - ie. marketing or survey calls
                            [isAmp] => 
                            [date] => Nov 16, 2020
                            [organic_position] => 10
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => What is a Call Center? Here's what you need to know (Updated)
                            [serp_description] => A call center is a department or business that accepts inbound calls - such as inquiries or support calls and outbound calls - ie. marketing ...
                            [hostname] => potential.com
                            [canonical] => https://www.potential.com/articles/call-center/
                            [h1] => What is a Call Center? Here’s what you need to know (Updated) – Potential.com
                            [h2] => Array
                                (
                                    [0] => What is a Call Center and how does it differ from a contact center?
                                    [1] => What are the Call types that take place in a contact center?
                                    [2] => What are the Elements of an inbound call center call?
                                    [3] => What is a Call Center Structure and Team Functions
                                    [4] => Great Customer Service Words & Phrases used in Call Centers
                                    [5] => Tips on how to handle an angry client call
                                    [6] => Outcomes that should guide all Customer Service Engagements
                                )

                            [h3] => Array
                                (
                                    [0] => Inbound and Outbound Call Center Calls:
                                    [1] => The structure of calls in a Call Center
                                    [2] => The Call Center Team
                                    [3] => Call Centers as Customer Service Centers
                                    [4] => Call Centers help in Customer Satisfaction
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => What is a Call Center and how does it differ from a contact center?
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => What are the Call types that take place in a contact center?
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => What are the Elements of an inbound call center call?
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => What is a Call Center Structure and Team Functions
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => Great Customer Service Words & Phrases used in Call Centers
                                        )

                                    [5] => stdClass Object
                                        (
                                            [text] => Tips on how to handle an angry client call
                                        )

                                    [6] => stdClass Object
                                        (
                                            [text] => Outcomes that should guide all Customer Service Engagements
                                        )

                                )

                            [published_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 16o November 2020
                                    [dateISO] => 2020-11-16T16:02:23+00:00
                                )

                            [modified_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 24o May 2021
                                    [dateISO] => 2021-05-24T07:57:33+00:00
                                )

                            [type] => article
                            [wordCount] => 1616
                            [imgCount] => 2
                            [lang] => stdClass Object
                                (
                                    [langLinks] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [lang] => en
                                                    [url] => https://www.potential.com/articles/call-center/
                                                )

                                        )

                                    [size] => 1
                                    [string] => en
                                )

                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 15
                                    [outboundSize] => 6
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => http://twitter.com/share?url=https://www.potential.com/articles/call-center/&text= Check the following Post: What is a Call Center? Here’s what you need to know (Updated) – Potential.com from potential.com
                                                    [hrefDomain] => twitter.com
                                                    [rel] => nofollow
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => http://twitter.com/share?url=https://www.potential.com/articles/call-center/&text= Check the following Post: What is a Call Center? Here’s what you need to know (Updated) – Potential.com from potential.com
                                                    [hrefDomain] => twitter.com
                                                    [isOutbound] => 1
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://api.whatsapp.com/send?phone=&text=check this post https://www.potential.com/articles/call-center/
                                                    [hrefDomain] => whatsapp.com
                                                    [rel] => nofollow
                                                    [isOutbound] => 1
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [text] => Customer calls have risen during the pandemic
                                                    [href] => https://www.wsj.com/articles/calls-to-companies-rise-amid-coronavirus-but-operators-arent-standing-by-11585483200
                                                    [hrefDomain] => wsj.com
                                                    [isOutbound] => 1
                                                )

                                            [4] => stdClass Object
                                                (
                                                    [text] => Cooltechzone.com
                                                    [href] => https://cooltechzone.com/netflix-vpn
                                                    [hrefDomain] => cooltechzone.com
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [5] => stdClass Object
                                                (
                                                    [text] => Harvard Study on customer service
                                                    [href] => https://hbr.org/2018/11/reinventing-customer-service
                                                    [hrefDomain] => hbr.org
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What is a Call Center and how does it differ from a contact center? . 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What are the Call types that take place in a contact center? . 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Inbound and Outbound Call Center Calls:. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What are the Elements of an inbound call center call? . 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => The structure of calls in a Call Center. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [5] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What is a Call Center Structure and Team Functions  . 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => The Call Center Team. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [6] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Great Customer Service Words & Phrases used in Call Centers. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Call Centers as Customer Service Centers. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [7] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [8] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Tips on how to handle an angry client call. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Call Centers help in Customer Satisfaction. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [9] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [10] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Outcomes that should guide all Customer Service Engagements . 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [11] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://www.potential.com/wp-content/uploads/2018/04/call-center.png
                                )

                            [schema_type] => Array
                                (
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => What is a Call Center? Here’s what you need to know (Updated) – Potential.com by Rawzaba Alhalabi Published on November 16, 2020Millions of companies around the world rely on a call center operation to answer customer calls or to sell to customers.After the COVID-19 outbreak reduced our face to face interactions, Call Centers and Contact Centers became even more important. Customer calls have risen during the pandemic.Also, Call Centers provide many job opportunities and will continue to do so in the future.American companies employ roughly 2.9 million customer-service workers, up 30% from a decade earlier.according to the U.S. Bureau of Labor Statistics.In this practical article, you can learn about what is a Call Center, what are the main components in a Call Center, and also pick up some essential call center tips.So are you ready?All professionals use the telephone as a way to communicate and engage with their customers, partners, colleagues and more so having good phone skills is everyone’s business.Anyone that wants to be, or is involved in Call Center setup or operations for their companies would benefit from this What is a call center article.Inside sales, customer care professionals, call center agents and contact center team leaders, sales managers and individuals looking for a call center job should know what is a call center, what are the operations in it, and also know some of the best practices related to it.So let’s explore what is a call center.What is a Call Center and how does it differ from a contact center? . A call center is a department or business that accepts inbound calls – such as inquiries or support calls and outbound calls – ie. marketing or survey callsCall centers became a very popular way to serve customers especially with the development of the interactive voice response (IVR) systems – those automated prompts on the call that ask you to press 1 for this and 2 for that etc..Call centers were initially designed to handle voice calls coming in or being made out of the center.  However, as technology evolved, and people had more opportunities to interact with organizations, the call centers had to evolve too. Now they address all customer interactions including email, social media, web chat and the like. These call centers became known as contact centers as they needed to account for all customer engagements.  Since customers would be contacting the contact center through any channel, these centers need to have a complete view of the customer across the various touchpoints in what is called a 360-degree view of the customer.   What are the Call types that take place in a contact center? . Contact centers have two main types of calls or interactions that take place in them: Inbound and Outbound Call Center Calls:. Inbound calls: which are calls that come into the center by clients that have a problem or want to ask a question. These calls should be serviced as quickly and effectively as possible. Since they are originated by the client, they can provide a great opportunity to delight them with exceptional service. Outbound calls: which are calls that are originated by the contact center staff either for sales, collections of money owed, customer service surveys, or as a follow-up to an inbound call request. Doing outbound calls can be very tricky since the call can take place at a random time that might not be convenient for the client.  A lot of thought needs to go into the efficient handling of the calls so that organizations ensure that customers get the best possible experience.  A specialist from Cooltechzone.com said that millions of companies around the world rely on a call center operation to answer customer calls or to sell to customers. What are the Elements of an inbound call center call? . Call centers provide organizations with an effective and convenient way to solve customer problems or address their needs. The basis of any call center operation is the calls that take place between the agent who answers the call and the customer or caller on the other line.  The structure of calls in a Call Center. There are 3 elements to an inbound call center call that agents would need to be trained on:  Opening the call: When a call arrives and the agent picks it up, they will greet the client and introduce themselves The call body: The focus in the main part of the call is to listen well, understand the customer issue, and address it appropriately. Closing the call: Before closing the call with the client, a thank you farewell message is provided. Then the agent would need to wrap up the call and add any notes to the customer system. Related article: Telephone Etiquette – Tips for Better Phone ConversationsWhat is a Call Center Structure and Team Functions  . Contact centers are designed around key functions made up of teams. Having an effective Call Center team is very important. The Call Center Team. Here are the usual functions you would find in a contact center Contact Center Agent –Answering contacts that come from the customers or doing outbound calls Contact Center Team Leader – Handling Escalations from agents that they weren’t able to solve Workforce Management (WFM) Lead –Prepares staff schedules, holidays, and leave bookings  Quality Management Team –Monitoring Interactions, preparing scorecard, recommending agent training, recommending corrective actions    Management Information Systems (MIS) Team –Responsible for preparing dashboards, prepare reports, daily, monthly, and yearly performance report, call volume report, etc Contact Center Manager –Responsible for the overall management of the contact center. According to a Harvard Study on customer service:Turnover rates for customer service workers are high—27% annually, on average.So with that statistic in mind, Call Center managers and administrators should be very mindful of their agents’ well-being.Since we have learned about what is a call center, we can now move on to some call center tips to improve customer service.These tips can be useful for you whether you work in a Call Center or in your own dealing with those around you. Great Customer Service Words & Phrases used in Call Centers. When customers contact the customer service center, they are usually facing a problem, which means they are already starting the contact with you with a negative experience.Call Centers as Customer Service Centers. Your aim is to turn that experience into a positive one and the words and phrases you use can make a great difference.  Here are 5 great customer service words and phrases that you can use:  It’s unfortunate that you are facing this problem Based on our experience this is the right course of action Replace the word “but” with “All I’m saying is”  When things go out of hand, you can remind the client “I’m just doing my job” Definitely! is much more effective than yes These 5 terms can help improve your customer communication and turn the negative situation into a more positive one.  Tips on how to handle an angry client call. Many of us face the occasional angry client – whether internal inside our company or external in dealing with buying customers. Some customers are rude and not reasonable, but in the vast majority of times, customers are reasonable. Call Centers help in Customer Satisfaction. Here are 3 tips on how to handle an angry client and diffuse the situation Listen, Listen and Listen some more Don’t argue with the client, since you will never win Empathize with the client and let them know you understand their situation After understanding the problem and situation, if you can solve it that would be great. If not, then you need to make it clear that the problem is out of your hands and it’s unfortunate that they had that experience. Depending on the policies of the company, you might be able to offer them something to compensate them for their bad experience.  Remember, not to take any negative customer contact person, you need to learn to separate your emotion from the job. Outcomes that should guide all Customer Service Engagements . Customers are essential for all businesses, and taking care of these customers would help in increasing their loyalty to your organization. Solving customer problems, however, could be a very costly activity from a time and money perspective, so how can we ensure that we are not overdoing it? Here are 3 outcomes that should guide all your customer service engagements: Customer Centric - always ensure that any process or activity has the customer at the center of it Performance Driven - continuously measure and enhance the performance  Results Oriented - keep tracking how well you are doing in solving customer problems and how happy the customers are The above 3 outcomes help keep a balance to ensure that you are effectively addressing customers’ problems and being effective in how they are being addressed to ensure the highest level of customer satisfaction.   We hope that you have learned about what is a call center and can apply the above tips to improve your customer service or sales skills.As a response to the COVID-19 outbreak, Potential.com is offering individuals free access to our future skills library (20+ Courses) to support you during the COVID outbreak. It’s your chance to learn essential skills to help you prepare for future jobs. Register now for free using your details and coupon code: potentialreader. Click here to register (coupon embedded) We use cookies to ensure that we give you the best experience on our website. If you continue to use this site we will assume that you are happy with it.Dismiss
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 76
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 62
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 48
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 38
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => contact
                                            [tf] => 19
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => client
                                            [tf] => 16
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => contact center
                                            [tf] => 15
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 11
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => customer service
                                            [tf] => 10
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 10
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => effective
                                            [tf] => 9
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => the
                                            [tf] => 9
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => problem
                                            [tf] => 9
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => listen
                                            [tf] => 8
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => inbound
                                            [tf] => 8
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => experience
                                            [tf] => 8
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => tip
                                            [tf] => 8
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => team
                                            [tf] => 8
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => inbound call
                                            [tf] => 7
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => job
                                            [tf] => 7
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => great
                                            [tf] => 7
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => outbound call
                                            [tf] => 6
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => organization
                                            [tf] => 6
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => company
                                            [tf] => 6
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => ensure
                                            [tf] => 6
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => word phras
                                            [tf] => 5
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => outcome
                                            [tf] => 5
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => place
                                            [tf] => 5
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => word
                                            [tf] => 5
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => operation
                                            [tf] => 5
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => outbound
                                            [tf] => 5
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => call center operation
                                            [tf] => 4
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => center contact center
                                            [tf] => 4
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => here
                                            [tf] => 4
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => center operation
                                            [tf] => 4
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => customer call
                                            [tf] => 4
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => center contact
                                            [tf] => 4
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => center team
                                            [tf] => 4
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => center call
                                            [tf] => 4
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => customer problem
                                            [tf] => 4
                                        )

                                    [40] => stdClass Object
                                        (
                                            [term] => interaction
                                            [tf] => 4
                                        )

                                    [41] => stdClass Object
                                        (
                                            [term] => sale
                                            [tf] => 4
                                        )

                                    [42] => stdClass Object
                                        (
                                            [term] => management
                                            [tf] => 4
                                        )

                                    [43] => stdClass Object
                                        (
                                            [term] => situation
                                            [tf] => 4
                                        )

                                    [44] => stdClass Object
                                        (
                                            [term] => call center call
                                            [tf] => 3
                                        )

                                    [45] => stdClass Object
                                        (
                                            [term] => improve customer
                                            [tf] => 3
                                        )

                                    [46] => stdClass Object
                                        (
                                            [term] => center customer
                                            [tf] => 3
                                        )

                                    [47] => stdClass Object
                                        (
                                            [term] => angry client
                                            [tf] => 3
                                        )

                                    [48] => stdClass Object
                                        (
                                            [term] => angry
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 42
                            [rank] => 1147066
                        )

                    [14] => stdClass Object
                        (
                            [position] => 15
                            [title] => 6 Common Questions Job Seekers Have About Working in a Call Center
                            [url] => https://www.mastersonstaffing.com/blog/6-common-questions-working-call-center/
                            [destination] => https://www.mastersonstaffing.com › blog › 6-common...
                            [description] => Want to know what life is like as a call center agent? Uncover the reality with our answers to six common questions about working in a call center
                            [isAmp] => 
                            [date] => Sep 21, 2017
                            [organic_position] => 11
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => 6 Common Questions Job Seekers Have About Working in a ...
                            [serp_description] => 3. Do You Need to Have Previous Experience to Work in a Call Center? · Ability to prioritize tasks · Positive and professional attitude · Excellent ...
                            [hostname] => mastersonstaffing.com
                            [canonical] => https://www.mastersonstaffing.com/blog/6-common-questions-working-call-center/
                            [h1] => 6 Common Questions Job Seekers Have About Working in a Call Center
                            [h2] => Array
                                (
                                    [0] => Think Working in a Call Center Is Right for You?
                                    [1] => More Stories
                                    [2] => Hiring Outlook for 2022
                                    [3] => When is the Best Time of Year to Look For a Job
                                    [4] => 2021 Sees A Record Demand For Workers
                                    [5] => Job Fairs
                                    [6] => Ignite your career and surge ahead with Masterson Staffing.Apply Now
                                )

                            [h3] => Array
                                (
                                    [0] => 1. What Does an Inbound Call Center Agent Do?
                                    [1] => 2. What Does an Outbound Call Center Agent Do?
                                    [2] => 3. Do You Need to Have Previous Experience to Work in a Call Center?
                                    [3] => 4. Is Working in a Call Center Hard or Stressful?
                                    [4] => 5. Are There Opportunities for Professional Growth at a Call Center?
                                    [5] => 6. What’s it Really Like to Work in a Call Center?
                                    [6] => Follow Masterson
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => Think Working in a Call Center Is Right for You?
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => More Stories
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => Hiring Outlook for 2022
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => When is the Best Time of Year to Look For a Job
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => 2021 Sees A Record Demand For Workers
                                        )

                                    [5] => stdClass Object
                                        (
                                            [text] => Job Fairs
                                        )

                                    [6] => stdClass Object
                                        (
                                            [text] => Ignite your career and surge ahead with Masterson Staffing.Apply Now
                                        )

                                )

                            [published_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 21o September 2017
                                    [dateISO] => 2017-09-21T00:00:16+00:00
                                )

                            [modified_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 9o November 2017
                                    [dateISO] => 2017-11-09T18:07:58+00:00
                                )

                            [type] => article
                            [wordCount] => 1535
                            [imgCount] => 13
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 45
                                    [outboundSize] => 6
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => grow 39% between 2014 and 2024
                                                    [href] => https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm#tab-6
                                                    [hrefDomain] => bls.gov
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => Convergys
                                                    [href] => http://www.convergys.com/
                                                    [hrefDomain] => convergys.com
                                                    [isOutbound] => 1
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.linkedin.com/company/masterson-staffing
                                                    [hrefDomain] => linkedin.com
                                                    [isOutbound] => 1
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.facebook.com/mastersonstaffing
                                                    [hrefDomain] => facebook.com
                                                    [isOutbound] => 1
                                                )

                                            [4] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://twitter.com/mastersonstaff
                                                    [hrefDomain] => twitter.com
                                                    [isOutbound] => 1
                                                )

                                            [5] => stdClass Object
                                                (
                                                    [text] => Powered by Cookie Information
                                                    [href] => https://cookieinformation.com/?utm_campaign=van-ons-go-premium&utm_source=van-ons-wp&utm_medium=referral
                                                    [hrefDomain] => cookieinformation.com
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 3
                                            [name] => 1. What Does an Inbound Call Center Agent Do?
                                            [tag] => h3
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 2. What Does an Outbound Call Center Agent Do?
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 3. Do You Need to Have Previous Experience to Work in a Call Center?
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 4. Is Working in a Call Center Hard or Stressful?
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 5. Are There Opportunities for Professional Growth at a Call Center?
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [4] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 6. What’s it Really Like to Work in a Call Center?
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Think Working in a Call Center Is Right for You?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => More Stories. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Hiring Outlook for 2022. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => When is the Best Time of Year to Look For a Job. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [5] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => 2021 Sees A Record Demand For Workers. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [6] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Job Fairs. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [7] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Ignite your career and surge ahead with Masterson Staffing.Apply Now







     . 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Follow Masterson. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://www.mastersonstaffing.com/wp-content/uploads/2017/09/6-Common-Questions-Job-Seekers-Have-About-Working-in-a-Call-Center.jpg
                                )

                            [schema_type] => Array
                                (
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => 6 Common Questions Job Seekers Have About Working in a Call Center September 21st, 2017 Written by: Molly Masterson Share This Page There’s no denying that being a call center agent is an important job. As the customer’s first point of contact for questions and problems, call center agents have the daunting task of being the voice of the company. And while receiving positive customer feedback and serving customers will make your day, there are sides to life in a call center that prove it isn’t for everyone. To thrive in an inbound or outbound call center takes a specific kind of person with a unique set of skills, including patience, adaptability, great listening skills, and more. It’s a tough environment that doesn’t have much down time with hundreds of phone calls being answered or dialed each day. But considering that call center representative jobs are in high demand and expected to grow 39% between 2014 and 2024, it’s a position that could make a great career move. Here at Masterson Staffing Solutions, we have over 50 years of experience in helping job seekers find the right job for them. To help you decide if working in a call center is right for you, we’ve answered six burning questions you probably have about working in a call center. 1. What Does an Inbound Call Center Agent Do? First and foremost, inbound call center agents answer customer calls coming into a company. As an agent, you might represent retailers, insurance providers, or a utility company. Because you are the first point of contact for customers, the most important responsibility of inbound agents is handling customer inquiries and complaints. Happy, disappointed, and angry customers will cross your path, but it’s your job as an agent to hear their concerns and do your best to put them at ease. Additional responsibilities of inbound call center agents might include: Provide information about the company’s products and services Troubleshoot and resolve product issues and concerns Develop and document the customer relationship in the company’s Customer Relationship Management (CRM) software 2. What Does an Outbound Call Center Agent Do? Outbound call center agents are responsible for making calls to customers or prospects on behalf of the business. This can include making calls for telemarketing, sales, fundraising, or even surveys. And because most of these calls are cold, outbound call center agents tend to spend more time on the phone than inbound agents. Beyond making calls to customers, outbound call center agent duties may include: Maintain in-depth knowledge of company products and services Pitch or recommend new products and services to customers Schedule sales appointments 3. Do You Need to Have Previous Experience to Work in a Call Center? With any job, previous experience in a similar industry is definitely preferred. But many of the skills and experiences you’ve had in other types of jobs and sectors, as well as your ability to learn new things, can make you a great fit. For example, having any former customer service or sales experience is a huge benefit. This includes positions as a sales associate, customer service representative, and even waiters or waitresses. Responsibilities in these industries often include similar duties to call center agents like cold calling, building a rapport with clients, and multitasking. Other sought-after qualifications or skills are: Ability to prioritize tasks Positive and professional attitude Excellent verbal and written communication skills If you have any of the valuable experiences or skills listed above, make sure you mention them in your answers to these common call center job interview questions. 4. Is Working in a Call Center Hard or Stressful? Call centers are the frontline of customer interaction, creating a naturally stressful environment. You may either be bombarded with inquiries and complaints in taking inbound calls, or often be faced with rejection when placing outbound calls. But anyone who says their job isn’t stressful or hard at times is lying—every job has its moments. And while call centers receive the brunt of angry and upset customers, they are rewarded every time they turn a sad customer into a happy one. So even though working in a call center is both hard and stressful, it is also very rewarding. 5. Are There Opportunities for Professional Growth at a Call Center? Absolutely. Many of today’s CEO’s and other C-level executives got their start in a call center. For example, Andrea Ayers started her career as a call center trainer and became the CEO of Convergys, the world leader in customer experience outsourcing. The fact of the matter is, call center agents need to flex and learn hard, in-demand skills to provide a stellar customer experience, making them ideal candidates to move up in the company. Following the entry level position of a call center agent, there are several positions you can be promoted to. For example, you might be promoted to lead agent where you have the added responsibility of assisting or training your team members. And once you have demonstrated your leadership skills as a lead agent, you might move on to become a supervisor and eventually, manage the whole call center. 6. What’s it Really Like to Work in a Call Center? In reality, working in a call center is like any other service or sales job. The primary difference being that all of your customer interactions happen on the phone, either through dialing or answering calls each day. And because there is a distinct routine to working as a call center agent, it’s important for you to focus on each customer interaction to avoid getting bogged down in the monotony. Call center life is hard work, but the hardest things in life are usually the most rewarding. Take it from a former call center agent, Paul Rivera, now co-founder and CEO of Kalibrr, “You don’t want an easy job. Easy means you don’t get better, you don’t acquire skills, and you’ll never reach your full earning potential.” While it’s tough work, you will learn coveted skills and gain valuable experiences as a call center agent that can propel your career forward. Think Working in a Call Center Is Right for You? If you’re ready to start looking for work in an inbound or outbound call center, find a job near you that’s the perfect fit for your skills and expertise. More Stories. Hiring Outlook for 2022. The last two years have brought upon unprecedented change. This year, many employers and businesses have adapted to the challenges of job burnout, remote working, and job retention in a market that has been defined by high employee turnover and labor shortages. Here are the predicted hiring trends for 2022. Hiring May be Difficult in … Continue reading Hiring Outlook for 2022 → Continue reading When is the Best Time of Year to Look For a Job. Many people assume the holiday season is the best time of year to look for a job. Unless you are looking for part-time work, this may not be the most ideal time. During the holidays, the hiring process will slow down, resulting in fewer job openings. This is because it is the end of the … Continue reading When is the Best Time of Year to Look For a Job → Continue reading 2021 Sees A Record Demand For Workers. Coined as one of the “strangest summers ever” for the U.S. labor market, there is a record demand for workers after the mass unemployment that occurred last year. Economic growth has bounced above pre-pandemic trends, however, there are many Americans who are unable or reluctant to take up a position at the moment. There are … Continue reading 2021 Sees A Record Demand For Workers → Continue reading Job Fairs. Join us for exciting keynotes, informative sessions, and networking with hundreds of peers and leaders Learn more Ignite your career and surge ahead with Masterson Staffing.Apply Now . Follow Masterson. 1 1 1 1 JOB SEEKERS EMPLOYERS OVERVIEW SEARCH JOBS APPLY FOR JOBS EMPLOYMENT CATEGORIES PROFESSIONAL SERVICES LIGHT INDUSTRIAL SERVICES JOB SEEKER INFORMATION JOB SEEKER FAQ’S EMPLOYEE TESTIMONIALS CONTACT US Page 1-1 Page 1-2 Page 1-3 This site uses functional cookies and external scripts to improve your experience. My settings Accept Privacy settings How We Gather and Use Your Information We use cookies to understand how you use our site and to improve your experience. This includes personalizing content and advertising. We use information you provide us through the forms on the site in a method consistent with the reason for the form. By continuing to use our site, you accept our use of cookies and information. For more information, please read our Privacy Policy NOTE: These settings will only apply to the browser and device you are currently using. Cookie Policy We use cookies to understand how you use our site and to improve your experience. This includes personalizing content and advertising. By continuing to use our site, you accept our use of those cookies. Enable? Powered by Cookie Information Save my settings <img height="1" width="1" style="display:none;" alt="masterson staffing solutions" src="https://dc.ads.linkedin.com/collect/?pid=86733&fmt=gif" /> >>
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 45
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 38
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 38
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => job
                                            [tf] => 29
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 23
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 21
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => call center agent
                                            [tf] => 15
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => center agent
                                            [tf] => 15
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => page
                                            [tf] => 12
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => experience
                                            [tf] => 12
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => skill
                                            [tf] => 11
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => working
                                            [tf] => 10
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => working call
                                            [tf] => 9
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => company
                                            [tf] => 9
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => inbound
                                            [tf] => 9
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => time
                                            [tf] => 9
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => working call center
                                            [tf] => 8
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => outbound call
                                            [tf] => 8
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => site
                                            [tf] => 8
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => outbound
                                            [tf] => 8
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 8
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => masterson
                                            [tf] => 7
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => work
                                            [tf] => 7
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => year
                                            [tf] => 7
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => include
                                            [tf] => 7
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => information
                                            [tf] => 7
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => outbound call center
                                            [tf] => 6
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => job seeker
                                            [tf] => 6
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => continue reading
                                            [tf] => 6
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => demand
                                            [tf] => 6
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => hard
                                            [tf] => 6
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => continue
                                            [tf] => 6
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => reading
                                            [tf] => 6
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => inbound call
                                            [tf] => 5
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => seeker
                                            [tf] => 5
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => position
                                            [tf] => 5
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => sale
                                            [tf] => 5
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => hiring
                                            [tf] => 5
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => cooky
                                            [tf] => 5
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => product service
                                            [tf] => 4
                                        )

                                    [40] => stdClass Object
                                        (
                                            [term] => stressful
                                            [tf] => 4
                                        )

                                    [41] => stdClass Object
                                        (
                                            [term] => setting
                                            [tf] => 4
                                        )

                                    [42] => stdClass Object
                                        (
                                            [term] => inbound call center
                                            [tf] => 3
                                        )

                                    [43] => stdClass Object
                                        (
                                            [term] => time year job
                                            [tf] => 3
                                        )

                                    [44] => stdClass Object
                                        (
                                            [term] => record demand worker
                                            [tf] => 3
                                        )

                                    [45] => stdClass Object
                                        (
                                            [term] => making call
                                            [tf] => 3
                                        )

                                    [46] => stdClass Object
                                        (
                                            [term] => customer interaction
                                            [tf] => 3
                                        )

                                    [47] => stdClass Object
                                        (
                                            [term] => time year
                                            [tf] => 3
                                        )

                                    [48] => stdClass Object
                                        (
                                            [term] => year job
                                            [tf] => 3
                                        )

                                    [49] => stdClass Object
                                        (
                                            [term] => record demand
                                            [tf] => 3
                                        )

                                    [50] => stdClass Object
                                        (
                                            [term] => demand worker
                                            [tf] => 3
                                        )

                                    [51] => stdClass Object
                                        (
                                            [term] => improve experience
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 32
                            [rank] => 8497068
                        )

                    [15] => stdClass Object
                        (
                            [position] => 16
                            [title] => The Definitive Guide to Working in a Call Centre: What is it Like? Tips and Skills Needed
                            [url] => https://www.ringcentral.co.uk/gb/en/blog/the-definitive-guide-to-working-in-a-call-centre/
                            [destination] => https://www.ringcentral.co.uk › blog › the-definitive-gu...
                            [description] => Like any job, working in a call centre has both good and bad points. This guide walks you through all you need to know about the job. It tells you everything you’ve ever wondered about being a call centre agent
                            [isAmp] => 
                            [date] => Nov 10, 2020
                            [organic_position] => 12
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => The Definitive Guide to Working in a Call Centre - RingCentral ...
                            [serp_description] => What Skills do You Need to Work in a Call Centre? · 1. Retaining Knowledge. · 2. Flexibility. · 3. Attention to detail. · 4. Creativity. · 5.
                            [hostname] => ringcentral.co.uk
                            [canonical] => https://www.ringcentral.co.uk/gb/en/blog/the-definitive-guide-to-working-in-a-call-centre/
                            [h1] => The Definitive Guide to Working in a Call Centre: What is it Like? Tips and Skills Needed
                            [h2] => Array
                                (
                                    [0] => What Skills do You Need to Work in a Call Centre?
                                    [1] => What Hours do Call Centre Agents Work?
                                    [2] => What’s a Day-in-The-Life of a Call Centre Agent?
                                    [3] => What Tips Can Help Future Call Centre Agents?
                                    [4] => Conclusion
                                    [5] => Keep reading
                                )

                            [h3] => Array
                                (
                                    [0] => Do you want to add automation and artificial intelligence to your contact center?
                                    [1] => 1. Retaining Knowledge
                                    [2] => 2. Flexibility
                                    [3] => 3. Attention to detail
                                    [4] => 4. Creativity
                                    [5] => 5. Organisation
                                    [6] => Improve customer and employee experience together
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => What Skills do You Need to Work in a Call Centre?
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => What Hours do Call Centre Agents Work?
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => What’s a Day-in-The-Life of a Call Centre Agent?
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => What Tips Can Help Future Call Centre Agents?
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => Conclusion
                                        )

                                    [5] => stdClass Object
                                        (
                                            [text] => Keep reading
                                        )

                                )

                            [published_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 10o November 2020
                                    [dateISO] => 2020-11-10 10:00:54
                                )

                            [modified_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 7o May 2021
                                    [dateISO] => 2021-05-07 07:24:09
                                )

                            [type] => article
                            [wordCount] => 2068
                            [imgCount] => 13
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 45
                                    [outboundSize] => 9
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.twitter.com/intent/tweet?url=https://www.ringcentral.co.uk/gb/en/blog/the-definitive-guide-to-working-in-a-call-centre/[email protected]&text=The Definitive Guide to Working in a Call Centre: What is it Like? Tips and Skills Needed
                                                    [hrefDomain] => twitter.com
                                                    [rel] => external noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => Ibis World
                                                    [href] => https://www.ibisworld.com/united-kingdom/market-research-reports/call-centres-industry/
                                                    [hrefDomain] => ibisworld.com
                                                    [rel] => external noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [text] => Alex Kotliarskyi/ Unsplash
                                                    [href] => https://unsplash.com/photos/QBpZGqEMsKg
                                                    [hrefDomain] => unsplash.com
                                                    [rel] => external noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [text] => Inc
                                                    [href] => https://www.inc.com/graham-winfrey/8-tips-for-great-customer-service.html
                                                    [hrefDomain] => inc.com
                                                    [rel] => external noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [4] => stdClass Object
                                                (
                                                    [text] => Freepik
                                                    [href] => https://www.freepik.com/free-vector/support-call-centre-set-isolated-icons-with-doodle-human-characters-gadgets-icons_6919449.htm
                                                    [hrefDomain] => freepik.com
                                                    [rel] => external noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [5] => stdClass Object
                                                (
                                                    [text] => Talegent
                                                    [href] => http://www.talegent.com/
                                                    [hrefDomain] => talegent.com
                                                    [rel] => external noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [6] => stdClass Object
                                                (
                                                    [text] => Freepik
                                                    [href] => https://www.freepik.com/premium-vector/call-center-operator-customer_4144184.htm#page=1&query=call%20centre&position=10
                                                    [hrefDomain] => freepik.com
                                                    [rel] => external noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [7] => stdClass Object
                                                (
                                                    [text] => Inc
                                                    [href] => https://www.inc.com/graham-winfrey/8-tips-for-great-customer-service.html
                                                    [hrefDomain] => inc.com
                                                    [rel] => external noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [8] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://uk.linkedin.com/in/pattyyan
                                                    [hrefDomain] => linkedin.com
                                                    [rel] => external noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 3
                                            [name] => Do you want to add automation and artificial intelligence to your contact center?
                                            [tag] => h3
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What Skills do You Need to Work in a Call Centre?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 1. Retaining Knowledge.
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 2. Flexibility.
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 3. Attention to detail.
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 4. Creativity.
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [4] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 5. Organisation.
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What Hours do Call Centre Agents Work?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Improve customer and employee experience together. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What’s a Day-in-The-Life of a Call Centre Agent?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What Tips Can Help Future Call Centre Agents?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [5] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Conclusion. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [6] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Keep reading. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://www.ringcentral.co.uk/gb/en/blog/wp-content/uploads/2020/11/customer-service-is-all-about-client-relationships-640x427.jpg
                                )

                            [schema_type] => Array
                                (
                                    [0] => Person
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => The Definitive Guide to Working in a Call Centre: What is it Like? Tips and Skills Needed Share this Post on: November 10, 2020 | 8 Mins Read Despite many companies hosting online knowledge hubs, customers still often choose to contact call centres. There is a range of reasons for this. It could be that they don’t trust chatbots, struggle to find an answer to their question, or don’t want to wait around for an email response. Perhaps with COVID-19 forcing people to work from home, people are happy to spend 25 minutes waiting to talk to a real human. Whatever the reason, call centres are still widely used. In fact, they’ve actually grown in number by 1.1% between the years of 2015-2020, according to Ibis World.  What that means is that there is more need for call centre staff to do their thing and help customers out where they can. But what is it like working in a call centre? Is it fun and are there perks to the job? Or is it just a lot of angry customers ranting down the phone? What’s the typical working environment provided by a call centre operator? Like any job, working in a call centre has both good and bad points. This guide walks you through all you need to know about the job. It tells you everything you’ve ever wondered about being a call centre agent.   Contact Centre Artificial Intelligence Do you want to add automation and artificial intelligence to your contact center? Explore our contact center solution or connect with us for a free demo. Connect with us Source: Alex Kotliarskyi/ Unsplash What Skills do You Need to Work in a Call Centre? With any customer service job, working in a call centre requires basic human interaction skills. These are having the ability to listen, be polite, and be kind. Of course, in customer service, whether over the phone or on social media, the ultimate aim is to help the customer with any problems or queries they may have. And when working in a call centre, the skills needed are different once again. The following are five skills that are specific to call centre staff, from frontline agents to the call centre manager. Source: Inc 1. Retaining Knowledge. Call centre workers are a fountain of knowledge. They have to be. Because whenever a customer phones up, they want an answer. And they want it to be quick and accurate. They don’t want a customer service representative who drones on for no purpose.  So, working in a call centre means that staff has to be able to answer anything from, “Where do the batteries go in this remote?” To, “Is this text really from you, or was it a hacker?”. Those with good call centre skills will be able to understand and interpret any customer support question that comes their way. 2. Flexibility. Despite the idea that working as a call centre agent is about cold calling and selling the same product over and over, the day of a call centre representative is very varied. Even if the staff is making several outbound calls, it is still a very unpredictable job with lots of responsibilities. Agents will often be thrown a curveball in their working day. They generally need to deal with those straight away. If something random or unexpected pops up, they are the ones who are expected to manage it professionally while the customer’s still at the end of the phone. 3. Attention to detail. One of the best call centre skills you can have is to be specific. Customers like to know precisely what is going on and exactly how to solve their issue.  So, if a customer says, “Where do the batteries go in the remote?” It isn’t enough to say, “At the bottom”. It has to be, “At the back, on the bottom, between the two tiny silver screws, just below the company logo”. A great service rep goes above and beyond and answers all questions to a T. That’s how to achieve optimum customer satisfaction. Source: Freepik 4. Creativity. There will be times when a question simply can’t be answered. When this happens, it’s down to the agent to find an alternative solution. So, the call center staff member needs to be creative and figure something out that works for both the customer and the company. They also need to be prepared for anything unanticipated that might come their way. At the end of the day, an inbound agent receives dozens of cold calls every day. They must think on their feet to resolve each one effectively. 5. Organisation. Working in a call centre requires a lot of organisation, as well as communication skills. Help desk agents can receive exceedingly high numbers of phone calls a day. So, part of the call centre skillset requires an agent to keep on top of who has called.  Sometimes, patrons can call back weeks later. Meaning staff needs to be on the frontline and keep on top of each case, updating customers and team members as they go. Call centre skills can vary so much from day-to-day. But in general, the skills agents must learn are much more varied than people may presume. Source: Talegent What Hours do Call Centre Agents Work? Obviously, the hours worked in a call centre can greatly depend on the nature of the business. Somebody dealing with complaints at the BBC may only work Monday to Friday 9-5. A firm offering emergency boiler care, meanwhile, may have to provide 24/7 coverage. Working in a call centre often means that staff has to be flexible and willing to do shift work. Although, if people have certain hours they can’t do, a discussion with the manager will help sort this out. In call centres, there are typically options to work both full time and part-time. What’s more, having a global audience may make the working hours a bit more unusual than people may be used to. It can also sometimes mean long hours, where you don’t hang up your last call until late at night. But, for the kind of person who hates the idea of working a standard 9-5 eight hour shift, working as a flexible call centre worker can be a great solution. The Coronavirus pandemic and the resulting risk of catching Covid-19 has also meant that lots of call centre jobs are now based from home. That has taken away the worry of travelling around at unsociable times. Source: Freepik cloud contact centre technology Improve customer and employee experience together. RingCentral's cloud contact centre can help you improve first contact resolution and make your customers happier. READ  Automated and AI Customer Service for Contact Centres Find out how What’s a Day-in-The-Life of a Call Centre Agent? It’s already been established that working in a call centre is quite varied. An average day isn’t just a case of sticking on the headset and getting stuck in. Like in any job, the start of a day might involve a team meeting or a quick catch up with workmates. But there will be those wondering what it’s like working in a call centre specifically. Call centre work is all about the customer experience. In this case, that means taking a high number of calls and doing plenty of talking, all day every day. You may get sick of the sound of your own voice, but it will be worth it to know that you have helped someone with their problems. There is a bit of a worry that call centre staff get bombarded with angry customers. And although, yes, there will be the odd meanie, the majority of people are lovely to talk to and are grateful for the help. Source: Inc Call centre work is usually divided into two categories. That’s making inbound and outbound calls. Inbound calls – This is when a customer makes the phone call to the contact centre of a company. It could be for a bank, an internet firm, or an electronics company, amongst many others.  The work in these places revolves around doing things like setting up accounts, closing accounts, or investigating problems with accounts. It could also involve checking money issues, dealing with faults, answering questions about products, or queries on people’s bills. It’s essentially answering customer questions. Outbound calls – This is often known as cold calling. It’s not as popular as it once was but still exists for many firms as it’s a great way of selling products. Agents doing this will actively reach out to potential clients. Sometimes it can be more about the marketing side of things, but it usually involves sales. Call centre agents in this role tend to get more commission than in the inbound role. Sometimes, agents may have to make a follow-up call for any problems that weren’t resolved. These are outbound calls that agents in an inbound call centre may make. In general, though, the two categories of calls get handled by different staff.  Video conferencing keeps teams connected and productive from anywhere Find out how What Tips Can Help Future Call Centre Agents? There are a few straightforward pointers that will help people make the most of working in a call centre. Following these tips will keep both staff and customers happy. Be empathetic – It’s particularly important not to take sides, and to try and stay neutral. But it’s also important not to be a robot. Showing some empathy will demonstrate that you are taking the customer seriously. Take notes – Sometimes call centre work can involve dealing with customers who like to talk. Making notes of what they are saying can help you to keep on top of the issue. Be confident – Even if you are faking it, if you sound confident, the client will have much more trust in you. Be patient – Working in a call centre isn’t about making as many calls as you can in a day, it’s about helping customers and building a client base. Being patient will keep people coming back. Keep a positive attitude – Positivity is contagious. Staying happy will not just rub off on your customer, but your colleagues too. Hopefully, these working in call centre tips will help you to enjoy the role much more and will aid you in keeping customers happy. Conclusion. Those wondering, “What is it like working in a call centre?”, hopefully now have an insight into the world of inbound and outbound calls. Call centres are made up of many wonderful people who love their job. Naturally, there will always be a few horror stories flying around. But for those who think they’ve got what it takes, working in a call centre can be a unique, sociable, and interesting job that makes a difference to customers around the world. Learn more about how contact centre technology can create a better experience for customers and agentsLearn more Patty Yan Author Patty is the EMEA Product Marketing Manager for RingCentral Office, the leader in cloud communications solutions. Patty is passionate about creating value and differentiation, ensuring a better experience for customers and partners. She gained a wealth of international product marketing, product management, GTM and market development experience, across a range of high-tech SaaS in a fast-paced, hyper-growth environment that assumes both strategic and tactical execution. She is not new to UC, starting in Tandberg, then Cisco, driving the launch of video collaboration and services, and Enghouse with global responsibilities for hosted CCaaS. Patty also has significant experience in brand management and services marketing within companies such as Vodafone, Tektronix, McDermid, Xerox and F1 racing sponsorships. In her spare time, Patty likes to experiment with food from around the world. On the weekends, she was a volunteer Mandarin teacher for the local community for ten years running. She loves art, travelling and going to the gym. < Back to resource hub Keep reading. Call Centre Stress Management: 10 Reasons Your Call Centre Agents are Stressed and How to Help Them The Definitive Guide to Call Avoidance: What is Call Avoidance? Policies and Strategies Setting up a Call Centre: The Definitive Guide Close X
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 66
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => centre
                                            [tf] => 53
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => call centre
                                            [tf] => 47
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 32
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => working
                                            [tf] => 21
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 17
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => working call centre
                                            [tf] => 16
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => working call
                                            [tf] => 16
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => day
                                            [tf] => 16
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => person
                                            [tf] => 12
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => work
                                            [tf] => 12
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => contact
                                            [tf] => 11
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => skill
                                            [tf] => 10
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => staff
                                            [tf] => 10
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => job
                                            [tf] => 9
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => question
                                            [tf] => 8
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => hour
                                            [tf] => 8
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => call centre agent
                                            [tf] => 7
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => contact centre
                                            [tf] => 7
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => centre agent
                                            [tf] => 7
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => company
                                            [tf] => 7
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => phone
                                            [tf] => 7
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => source
                                            [tf] => 7
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 7
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => product
                                            [tf] => 6
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => inbound
                                            [tf] => 6
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => experience
                                            [tf] => 6
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => outbound call
                                            [tf] => 5
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => outbound
                                            [tf] => 5
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => time
                                            [tf] => 5
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => patty
                                            [tf] => 5
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => call centre skill
                                            [tf] => 4
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => customer service
                                            [tf] => 4
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => centre skill
                                            [tf] => 4
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => lot
                                            [tf] => 4
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => solution
                                            [tf] => 4
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => problem
                                            [tf] => 4
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => making
                                            [tf] => 4
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => back
                                            [tf] => 4
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => marketing
                                            [tf] => 4
                                        )

                                    [40] => stdClass Object
                                        (
                                            [term] => call centre tip
                                            [tf] => 3
                                        )

                                    [41] => stdClass Object
                                        (
                                            [term] => call centre staff
                                            [tf] => 3
                                        )

                                    [42] => stdClass Object
                                        (
                                            [term] => call centre work
                                            [tf] => 3
                                        )

                                    [43] => stdClass Object
                                        (
                                            [term] => definitive guide
                                            [tf] => 3
                                        )

                                    [44] => stdClass Object
                                        (
                                            [term] => centre tip
                                            [tf] => 3
                                        )

                                    [45] => stdClass Object
                                        (
                                            [term] => centre staff
                                            [tf] => 3
                                        )

                                    [46] => stdClass Object
                                        (
                                            [term] => call day
                                            [tf] => 3
                                        )

                                    [47] => stdClass Object
                                        (
                                            [term] => centre work
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 47
                            [rank] => 187838
                        )

                    [16] => stdClass Object
                        (
                            [position] => 17
                            [title] => What is a Call Center? Everything You Need to Know
                            [url] => https://searchcustomerexperience.techtarget.com/definition/Call-Center
                            [destination] => https://searchcustomerexperience.techtarget.com › definition
                            [description] => This definition explains call centers and explores the differences among inbound, outbound and blended call centers
                            [isAmp] => 
                            [extra] => Nov 22, 2021 · Uploaded by Eye on Tech
                            [organic_position] => 13
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => What is a Call Center? Everything You Need to Know
                            [serp_description] => A call center is a centralized department that handles inbound and outbound calls from current and potential customers. Call centers are located either within ...
                            [hostname] => searchcustomerexperience.techtarget.com
                            [canonical] => https://searchcustomerexperience.techtarget.com/definition/Call-Center
                            [h1] => call center
                            [h2] => Array
                                (
                                )

                            [h3] => Array
                                (
                                    [0] => What is a call center?
                                    [1] => What is the difference between a call center and a contact center?
                                    [2] => How do call centers work?
                                    [3] => Ultimate guide to customer service for businesses
                                    [4] => Importance of call centers
                                    [5] => Types of call centers
                                    [6] => Call center teams and structure
                                    [7] => Call center technology
                                    [8] => Examples of call centers across industries
                                    [9] => How is call center success measured?
                                )

                            [h2WithAnchors] => Array
                                (
                                )

                            [type] => article
                            [wordCount] => 2007
                            [imgCount] => 9
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 78
                                    [outboundSize] => 0
                                    [list] => Array
                                        (
                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 3
                                            [name] => What is a call center?
                                            [tag] => h3
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => What is the difference between a call center and a contact center?
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => How do call centers work?
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Ultimate guide to customer service for businesses. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Importance of call centers. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [4] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Types of call centers . 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [5] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Call center teams and structure. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [6] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Call center technology. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [7] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Examples of call centers across industries. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [8] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => How is call center success measured?
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                    [0] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 
			
			Continue Reading About call center 
		. 
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [1] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 
				Related Terms. 
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [2] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 
			Dig Deeper on Contact center software and applications. 
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                    [0] => stdClass Object
                                                                                        (
                                                                                            [level] => 5
                                                                                            [name] => Ultimate guide to customer service for businesses
                                                                                            [tag] => h5
                                                                                            [children] => Array
                                                                                                (
                                                                                                )

                                                                                        )

                                                                                    [1] => stdClass Object
                                                                                        (
                                                                                            [level] => 5
                                                                                            [name] => What are the different types of contact centers?
                                                                                            [tag] => h5
                                                                                            [children] => Array
                                                                                                (
                                                                                                )

                                                                                        )

                                                                                    [2] => stdClass Object
                                                                                        (
                                                                                            [level] => 5
                                                                                            [name] => contact center
                                                                                            [tag] => h5
                                                                                            [children] => Array
                                                                                                (
                                                                                                )

                                                                                        )

                                                                                    [3] => stdClass Object
                                                                                        (
                                                                                            [level] => 5
                                                                                            [name] => call center agent (call center representative)
                                                                                            [tag] => h5
                                                                                            [children] => Array
                                                                                                (
                                                                                                )

                                                                                        )

                                                                                )

                                                                        )

                                                                )

                                                        )

                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://cdn.ttgtmedia.com/ITKE/images/logos/TTlogo-379x201.png
                                    [twitterImage] => https://cdn.ttgtmedia.com/ITKE/images/logos/TTlogo-379x201.png
                                )

                            [schema_type] => Array
                                (
                                    [0] => Article
                                    [1] => VideoObject
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => call center By Michaela Goss, Site Editor TechTarget Contributor What is a call center? A call center is a centralized department that handles inbound and outbound calls from current and potential customers. Call centers are located either within an organization or outsourced to another company that specializes in handling calls. What is the difference between a call center and a contact center? Call centers focus on one communication channel: the telephone.Contact centers provide support from additional channels, such as email, chat, websites and applications. A contact center may include one or more call centers. Contact centers provide omnichannel support, assisting customers on whichever channel or device they use. Whether an organization chooses a call center or contact center depends on its products and services, the channels on which it provides customer support and the structures of the organization's support teams. How do call centers work? Online merchants, telemarketing companies, help desks, mail-order organizations, polling services, charities and any large organization that uses the telephone to sell products or offer services use call centers. These organizations also use call centers to enhance CX. This article is part of Ultimate guide to customer service for businesses. Which also includes: 10 customer service best practices to follow 13 customer retention strategies that work 5 examples of bad customer service and how to avoid them The three most common types of call centers are inbound, outbound and blended call centers. Inbound call center. Typically, these call centers handle a considerable volume of calls simultaneously and then screen, forward and log the calls. An interactive voice response (IVR) system can answer calls and use speech recognition technology to address customer queries with an automated message or route calls to the appropriate call center agents or recipients through an automated call distributor (ACD). Agents in an inbound call center may handle calls from current or potential customers regarding accounts management, scheduling, technical support, complaints, queries about products or services, or intent to purchase from the organization. Outbound call center. In these call centers, an agent makes calls on behalf of the organization or client for tasks, including lead generation, telemarketing, customer retention, fundraising, surveying, collecting debts or scheduling appointments. To maximize efficiencies, an automated dialer can make the calls and then transfer them to an available agent using an IVR system after the caller connects. Outbound call centers must ensure compliance with the National Do Not Call Registry, a list to which citizens can add their phone numbers to avoid unwanted solicitation calls. Blended call center. This type of call center handles both inbound and outbound calls. Call centers can handle inbound or outbound calls, or both. Importance of call centers. Customers have high expectations for customer service. They want their issues addressed and handled quickly and efficiently. Organizations must have representatives available when customers call for service or support, and those with call centers can more effectively assist customers in need. Call centers can make an organization available 24/7 or during a time window that matches customer expectations. Customer phone calls have value beyond customer service. With some products or services, phone calls are the only interactions organizations have with customers -- therefore, the only opportunity to personally connect with customers. Types of call centers . Beyond inbound, outbound and blended, further classifications of call centers include the following: In-house call center. The organization owns and runs its call center and hires its agents. Outsourced call center. The organization hires a third party to handle calls on its behalf, generally to remove the burdens of hiring and training call center agents and investing in and updating call center technology, which can reduce operating costs. Offshore call center. The organization outsources its operations to a company in another country, often to save money on wages and provide services around the clock. Drawbacks to an offshore call center include reduced customer satisfaction due to language issues and a lack of knowledge about the organization, product or service due to distance. Virtual call center. The organization employs geographically dispersed agents who answer calls using cloud call center technology. Call center agents work either in smaller groups in different offices or in their own homes. Call center teams and structure. Many different roles make up call center teams, including agents, team leaders and IT personnel. Call center agents. Agents are the key point of contact between an organization and its customers, as agents talk directly with customers and handle their calls. Depending on the type of call center, agents may handle either incoming or outgoing calls. Call center agents typically have customer service skills, are knowledgeable about the organization and are creative problem-solvers. Team leaders. Many call centers split agents into smaller groups for easier management. Team leaders help call center agents deescalate conversations, solve issues or answer questions from customers or the agents. In addition, team leaders should ensure call center agents are happy and fulfilled in their roles. Call center directors. While team leaders run smaller teams, call center directors run operations and ensure everything runs smoothly. Directors, or managers, set the metrics and expectations for agent performance to ensure they meet the standards for customer expectations and keep the center running smoothly. Quality assurance team. Quality assurance (QA) is a practice that ensures products or services meet specific requirements, and QA teams put this into practice. These teams can monitor and evaluate agent phone calls in call centers to ensure the call quality and CX are up to the center's standards. In some cases, call center directors run the QA checks. IT personnel. IT professionals are critical to call centers -- especially those with remote operations. And while IT personnel aren't exclusive to call centers, they ensure agents' technology and tools are up to date to keep the call center running smoothly. Call center technology. Call centers, at their cores, require two key pieces of technology: computers and headsets. Call center agents need access to computers and reliable headsets to make and receive calls, so their voices sound clear and easy for customers to understand. Remote call center agents may also require enhanced internet access to access their organizations' call center software reliably, so organizations may want to invest in home networking equipment for remote agents. Other critical call center technology and software include the following: call management software, including ACD technology; call monitoring software; speech analytics tools; workforce management software; customer relationship management software; IVR software; outbound dialers; and chatbot or virtual assistant technology. Explore eight of the most common technologies and tools found in call centers. Examples of call centers across industries. Call centers can benefit any industry that interacts with customers over the phone. Examples include the following: Airlines. Customers call airline toll-free numbers to engage with IVR menus or speak to customer service agents. Customers can check flight statuses, obtain flight details and check frequent flyer mileage balances. In addition, flyers can speak to customer service agents to re-book a flight. When weather conditions, such as a large winter storm, cause flight delays or cancellations, airlines can quickly respond to customer needs. Healthcare. Customers call healthcare providers to make, change or confirm appointments and to ask physicians questions. When a medical emergency arises off-hours, healthcare providers can use outsourced call centers to receive calls and route them to an on-call physician. Retail. Customers call retail businesses for assistance before, during or after purchases. Before or during purchase, a customer may ask a customer service agent about shipping details or the retailer's return policy. After a purchase, customers may call to report a missing item or request a return. How is call center success measured? Organizations should track key performance indicators (KPIs) to measure the success rates and efficiency of call centers and agents. The KPIs may vary depending on the center's function: An outbound call center may measure cost per call, revenue earned, total calls made and tasks completed, among other metrics. Inbound call center metrics may include first call resolution (FCR), average wait time and abandoned call rates. In addition, organizations can use speech analytics software to monitor and analyze call center agent performance. It can identify areas that may require more knowledge and training, which can improve call handling times and FCR. This was last updated in November 2021 Continue Reading About call center . Call center security best practices to protect customer data AI improves customer experience, call center efficiency 9 skills that call center agents need for success 5 examples of effective NLP in customer service Related Terms. call management Call management is the process by which inbound telephone calls are routed to call center agents. See complete definition chatbot A chatbot is a software or computer program that simulates the human conversation or "chatter" through text or voice interactions. See complete definition contact center as a service (CCaaS) Contact center as a service (CCaaS) is a framework that combines contact center hosting principles and cloud-based contact center... See complete definition Dig Deeper on Contact center software and applications. Ultimate guide to customer service for businesses By: Nick Schmiedicker What are the different types of contact centers? By: Reda Chouffani contact center By: Kate Brush call center agent (call center representative) By: Karolina Kiwak SearchContentManagement How cloud content migration leads to digital transformation Cloud migration became inevitable as organizations embraced remote work due to the COVID-19 pandemic. Learn how cloud migration ... The role of artificial intelligence in the future of content AI will play a key role in the future of content, as it can simplify tasks, create new business apps and improve file storage. ... Content collaboration tools shift into hyperdrive Induced by the COVID-19 pandemic and hybrid workforce, collaborative content practices embrace advanced technologies, knowledge ... SearchUnifiedCommunications Verizon launches BlueJeans on Google Glass Verizon has brought its BlueJeans video conferencing service to the Google Glass headset. The carrier is offering the headset ... Top UC and collaboration news of 2021 highlights 5 key trends Reviewing the top UC and collaboration news stories of 2021 could provide a glimpse into the future and foreshadow some important... Weighing video conferencing options for small businesses Businesses of all sizes are enabling video rooms as part of their collaboration strategy. Here's how small businesses can choose ... SearchDataManagement 'Building the Data Lakehouse' explores next-gen architecture This book excerpt by 'father of the data warehouse' Bill Inmon and experts Mary Levins and Ranjeet Srivastava explores the latest... Anomalo brings data quality platform to Snowflake Elliot Shmukler, co-founder and CEO of Anomalo, details how he was inspired to build his data startup after a critical data ... 10 big data challenges and how to address them Bringing a big data initiative to fruition requires an array of data skills and best practices. Here are 10 big data challenges ... SearchEnterpriseAI Mostly AI plans to use $25M funding for responsible AI efforts The synthetic data vendor works with customers in Europe and North America. Experts say more than half of AI projects will be ... AI vendor Fractal kicks off 2022 with $360M fund raise The AI vendor's fundraising success shows investors' willingness to pump money into vendors that are applying AI in vertical ... Tips and tricks for deploying TinyML A typical TinyML deployment has many software and hardware requirements, and there are best practices that developers should be ... SearchERP Experts predict flexibility as a top ERP trend in 2022 In the year ahead, industry experts expect the ERP market to be less monolithic and more industry-specific. Composable ERP may break up monolithic systems In this Q&A, Unit4's Claus Jepsen calls cloud-based composable ERPs, which enable companies to pick and choose the applications ... Digital twin simulation helps baristas make a perfect espresso A century-old Italian maker of high-end coffee machines used digital twins to virtually eliminate physical prototypes and set the... Close
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 119
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 90
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 76
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 43
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 34
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => organization
                                            [tf] => 25
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 23
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => center agent
                                            [tf] => 17
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => call center agent
                                            [tf] => 16
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => software
                                            [tf] => 12
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => contact
                                            [tf] => 12
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => team
                                            [tf] => 12
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => contact center
                                            [tf] => 11
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => customer service
                                            [tf] => 11
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => technology
                                            [tf] => 11
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => data
                                            [tf] => 11
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => inbound
                                            [tf] => 9
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => outbound
                                            [tf] => 9
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => handle
                                            [tf] => 8
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => ai
                                            [tf] => 8
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => customer call
                                            [tf] => 7
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => include
                                            [tf] => 7
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => business
                                            [tf] => 7
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => practice
                                            [tf] => 7
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => management
                                            [tf] => 7
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => ensure
                                            [tf] => 7
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => outbound call
                                            [tf] => 6
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => work
                                            [tf] => 6
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => key
                                            [tf] => 6
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => support
                                            [tf] => 6
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => product
                                            [tf] => 6
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => cloud
                                            [tf] => 6
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => inbound outbound
                                            [tf] => 5
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => product service
                                            [tf] => 5
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => team leader
                                            [tf] => 5
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => type
                                            [tf] => 5
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => phone
                                            [tf] => 5
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => run
                                            [tf] => 5
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => leader
                                            [tf] => 5
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => content
                                            [tf] => 5
                                        )

                                    [40] => stdClass Object
                                        (
                                            [term] => center call center
                                            [tf] => 4
                                        )

                                    [41] => stdClass Object
                                        (
                                            [term] => type call center
                                            [tf] => 4
                                        )

                                    [42] => stdClass Object
                                        (
                                            [term] => call center handle
                                            [tf] => 4
                                        )

                                    [43] => stdClass Object
                                        (
                                            [term] => call center the
                                            [tf] => 4
                                        )

                                    [44] => stdClass Object
                                        (
                                            [term] => center the organization
                                            [tf] => 4
                                        )

                                    [45] => stdClass Object
                                        (
                                            [term] => call center technology
                                            [tf] => 4
                                        )

                                    [46] => stdClass Object
                                        (
                                            [term] => call call
                                            [tf] => 4
                                        )

                                    [47] => stdClass Object
                                        (
                                            [term] => service agent
                                            [tf] => 4
                                        )

                                    [48] => stdClass Object
                                        (
                                            [term] => center call
                                            [tf] => 4
                                        )

                                    [49] => stdClass Object
                                        (
                                            [term] => type call
                                            [tf] => 4
                                        )

                                    [50] => stdClass Object
                                        (
                                            [term] => center handle
                                            [tf] => 4
                                        )

                                    [51] => stdClass Object
                                        (
                                            [term] => center the
                                            [tf] => 4
                                        )

                                    [52] => stdClass Object
                                        (
                                            [term] => the organization
                                            [tf] => 4
                                        )

                                    [53] => stdClass Object
                                        (
                                            [term] => center technology
                                            [tf] => 4
                                        )

                                    [54] => stdClass Object
                                        (
                                            [term] => call center call
                                            [tf] => 3
                                        )

                                    [55] => stdClass Object
                                        (
                                            [term] => handle inbound outbound
                                            [tf] => 3
                                        )

                                    [56] => stdClass Object
                                        (
                                            [term] => inbound outbound call
                                            [tf] => 3
                                        )

                                    [57] => stdClass Object
                                        (
                                            [term] => call center contact
                                            [tf] => 3
                                        )

                                    [58] => stdClass Object
                                        (
                                            [term] => center contact center
                                            [tf] => 3
                                        )

                                    [59] => stdClass Object
                                        (
                                            [term] => call center inbound
                                            [tf] => 3
                                        )

                                    [60] => stdClass Object
                                        (
                                            [term] => inbound call center
                                            [tf] => 3
                                        )

                                    [61] => stdClass Object
                                        (
                                            [term] => outbound call center
                                            [tf] => 3
                                        )

                                    [62] => stdClass Object
                                        (
                                            [term] => call center ensure
                                            [tf] => 3
                                        )

                                    [63] => stdClass Object
                                        (
                                            [term] => call call center
                                            [tf] => 3
                                        )

                                    [64] => stdClass Object
                                        (
                                            [term] => call center director
                                            [tf] => 3
                                        )

                                    [65] => stdClass Object
                                        (
                                            [term] => customer service agent
                                            [tf] => 3
                                        )

                                    [66] => stdClass Object
                                        (
                                            [term] => see complete definition
                                            [tf] => 3
                                        )

                                    [67] => stdClass Object
                                        (
                                            [term] => handle inbound
                                            [tf] => 3
                                        )

                                    [68] => stdClass Object
                                        (
                                            [term] => center contact
                                            [tf] => 3
                                        )

                                    [69] => stdClass Object
                                        (
                                            [term] => center include
                                            [tf] => 3
                                        )

                                    [70] => stdClass Object
                                        (
                                            [term] => include call
                                            [tf] => 3
                                        )

                                    [71] => stdClass Object
                                        (
                                            [term] => center inbound
                                            [tf] => 3
                                        )

                                    [72] => stdClass Object
                                        (
                                            [term] => inbound call
                                            [tf] => 3
                                        )

                                    [73] => stdClass Object
                                        (
                                            [term] => handle call
                                            [tf] => 3
                                        )

                                    [74] => stdClass Object
                                        (
                                            [term] => center ensure
                                            [tf] => 3
                                        )

                                    [75] => stdClass Object
                                        (
                                            [term] => phone call
                                            [tf] => 3
                                        )

                                    [76] => stdClass Object
                                        (
                                            [term] => technology call
                                            [tf] => 3
                                        )

                                    [77] => stdClass Object
                                        (
                                            [term] => center director
                                            [tf] => 3
                                        )

                                    [78] => stdClass Object
                                        (
                                            [term] => call management
                                            [tf] => 3
                                        )

                                    [79] => stdClass Object
                                        (
                                            [term] => management software
                                            [tf] => 3
                                        )

                                    [80] => stdClass Object
                                        (
                                            [term] => see complete
                                            [tf] => 3
                                        )

                                    [81] => stdClass Object
                                        (
                                            [term] => complete definition
                                            [tf] => 3
                                        )

                                    [82] => stdClass Object
                                        (
                                            [term] => big data
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 48
                            [rank] => 59094
                        )

                    [17] => stdClass Object
                        (
                            [position] => 18
                            [title] => Call Center Job Skills: 5 You Need to Have | Snagajob
                            [url] => https://www.snagajob.com/blog/post/call-center-job-skills
                            [destination] => https://www.snagajob.com › Blog Home › Career Advice
                            [description] => With these call center skills, you can be a pro at your job. Learn about the top five skills that will make you and your company beam with pride
                            [isAmp] => 
                            [organic_position] => 14
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => Call Center Job Skills: 5 You Need to Have | Snagajob
                            [serp_description] => Call centers can be a high-stress job. You need to be a pretty smooth operator in this intense environment. You'll have to be able to keep your cool under ...
                            [hostname] => snagajob.com
                            [canonical] => https://www.snagajob.com/blog/post/call-center-job-skills
                            [h1] => Call Center Job Skills: 5 You Need to Have
                            [h2] => Array
                                (
                                    [0] => And while not all call center jobs are the same, you’ll need to have these talents, no matter where you work
                                    [1] => What is a call center?
                                    [2] => What’s the difference between call center jobs and telemarketing jobs?
                                    [3] => How many years of experience do I need to be a call center agent?
                                    [4] => What call center job skills do I need to be successful?
                                    [5] => What can I expect from a call center job?
                                    [6] => What’s the bottom line?
                                    [7] => Job Seekers
                                    [8] => Job Seekers
                                    [9] => Employers
                                    [10] => Employers
                                    [11] => About
                                    [12] => About
                                )

                            [h3] => Array
                                (
                                    [0] => How many hours do call center agents work?
                                    [1] => What’s the hardest part of call center jobs?
                                    [2] => What’s the best part of call center jobs?
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => And while not all call center jobs are the same, you’ll need to have these talents, no matter where you work
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => What is a call center?
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => What’s the difference between call center jobs and telemarketing jobs?
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => How many years of experience do I need to be a call center agent?
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => What call center job skills do I need to be successful?
                                        )

                                    [5] => stdClass Object
                                        (
                                            [text] => What can I expect from a call center job?
                                        )

                                    [6] => stdClass Object
                                        (
                                            [text] => What’s the bottom line?
                                        )

                                    [7] => stdClass Object
                                        (
                                            [text] => Job Seekers
                                        )

                                    [8] => stdClass Object
                                        (
                                            [text] => Job Seekers
                                        )

                                    [9] => stdClass Object
                                        (
                                            [text] => Employers
                                        )

                                    [10] => stdClass Object
                                        (
                                            [text] => Employers
                                        )

                                    [11] => stdClass Object
                                        (
                                            [text] => About
                                        )

                                    [12] => stdClass Object
                                        (
                                            [text] => About
                                        )

                                )

                            [wordCount] => 1632
                            [imgCount] => 3
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 40
                                    [outboundSize] => 6
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.facebook.com/snag.co
                                                    [hrefDomain] => facebook.com
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.twitter.com/snagajob
                                                    [hrefDomain] => twitter.com
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.instagram.com/snagajob
                                                    [hrefDomain] => instagram.com
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.youtube.com/snagajob
                                                    [hrefDomain] => youtube.com
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [4] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://itunes.apple.com/us/app/job-search-snagajob/id333188676?mt=8
                                                    [hrefDomain] => apple.com
                                                    [isOutbound] => 1
                                                )

                                            [5] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://play.google.com/store/apps/details?id=com.snagajob.jobseeker&referrer=utm_source%3Dweb%26utm_medium%3Dfooterbadge
                                                    [hrefDomain] => google.com
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] =>  And while not all call center jobs are the same, you’ll need to have these talents, no matter where you work.
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What is a call center?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What’s the difference between call center jobs and telemarketing jobs?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => How many years of experience do I need to be a call center agent?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What call center job skills do I need to be successful?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [5] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What can I expect from a call center job?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => How many hours do call center agents work?
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => What’s the hardest part of call center jobs?
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => What’s the best part of call center jobs?
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [6] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What’s the bottom line?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [7] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Job Seekers. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [8] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Job Seekers. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [9] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Employers. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [10] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Employers. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [11] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => About. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [12] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => About. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => v2assets/images/facebook_site_share.png
                                )

                            [schema_type] => Array
                                (
                                    [0] => Article
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => Call Center Job Skills: 5 You Need to Have And while not all call center jobs are the same, you’ll need to have these talents, no matter where you work.While not all call center jobs are the same, you’ll need to have these talents no matter where you work.Do you have the gift of the gab? Do you prefer to pick up the phone and talk to someone instead of scrolling through chats? Did Verizon’s double-unlimited phone plan speak to you on a spiritual level? Perfect! Companies need energetic extroverts like you to staff their call center jobs. Talk customers through their problems, answer their questions, and earn good money doing it. Now, let’s answer a few of your questions!What is a call center?Nearly every major company has a call center, whether it’s on-site or across the globe. Most companies use call centers to support the products or services they sell via phone (and sometimes chat or email). And they need people like you jockeying the phones to help customers. What’s the difference between call center jobs and telemarketing jobs?Call center jobs are sometimes also called telemarketing jobs. In reality, telemarketers are a subset of call center agents who specialize in handling sales. Depending on your skill set and interests, you may or may not be drawn to telemarketing.How many years of experience do I need to be a call center agent?Don't worry—you don't need years of experience to get a flexible call center position. Many call center reps have a high school diploma, and usually, no higher education is required. Even with minimal work experience and no college, you could be the perfect call center agent!This job is about other kinds of skills that don’t necessarily require a degree to develop. The top five call center skills you need are discussed in depth below. So, instead of endlessly searching for “jobs hiring near me with no experience”—boring!—think about looking for call center jobs. What call center job skills do I need to be successful?So, what makes a good call center agent? This job is all about people skills, baby. Add in some solid computer knowledge, and you’re on the right track. To be a successful call center representative, you’ll need these five skills to deliver outstanding customer support. And when putting together your call center skills resume, be sure to highlight the following types of talents if you have them!Outgoing and energetic personalityCall centers are no places for shrinking violets! These companies need friendly, outgoing and positive people in their call centers. If you’re not a fan of dealing with the public or helping others, this job probably isn’t the one for you. Simply having the right attitude can make the difference between a bad customer service call and a call that leaves customers smiling. That’s hard to do, day after day, if people aren’t really your thing.This is the kind of job where you can put your communication skills to work and brighten someone’s day. Your sunny disposition can directly impact your employer’s customer satisfaction in a positive way. And you’re making a real difference to the callers you’re helping, simply by being your enthusiastic and friendly self!Good listening skillsBeing talkative is definitely a plus here! But even though you get to talk a lot at the call center, you also need to be able to listen. This means being a good conversationalist and practicing active listening. Great customer service representatives don’t interrupt customers. Instead, they engage with people and seek to understand what the customer needs. They ask questions and are genuinely curious. They want to be helpful.The call center might supply a script for you to read from, but that doesn’t mean you have to be a robot. Remember, there’s a human on the other end of the line—that means you should be human as well and listen to what they’re telling you so you can help them.MultitaskingAre you able to surf Netflix, eat spaghetti and text your friends at the same time (off the clock, of course)? Sweet. You’ll be able to juggle multiple tasks at the call center without breaking a sweat. Call center agents are responsible for talking on the phone, completing data entry, and more—sometimes all at once. Multitasking is the name of the game at this fast-paced job. If you like to be busy and productive, this job could be a great fit.Problem-solving Okay, if one train is heading west at 85 MPH, and another train is heading east at 72 MPH—just kidding!You don’t need to be a math whiz to work at a call center, but you do need to have a mind for problem-solving. Thinking fast and solving complex customer issues in just minutes is kind of the name of the game. Most of the time, the answers will be common sense and guided by company policy or scripts, but getting to the right solution can take a bit of thinking.During the call center interview process, the hiring manager may ask you some problem-solving questions. Prep ahead of time to land the perfect call center position for you.Computer skillsYou’ve got your smartphone figured out, but you’ll also need to know basic computer programs to work at a call center. You’ll have a computer in front of you every day, so it’s key to know what to do with it.Get familiar with computer programs like Windows, Excel and the Microsoft Office suite in general. You also need to have basic typing skills, although faster typing skills will help you save time as you enter customer information and notes into the system.  Beyond that, the call center will train you on how to use their calling, recording and payroll systems. You don’t have to know this before the job; you just need a willingness to learn.What can I expect from a call center job?What’s it actually like to work at a call center? Your job description and day-to-day tasks will differ by company, but there are a few common things you can expect. Depending on the company and your specific role, you'll be making outbound calls, where you're contacting the customer, or inbound calls, where customers contact you.How many hours do call center agents work?Most call center jobs want you there 30-40 hours a week. The good news is that you can sign up for flexible shifts, which is perfect if you’re going to school or have a family at home. Call centers are usually open 24 hours a day, which means you can often work the hours that fit your schedule. But do keep in mind that call centers are generally open every day of the year. Do you want to be taking calls on Christmas Eve from panicked Walmart shoppers? That’s something to take into account. What’s the hardest part of call center jobs?Call centers can be a high-stress job. You need to be a pretty smooth operator in this intense environment. You’ll have to be able to keep your cool under pressure, even if you have a caller yelling at you. Remember, these customers will be stressed and tired. Give them respect and you’ll get it in return. Call centers need people on-hand at all times, and that means your break times will be pretty strict. Use your breaks to decompress. Do breathing exercises at your desk when things get crazy if that helps you.What’s the best part of call center jobs?The absolute best thing about working in a call center is helping people. You’re making a difference in someone’s life by answering the phone when they need it.Also, it’s a fun, fast-paced job that keeps you on your toes. If you like games of strategy and competition, this could be a great fit for you.Another great benefit of working at a call center is that the dress code is pretty lax. Wear your own threads on the job and express yourself. Be sure to keep it comfortable and work appropriately. PJs in the office are still a no-no! However, there are some call center jobs from home out there…PJs may be more acceptable for virtual call center jobs!What’s the bottom line?Call center jobs give you a chance to be social and help people. It’s a great way to enjoy more flexibility in a dynamic job while also beefing up your bank account.Sound right up your alley? Practice for your call center job search with these interview questions. Brush up your cover letter, call center resume and interview skills to score a new job in no time. Amy Culver | Apr 19 Categories: Career Advice Amy is our Lead Copywriter at Snagajob, where she loves to use her word nerd powers to help workers and employers connect. Her first hourly job was as a cashier at Chick-fil-a. SnagajobBlog HomeCareer AdviceCall Center Job Skills: 5 You Need To HaveJob Seekers. Job Seekers. Explore our Jobs HubFind Local JobsSearch Hourly JobsVisit our Job Advice BlogVisit our Help CenterLearn about SecurityContact UsEmployers. Employers. Post JobsPost a ShiftWhy Snagajob?Our SolutionsRecruiting and Hiring AdviceOur CustomersEmployer ReboundBrowse ProfilesContact UsAbout. About. CareersAbout SnagajobGiving BackNewsLegal InformationTerms of UsePrivacy PolicyDo Not Sell My Personal InformationCalifornia Privacy NoticeVulnerability Disclosure Program© Snagajob.com, Inc. Please enable JavaScript to continue using this application.
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 51
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 49
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 46
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => job
                                            [tf] => 33
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => skill
                                            [tf] => 15
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 15
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => center job
                                            [tf] => 14
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => day
                                            [tf] => 12
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => call center job
                                            [tf] => 11
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => person
                                            [tf] => 9
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => work
                                            [tf] => 8
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => difference
                                            [tf] => 7
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => company
                                            [tf] => 7
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => time
                                            [tf] => 7
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => phone
                                            [tf] => 6
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => job skill
                                            [tf] => 5
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => mean
                                            [tf] => 5
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => great
                                            [tf] => 5
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => call center agent
                                            [tf] => 4
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => work call
                                            [tf] => 4
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => center agent
                                            [tf] => 4
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => perfect
                                            [tf] => 4
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => question
                                            [tf] => 4
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => good
                                            [tf] => 4
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 4
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => experience
                                            [tf] => 4
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => computer
                                            [tf] => 4
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => solving
                                            [tf] => 4
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => hour
                                            [tf] => 4
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => center job skill
                                            [tf] => 3
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => work call center
                                            [tf] => 3
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => making
                                            [tf] => 3
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => game
                                            [tf] => 3
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => fast
                                            [tf] => 3
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => train
                                            [tf] => 3
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => interview
                                            [tf] => 3
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => program
                                            [tf] => 3
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => thing
                                            [tf] => 3
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => pretty
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 50
                            [rank] => 30773
                        )

                    [18] => stdClass Object
                        (
                            [position] => 19
                            [title] => Call center representative: What it is and what you need to know
                            [url] => https://www.zendesk.com/blog/what-to-know-before-becoming-call-center-representative/
                            [destination] => https://www.zendesk.com › blog › what-to-know-befor...
                            [description] => Find out what you’ll be doing, what qualifications you’ll need, and how much you’ll make as a call center representative
                            [isAmp] => 
                            [date] => Mar 25, 2021
                            [organic_position] => 15
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => Call center representative: What it is and what you need to know
                            [serp_description] => What is a call center representative? · Providing omnichannel support: Your primary responsibility will be talking to customers on the phone, but ...
                            [hostname] => zendesk.com
                            [canonical] => https://www.zendesk.com/blog/what-to-know-before-becoming-call-center-representative/
                            [h1] => Want to be a call center representative? Here’s what you need to know
                            [h2] => Array
                                (
                                    [0] => What is a call center representative?
                                    [1] => What skills and qualifications do call center representatives need?
                                    [2] => How much money does a call center representative make?
                                    [3] => What equipment does a call center representative need?
                                    [4] => Call centers are work-from-home opportunities
                                    [5] => Related stories
                                )

                            [h3] => Array
                                (
                                    [0] => If you have any interest in working for a call center, here’s what you should know before you apply
                                    [1] => Must-haves
                                    [2] => Nice-to-haves
                                    [3] => We know. It’s a lot to take in
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => What is a call center representative?
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => What skills and qualifications do call center representatives need?
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => How much money does a call center representative make?
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => What equipment does a call center representative need?
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => Call centers are work-from-home opportunities
                                        )

                                    [5] => stdClass Object
                                        (
                                            [text] => Related stories
                                        )

                                )

                            [published_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 25o March 2021
                                    [dateISO] => 2021-03-25T23:17:12+00:00
                                )

                            [modified_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 7o April 2021
                                    [dateISO] => 2021-04-07T22:58:54+00:00
                                )

                            [type] => article
                            [wordCount] => 1981
                            [imgCount] => 7
                            [lang] => stdClass Object
                                (
                                    [langLinks] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [lang] => en
                                                    [url] => https://www.zendesk.com/blog/what-to-know-before-becoming-call-center-representative/
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [lang] => en-DE
                                                    [url] => https://www.zendesk.de/blog/what-to-know-before-becoming-call-center-representative/
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [lang] => en-ES
                                                    [url] => https://www.zendesk.es/blog/what-to-know-before-becoming-call-center-representative/
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [lang] => en-FR
                                                    [url] => https://www.zendesk.fr/blog/what-to-know-before-becoming-call-center-representative/
                                                )

                                            [4] => stdClass Object
                                                (
                                                    [lang] => en-HK
                                                    [url] => https://www.zendesk.hk/blog/what-to-know-before-becoming-call-center-representative/
                                                )

                                            [5] => stdClass Object
                                                (
                                                    [lang] => en-IT
                                                    [url] => https://www.zendesk.it/blog/what-to-know-before-becoming-call-center-representative/
                                                )

                                            [6] => stdClass Object
                                                (
                                                    [lang] => en-JP
                                                    [url] => https://www.zendesk.co.jp/blog/what-to-know-before-becoming-call-center-representative/
                                                )

                                            [7] => stdClass Object
                                                (
                                                    [lang] => en-KR
                                                    [url] => https://www.zendesk.kr/blog/what-to-know-before-becoming-call-center-representative/
                                                )

                                            [8] => stdClass Object
                                                (
                                                    [lang] => en-LA
                                                    [url] => https://www.zendesk.com.mx/blog/what-to-know-before-becoming-call-center-representative/
                                                )

                                            [9] => stdClass Object
                                                (
                                                    [lang] => en-NL
                                                    [url] => https://www.zendesk.nl/blog/what-to-know-before-becoming-call-center-representative/
                                                )

                                            [10] => stdClass Object
                                                (
                                                    [lang] => en-BR
                                                    [url] => https://www.zendesk.com.br/blog/what-to-know-before-becoming-call-center-representative/
                                                )

                                            [11] => stdClass Object
                                                (
                                                    [lang] => en-RU
                                                    [url] => https://www.zendesk.com.ru/blog/what-to-know-before-becoming-call-center-representative/
                                                )

                                            [12] => stdClass Object
                                                (
                                                    [lang] => en-TW
                                                    [url] => https://www.zendesk.tw/blog/what-to-know-before-becoming-call-center-representative/
                                                )

                                            [13] => stdClass Object
                                                (
                                                    [lang] => en-TH
                                                    [url] => https://www.zendesk.com/th/blog/what-to-know-before-becoming-call-center-representative/
                                                )

                                            [14] => stdClass Object
                                                (
                                                    [lang] => en-GB
                                                    [url] => https://www.zendesk.co.uk/blog/what-to-know-before-becoming-call-center-representative/
                                                )

                                            [15] => stdClass Object
                                                (
                                                    [lang] => x-default
                                                    [url] => https://www.zendesk.com/blog/what-to-know-before-becoming-call-center-representative/
                                                )

                                        )

                                    [size] => 15
                                    [string] => en / en-DE / en-ES / en-FR / en-HK / en-IT / en-JP / en-KR / en-LA / en-NL / en-BR / en-RU / en-TW / en-TH / en-GB
                                )

                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 39
                                    [outboundSize] => 4
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => moving to remote work and staying that way
                                                    [href] => https://fortune.com/2020/09/11/future-of-the-call-center-ceo-daily/
                                                    [hrefDomain] => fortune.com
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => Active listening
                                                    [href] => https://www.thebalancecareers.com/active-listening-skills-with-examples-2059684
                                                    [hrefDomain] => thebalancecareers.com
                                                    [isOutbound] => 1
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [text] => average salaries of more than $48,000 per year
                                                    [href] => https://www.ziprecruiter.com/Salaries/Call-Center-Salary-per-Hour
                                                    [hrefDomain] => ziprecruiter.com
                                                    [isOutbound] => 1
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [text] => national average of $29,251 per year
                                                    [href] => https://www.indeed.com/career/call-center-representative/salaries
                                                    [hrefDomain] => indeed.com
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 3
                                            [name] => If you have any interest in working for a call center, here’s what you should know before you apply.
                                            [tag] => h3
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 4
                                                            [name] => Here's what you'll learn about becoming a call center representative:. 
                                                            [tag] => h4
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What is a call center representative?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What skills and qualifications do call center representatives need?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Must-haves. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Nice-to-haves. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => How much money does a call center representative make?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What equipment does a call center representative need?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [5] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Call centers are work-from-home opportunities. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 4
                                                            [name] => Subscribe to the blog. 
                                                            [tag] => h4
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [6] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Related stories. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 4
                                                            [name] => 
    
      Conversational UX: A beginner’s guide (+5 best practices)    
  . 
                                                            [tag] => h4
                                                            [children] => Array
                                                                (
                                                                    [0] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 
    
      3 ways to provide an AI customer experience    
  . 
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [1] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 
    
      Understanding customer lifecycle management    
  . 
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                    [2] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 
    
      8 ways to adopt and grow a customer service mindset    
  . 
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => We know. It’s a lot to take in.
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://d1eipm3vz40hy0.cloudfront.net/images/AMER/working+in+a+call+center.jpg
                                    [twitterImage] => https://d1eipm3vz40hy0.cloudfront.net/images/AMER/working+in+a+call+center.jpg
                                )

                            [schema_type] => Array
                                (
                                    [0] => Organization
                                    [1] => BlogPosting
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => Want to be a call center representative? Here’s what you need to know. If you have any interest in working for a call center, here’s what you should know before you apply. Published March 25, 2021 Last updated April 7, 2021 Due to COVID-19, there’s a growing number of remote call center jobs available online. According to Fortune, more and more high-volume call centers (or contact centers) are moving to remote work and staying that way, which means greater opportunity for work-from-home call center representatives. But don’t let the role’s high demand boost your confidence too much—getting a job as a call center representative still takes preparation. If you have any interest in pursuing a career as a call center, you’ll need to know the basics regarding job expectations and qualifications, salary, and remote work opportunities. Here's what you'll learn about becoming a call center representative:. What is a call center representative? What skills and qualifications do call center representatives need? How much money does a call center representative make? What equipment does a call center representative need? What is a call center representative? A call center representative, or call center agent, is someone who talks on the phone with customers or members of the public at a dedicated inbound or outbound call center. The agent helps people with questions, issues, or complaints about the product or service the call center is designed to support. A call center representative is responsible for a number of different tasks: Providing omnichannel support: Your primary responsibility will be talking to customers on the phone, but you may have to use other tools as well. These might include email, live chat, CRM software, or social media. Reps who are comfortable communicating on an array of channels are able to meet customers where they are. Coordinating with other teams and departments: Often, you won’t be able to solve an issue all on your own. You’ll need to forward it to someone else within the company or get input from another representative. You must be able to communicate with different people within a potentially large organization—all in service of helping customers or making a sale. Multitasking: During a call with a customer, you may be doing several different things at once on a computer. You’ll need to be able to maintain your focus on customer care and make callers feel as though they have your full attention while you’re juggling a few different processes to assist them. Troubleshooting customer problems: Customers will call in for help with a variety of issues or questions. To solve the issues or answer the questions, you’ll have to understand what the problem is, what the customer needs from you, and what information you need to solve the problem—and you’ll have to create a list of possible solutions and alternatives—all in a timely manner. Working at a call center is far more complex than just talking on the phone and Googling the solution; you must have the right skills and mindset to achieve maximum customer satisfaction. What skills and qualifications do call center representatives need? For an entry-level call center role, no one is going to expect you to have 10 years of experience or be able to make 100 calls a minute. But there are a few call center skills and qualifications that are essential even for newcomers—as well as some characteristics that are nice to have. Must-haves. Verbal communication skills: This is the most important one. It’s not just about having all the information at your fingertips; you also need to actively listen and then skillfully communicate the solutions. Active listening is about establishing rapport with customers and making sure they know that you understand them and their concerns. It’s an essential skill for diffusing tense situations with customers. You’ll also need to clearly explain to them how you can help, and you may have to walk them through complicated actions using a computer or software program—a difficult task on the phone. Empathy and adaptability: You’ll be talking to different types of people, all with diverse styles of communicating and varying needs, problems, or requests. Even though you'll often be working from scripts or templates, you must be able to understand what problems your customers are dealing with and how they’re being affected—and then adapt your tone and knowledge for any situation, with any kind of customer. Technical skills: You’ll be using a set of tools and call center software to do your job, and if you’re working remotely, you may be expected to implement them yourself on your own equipment. So, you’ll need to be self-sufficient with technology. Time management: With all the multitasking you’ll be doing, you’ll need to prioritize to-do list items. Time management skills will be essential to making sure you’re meeting your quotas, if you have them. Familiarity with a company’s products or services: Customer service representatives often need to help customers with issues, educate them about features, or upsell them on different products. Reps must have a deep understanding of the material themselves to build trust and communicate effectively. Ability to work with others: Physical call centers typically have many representatives working in close quarters. Even if you’re working remotely, you’ll be part of a team, and collaboration will be important. High school diploma: It may not be impossible to get a job as a call center agent without a high school degree, but it will definitely be more difficult. Nice-to-haves. Previous customer service experience: It will always be easier to get a job (even an entry-level one) if you’ve done it before. It won’t often be a requirement, but having prior experience in a customer-facing or customer support role will give you an edge. Availability at odd times: Sometimes, call centers will need to work the phones on weekends or at night, and not everyone is willing or able to do that—it’ll help you if you are. Multilingual: Wherever you’re working, there may be customers who speak different languages. Customer support is about meeting customers where they are, and if you can communicate effectively in two or more of the common languages the company's customers speak, you’ll be a better representative. Most of the must-have qualifications are directly related to the tasks you’ll be doing routinely, while the nice-to-haves will give you a competitive leg up. How much money does a call center representative make? Call center representative salaries vary widely by location. Places with high concentrations of tech companies, like California’s Bay Area, have average salaries of more than $48,000 per year. Some of the other places in the U.S. with the best pay for call center jobs are New York, Chicago, Austin, and Atlanta. On the other end of the spectrum are Mississippi, Alabama, and West Virginia, with salaries around 20 percent lower than the national average of $29,251 per year. Since the potential to work from home is high and increasing, it may be wise to try to balance the cost of living in expensive areas with the higher average salaries those areas provide. What equipment does a call center representative need? If you’re working in a physical call center, all your equipment will likely be provided for you. If you have a remote call center job, the company may provide you with this equipment or give you a stipend for it, but that’s not a guarantee. If the cost is a barrier for you, make sure to check job postings for mentions of how the company will help workers set up a home office. Here’s what call center reps may need to work from home: Desktop PC: You’ll want a strong, reliable desktop computer (laptop PCs and Macs are sometimes not allowed) to accommodate all the tasks you’ll need to do and the software you’ll need to use. Look for at least 1 GB of RAM and a 1Ghz–2Ghz processor. Internet connection: You’ll have to send emails; browse databases, features lists, etc.; and, potentially, communicate with customers if your company uses some kind of instant messaging. Wireless often isn’t reliable enough, so DSL or cable will be the way to go. Phone: Companies will have many different policies around phones, so be sure to inquire. Sometimes, a work phone will be provided. Other times, you’ll have to use your cell phone, a VoIP number, or a dedicated landline. Headset: You must be able to talk on the phone hands-free, and your voice should be clearly intelligible, so you’ll need a headset with a microphone and high-quality sound. Company software: You’ll need to become proficient in the messaging, calling, call-logging, or other software your company uses and have room for it on your computer. Workspace: Lastly, you must have somewhere quiet to work. You’ll be listening and talking nonstop and, quite possibly, exchanging confidential information with customers. It’s essential that you be in a space where no one overhears you and where you’ll be able to hear customers clearly. This is just a general overview of the equipment you’ll need for a home office. Every company will have different specifications and requirements, and you should always make sure you understand what will be needed so you don’t sign up to spend more money than you’re able to on equipment. Call centers are work-from-home opportunities. Many call centers are moving to the cloud, and with that shift comes a huge amount of flexibility and more opportunity to work as a call center representative from home. Whether you’re looking for full-time or part-time roles, you can work for a company based almost anywhere (thanks to call centers’ versatile hours) while residing in an area with a low cost of living. The most important call center representative skills in this new era will be the ones that allow you to work effectively from home: communicating well, having flexibility, shaping your office setup to serve your needs, and finding solutions independently. Now that you know what it takes to become a stellar call center representative, it’s time to spruce up your call center representative resume and start applying to roles. Subscribe to the blog. The best source of information for customer service, sales tips, guides, and industry best practices. Join us. Related stories. Article Conversational UX: A beginner’s guide (+5 best practices) . Conversational UX is quickly becoming a key ingredient in an exceptional customer experience, but getting started can be difficult. Here’s everything you need to know about conversational UX before you dive in. Artificial intelligence Design Article 3 ways to provide an AI customer experience . Learn how you can use AI to improve the customer experience at every touchpoint—and why you should. Artificial intelligence CRM Article Understanding customer lifecycle management . Businesses need to prioritize customer lifecycle management to both attract customers and retain them. Here’s how to get started with your own client lifecycle management program. Customer retention Customer satisfaction Article 8 ways to adopt and grow a customer service mindset . How do you ensure that your customer service team understands their role and leads the charge when it comes to driving customer satisfaction and loyalty? The answer: Help them adopt a customer service mindset. Customer retention Customer satisfaction We know. It’s a lot to take in. Sign up for our newsletter and read at your own pace.
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 44
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 41
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 41
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 40
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => representative
                                            [tf] => 20
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => call center representative
                                            [tf] => 16
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => center representative
                                            [tf] => 16
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => work
                                            [tf] => 15
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => company
                                            [tf] => 13
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => job
                                            [tf] => 11
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => home
                                            [tf] => 10
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 10
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => phone
                                            [tf] => 10
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => skill
                                            [tf] => 9
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => high
                                            [tf] => 8
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => equipment
                                            [tf] => 8
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => working
                                            [tf] => 8
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => qualification
                                            [tf] => 7
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => role
                                            [tf] => 7
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => software
                                            [tf] => 7
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => time
                                            [tf] => 7
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => customer service
                                            [tf] => 6
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => article
                                            [tf] => 6
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => problem
                                            [tf] => 6
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => experience
                                            [tf] => 6
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => center representative call
                                            [tf] => 5
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => representative call center
                                            [tf] => 5
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => representative call
                                            [tf] => 5
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => representatif
                                            [tf] => 5
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => salary
                                            [tf] => 5
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => issue
                                            [tf] => 5
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => communicate
                                            [tf] => 5
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => understand
                                            [tf] => 5
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => management
                                            [tf] => 5
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => customer satisfaction
                                            [tf] => 4
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => satisfaction
                                            [tf] => 4
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => essential
                                            [tf] => 4
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => area
                                            [tf] => 4
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => call center job
                                            [tf] => 3
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => call center representatif
                                            [tf] => 3
                                        )

                                    [40] => stdClass Object
                                        (
                                            [term] => equipment call center
                                            [tf] => 3
                                        )

                                    [41] => stdClass Object
                                        (
                                            [term] => call center agent
                                            [tf] => 3
                                        )

                                    [42] => stdClass Object
                                        (
                                            [term] => center job
                                            [tf] => 3
                                        )

                                    [43] => stdClass Object
                                        (
                                            [term] => center representatif
                                            [tf] => 3
                                        )

                                    [44] => stdClass Object
                                        (
                                            [term] => skill qualification
                                            [tf] => 3
                                        )

                                    [45] => stdClass Object
                                        (
                                            [term] => equipment call
                                            [tf] => 3
                                        )

                                    [46] => stdClass Object
                                        (
                                            [term] => center agent
                                            [tf] => 3
                                        )

                                    [47] => stdClass Object
                                        (
                                            [term] => problem customer
                                            [tf] => 3
                                        )

                                    [48] => stdClass Object
                                        (
                                            [term] => conversational ux
                                            [tf] => 3
                                        )

                                    [49] => stdClass Object
                                        (
                                            [term] => customer experience
                                            [tf] => 3
                                        )

                                    [50] => stdClass Object
                                        (
                                            [term] => lifecycle management
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 64
                            [rank] => 466
                        )

                    [19] => stdClass Object
                        (
                            [position] => 20
                            [title] => 7 Important Call Center Skills Every Agent Should Have | CallMiner
                            [url] => https://callminer.com/blog/7-important-call-center-skills-every-agent-should-have
                            [destination] => https://callminer.com › blog › 7-important-call-center-s...
                            [description] => Working in a call center can be fast-paced and stressful. Here are 7 essential call center skills the most successful call center agents should possess
                            [isAmp] => 
                            [organic_position] => 16
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => 7 Important Call Center Skills Every Agent Should Have
                            [serp_description] => Below, we have rounded up a few of the most important skills individuals can cultivate to work more effectively in any call center. Read on to learn what ...
                            [hostname] => callminer.com
                            [canonical] => https://callminer.com/blog/7-important-call-center-skills-every-agent-should-have
                            [h1] => 7 Important Call Center Skills Every Agent Should Have
                            [h2] => Array
                                (
                                    [0] => 1. Clarity in Communicating
                                    [1] => 2. Technical Proficiency and Understanding in/of Products/Services
                                    [2] => 3. Patience
                                    [3] => 4. Empathy
                                    [4] => 5. Problem-Solving and Flexibility
                                    [5] => 6. Listening Capacity
                                    [6] => 7. Organization
                                )

                            [h3] => Array
                                (
                                    [0] => Why this is important for call centers and their agents:
                                    [1] => Why this is important for call centers and their agents:
                                    [2] => Related Posts
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => 1. Clarity in Communicating
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => 2. Technical Proficiency and Understanding in/of Products/Services
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => 3. Patience
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => 4. Empathy
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => 5. Problem-Solving and Flexibility
                                        )

                                    [5] => stdClass Object
                                        (
                                            [text] => 6. Listening Capacity
                                        )

                                    [6] => stdClass Object
                                        (
                                            [text] => 7. Organization
                                        )

                                )

                            [type] => website
                            [wordCount] => 1407
                            [imgCount] => 21
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 177
                                    [outboundSize] => 5
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => important skills
                                                    [href] => https://www.qualtrics.com/experience-management/customer/service/
                                                    [hrefDomain] => qualtrics.com
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://twitter.com/CallMiner
                                                    [hrefDomain] => twitter.com
                                                    [isOutbound] => 1
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.facebook.com/CallMinerInc
                                                    [hrefDomain] => facebook.com
                                                    [isOutbound] => 1
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.linkedin.com/company/callminer/
                                                    [hrefDomain] => linkedin.com
                                                    [isOutbound] => 1
                                                )

                                            [4] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.youtube.com/channel/UC_F5QQrsBRRurxF9YIYDXgA
                                                    [hrefDomain] => youtube.com
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 6
                                            [name] => CallMiner Eureka Platform
                                            [tag] => h6
                                            [children] => Array
                                                (
                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://images.ctfassets.net/xj0skx6m69u2/2uoNnUCHuYCLxygHgRk5Qb/63e1028038ddf4d0f98bca8d45c6ffdf/Agents-in-Office-min-1.jpg?fm=jpg&w=1200&h=630&fit=fill&f=Center
                                )

                            [schema_type] => Array
                                (
                                    [0] => Organization
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => 7 Important Call Center Skills Every Agent Should Have The Team at CallMiner December 21, 2020 Share Working as a call center agent requires several soft skills to see the best results.Call centers are responsible for much more than mere issue resolution. These organizations serve as the remote faces of the companies they represent, directly interacting with clients in one-on-one personal interactions. Should a call center representative leave a customer with a bad impression of the brand or prove incapable of helping them, their perspective of the company could be damaged irreparably.The most skilled call center agents have more than a way with words and access to relevant customer data. They go above and beyond to fully satisfy callers, winning them over for repeat business with the brand they represent.Below, we have rounded up a few of the most important skills individuals can cultivate to work more effectively in any call center. Read on to learn what they are and why they matter.1. Clarity in Communicating. Keeping conversations clear and productive helps both in resolving customers’ issues as well as making a good impression.Why this is important for call centers and their agents:. Thinking through your responses and answering in clear, understandable language helps in saving time; less back and forth is needed between yourself and the customer.2. Technical Proficiency and Understanding in/of Products/Services. Domain expertise is an easily understood benefit to any call center’s staff. Ensuring agents have in-depth knowledge of the company’s products and services, as well as of common complaints and their solutions, can make a world of difference in the customer’s experience.Why this is important for call centers and their agents:. Customer service agents armed with the ins and outs of a product can make more appropriate recommendations and quickly solve more complex issues on a regular basis.3. Patience. Patience in a call center environment boils down to allowing customers the time they need to explain their concerns and actively assist along the way.Why this is important for call centers and their agents:. This skill truly shows its worth when it comes to dealing with particularly upset or confused customers. A patient representative who takes the time to work with them on their concerns will leave a lasting impression. On the other hand, a call center representative who fails to do so could turn the individual away from the company for good.4. Empathy. True empathy exhibited while on the job in a call center builds authenticity and positive rapport with worried, uncertain or distraught callers.Why this is important for call centers and their agents:. Knowing that their needs are understood and valued can set many customers at ease throughout the duration of a call, simplifying issue resolution significantly.5. Problem-Solving and Flexibility. Effective problem-solving typically centers on an agent’s ability to reason in the moment. An agent’s ability to then act on their own ideas can be enhanced with increased autonomy on the job.Why this is important for call centers and their agents:. Call center reps who can accurately define problems, evaluate them, and then solve them are guaranteed to help more customers in less time.6. Listening Capacity. The ability to listen intently to customers as they describe their difficulties pairs nicely with clear communication skills. Active listening helps ensure no important details are lost throughout the exchange.Why this is important for call centers and their agents:. Call center agents who listen can curb the number of calls needed for individual clients to resolve their problems. It allows agents to provide support and suggestions that account for all the details available to both parties.7. Organization. Being organized as a call center representative involves more than a tidy physical workspace. Varied organizational skills like note-taking, time management, and prioritizing help agents to handle daily workloads. Organization reduces the risk of losing track of the omnichannel customer journey and the details the customer has provided up to a given point in time.Why this is important for call centers and their agents:. As agents interact with multiple customers, maintaining a comprehensive record of their needs and requests keeps them from needing to start all over again on every call. This frees up time and energy for solving more complex problems. Additionally, customers appreciate not having to explain their concerns repeatedly with each contact.The skills every call center agent needs to succeed in such a fast-paced and demanding environment are largely the same skills needed to succeed in other aspects of daily life outside of work. Developing these skills is a worthy exercise in character building that strengthens confidence in and out of the office. Contact Center Operations Speech & Conversation Analytics North America EMEA APAC Whitepaper The Work from Home Supervisor . Learn how conversation analytics can improve remote agent coaching Whitepaper Inner Circle Guide to Outbound . Whitepaper Using Automated Scorecards to Improve Agent Performance . Related Posts. Tips for improving customer satisfaction (CSAT). Read this blog for tips on how you can overcome many of the challenges that surround CSAT and improve your organization's ability to please its custom... 25 of the best sales books to hone your skills in 2022. Even with the aid of technology innovations, being a top-performing sales professional requires skill and finesse. Here are 25 of the best sales books... 25 of the best sales books to hone your skills in 2022. Even with the aid of technology innovations, being a top-performing sales professional requires skill and finesse. Here are 25 of the best sales books... CallMiner is the global leader in conversational analytics to drive improvement of business performance. Using AI and machine learning technologies, CallMiner captures and analyzes 100% of conversations across all channels to deliver greater insight into the omnichannel customer experience. Emotion and sentiment analysis and automated customer journey map tools provide clearer understanding into the customer journey and how customers feel about every touchpoint. Automated performance scoring and deeper feedback from every conversation deliver the insight needed to optimize call center operations and agent and call center performance. CallMiner’s call center analytics also enables call center managers to create a culture of persistent improvement through real-time and post-call coaching, data-based feedback, and progress monitoring. Products Eureka Analyze Coach Alert Capture Visualize Redact Integrations Solutions Why CallMiner? Industry Solutions Use Case Solutions Role Solutions Customers Customer Stories Customer Success Resources Learning Center Forrester Wave Blog CallMiner Research Lab Events Support Company About Us Leadership Newsroom Partners Careers Contact Products Eureka Analyze Coach Alert Capture Visualize Redact Integrations Resources Learning Center Forrester Wave Blog CallMiner Research Lab Events Support Solutions Why CallMiner? Industry Solutions Use Case Solutions Role Solutions Customers Customer Stories Customer Success Company About Us Leadership Newsroom Partners Careers Contact Security Terms of Use Privacy Policy © CallMiner. All Rights Reserved.
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 30
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 29
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 26
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 26
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 25
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => center agent
                                            [tf] => 13
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => skill
                                            [tf] => 13
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => important
                                            [tf] => 12
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => call center agent
                                            [tf] => 11
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => callminer
                                            [tf] => 10
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => important call
                                            [tf] => 9
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => solution
                                            [tf] => 9
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => important call center
                                            [tf] => 8
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => company
                                            [tf] => 7
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => ability
                                            [tf] => 6
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => time
                                            [tf] => 6
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => sale
                                            [tf] => 6
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => product
                                            [tf] => 5
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => conversation
                                            [tf] => 5
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => problem
                                            [tf] => 5
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => 25 sale book
                                            [tf] => 4
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => 25 sale
                                            [tf] => 4
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => sale book
                                            [tf] => 4
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => issue
                                            [tf] => 4
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => organization
                                            [tf] => 4
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => representative
                                            [tf] => 4
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => work
                                            [tf] => 4
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => needed
                                            [tf] => 4
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => analytic
                                            [tf] => 4
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => performance
                                            [tf] => 4
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => 25
                                            [tf] => 4
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => book
                                            [tf] => 4
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => call center representative
                                            [tf] => 3
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => agent call center
                                            [tf] => 3
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => center representative
                                            [tf] => 3
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => agent call
                                            [tf] => 3
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => customer journey
                                            [tf] => 3
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => improve
                                            [tf] => 3
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => automated
                                            [tf] => 3
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => blog
                                            [tf] => 3
                                        )

                                    [40] => stdClass Object
                                        (
                                            [term] => technology
                                            [tf] => 3
                                        )

                                    [41] => stdClass Object
                                        (
                                            [term] => learning
                                            [tf] => 3
                                        )

                                    [42] => stdClass Object
                                        (
                                            [term] => capture
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 44
                            [rank] => 942687
                        )

                    [20] => stdClass Object
                        (
                            [position] => 21
                            [title] => The Side Effects From Working In A Call Center - Finding Kathy Brown
                            [url] => https://findingkathybrown.com/the-side-effects-from-working-at-a-call-center/
                            [destination] => https://findingkathybrown.com › the-side-effects-from-...
                            [description] => Side Effects Of Working In A Call Center - Lighthearted Classic - As someone who has worked in a call center, I have noticed long lasting side effects
                            [isAmp] => 
                            [organic_position] => 17
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => The Side Effects From Working In A Call Center - Finding ...
                            [serp_description] => Empathy for everything and everyone – call center representative · The Inability To Speak On The Phone After Finishing Your Shift – · Weight Gain – sense humor ?
                            [hostname] => findingkathybrown.com
                            [canonical] => https://findingkathybrown.com/the-side-effects-from-working-at-a-call-center/
                            [h1] => The Side Effects From Working In A Call Center
                            [h2] => Array
                                (
                                    [0] => Empathy for everything and everyone – call center representative
                                    [1] => The Inability To Speak On The Phone After Finishing Your Shift –
                                    [2] => Weight Gain – sense humor ? call centre
                                    [3] => Nausea – call centre
                                    [4] => High Blood Pressure- call center
                                    [5] => Paranoia – sense humor ? call centers
                                    [6] => Panic Attacks – call center
                                )

                            [h3] => Array
                                (
                                    [0] => 11 Ways To Overcome Call Center Burnout
                                    [1] => 99 things to do in Jacksonville, FL Today
                                    [2] => About Call Center Skills 101
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => Empathy for everything and everyone – call center representative
                                            [id] => h-empathy-for-everything-and-everyone-call-center-representative
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => The Inability To Speak On The Phone After Finishing Your Shift –
                                            [id] => h-the-inability-to-speak-on-the-phone-after-finishing-your-shift
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => Weight Gain – sense humor ? call centre
                                            [id] => h-weight-gain-sense-humor-call-centre
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => Nausea – call centre
                                            [id] => h-nausea-call-centre
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => High Blood Pressure- call center
                                            [id] => h-high-blood-pressure-call-center
                                        )

                                    [5] => stdClass Object
                                        (
                                            [text] => Paranoia – sense humor ? call centers
                                            [id] => h-paranoia-sense-humor-call-centers
                                        )

                                    [6] => stdClass Object
                                        (
                                            [text] => Panic Attacks – call center
                                            [id] => h-panic-attacks-call-center
                                        )

                                )

                            [published_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 5o June 2016
                                    [dateISO] => 2016-06-05T15:38:51+00:00
                                )

                            [modified_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 25o August 2021
                                    [dateISO] => 2021-08-25T12:08:54+00:00
                                )

                            [type] => article
                            [wordCount] => 712
                            [imgCount] => 6
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 12
                                    [outboundSize] => 0
                                    [list] => Array
                                        (
                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Empathy for everything and everyone – call center representative. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => The Inability To Speak On The Phone After Finishing Your Shift – . 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Weight Gain – sense humor ? call centre. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Nausea – call centre. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => High Blood Pressure- call center . 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [5] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Paranoia  – sense humor ? call centers. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [6] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Panic Attacks – call center. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 11 Ways To Overcome Call Center Burnout. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 99 things to do in Jacksonville, FL Today. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => About Call Center Skills 101. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://findingkathybrown.com/wp-content/uploads/2016/06/shutterstock_660511369.jpg
                                )

                            [schema_type] => Array
                                (
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => The Side Effects From Working In A Call CenterAs someone actively working a long career in an inbound call center, I have noticed long-lasting side effects no one ever speaks of.  Employees of contact centers will notice changes in behaviors due to the type of work and call center culture.  See if you agree with The Side Effects From Working In A Call Center. If you sense humor – I’d be now than happy to help you.Let’s see how many you have experienced. A lighthearted look inside a call center.Empathy for everything and everyone – call center representative.  You will be so conditioned to apologizing for everything, that you will do this with friends and family alike.  You sure won’t mean it when you show concern, but your brain is now conditioned to start every sentence with: “I understand your concern.” The Inability To Speak On The Phone After Finishing Your Shift – .  What this means is, don’t call me on the phone ever.  I will text or email, but the thought of bringing a phone up to my ear is just too painful.  If you do happen to reach me by phone, know that I will control the call and have you off the phone in three hundred and forty seconds flat. Customer service agents hate talking on the phone.Weight Gain – sense humor ? call centre.  Inbound call center representatives will be tethered to a five-foot phone line eight hours a day. Sitting in a cubical with no means of walking around. Bring snacks to your desk from the vending machine and proceed to snack all day long.  Your co-workers will enable you, by bringing in food and homemade cakes. Nausea – call centre. Now, this may be true for other large offices that many people work at, but I have noticed this specific to call centers.  Don’t bring in any food that requires refrigeration.  Opening the shared refrigerator at work can cause extreme nausea.  There is a whole ecosystem of old rotting food that can be smelled as soon as the door is opened. High Blood Pressure- call center .   You will speak to at least one customer a day, which will have you re-think your career decision and overall kindness in the world.  They will curse you, yell and scream.  You on the other hand will remain calm as you are trained.  Inside your blood will be boiling and there’s a good likelihood you will hang up the phone and throw something.  You may even find yourself in the bathroom in tears.Paranoia  – sense humor ? call centers.  The life of a call center employee entails constant virtual monitoring. All inbound call employees are recorded and monitored for quality assurance purposes, by previous inbound agents. Need I say more call center representatives. Agents are always hoping that one awful call of the day is not the one picked, but it always is.Image: CanvaPanic Attacks – call center.  This will happen when you finally receive an offline position such as floor support, training, or in my case quality assurance.  There will be that moment when the phone lines are blowing up and some manager comes up to you and says: “need you back on the phones.”  This is the point where you would rather stab yourself in the eye than take a phone call.  Panic will set in and you may even have to go homesick. Congratulations – you have arrived in the life of a call center employee. 11 Ways To Overcome Call Center Burnout. No one ever said working in a call center environment would be easy. The stress of customer service work in a contact center can be hard, leading toRead More99 things to do in Jacksonville, FL Today. Listed below – must-see attractions in and around the amazing city of Jacksonville, Florida, USA – 99 things to do Jacksonville, Fl –Read MoreAbout Call Center Skills 101. ABOUT CALL CENTER SKILLS 101 – Definition of a CSR’s job sounds pretty straight-forward. The customer is calling with a problem and we get paidRead MoreNext Post: How A Man Is Supposed To Treat A Woman →
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 25
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 18
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 16
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => phone
                                            [tf] => 11
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => day
                                            [tf] => 6
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => employee
                                            [tf] => 5
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => long
                                            [tf] => 4
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => speak
                                            [tf] => 4
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => working
                                            [tf] => 4
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => inbound
                                            [tf] => 4
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => work
                                            [tf] => 4
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 4
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => side effect
                                            [tf] => 3
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => working call
                                            [tf] => 3
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => inbound call
                                            [tf] => 3
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => sense humor
                                            [tf] => 3
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => side
                                            [tf] => 3
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => effect
                                            [tf] => 3
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => sense
                                            [tf] => 3
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => humor
                                            [tf] => 3
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 3
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => food
                                            [tf] => 3
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => jacksonville
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 35
                            [rank] => 4965040
                        )

                    [21] => stdClass Object
                        (
                            [position] => 22
                            [title] => Working in a Call Center: The Definitive Guide
                            [url] => https://aircall.io/blog/call-center/working-in-a-call-center/
                            [destination] => https://aircall.io › blog › working-in-a-call-center
                            [description] => Thinking of working in a call center? Read on to learn all you need to know about what to expect and how to prepare for a call center position!
                            [isAmp] => 
                            [date] => Oct 7, 2016
                            [organic_position] => 18
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => Working in a Call Center: The Definitive Guide - Aircall
                            [serp_description] => Thinking of working in a call center? Read on to learn all you need to know about what to expect and how to prepare for a call center ...
                            [hostname] => aircall.io
                            [canonical] => https://aircall.io/blog/call-center/working-in-a-call-center/
                            [h1] => Working in a Call Center: The Definitive Guide
                            [h2] => Array
                                (
                                    [0] => Call center job description
                                    [1] => What are the requisite skills?
                                    [2] => Call center resume dos & don’ts
                                    [3] => Preparing for the interview
                                    [4] => Where can I look for call center jobs near me?
                                )

                            [h3] => Array
                                (
                                    [0] => Call center manager
                                    [1] => Team leader
                                    [2] => Trainer
                                    [3] => Telemarketer
                                    [4] => Call center agent/call center representative
                                    [5] => Technical support agent/representative
                                    [6] => Communicating with ease
                                    [7] => Articulating knowledge retention and creativity
                                    [8] => Displaying dependability and discipline
                                    [9] => Possessing a calm and personable manner
                                    [10] => Even under pressure!
                                    [11] => Multi-tasking
                                    [12] => Staying goal-orientated
                                    [13] => Flexibility
                                    [14] => What are the challenges to working in a call center?
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => Call center job description
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => What are the requisite skills?
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => Call center resume dos & don’ts
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => Preparing for the interview
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => Where can I look for call center jobs near me?
                                        )

                                )

                            [published_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 7o October 2016
                                    [dateISO] => 2016-10-07T16:33:39+00:00
                                )

                            [modified_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 18o November 2019
                                    [dateISO] => 2019-11-18T22:49:35+00:00
                                )

                            [type] => article
                            [wordCount] => 2207
                            [imgCount] => 14
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 66
                                    [outboundSize] => 7
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => new channels to consider
                                                    [href] => https://appirio.com/cloud-powered-blog/why-omni-channel-support-is-important-to-organizations
                                                    [hrefDomain] => appirio.com
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => honed with customer service experience
                                                    [href] => https://www.callcentrehelper.com/the-4-skills-you-cant-teach-but-call-centre-staff-need-78266.htm
                                                    [hrefDomain] => callcentrehelper.com
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [text] => the increasing number of call centers being insourced
                                                    [href] => http://www.forbes.com/sites/bmoharrisbank/2012/12/17/why-outsourced-jobs-are-returning-stateside/#1a89396b21fbhttp://www.forbes.com/sites/bmoharrisbank/2012/12/17/why-outsourced-jobs-are-returning-stateside/#1a89396b21fb
                                                    [hrefDomain] => forbes.com
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [text] => which is more important than ever
                                                    [href] => https://www.salesforce.com/blog/2013/10/customer-service-stats-55-of-consumers-would-pay-more-for-a-better-service-experience.html
                                                    [hrefDomain] => salesforce.com
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [4] => stdClass Object
                                                (
                                                    [text] => callcentrejob.ca
                                                    [href] => http://callcentrejob.ca
                                                    [hrefDomain] => callcentrejob.ca
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [5] => stdClass Object
                                                (
                                                    [text] => kellyservices.us
                                                    [href] => http://www.kellyservices.us
                                                    [hrefDomain] => kellyservices.us
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [6] => stdClass Object
                                                (
                                                    [text] => a shift is underway
                                                    [href] => http://www.databasesystemscorp.com/tech-telecommuting_call_center_31.htm
                                                    [hrefDomain] => databasesystemscorp.com
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Call center job description. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Call center manager. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Team leader. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Trainer. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Telemarketer. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [4] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Call center agent/call center representative. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [5] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Technical support agent/representative. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What are the requisite skills?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Communicating with ease. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Articulating knowledge retention and creativity. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Displaying dependability and discipline. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Possessing a calm and personable manner. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [4] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Even under pressure!
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [5] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Multi-tasking. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [6] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Staying goal-orientated. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [7] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Flexibility. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Call center resume dos & don’ts. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Preparing for the interview. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Where can I look for call center jobs near me?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => What are the challenges to working in a call center?
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                    [0] => stdClass Object
                                                                        (
                                                                            [level] => 5
                                                                            [name] => Solutions
                                                                            [tag] => h5
                                                                            [children] => Array
                                                                                (
                                                                                    [0] => stdClass Object
                                                                                        (
                                                                                            [level] => 5
                                                                                            [name] => Product
                                                                                            [tag] => h5
                                                                                            [children] => Array
                                                                                                (
                                                                                                )

                                                                                        )

                                                                                    [1] => stdClass Object
                                                                                        (
                                                                                            [level] => 5
                                                                                            [name] => Features
                                                                                            [tag] => h5
                                                                                            [children] => Array
                                                                                                (
                                                                                                )

                                                                                        )

                                                                                    [2] => stdClass Object
                                                                                        (
                                                                                            [level] => 5
                                                                                            [name] => Resources
                                                                                            [tag] => h5
                                                                                            [children] => Array
                                                                                                (
                                                                                                )

                                                                                        )

                                                                                    [3] => stdClass Object
                                                                                        (
                                                                                            [level] => 5
                                                                                            [name] => Company
                                                                                            [tag] => h5
                                                                                            [children] => Array
                                                                                                (
                                                                                                )

                                                                                        )

                                                                                )

                                                                        )

                                                                )

                                                        )

                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [twitterImage] => https://blog.aircall.io/wp-content/uploads/2016/10/working-in-a-call-center-guide.jpg
                                )

                            [schema_type] => Array
                                (
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => Working in a Call Center: The Definitive Guide Back to blog by Lola Barbier 7 October 2016 View Customer Stories Share: Working in a call center means being the first point of contact for a customer getting in touch with a company. As customers in every industry become more tech-savvy, the call center model has been evolving. More and more call centers are moving back from outsourced outposts in the developing world, and several have gone completely virtual. This is due to the increased expectations of customers. They require informed, efficient counsel, without the concern of a language barrier. Customers want to feel valued by the businesses they patron. Therefore, if companies hope to retain their business, customer satisfaction is of paramount importance. Consequently, the skill set sought after in a call center team member has also evolved. There are now new channels to consider when dealing with customer satisfaction. This guide will walk you through what it takes to be a great call center employee. Call center job description. Firstly, there are different yet complementary roles necessary to the smooth operation of a call center: Call center manager. Oversees the call center as a whole. Makes sure the team meets its objectives. Stays on top of metrics, and adjusts the company’s direction if necessary. Is the call center’s backbone, and can be relied upon to keep the machine running. Ready to build better conversations? Simple to set up. Easy to use. Powerful integrations. Try for free Team leader. Supervises and co-ordinates call center agents and liaises with management. Will serve as the intermediary between agents and manager, and will weigh in on day-to-day matters. Trainer. Leads the initial call center training program, and any additional courses. Is responsible for getting new agents up to snuff, and keeping everyone on the same page. Will be well versed in the ins and out of successful customer interaction. Telemarketer. Specialises in outbound calls. Contacts and targets potential customers for the sale of products and services. Acquires new business, but also secures existing customers by offering additional services. Call center agent/call center representative. Specializes in inbound calls. Screens and logs calls, forwards them to a qualified handler if need be. Verifies client information, answers questions, keeps track of past interactions and logs them in the client’s file. Technical support agent/representative. Answers technical questions on the use of a product or service. Can be specialised, or also cover the duties of the previous post (in the case of a smaller center, for instance). Furthermore, call center representative duties can vary with their purpose: acquiring new customers, retaining current ones, doing market research, answering questions, providing support, etc. Working in a call center, whatever the role, requires a baseline of similar skills. These will be explored in more depth below. Call center managers are slightly different, of course. We’ve previously explored the skills required to be a manager. Nevertheless, most managers were once agents. In fact, call center can be an excellent environment in which to learn a trade. The possibilities for advancement are readily available for the agents dedicated enough, through repeated excellent performance. Increasingly, as call centers go virtual, agents tend to work from home. As a result their roles change slightly. Without being surrounded by colleagues and in close proximity to a manager, remote agents must be especially thorough. They must impose a great-deal of discipline and self-accountability, and in a sense be their own managers. Naturally, call center team members must be able to operate as a cohesive unit. Call center software providers are well aware of this, and strive to develop tools to let call centers, onsite and remote alike, run like well oiled machines. What are the requisite skills? Working in a call center requires a professional veneer, and a customer-focused attitude. As the ambassador to the business you represent, you will need to make every interaction a means to grow customer loyalty. Some of those skills cannot exactly be taught academically, but rather are honed with customer service experience. Being a successful call center team member has a great deal to do with temperament. Here’s a list of the abilities seen in all well-rounded call center team representatives: Communicating with ease. Whether orally or on paper, you’ll need to communicate well. You’re hoping to be the first and last person with whom the customer will need to interact in order to solve their problem. You’ll face many different kinds of customers, all grappling with various predicaments. First call resolution is your objective, and solid communication skills are necessary to satisfying the customer. Articulating knowledge retention and creativity. During your training period, you’ll learn all need to know about your employer’s business model, service, or product. That’s a lot of information to take in. Nevertheless, in practice, you’ll be confronted with situations which don’t follow the script. That’s where the creativity comes in. Unflappable improvisational skills are required in order to meet a client’s out-of-the-box demands, while maintaining a cordial and helpful attitude. With the increasing number of call centers being insourced, customers have come to expect a higher level of knowledge. Displaying dependability and discipline. Whether you find yourself working in a call center base, or remotely from your own home, you will need to follow a strict schedule. You’ll need to start on time, take fixed breaks, and meet your supervisor’s expectations in terms of metrics. Good call center agents are reliable, commit to projects, and display a strong work ethic. If you are working remotely, this schedule and discipline will need to be self-imposed. Consequently, this could be easier, or more difficult, depending on your temperament and work style. Possessing a calm and personable manner. You will be the company’s first rampart, and interact with customers all day. Stellar customer service skills are subtle and require dedication. Hence, a calm tone of voice, a friendly demeanor, and a listening ear will go a long way. Let the customer speak first, and tell you all about their reason for calling. This means you won’t need to ask them to repeat themselves, and it gives you time to ponder ways to help them. Most importantly, the customer will appreciate your attentiveness and honest interest. Even under pressure! Chances are, if customers are calling up your company, they have something on their mind and might want to give you a piece of it. It’s crucial to keep a level head, and focus on resolution. Especially as you’re starting out, don’t be afraid to ask for help from your manager. Confidence is tantamount to becoming a good call center agent, but you need to cultivate it. Indeed, the more high-pressure situations you successfully defuse, the more at ease you’ll feel. This skill will allow you to develop true customer loyalty, which is more important than ever. Multi-tasking. Working in a call center, you’ll need to stoke several fires at once. Listening to the customer, keeping notes, looking through their file, the list goes on. You will need to prioritize effectively. The ability to multi-task without losing track of the customer is a complex skill to acquire, albeit an impressive one. Thankfully, call center software providers try very hard to make their interfaces simple and easy to use, for the benefit of agents everywhere. Staying goal-orientated. Having clear and specific goals will help you stay focused and motivated, especially if you are working remotely. Going above and beyond means setting goals to delight the customer and cultivate brand loyalty. Flexibility. Depending on your call center’s model, you might be specifically hired to handle call overflow, or to work odd hours. If you are working onsite, you will need to be available when it is expected of you. If you work from home, you’ll need an environment conducive to concentration. Call center resume dos & don’ts. We’ve looked at the hiring process from a call center manager’s perspective in another article. Here’s the other side of the coin. Writing a resume for a call center position isn’t terribly different from most jobs. However, just because the position is entry-level doesn’t mean you can turn in a lackluster effort. You need to demonstrate knowledge of the company’s product or service, as well as their situation and goals. Therefore, it’s a good idea to do some research on your potential employer before the interview. It’s important to present yourself well, clearly list your assets, and show your motivation. Here are a few pointers: Do: List any prior experience working in a call center, or in the field of customer service. Don’t: List every past post if it’s not directly relevant. Don’t: Sweat it if this is your first job. Focus on getting across your motivation and willingness to learn. Do: List transferable hard and soft skills (software, languages, etc.), and achievements (how you may have directly helped your previous employer succeed and grow). Don’t: Tell your life’s story. Keep it short and focused. Do: Provide solid references, people are forewarned and who have agreed to be contacted. Don’t: Add “references available upon request”. It manages to come off as both snooty and shifty simultaneously. Do: Use evocative language. Shy away from buzzwords and clichés. Don’t: Lie. It’s just the worst idea. Do: Proofread for any errors or typos. Use a clear format. Don’t: Go overboard with fonts or layout. You need to project professionalism. Preparing for the interview. The interview for a call center position implies a lot of the usual expectations for the candidate. This means arriving on time, dressing appropriately, and projecting interest, confidence, and reliability. Pay attention to your body language. You will need to demonstrate evidence of the qualities listed above. The common job interview questions about experience and personality will apply. Here is a sample of interview questions specific to the position. What is your call center experience? Why do you want to work in our call center? Why do you feel you would excel at the position? With which software applications are you familiar? How would you handle multi-tasking, or a high-pressure situation with a client? For inbound call centers: What was the size of the customer database you worked with previously? How many calls did you take per hour? What was the average length of each call? What is your average first call resolution rate? For outbound call centers: Which products and services have you promoted? What steps do you take to qualify prospects? How do you obtain customer leads? What is your conversion ratio? Some of these questions are more relevant for applicants with prior experience. While the latter is always welcome in a prospective hire, it may not be mandatory. In addition to this, some hiring processes will include a competence-based test. It will usually involve multiple-choice questions. You’ll need to self-assess your reaction in given scenarii. You’ll also be assessed on your typing ability, reading speed, and computer knowledge. You’ The cost of continually training new agents is high, and training periods last several weeks. Therefore, managers will want to be sure you’re a solid contender before enrolling you into the training program. Where can I look for call center jobs near me? Aside from the usual suspects for general job listings, here is a selection of resources dedicated to call center vacancies: callcentrejob.ca kellyservices.us What are the challenges to working in a call center? As with any post, working in a call center is not without its tribulations. The learning curve is steep at first. Furthermore, the schedule, whether self-imposed or not, can be intimidating. It’s no secret that the industry knows a high turnover rate. However, with the advent of VOIP technology, the multiplication of virtual call centers, and the increasing number of remote agents, a shift is underway. Moreover, updated training methods have also decreased attrition rates and reduced turnover. Customer happiness is a metric of overwhelming importance for almost every business, and its realization is a lot of work. Therefore, becoming a call center agent is a more viable career perspective than ever. We hope this guide was useful to any reader wondering if working in a call center could be right for them. Let us know what you thought! Share: Ready to build better conversations? Simple to set up. Easy to use. Powerful integrations. Try for free The phone system for modern business Solutions Call Center Support Sales Phone System Ecommerce Non-profits Product Integrations Quality and reliability Apps Pricing Country coverage Request a demo Features PowerDialer IVR Call Routing Call Center Analytics CTI Integration Click to Dial Resources Blog Knowledge Base Customer Stories Partner Stories Become a Partner Build an Integration VoIP Documentation Glossary Speed Test Company Contact Us About Us Careers We're hiring Press Uptime Brand © Aircall Sitemap
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 61
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 54
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 53
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 32
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => working
                                            [tf] => 13
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 13
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => manager
                                            [tf] => 11
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => skill
                                            [tf] => 11
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => working call center
                                            [tf] => 10
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => working call
                                            [tf] => 10
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => company
                                            [tf] => 10
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => question
                                            [tf] => 9
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 9
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => business
                                            [tf] => 8
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => client
                                            [tf] => 7
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => experience
                                            [tf] => 7
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => product
                                            [tf] => 7
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => work
                                            [tf] => 7
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => goal
                                            [tf] => 6
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => team
                                            [tf] => 6
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => job
                                            [tf] => 6
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => training
                                            [tf] => 6
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => list
                                            [tf] => 6
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => product service
                                            [tf] => 5
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => require
                                            [tf] => 5
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => mean
                                            [tf] => 5
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => integration
                                            [tf] => 5
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => knowledge
                                            [tf] => 5
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => position
                                            [tf] => 5
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => interview
                                            [tf] => 5
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => call center team
                                            [tf] => 4
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => call center agent
                                            [tf] => 4
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => center manager
                                            [tf] => 4
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => center team
                                            [tf] => 4
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => center agent
                                            [tf] => 4
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => language
                                            [tf] => 4
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => software
                                            [tf] => 4
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => situation
                                            [tf] => 4
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => high
                                            [tf] => 4
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => center team member
                                            [tf] => 3
                                        )

                                    [40] => stdClass Object
                                        (
                                            [term] => call center manager
                                            [tf] => 3
                                        )

                                    [41] => stdClass Object
                                        (
                                            [term] => team member
                                            [tf] => 3
                                        )

                                    [42] => stdClass Object
                                        (
                                            [term] => customer service
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 49
                            [rank] => 39424
                        )

                    [22] => stdClass Object
                        (
                            [position] => 23
                            [title] => How to Be a Call Center Agent: 14 Steps (with Pictures) - wikiHow
                            [url] => https://www.wikihow.com/Be-a-Call-Center-Agent
                            [destination] => https://www.wikihow.com › Work World › Occupations
                            [description] => Working at a call center requires discipline and communications skills. As a customer service representative, you'll encounter complaints as well as questions about the company you work for. A call center is a fast-paced environment, so..
                            [isAmp] => 
                            [organic_position] => 19
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => How to Be a Call Center Agent - wikiHow
                            [serp_description] => Working at a call center requires discipline and communications skills. As a customer service representative, you'll encounter complaints as well as ...
                            [hostname] => wikihow.com
                            [canonical] => https://www.wikihow.com/Be-a-Call-Center-Agent
                            [h1] => How to Be a Call Center Agent
                            [h2] => Array
                                (
                                    [0] => Steps
                                    [1] => Community Q&A
                                    [2] => Video .By using this service, some information may be shared with YouTube.
                                    [3] => Tips
                                    [4] => You Might Also Like
                                    [5] => References
                                    [6] => About This Article
                                    [7] => Reader Success Stories
                                    [8] => Did this article help you?
                                )

                            [h3] => Array
                                (
                                    [0] => Log in
                                    [1] => Part 1 Part 1 of 3:Becoming a Call Center Agent Download Article
                                    [2] => Part 2 Part 2 of 3:Being a Good Employee Download Article
                                    [3] => Part 3 Part 3 of 3:Dealing with Customers Download Article
                                    [4] => You Might Also Like
                                    [5] => Featured Articles
                                    [6] => Trending Articles
                                    [7] => Featured Articles
                                    [8] => New Pages
                                    [9] => Featured Articles
                                    [10] => Watch Articles
                                    [11] => Trending Articles
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => Steps
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => Community Q&A
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => Video .By using this service, some information may be shared with YouTube.
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => Tips
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => You Might Also Like
                                        )

                                    [5] => stdClass Object
                                        (
                                            [text] => References
                                        )

                                    [6] => stdClass Object
                                        (
                                            [text] => About This Article
                                            [id] => sp_h2
                                        )

                                    [7] => stdClass Object
                                        (
                                            [text] => Reader Success Stories
                                            [id] => ur_h2
                                        )

                                    [8] => stdClass Object
                                        (
                                            [text] => Did this article help you?
                                            [id] => article_rating_header
                                        )

                                )

                            [type] => article
                            [wordCount] => 4340
                            [imgCount] => 92
                            [lang] => stdClass Object
                                (
                                    [langLinks] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [lang] => en
                                                    [url] => https://www.wikihow.com/Be-a-Call-Center-Agent
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [lang] => es
                                                    [url] => https://es.wikihow.com/ser-un-agente-de-call-center
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [lang] => it
                                                    [url] => https://www.wikihow.it/Essere-un-Buon-Centralinista
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [lang] => ru
                                                    [url] => https://ru.wikihow.com/%D0%B1%D1%8B%D1%82%D1%8C-%D0%BE%D1%82%D0%BB%D0%B8%D1%87%D0%BD%D1%8B%D0%BC-%D0%BE%D0%BF%D0%B5%D1%80%D0%B0%D1%82%D0%BE%D1%80%D0%BE%D0%BC-%D0%BA%D0%BE%D0%BB%E2%80%93%D1%86%D0%B5%D0%BD%D1%82%D1%80%D0%B0
                                                )

                                            [4] => stdClass Object
                                                (
                                                    [lang] => fr
                                                    [url] => https://fr.wikihow.com/travailler-dans-un-centre-d%27appels
                                                )

                                        )

                                    [size] => 5
                                    [string] => en / es / it / ru / fr
                                )

                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 329
                                    [outboundSize] => 27
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.facebook.com/wikiHow?utm_source=wikihow&utm_medium=promopair&utm_campaign=soci_v03
                                                    [hrefDomain] => facebook.com
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => http://searchcrm.techtarget.com/answer/Preparing-for-a-call-center-agent-job-interview-What-skills-are-required
                                                    [href] => http://searchcrm.techtarget.com/answer/Preparing-for-a-call-center-agent-job-interview-What-skills-are-required
                                                    [hrefDomain] => techtarget.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [text] => https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm
                                                    [href] => https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm
                                                    [hrefDomain] => bls.gov
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [text] => http://searchcrm.techtarget.com/answer/Preparing-for-a-call-center-agent-job-interview-What-skills-are-required
                                                    [href] => http://searchcrm.techtarget.com/answer/Preparing-for-a-call-center-agent-job-interview-What-skills-are-required
                                                    [hrefDomain] => techtarget.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [4] => stdClass Object
                                                (
                                                    [text] => https://www.exprosearch.com/guides-on-how-to-become-a-call-center-agent-part-2/
                                                    [href] => https://www.exprosearch.com/guides-on-how-to-become-a-call-center-agent-part-2/
                                                    [hrefDomain] => exprosearch.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [5] => stdClass Object
                                                (
                                                    [text] => https://www.getinterviews.com/powerful-resume-for-powerful-results.html
                                                    [href] => https://www.getinterviews.com/powerful-resume-for-powerful-results.html
                                                    [hrefDomain] => getinterviews.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [6] => stdClass Object
                                                (
                                                    [text] => https://www.exprosearch.com/guides-on-how-to-become-a-call-center-agent-part-2/
                                                    [href] => https://www.exprosearch.com/guides-on-how-to-become-a-call-center-agent-part-2/
                                                    [hrefDomain] => exprosearch.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [7] => stdClass Object
                                                (
                                                    [text] => http://searchcrm.techtarget.com/answer/Preparing-for-a-call-center-agent-job-interview-What-skills-are-required
                                                    [href] => http://searchcrm.techtarget.com/answer/Preparing-for-a-call-center-agent-job-interview-What-skills-are-required
                                                    [hrefDomain] => techtarget.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [8] => stdClass Object
                                                (
                                                    [text] => https://www.talkdesk.com/blog/9-top-qualities-of-a-successful-call-center-agent
                                                    [href] => https://www.talkdesk.com/blog/9-top-qualities-of-a-successful-call-center-agent
                                                    [hrefDomain] => talkdesk.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [9] => stdClass Object
                                                (
                                                    [text] => https://www.adeccousa.com/employers/resources/best-traits-call-center-agents/
                                                    [href] => https://www.adeccousa.com/employers/resources/best-traits-call-center-agents/
                                                    [hrefDomain] => adeccousa.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [10] => stdClass Object
                                                (
                                                    [text] => http://www.colour-affects.co.uk/psychological-properties-of-colours
                                                    [href] => http://www.colour-affects.co.uk/psychological-properties-of-colours
                                                    [hrefDomain] => colour-affects.co.uk
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [11] => stdClass Object
                                                (
                                                    [text] => https://www.callcentrehelper.com/11-things-a-call-centre-agent-should-never-say-but-many-do-68516.htm
                                                    [href] => https://www.callcentrehelper.com/11-things-a-call-centre-agent-should-never-say-but-many-do-68516.htm
                                                    [hrefDomain] => callcentrehelper.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [12] => stdClass Object
                                                (
                                                    [text] => https://www.talkdesk.com/blog/9-top-qualities-of-a-successful-call-center-agent
                                                    [href] => https://www.talkdesk.com/blog/9-top-qualities-of-a-successful-call-center-agent
                                                    [hrefDomain] => talkdesk.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [13] => stdClass Object
                                                (
                                                    [text] => https://www.themuse.com/advice/4-brilliant-tips-for-dealing-with-angry-customers
                                                    [href] => https://www.themuse.com/advice/4-brilliant-tips-for-dealing-with-angry-customers
                                                    [hrefDomain] => themuse.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [14] => stdClass Object
                                                (
                                                    [text] => http://blog.livehelpnow.net/are-talkative-customers-clogging-up-the-phone-lines/
                                                    [href] => http://blog.livehelpnow.net/are-talkative-customers-clogging-up-the-phone-lines/
                                                    [hrefDomain] => livehelpnow.net
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [15] => stdClass Object
                                                (
                                                    [text] => https://www.callcentrehelper.com/11-things-a-call-centre-agent-should-never-say-but-many-do-68516.htm
                                                    [href] => https://www.callcentrehelper.com/11-things-a-call-centre-agent-should-never-say-but-many-do-68516.htm
                                                    [hrefDomain] => callcentrehelper.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [16] => stdClass Object
                                                (
                                                    [text] => https://www.talkdesk.com/blog/9-top-qualities-of-a-successful-call-center-agent
                                                    [href] => https://www.talkdesk.com/blog/9-top-qualities-of-a-successful-call-center-agent
                                                    [hrefDomain] => talkdesk.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [17] => stdClass Object
                                                (
                                                    [text] => http://blog.livehelpnow.net/are-talkative-customers-clogging-up-the-phone-lines/
                                                    [href] => http://blog.livehelpnow.net/are-talkative-customers-clogging-up-the-phone-lines/
                                                    [hrefDomain] => livehelpnow.net
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [18] => stdClass Object
                                                (
                                                    [text] => https://www.talkdesk.com/blog/9-top-qualities-of-a-successful-call-center-agent
                                                    [href] => https://www.talkdesk.com/blog/9-top-qualities-of-a-successful-call-center-agent
                                                    [hrefDomain] => talkdesk.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [19] => stdClass Object
                                                (
                                                    [text] => https://www.callcentrehelper.com/11-things-a-call-centre-agent-should-never-say-but-many-do-68516.htm
                                                    [href] => https://www.callcentrehelper.com/11-things-a-call-centre-agent-should-never-say-but-many-do-68516.htm
                                                    [hrefDomain] => callcentrehelper.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [20] => stdClass Object
                                                (
                                                    [text] => https://www.callcentrehelper.com/11-things-a-call-centre-agent-should-never-say-but-many-do-68516.htm
                                                    [href] => https://www.callcentrehelper.com/11-things-a-call-centre-agent-should-never-say-but-many-do-68516.htm
                                                    [hrefDomain] => callcentrehelper.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [21] => stdClass Object
                                                (
                                                    [text] => https://www.glassdoor.com/Salaries/call-center-agent-salary-SRCH_KO0,17.htm
                                                    [href] => https://www.glassdoor.com/Salaries/call-center-agent-salary-SRCH_KO0,17.htm
                                                    [hrefDomain] => glassdoor.com
                                                    [rel] => nofollow noreferrer noopener
                                                    [isOutbound] => 1
                                                )

                                            [22] => stdClass Object
                                                (
                                                    [text] => Essere un Buon Centralinista
                                                    [href] => https://www.wikihow.it/Essere-un-Buon-Centralinista
                                                    [hrefDomain] => wikihow.it
                                                    [isOutbound] => 1
                                                )

                                            [23] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.instagram.com/wikihow/
                                                    [hrefDomain] => instagram.com
                                                    [isOutbound] => 1
                                                )

                                            [24] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.facebook.com/wikiHow/
                                                    [hrefDomain] => facebook.com
                                                    [isOutbound] => 1
                                                )

                                            [25] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://twitter.com/wikiHow
                                                    [hrefDomain] => twitter.com
                                                    [isOutbound] => 1
                                                )

                                            [26] => stdClass Object
                                                (
                                                    [text] => 
                                                    [href] => https://www.youtube.com/wikihow
                                                    [hrefDomain] => youtube.com
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 3
                                            [name] => Log in. 
                                            [tag] => h3
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => 

Steps
. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 
Part 1


Part 1 of 3:Becoming a Call Center Agent
	
	
	Download Article
	

. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 
Part 2


Part 2 of 3:Being a Good Employee
	
	
	Download Article
	

. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => 
Part 3


Part 3 of 3:Dealing with Customers
	
	
	Download Article
	

. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => 
		
		
			
			Community Q&A
		
	. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => 

Video
.By using this service, some information may be shared with YouTube.
. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => 


Tips
. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [5] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => You Might Also Like. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [6] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => 

References
. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [7] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => About This Article. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [8] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Reader Success Stories. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [9] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Did this article help you?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => You Might Also Like. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Featured Articles. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Trending Articles. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Featured Articles. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [4] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => New Pages. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [5] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Featured Articles. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [6] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Watch Articles. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [7] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Trending Articles. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                    [0] => stdClass Object
                                                                        (
                                                                            [level] => 4
                                                                            [name] => 
                                                                            [tag] => h4
                                                                            [children] => Array
                                                                                (
                                                                                )

                                                                        )

                                                                )

                                                        )

                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://www.wikihow.com/images/a/a5/Be-a-Call-Center-Agent-Step-14-Version-3.jpg
                                )

                            [schema_type] => Array
                                (
                                    [0] => Article
                                    [1] => HowTo
                                    [2] => BreadcrumbList
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => How to Be a Call Center Agent Download Article Explore this Article parts 1 Becoming a Call Center Agent 2 Being a Good Employee 3 Dealing with Customers Other Sections Questions & Answers Video Tips and Warnings Related Articles References Article Summary Co-authored by wikiHow Staff Last Updated: November 21, 2020 References Approved Download Article X This article was co-authored by wikiHow Staff. Our trained team of editors and researchers validate articles for accuracy and comprehensiveness. wikiHow's Content Management Team carefully monitors the work from our editorial staff to ensure that each article is backed by trusted research and meets our high quality standards. There are 12 references cited in this article, which can be found at the bottom of the page. wikiHow marks an article as reader-approved once it receives enough positive feedback. This article received 25 testimonials and 97% of readers who voted found it helpful, earning it our reader-approved status. This article has been viewed 335,795 times. Learn more... Working at a call center requires discipline and communications skills. As a customer service representative, you’ll encounter complaints as well as questions about the company you work for. A call center is a fast-paced environment, so the more you hone your skills, the better equipped you’ll be on the spot. Steps . Part 1 Part 1 of 3:Becoming a Call Center Agent Download Article . {"smallUrl":"https:\/\/www.wikihow.com\/images\/thumb\/1\/1f\/Be-a-Call-Center-Agent-Step-1-Version-5.jpg\/v4-460px-Be-a-Call-Center-Agent-Step-1-Version-5.jpg","bigUrl":"\/images\/thumb\/1\/1f\/Be-a-Call-Center-Agent-Step-1-Version-5.jpg\/aid2613493-v4-728px-Be-a-Call-Center-Agent-Step-1-Version-5.jpg","smallWidth":460,"smallHeight":345,"bigWidth":728,"bigHeight":546,"licensing":"License: Creative Commons<\/a>\n<\/p>\n<\/p><\/div>"} 1 Prepare a resume. Emphasize your written and verbal communication skills. Convey that you’re professional and work well on a team. Relay your other strengths which would be beneficial in a call center.[1] X Research source Call centers look for employees who are good at multi-tasking, working in a fast-paced environment, learning quickly, and meeting goals. For example, you can explain how you met a measurable goal through a previous job, volunteer work, or a challenge at school. The typical education requirement for an entry-level call center agent is a high school diploma (or equivalent).[2] X Trustworthy Source US Bureau of Labor Statistics U.S. government agency that collects and reports labor-related information Go to source {"smallUrl":"https:\/\/www.wikihow.com\/images\/thumb\/0\/03\/Be-a-Call-Center-Agent-Step-2-Version-4.jpg\/v4-460px-Be-a-Call-Center-Agent-Step-2-Version-4.jpg","bigUrl":"\/images\/thumb\/0\/03\/Be-a-Call-Center-Agent-Step-2-Version-4.jpg\/aid2613493-v4-728px-Be-a-Call-Center-Agent-Step-2-Version-4.jpg","smallWidth":460,"smallHeight":345,"bigWidth":728,"bigHeight":546,"licensing":"License: Creative Commons<\/a>\n<\/p>\n<\/p><\/div>"} 2 Give an impressive interview. Show up early and dress appropriately. Show a willingness to be flexible with your role and schedule.[3] X Research source Be enthusiastic to learn about the company and its policies/procedures.[4] X Research source For example, your potential employer may ask if you’re willing to take on different roles, such as inbound sales, outbound sales, or customer service. Explain how your specific experience has prepared you for meeting various responsibilities. Try asking a question about something you found on the company’s website or social media page(s). This will show that you’ve done your research and are interested in the potential employer.[5] X Research source Advertisement {"smallUrl":"https:\/\/www.wikihow.com\/images\/thumb\/1\/1c\/Be-a-Call-Center-Agent-Step-3-Version-4.jpg\/v4-460px-Be-a-Call-Center-Agent-Step-3-Version-4.jpg","bigUrl":"\/images\/thumb\/1\/1c\/Be-a-Call-Center-Agent-Step-3-Version-4.jpg\/aid2613493-v4-728px-Be-a-Call-Center-Agent-Step-3-Version-4.jpg","smallWidth":460,"smallHeight":345,"bigWidth":728,"bigHeight":546,"licensing":"License: Creative Commons<\/a>\n<\/p>\n<\/p><\/div>"} 3 Be willing to go through a training process. Expect that your new position will require a period of training. You may be trained in language, products and services, and software. Make sure that you attend all of your training without missing a day.[6] X Research source Training typically lasts between one and four weeks. After training, a supervisor will likely be assigned to a group of employees including you. Advertisement Part 2 Part 2 of 3:Being a Good Employee Download Article . {"smallUrl":"https:\/\/www.wikihow.com\/images\/thumb\/c\/c3\/Be-a-Call-Center-Agent-Step-4-Version-4.jpg\/v4-460px-Be-a-Call-Center-Agent-Step-4-Version-4.jpg","bigUrl":"\/images\/thumb\/c\/c3\/Be-a-Call-Center-Agent-Step-4-Version-4.jpg\/aid2613493-v4-728px-Be-a-Call-Center-Agent-Step-4-Version-4.jpg","smallWidth":460,"smallHeight":345,"bigWidth":728,"bigHeight":546,"licensing":"License: Creative Commons<\/a>\n<\/p>\n<\/p><\/div>"} 1 Improve your computer skills. Take a class, if needed. Look for online or in-person classes. Practice your typing and computer navigation skills. Also practice talking while you type. Call center agents need to be able to react and locate information quickly.[7] X Research source Familiarizing yourself with computer navigation can help you learn new software as needed. Free online programs and video tutorials are available to help you improve your computer skills. {"smallUrl":"https:\/\/www.wikihow.com\/images\/thumb\/3\/3c\/Be-a-Call-Center-Agent-Step-5-Version-4.jpg\/v4-460px-Be-a-Call-Center-Agent-Step-5-Version-4.jpg","bigUrl":"\/images\/thumb\/3\/3c\/Be-a-Call-Center-Agent-Step-5-Version-4.jpg\/aid2613493-v4-728px-Be-a-Call-Center-Agent-Step-5-Version-4.jpg","smallWidth":460,"smallHeight":345,"bigWidth":728,"bigHeight":546,"licensing":"License: Creative Commons<\/a>\n<\/p>\n<\/p><\/div>"} 2 Be punctual. Plan to arrive to work early every day. Give yourself to time to commute and get settled in. Take breaks when your schedule allows you to. Most call centers will require you to log in to your system before you can take calls. It’s a good idea to check the traffic report in the morning significantly ahead of leaving for work. That way if there’s a traffic problem, you can leave even earlier. {"smallUrl":"https:\/\/www.wikihow.com\/images\/thumb\/f\/f1\/Be-a-Call-Center-Agent-Step-6-Version-4.jpg\/v4-460px-Be-a-Call-Center-Agent-Step-6-Version-4.jpg","bigUrl":"\/images\/thumb\/f\/f1\/Be-a-Call-Center-Agent-Step-6-Version-4.jpg\/aid2613493-v4-728px-Be-a-Call-Center-Agent-Step-6-Version-4.jpg","smallWidth":460,"smallHeight":345,"bigWidth":728,"bigHeight":546,"licensing":"License: Creative Commons<\/a>\n<\/p>\n<\/p><\/div>"} 3 Learn from your supervisors. Ask for advice on specific situations or how to improve at your job in general. Try to talk to them during breaks if they are very busy with multiple agents while on the job. Alternately, you may be able to speak to them before or after work. Supervisors usually started out with your same job. They’ll know the in’s and out’s of the position, and appreciate how hard it can get. {"smallUrl":"https:\/\/www.wikihow.com\/images\/thumb\/e\/e9\/Be-a-Call-Center-Agent-Step-7-Version-4.jpg\/v4-460px-Be-a-Call-Center-Agent-Step-7-Version-4.jpg","bigUrl":"\/images\/thumb\/e\/e9\/Be-a-Call-Center-Agent-Step-7-Version-4.jpg\/aid2613493-v4-728px-Be-a-Call-Center-Agent-Step-7-Version-4.jpg","smallWidth":460,"smallHeight":345,"bigWidth":728,"bigHeight":546,"licensing":"License: Creative Commons<\/a>\n<\/p>\n<\/p><\/div>"} 4 Stay up to date with your company's activities. Memorize as much information about your employer as you can. Check your company's internet and intranet frequently. Don’t neglect your email, as important internal memos may await you.[8] X Research source You should know the details of the products and services your company offers. Call center agents who are confident in their abilities are more effective at their jobs.[9] X Research source {"smallUrl":"https:\/\/www.wikihow.com\/images\/thumb\/8\/84\/Be-a-Call-Center-Agent-Step-8-Version-4.jpg\/v4-460px-Be-a-Call-Center-Agent-Step-8-Version-4.jpg","bigUrl":"\/images\/thumb\/8\/84\/Be-a-Call-Center-Agent-Step-8-Version-4.jpg\/aid2613493-v4-728px-Be-a-Call-Center-Agent-Step-8-Version-4.jpg","smallWidth":460,"smallHeight":345,"bigWidth":728,"bigHeight":546,"licensing":"License: Creative Commons<\/a>\n<\/p>\n<\/p><\/div>"} 5 Keep a positive outlook. Approach the job with enthusiasm. Arrive every day with a sense of optimism, and remind yourself to maintain it. Keep at least one yellow-colored item on your desk, if you’re allowed to. Keep positive affirmations with you – either memorize some or keep them in your purse, pocket, or cubicle. The color yellow has an optimistic psychological effect.[10] X Research source For example, use yellow sticky notes, pens, or paper clips. An example of a positive affirmation is, “I am in charge of how I feel and I choose to remain positive.” Advertisement Part 3 Part 3 of 3:Dealing with Customers Download Article . {"smallUrl":"https:\/\/www.wikihow.com\/images\/thumb\/4\/43\/Be-a-Call-Center-Agent-Step-9-Version-3.jpg\/v4-460px-Be-a-Call-Center-Agent-Step-9-Version-3.jpg","bigUrl":"\/images\/thumb\/4\/43\/Be-a-Call-Center-Agent-Step-9-Version-3.jpg\/aid2613493-v4-728px-Be-a-Call-Center-Agent-Step-9-Version-3.jpg","smallWidth":460,"smallHeight":345,"bigWidth":728,"bigHeight":546,"licensing":"License: Creative Commons<\/a>\n<\/p>\n<\/p><\/div>"} 1 Develop your communication skills. Speak slowly and clearly. Don’t mumble. Think (quickly) about what you’re going to say before you say it. Remember that calls may be monitored and recorded. If English is your second language and you find customers have difficulty understanding you, consider taking English as a Second Language classes. You can find in-person and online classes. Some online resources are free to use. {"smallUrl":"https:\/\/www.wikihow.com\/images\/thumb\/8\/83\/Be-a-Call-Center-Agent-Step-10-Version-3.jpg\/v4-460px-Be-a-Call-Center-Agent-Step-10-Version-3.jpg","bigUrl":"\/images\/thumb\/8\/83\/Be-a-Call-Center-Agent-Step-10-Version-3.jpg\/aid2613493-v4-728px-Be-a-Call-Center-Agent-Step-10-Version-3.jpg","smallWidth":460,"smallHeight":345,"bigWidth":728,"bigHeight":546,"licensing":"License: Creative Commons<\/a>\n<\/p>\n<\/p><\/div>"} 2 Be polite. Stay friendly at all times. Don’t be negative, condescending or confrontational, regardless of what the customer says. Use formalities and an upbeat tone of voice. Try saying, “Please,” “Thank you,” “You’re welcome,” and “I’m sorry to hear that.” {"smallUrl":"https:\/\/www.wikihow.com\/images\/thumb\/1\/11\/Be-a-Call-Center-Agent-Step-11-Version-3.jpg\/v4-460px-Be-a-Call-Center-Agent-Step-11-Version-3.jpg","bigUrl":"\/images\/thumb\/1\/11\/Be-a-Call-Center-Agent-Step-11-Version-3.jpg\/aid2613493-v4-728px-Be-a-Call-Center-Agent-Step-11-Version-3.jpg","smallWidth":460,"smallHeight":345,"bigWidth":728,"bigHeight":546,"licensing":"License: Creative Commons<\/a>\n<\/p>\n<\/p><\/div>"} 3 Handle upset customers. Don't take anything customers tell you personally, and don’t tell customers to “calm down.”[11] X Research source Provide such customers with empathy and a solution. After the call, take a few seconds to breathe if you can, smile and move on to the next call.[12] X Research source One of the most important traits of a good call center agent is the ability to stay calm under pressure, especially while handling irate customers. Try saying, “We truly appreciate your feedback,” “I’ll do my best to assist you,” and other pleasantries, using the customer’s name often.[13] X Research source To the customer, you are a representative of the company who’s speaking on the phone. They won’t always be respectful and may even seem to blame you for their issue with the company. {"smallUrl":"https:\/\/www.wikihow.com\/images\/thumb\/2\/20\/Be-a-Call-Center-Agent-Step-12-Version-3.jpg\/v4-460px-Be-a-Call-Center-Agent-Step-12-Version-3.jpg","bigUrl":"\/images\/thumb\/2\/20\/Be-a-Call-Center-Agent-Step-12-Version-3.jpg\/aid2613493-v4-728px-Be-a-Call-Center-Agent-Step-12-Version-3.jpg","smallWidth":460,"smallHeight":345,"bigWidth":728,"bigHeight":546,"licensing":"License: Creative Commons<\/a>\n<\/p>\n<\/p><\/div>"} 4 Shorten excessive conversation. Ask questions that have “yes” or “no” answers. Steer the conversation back to its focus as needed. Avoid personal topics or comments about the weather unless you need to kill time while something loads on your end.[14] X Research source If you need to leave work and the call isn’t resolved, try saying, “This sounds like this is something my colleague can help you with.”[15] X Research source {"smallUrl":"https:\/\/www.wikihow.com\/images\/thumb\/d\/de\/Be-a-Call-Center-Agent-Step-13-Version-3.jpg\/v4-460px-Be-a-Call-Center-Agent-Step-13-Version-3.jpg","bigUrl":"\/images\/thumb\/d\/de\/Be-a-Call-Center-Agent-Step-13-Version-3.jpg\/aid2613493-v4-728px-Be-a-Call-Center-Agent-Step-13-Version-3.jpg","smallWidth":460,"smallHeight":345,"bigWidth":728,"bigHeight":546,"licensing":"License: Creative Commons<\/a>\n<\/p>\n<\/p><\/div>"} 5 Make a good impression. Pay attention to detail. Don’t assume you know what customers need before they finish explaining the issue. Make sure that customers are satisfied as best you can before you terminate the call.[16] X Research source Customers report that only half of call center agents address their concerns with an appropriate answer. Repeating the customer’s problem back to them can help convey to them that you understand their concerns.[17] X Research source {"smallUrl":"https:\/\/www.wikihow.com\/images\/thumb\/a\/a5\/Be-a-Call-Center-Agent-Step-14-Version-3.jpg\/v4-460px-Be-a-Call-Center-Agent-Step-14-Version-3.jpg","bigUrl":"\/images\/thumb\/a\/a5\/Be-a-Call-Center-Agent-Step-14-Version-3.jpg\/aid2613493-v4-728px-Be-a-Call-Center-Agent-Step-14-Version-3.jpg","smallWidth":460,"smallHeight":345,"bigWidth":728,"bigHeight":546,"licensing":"License: Creative Commons<\/a>\n<\/p>\n<\/p><\/div>"} 6 Transfer the call if necessary. Find out when a call should be transferred, for instance, to a supervisor or manager. Ask your supervisor under what circumstances should you transfer a call elsewhere. Recognize if the caller has an issue you are unable to resolve yourself. Then advise the customer in a positive way that you’re going to transfer the call.[18] X Research source For example, if the customer is specifically requesting a rebate, and you are unable to issue one, you may need to transfer the call. Instead of saying “I don’t handle that,” try saying, “[Person or department] can help you with that.”[19] X Research source Advertisement Community Q&A . Search Add New Question Question What do I do when a customer is not interested in having insurance? Community Answer Simply remind them how important insurance is and if they still say no, thank them for their time and hang up. Don't badger people, human beings aren't on Earth to buy insurance. Thanks! Yes No Not Helpful 4 Helpful 82 Question Will an employer train me in computer usage? Community Answer Your employer will likely expect you to have at least a basic understanding of computers but will train you on the company's specific programs. Thanks! Yes No Not Helpful 4 Helpful 66 Question What if am not really good on the computer? Community Answer Practice at home. Although you will not be using the same programs, you can get used to normal functions like copy, paste, etc. Also, if you can stay later or come in early and pull up the programs at work, that helps to learn on-the-job. Thanks! Yes No Not Helpful 8 Helpful 106 See more answers Advertisement Video .By using this service, some information may be shared with YouTube. . Tips . Be patient. You may receive calls from relay service agents (the hearing-impaired customer talks to them through a chat and they read it out to you, then type in everything you say). Thanks! Helpful 15 Not Helpful 5 Every call center is different. If you feel like the job itself suits you but that your workplace doesn't, consider switching employers. Thanks! Helpful 11 Not Helpful 3 Smile while taking calls. You can hear when someone is smiling when they're talking, and it may encourage customers to be kinder. Thanks! Helpful 10 Not Helpful 3 Avoid telling customers that you’re a new employee. Get a coworker’s help, if needed, without making the customer think you’re uninformed on the topic.[20] X Research source Thanks! Helpful 2 Not Helpful 0 Call center agents make an average of $28,491 per year.[21] X Research source Thanks! Helpful 0 Not Helpful 1 Advertisement You Might Also Like. How toBecome a Contract Delivery Service for the United States Postal Service How toBe a Professional Escort How toEmbalm How toGet Ordained in the UK How toBecome an Alchemist How toBecome a Perfumer How toBecome a Bodyguard How toBecome a Bouncer or Nightclub Security Worker How toBe a Taxidermist How to Become a Disney Imagineer: Your Top Questions Answered How toWork at a Library How toDress Like a CEO (Men) How toBecome a Criminologist How toCreate a Job for Yourself Advertisement References . ↑ http://searchcrm.techtarget.com/answer/Preparing-for-a-call-center-agent-job-interview-What-skills-are-required ↑ https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm ↑ http://searchcrm.techtarget.com/answer/Preparing-for-a-call-center-agent-job-interview-What-skills-are-required ↑ https://www.exprosearch.com/guides-on-how-to-become-a-call-center-agent-part-2/ ↑ https://www.getinterviews.com/powerful-resume-for-powerful-results.html ↑ https://www.exprosearch.com/guides-on-how-to-become-a-call-center-agent-part-2/ ↑ http://searchcrm.techtarget.com/answer/Preparing-for-a-call-center-agent-job-interview-What-skills-are-required ↑ https://www.talkdesk.com/blog/9-top-qualities-of-a-successful-call-center-agent ↑ https://www.adeccousa.com/employers/resources/best-traits-call-center-agents/ More References (12) ↑ http://www.colour-affects.co.uk/psychological-properties-of-colours ↑ https://www.callcentrehelper.com/11-things-a-call-centre-agent-should-never-say-but-many-do-68516.htm ↑ https://www.talkdesk.com/blog/9-top-qualities-of-a-successful-call-center-agent ↑ https://www.themuse.com/advice/4-brilliant-tips-for-dealing-with-angry-customers ↑ http://blog.livehelpnow.net/are-talkative-customers-clogging-up-the-phone-lines/ ↑ https://www.callcentrehelper.com/11-things-a-call-centre-agent-should-never-say-but-many-do-68516.htm ↑ https://www.talkdesk.com/blog/9-top-qualities-of-a-successful-call-center-agent ↑ http://blog.livehelpnow.net/are-talkative-customers-clogging-up-the-phone-lines/ ↑ https://www.talkdesk.com/blog/9-top-qualities-of-a-successful-call-center-agent ↑ https://www.callcentrehelper.com/11-things-a-call-centre-agent-should-never-say-but-many-do-68516.htm ↑ https://www.callcentrehelper.com/11-things-a-call-centre-agent-should-never-say-but-many-do-68516.htm ↑ https://www.glassdoor.com/Salaries/call-center-agent-salary-SRCH_KO0,17.htm About This Article. Co-authored by: wikiHow Staff wikiHow Staff Writer This article was co-authored by wikiHow Staff. Our trained team of editors and researchers validate articles for accuracy and comprehensiveness. wikiHow's Content Management Team carefully monitors the work from our editorial staff to ensure that each article is backed by trusted research and meets our high quality standards. This article has been viewed 335,795 times. 121 votes - 97% Co-authors: 13 Updated: November 21, 2020 Views: 335,795 Categories: Occupations Article SummaryXTo be a good call center agent, practice your typing skills, especially talking while you type. Once you’re hired somewhere, learn as much as you can about the company and their products and services, which will make it easier for you to answer customers’ questions. When you’re talking to customers, speak slowly and clearly so they can understand you. Be polite by saying things like, “Please,” “Thank you,” and “I’m sorry to hear that,” and keep your tone upbeat, no matter what the customer says. For tips on staying calm when you’re dealing with upset customers, keep reading! Did this summary help you?YesNo In other languages Español:ser un agente de call center Italiano:Essere un Buon Centralinista Русский:быть отличным оператором кол–центра Français:travailler dans un centre d'appels Print Send fan mail to authors Thanks to all authors for creating a page that has been read 335,795 times. Reader Success Stories. Miller Omnos Oct 15, 2017 "It helped me to know the qualifications and the things to practice to be a good call center agent. It boosts my confidence because of the information that I got here, especially when it says that no need for higher education, just have the potential and be confident. Thank you for the knowledge you gave, more power and God bless."..." more More reader stories Hide reader stories Share your story Did this article help you? Yes No Advertisement Cookies make wikiHow better. By continuing to use our site, you agree to our cookie policy. Co-authored by: wikiHow Staff wikiHow Staff Writer Co-authors: 13 Updated: November 21, 2020 Views: 335,795 97% of readers found this article helpful. 121 votes - 97% Click a star to add your vote % of people told us that this article helped them. Miller Omnos Oct 15, 2017 "It helped me to know the qualifications and the things to practice to be a good call center agent. It boosts my confidence because of the information that I got here, especially when it says that no need for higher education, just have the potential and be confident. Thank you for the knowledge you gave, more power and God bless."..." more Thomas May 17, 2017 "I just started at a new company after working at a terrible Walmart, now working for a multinational business that has given me great opportunities."..." more Rated this article: Jasmera Gabuya Nawang Apr 27, 2017 "It helps me to have more ideas how to become a good call center agent. I'm very thankful for the information that I've read in this article."..." more Abdu Jun 11, 2017 "I'm looking for job in the call centers, so this gave me more information and helped to go and show my skills. Thanks, wikiHow."..." more Rated this article: Antoinette Watson Apr 18, 2016 "A very detailed and informative article. It would be a great resource for anyone wishing to apply to a call center job."..." more Share yours! More success stories Hide success stories You Might Also Like. How toBecome a Contract Delivery Service for the United States Postal ServiceHow toBe a Professional EscortHow toEmbalmHow toGet Ordained in the UK Featured Articles. How toDeal With Password Reset HarassmentHow toInstall Microsoft Teams on a Mobile DeviceHow toPaint Chevron StripesHow toVideo Call on Android to iPhoneHow toMake White Hot ChocolateHow toMake Oats with MilkTrending Articles. How toPut a Clickable Link in Your Instagram BioHow toStyle Plaid TrousersHow toAnswer "Tell Me About Yourself" on a Dating AppHow toIce SkateHow toCheck the Balance on a Gift CardHow toRemove Dye from HairFeatured Articles. How toCalm Hyperactive ChildrenHow toBlow Dry Men's HairHow toBe a Successful TutorHow toChange Your Gmail PasswordHow toDo Glass Painting from a Pattern TracingHow toDrive Safely During a ThunderstormNew Pages. How toMake a Guy Horny over TextHow toAttract a Leo Man As a Virgo WomanHow toAttract a Scorpio Man As a Pisces WomanHow toStop Having Dreams About Your Boyfriend CheatingHow toStop Obsessing over Someone Not Texting BackHow toKnow if You're Dating a Toxic PersonFeatured Articles. How toRespond to an Emotional TextHow toMake Wine Glass Snow GlobesHow toMake a Play TelephoneHow toMake Tomato SoupHow toUnclog a Bathtub DrainHow toFix a Bicycle WheelWatch Articles. How toGet Rid of Forehead WrinklesHow toMeasure Your Face for GlassesHow toPlay Among UsHow toClean a Shower HeadHow toPlay BananagramsHow toSkateboardTrending Articles. How toAdd an Egg to RamenHow toWhat to Say when Someone Flakes on YouHow toStore Christmas LightsHow toPlay Gin RummyHow toUse Hashtags on TiktokHow toMake Your Own Body Lotion CategoriesWork WorldOccupations wikiHow Newsletter You're all set! Helpful how-tos delivered toyour inbox every week! Sign me up! By signing up you are agreeing to receive emails according to our privacy policy. Home About wikiHow Experts Blog Jobs Contact Us Site Map Terms of Use Privacy Policy Do Not Sell My Info Not Selling Info Contribute Follow Us × wikiHow Tech Help Pro: Level up your tech skills and stay ahead of the curve Let's go! X 755
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 177
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 151
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 95
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => step
                                            [tf] => 93
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => agent step
                                            [tf] => 92
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => version
                                            [tf] => 92
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 88
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => center agent
                                            [tf] => 81
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => call center agent
                                            [tf] => 79
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => center agent step
                                            [tf] => 56
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => be
                                            [tf] => 56
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => research
                                            [tf] => 43
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => research source
                                            [tf] => 40
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => article
                                            [tf] => 39
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => helpful
                                            [tf] => 37
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => step version
                                            [tf] => 36
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 33
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => be call
                                            [tf] => 28
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => 460px be
                                            [tf] => 28
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => 728px be
                                            [tf] => 28
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => creative commonsanpnpdiv
                                            [tf] => 28
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => commonsanpnpdiv
                                            [tf] => 28
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => part
                                            [tf] => 24
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => source
                                            [tf] => 22
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => job
                                            [tf] => 18
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => skill
                                            [tf] => 16
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => wikihow
                                            [tf] => 15
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => v4 728px be
                                            [tf] => 14
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => version 4jpgv4
                                            [tf] => 14
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => version 4jpgaid2613493
                                            [tf] => 14
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => version 4jpgsmallwidth460smallheight345bigwidth728bigheight546licensinglicense
                                            [tf] => 14
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => v4 728px
                                            [tf] => 14
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => 460px
                                            [tf] => 14
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => v4
                                            [tf] => 14
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => 728px
                                            [tf] => 14
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => creative
                                            [tf] => 14
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => good
                                            [tf] => 13
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => question
                                            [tf] => 12
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => company
                                            [tf] => 12
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 11
                                        )

                                    [40] => stdClass Object
                                        (
                                            [term] => answer
                                            [tf] => 10
                                        )

                                    [41] => stdClass Object
                                        (
                                            [term] => work
                                            [tf] => 10
                                        )

                                    [42] => stdClass Object
                                        (
                                            [term] => advertisement
                                            [tf] => 9
                                        )

                                    [43] => stdClass Object
                                        (
                                            [term] => staff
                                            [tf] => 9
                                        )

                                    [44] => stdClass Object
                                        (
                                            [term] => hear
                                            [tf] => 8
                                        )

                                    [45] => stdClass Object
                                        (
                                            [term] => httpsearchcrmtechtargetcomanswerpreparing
                                            [tf] => 8
                                        )

                                    [46] => stdClass Object
                                        (
                                            [term] => top quality
                                            [tf] => 8
                                        )

                                    [47] => stdClass Object
                                        (
                                            [term] => quality
                                            [tf] => 8
                                        )

                                    [48] => stdClass Object
                                        (
                                            [term] => successful
                                            [tf] => 8
                                        )

                                    [49] => stdClass Object
                                        (
                                            [term] => successful call
                                            [tf] => 8
                                        )

                                    [50] => stdClass Object
                                        (
                                            [term] => httpswwwcallcentrehelpercom11 thing
                                            [tf] => 8
                                        )

                                    [51] => stdClass Object
                                        (
                                            [term] => call centre
                                            [tf] => 8
                                        )

                                    [52] => stdClass Object
                                        (
                                            [term] => centre agent
                                            [tf] => 8
                                        )

                                    [53] => stdClass Object
                                        (
                                            [term] => 68516htm
                                            [tf] => 8
                                        )

                                    [54] => stdClass Object
                                        (
                                            [term] => information
                                            [tf] => 8
                                        )

                                    [55] => stdClass Object
                                        (
                                            [term] => version 4jpgv4 460px
                                            [tf] => 7
                                        )

                                    [56] => stdClass Object
                                        (
                                            [term] => 4jpgv4 460px be
                                            [tf] => 7
                                        )

                                    [57] => stdClass Object
                                        (
                                            [term] => version 4jpgaid2613493 v4
                                            [tf] => 7
                                        )

                                    [58] => stdClass Object
                                        (
                                            [term] => 4jpgaid2613493 v4 728px
                                            [tf] => 7
                                        )

                                    [59] => stdClass Object
                                        (
                                            [term] => version 4jpgsmallwidth460smallheight345bigwidth728bigheight546licensinglicense creative
                                            [tf] => 7
                                        )

                                    [60] => stdClass Object
                                        (
                                            [term] => 4jpgsmallwidth460smallheight345bigwidth728bigheight546licensinglicense creative commonsanpnpdiv
                                            [tf] => 7
                                        )

                                    [61] => stdClass Object
                                        (
                                            [term] => authored wikihow
                                            [tf] => 7
                                        )

                                    [62] => stdClass Object
                                        (
                                            [term] => version 3jpgv4
                                            [tf] => 7
                                        )

                                    [63] => stdClass Object
                                        (
                                            [term] => version 3jpgaid2613493
                                            [tf] => 7
                                        )

                                    [64] => stdClass Object
                                        (
                                            [term] => version 3jpgsmallwidth460smallheight345bigwidth728bigheight546licensinglicense
                                            [tf] => 7
                                        )

                                    [65] => stdClass Object
                                        (
                                            [term] => wikihow staff
                                            [tf] => 7
                                        )

                                    [66] => stdClass Object
                                        (
                                            [term] => 4jpgv4 460px
                                            [tf] => 7
                                        )

                                    [67] => stdClass Object
                                        (
                                            [term] => 4jpgaid2613493 v4
                                            [tf] => 7
                                        )

                                    [68] => stdClass Object
                                        (
                                            [term] => 4jpgsmallwidth460smallheight345bigwidth728bigheight546licensinglicense creative
                                            [tf] => 7
                                        )

                                    [69] => stdClass Object
                                        (
                                            [term] => tomake
                                            [tf] => 7
                                        )

                                    [70] => stdClass Object
                                        (
                                            [term] => version 3jpgv4 460px
                                            [tf] => 6
                                        )

                                    [71] => stdClass Object
                                        (
                                            [term] => 3jpgv4 460px be
                                            [tf] => 6
                                        )

                                    [72] => stdClass Object
                                        (
                                            [term] => version 3jpgaid2613493 v4
                                            [tf] => 6
                                        )

                                    [73] => stdClass Object
                                        (
                                            [term] => 3jpgaid2613493 v4 728px
                                            [tf] => 6
                                        )

                                    [74] => stdClass Object
                                        (
                                            [term] => version 3jpgsmallwidth460smallheight345bigwidth728bigheight546licensinglicense creative
                                            [tf] => 6
                                        )

                                    [75] => stdClass Object
                                        (
                                            [term] => 3jpgsmallwidth460smallheight345bigwidth728bigheight546licensinglicense creative commonsanpnpdiv
                                            [tf] => 6
                                        )

                                    [76] => stdClass Object
                                        (
                                            [term] => what skill
                                            [tf] => 6
                                        )

                                    [77] => stdClass Object
                                        (
                                            [term] => download article
                                            [tf] => 6
                                        )

                                    [78] => stdClass Object
                                        (
                                            [term] => 3jpgv4 460px
                                            [tf] => 6
                                        )

                                    [79] => stdClass Object
                                        (
                                            [term] => 3jpgaid2613493 v4
                                            [tf] => 6
                                        )

                                    [80] => stdClass Object
                                        (
                                            [term] => 3jpgsmallwidth460smallheight345bigwidth728bigheight546licensinglicense creative
                                            [tf] => 6
                                        )

                                    [81] => stdClass Object
                                        (
                                            [term] => authored wikihow staff
                                            [tf] => 5
                                        )

                                    [82] => stdClass Object
                                        (
                                            [term] => good call center
                                            [tf] => 5
                                        )

                                    [83] => stdClass Object
                                        (
                                            [term] => helpful helpful
                                            [tf] => 5
                                        )

                                    [84] => stdClass Object
                                        (
                                            [term] => transfer call
                                            [tf] => 5
                                        )

                                    [85] => stdClass Object
                                        (
                                            [term] => good call
                                            [tf] => 5
                                        )

                                    [86] => stdClass Object
                                        (
                                            [term] => agent step 10
                                            [tf] => 4
                                        )

                                    [87] => stdClass Object
                                        (
                                            [term] => step 10 version
                                            [tf] => 4
                                        )

                                    [88] => stdClass Object
                                        (
                                            [term] => agent step 11
                                            [tf] => 4
                                        )

                                    [89] => stdClass Object
                                        (
                                            [term] => step 11 version
                                            [tf] => 4
                                        )

                                    [90] => stdClass Object
                                        (
                                            [term] => agent step 12
                                            [tf] => 4
                                        )

                                    [91] => stdClass Object
                                        (
                                            [term] => step 12 version
                                            [tf] => 4
                                        )

                                    [92] => stdClass Object
                                        (
                                            [term] => agent step 13
                                            [tf] => 4
                                        )

                                    [93] => stdClass Object
                                        (
                                            [term] => step 13 version
                                            [tf] => 4
                                        )

                                    [94] => stdClass Object
                                        (
                                            [term] => agent step 14
                                            [tf] => 4
                                        )

                                    [95] => stdClass Object
                                        (
                                            [term] => step 14 version
                                            [tf] => 4
                                        )

                                    [96] => stdClass Object
                                        (
                                            [term] => httpswwwtalkdeskcomblog9 top quality
                                            [tf] => 4
                                        )

                                    [97] => stdClass Object
                                        (
                                            [term] => successful call center
                                            [tf] => 4
                                        )

                                    [98] => stdClass Object
                                        (
                                            [term] => thing call
                                            [tf] => 4
                                        )

                                    [99] => stdClass Object
                                        (
                                            [term] => call centre agent
                                            [tf] => 4
                                        )

                                    [100] => stdClass Object
                                        (
                                            [term] => dealing
                                            [tf] => 4
                                        )

                                    [101] => stdClass Object
                                        (
                                            [term] => handle
                                            [tf] => 4
                                        )

                                    [102] => stdClass Object
                                        (
                                            [term] => agent job
                                            [tf] => 4
                                        )

                                    [103] => stdClass Object
                                        (
                                            [term] => step 10
                                            [tf] => 4
                                        )

                                    [104] => stdClass Object
                                        (
                                            [term] => 10 version
                                            [tf] => 4
                                        )

                                    [105] => stdClass Object
                                        (
                                            [term] => step 11
                                            [tf] => 4
                                        )

                                    [106] => stdClass Object
                                        (
                                            [term] => 11 version
                                            [tf] => 4
                                        )

                                    [107] => stdClass Object
                                        (
                                            [term] => step 12
                                            [tf] => 4
                                        )

                                    [108] => stdClass Object
                                        (
                                            [term] => 12 version
                                            [tf] => 4
                                        )

                                    [109] => stdClass Object
                                        (
                                            [term] => step 13
                                            [tf] => 4
                                        )

                                    [110] => stdClass Object
                                        (
                                            [term] => 13 version
                                            [tf] => 4
                                        )

                                    [111] => stdClass Object
                                        (
                                            [term] => step 14
                                            [tf] => 4
                                        )

                                    [112] => stdClass Object
                                        (
                                            [term] => 14 version
                                            [tf] => 4
                                        )

                                    [113] => stdClass Object
                                        (
                                            [term] => httpswwwtalkdeskcomblog9 top
                                            [tf] => 4
                                        )

                                    [114] => stdClass Object
                                        (
                                            [term] => thing
                                            [tf] => 4
                                        )

                                    [115] => stdClass Object
                                        (
                                            [term] => co authored wikihow
                                            [tf] => 3
                                        )

                                    [116] => stdClass Object
                                        (
                                            [term] => updated november 21
                                            [tf] => 3
                                        )

                                    [117] => stdClass Object
                                        (
                                            [term] => november 21 2020
                                            [tf] => 3
                                        )

                                    [118] => stdClass Object
                                        (
                                            [term] => part part
                                            [tf] => 3
                                        )

                                    [119] => stdClass Object
                                        (
                                            [term] => research source example
                                            [tf] => 3
                                        )

                                    [120] => stdClass Object
                                        (
                                            [term] => center agent job
                                            [tf] => 3
                                        )

                                    [121] => stdClass Object
                                        (
                                            [term] => agent job interview
                                            [tf] => 3
                                        )

                                    [122] => stdClass Object
                                        (
                                            [term] => job interview what
                                            [tf] => 3
                                        )

                                    [123] => stdClass Object
                                        (
                                            [term] => interview what skill
                                            [tf] => 3
                                        )

                                    [124] => stdClass Object
                                        (
                                            [term] => skill required
                                            [tf] => 3
                                        )

                                    [125] => stdClass Object
                                        (
                                            [term] => co authored
                                            [tf] => 3
                                        )

                                    [126] => stdClass Object
                                        (
                                            [term] => updated november
                                            [tf] => 3
                                        )

                                    [127] => stdClass Object
                                        (
                                            [term] => november 21
                                            [tf] => 3
                                        )

                                    [128] => stdClass Object
                                        (
                                            [term] => 21 2020
                                            [tf] => 3
                                        )

                                    [129] => stdClass Object
                                        (
                                            [term] => 335795 time
                                            [tf] => 3
                                        )

                                    [130] => stdClass Object
                                        (
                                            [term] => communication skill
                                            [tf] => 3
                                        )

                                    [131] => stdClass Object
                                        (
                                            [term] => source example
                                            [tf] => 3
                                        )

                                    [132] => stdClass Object
                                        (
                                            [term] => product service
                                            [tf] => 3
                                        )

                                    [133] => stdClass Object
                                        (
                                            [term] => person
                                            [tf] => 3
                                        )

                                    [134] => stdClass Object
                                        (
                                            [term] => community answer
                                            [tf] => 3
                                        )

                                    [135] => stdClass Object
                                        (
                                            [term] => job interview
                                            [tf] => 3
                                        )

                                    [136] => stdClass Object
                                        (
                                            [term] => interview what
                                            [tf] => 3
                                        )

                                    [137] => stdClass Object
                                        (
                                            [term] => required
                                            [tf] => 3
                                        )

                                    [138] => stdClass Object
                                        (
                                            [term] => success story
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 66
                            [rank] => 312
                        )

                    [23] => stdClass Object
                        (
                            [position] => 24
                            [title] => What Is a Call Center? Everything You Need to Know in 7 Minutes | Ringover | Ringover
                            [url] => https://www.ringover.com/glossary/callcenter
                            [destination] => https://www.ringover.com › glossary › callcenter
                            [description] => What is a call center? Should you use an external call center? How to create a call center in your company? 7 minutes to know everything thanks to Ringover
                            [isAmp] => 
                            [organic_position] => 20
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => What Is a Call Center? Everything You Need to Know in 7 ...
                            [serp_description] => Inbound call centers: made up of teams in charge of a company's customer service call reception or general assistance by phone. Outbound call centers: made up ...
                            [hostname] => ringover.com
                            [canonical] => https://www.ringover.com/glossary/callcenter
                            [h1] => Call Centers: Everything You Need to Know in 7 Minutes
                            [h2] => Array
                                (
                                    [0] => What is a call center?
                                    [1] => A call center can be internal or external to a company
                                    [2] => What purpose does it serve?
                                    [3] => There are different types of call centers
                                    [4] => A specific vocabulary
                                    [5] => KPIs designed for call center evaluation
                                    [6] => What tools do you need to build a call center?
                                    [7] => Can a small business establish a call center?
                                    [8] => Call centers and A.I
                                    [9] => What does the future hold for call centers?
                                    [10] => On the Blog
                                )

                            [h3] => Array
                                (
                                    [0] => Return to Glossary
                                    [1] => Your privacy is important to us
                                    [2] => Cookie preferences
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => What is a call center?
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => A call center can be internal or external to a company
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => What purpose does it serve?
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => There are different types of call centers
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => A specific vocabulary
                                        )

                                    [5] => stdClass Object
                                        (
                                            [text] => KPIs designed for call center evaluation
                                        )

                                    [6] => stdClass Object
                                        (
                                            [text] => What tools do you need to build a call center?
                                        )

                                    [7] => stdClass Object
                                        (
                                            [text] => Can a small business establish a call center?
                                        )

                                    [8] => stdClass Object
                                        (
                                            [text] => Call centers and A.I
                                        )

                                    [9] => stdClass Object
                                        (
                                            [text] => What does the future hold for call centers?
                                        )

                                    [10] => stdClass Object
                                        (
                                            [text] => On the Blog
                                        )

                                )

                            [type] => article
                            [wordCount] => 2135
                            [imgCount] => 17
                            [lang] => stdClass Object
                                (
                                    [langLinks] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [lang] => fr-fr
                                                    [url] => https://www.ringover.fr/glossaire/centredappel
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [lang] => fr
                                                    [url] => https://www.ringover.fr/glossaire/centredappel
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [lang] => en
                                                    [url] => https://www.ringover.com/glossary/callcenter
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [lang] => x-default
                                                    [url] => https://www.ringover.com/glossary/callcenter
                                                )

                                        )

                                    [size] => 3
                                    [string] => fr-fr / fr / en
                                )

                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 204
                                    [outboundSize] => 4
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => Français
                                                    [href] => https://www.ringover.fr/glossaire/centredappel
                                                    [hrefDomain] => ringover.fr
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => Français
                                                    [href] => https://www.ringover.fr/glossaire/centredappel
                                                    [hrefDomain] => ringover.fr
                                                    [isOutbound] => 1
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [text] => See exemple
                                                    [href] => http://www.frederic-chartier.com/teleprospection/index.php?2007/08/07/4-lexique-marketing-telephonique
                                                    [hrefDomain] => frederic-chartier.com
                                                    [isOutbound] => 1
                                                )

                                            [3] => stdClass Object
                                                (
                                                    [text] => Find out more about call center KPIs
                                                    [href] => https://www.ringover.fr/blog/quels-indicateurs-d-appels-suivre-pour-mon-service-client-
                                                    [hrefDomain] => ringover.fr
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 3
                                            [name] => 
        Return to Glossary
    . 
                                            [tag] => h3
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What is a call center?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => A call center can be internal or external to a company. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What purpose does it serve?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => There are different types of call centers. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [5] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => A specific vocabulary. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [6] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => KPIs designed for call center evaluation. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [7] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What tools do you need to build a call center?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [8] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Can a small business establish a call center?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [9] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Call centers and A.I.
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [10] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What does the future hold for call centers?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [11] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => On the Blog. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Your privacy is important to us. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Cookie preferences. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://www.ringover.com/img/og-default-image-en.png
                                    [twitterImage] => https://www.ringover.com/img/og-default-image-en.png
                                )

                            [schema_type] => Array
                                (
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => Call Centers: Everything You Need to Know in 7 Minutes What is a call center? A call center is comprised of people called “agents” who answer and make calls and the technical infrastructure through which these calls pass. A call center can be internal or external to a company. Concretely, a call center can be internal, having dedicated infrastructure within a company (phones, workstations) for call processing. It can also be external, with calls handled by an organisation outside the company. When we talk about creating a call center for a company, we must define who will be handling company calls as well as what tools they will be using to do so: telecom solution, CRM, etc. 7-day free trialAll features included What purpose does it serve? A company may put a call center in place for the following reasons: Customer support and serviceRespond to questions from customers, keep them informed on order status Technical assistance, After Sales Service or CSMFor technical support and follow-up Sales and SDRSales reps need a satisfactory technical solution that will allow them to generate leads through phone prospection as well as respond to inbound queries. There are different types of call centers. Inbound call centers: made up of teams in charge of a company’s customer service call reception or general assistance by phone. Outbound call centers: made up of teams of agents who mainly make calls (prospection, sales contact, telemarketing). In practice, for SMEs most call centers are a mix, handling about as many inbound calls as outbound calls. Customer service agents answer and return client calls, while sales reps must manage calls to and from leads. The distinction between inbound and outbound calls is important when selecting an adapted technical solution. For inbound calls, it is preferable to opt for a solution with efficient call routing; in other words, one that ensures that callers reach the agent best equipped to deal with their question or problem as quickly as possible. An optimal solution should offer an improved IVR, personalised call queues, and refined call distribution. On the other hand, making outbound calls requires above all else tools that improve agent efficiency and allow them to make more calls, such as call automation. A specific vocabulary. As with any organization having a technical aspect, call centers have little by little developed their own jargon. Here are a few examples: Agent: a person taking calls. Position: location from which an agent processes calls. Call blending: alternating inbound and outbound calls according to call volume to increase agent productivity. Supervisor: the person who oversees and coaches agents with the help of real-time call monitoring or detailed statistics on individual performance. See exemple Try Ringover for free for 7 days Ready to simplify your business communications? KPIs designed for call center evaluation. Answer rates, service level, call abandon rates…call centers are disposed of a wide range of key indicators for measuring agent performance and overall quality. Supervisors may choose the most pertinent KPIs depending on activity, or set objectives based on these. Examples of outbound call KPIs (sales campaigns, lead generation, etc.) Number of calls made Answer rate … Examples of inbound call KPIs (customer service) Queue time FCR (First Call Resolution) rate Service level NPS (Net Promoter Score) … Find out more about call center KPIs What tools do you need to build a call center? A telecom solution – and more specifically, call center software such as Ringover’s – is indispensable. Unlike a classic business phone system solution, call center software provides everything you need to oversee and evaluate agent performance. A successful call center is equipped with the following tools: IVR and smart call routing: critical for establishing who will answer inbound calls while keeping track of activities and agent availability.Advanced statistics on agent calls, service level and availability.Call supervision and monitoring, allowing supervisors to listen in on calls and participate directly in conversations. Features such as call automation and click-to-call for simplifying and automating phone campaigns. Call centers also generally possess a CRM for contact management. The ability to link call center phones to the CRM is vital for better productivity. Agents must automatically be able to access contact files, and call logs and other information must automatically sync with these files, centralizing all interactions with a given contact in one place (calls, texts, chats, emails, etc.). Read also: Choosing Your Call Center Software. Can a small business establish a call center? Traditionally, phone system solutions require lengthy setup with complex “on-site” installation – not to mention expensive maintenance. But today’s new 100% cloud (dematerialised) approach has made setup easy and management more user-friendly than ever, eliminating the need for installation so that a company of any size can have full control. Solutions like Ringover’s provide small teams (minimum 3 people) all the same features of the largest call centers (call supervision, performance statistics, automatic file retrieval, etc.) at attractive pricing. Our packages from €40 include unlimited calls, while more traditional packages can cost €100 - €200. 7-day free trialAll features included Call centers and A.I. There’s a great deal of discussion regarding artificial intelligence and the human and technological upheaval it could cause in call centers. In truth, applications for advanced optimization have existed for several years, improving agent productivity as well as the customer experience. Here are two examples of current practical applications: Agent assistance Thanks to Speech-to-Text technology, conversations are automatically analyzed for keywords and put in context, allowing the application to offer agents personalised tips and adapt other responses to assist them. Quality monitoring Voice analysis (spectra analysis) or semantic analysis (with keywords) measures the emotional content of a conversation, identifying indicators that allow supervisors to make live assessments of call quality. What does the future hold for call centers? From a technical standpoint, call centers are becoming increasingly efficient:in call routing, which is more refined, effective and better able to take the context of a call into account;in enabling agents to immediately respond to client needs. For instance, let’s say a Spanish speaker looking for a lawn mower on your gardening company’s website calls your support number. He or she will be put in direct contact (without entering the call queue or having to navigate your voice menu) with an agent who not only speaks Spanish but is an expert on the product of interest. It’s simpler than ever to put in place a high-performance call center within your organization, with access to cheap and efficient CRMs along with the emergence of simpler and more accessible call center cloud solutions. This is why we’ll be seeing many more of even the smallest teams using high-performance telecom solutions to manage their customer service and sales calls in-house. Try Ringover for free for 7 days Ready to simplify your business communications? On the Blog. Cloud Calling 101: What it Is, And Everything It Can Do To Accelerate Your Business Rachelle Dragani | December 6, 2021 5 Tricks for Using Data to Improve Your Call Center Rachelle Dragani | October 25, 2021 How to address the operational challenges call centers face Maya | May 16, 2021 Copyright © 2005 - 2022 RINGOVER INC. All Rights Reserved - 185 ALEWIFE BROOK PKWY STE 210 CAMBRIDGE, MA 02138 × Welcome to Ringover! Contact our sales team or give us a call (844) 411-1221 × Your request has been sent. Our team will be in touch shortly! Accept and close → Your privacy is important to us. We use cookies to allow the display of personalised content, statistics collecting and sharing on social media. You can review your consent by clicking on "Manage cookies" at the bottom of the web page. If you would like to know more then please read our confidentiality policy. Refuse all Personalize Accept and close Cookie preferences. Essential cookies Experience and relations Statistics and audience We use these cookies to ensure the correct function of the site. Essential cookies allow you, for example, to sign in to and navigate our site securely. They also allow us to keep your account secure and prevent fraud. These cookies allow us to detect problems with the experience on our site and improve our client relations. They are harmless to you and your data. Google Analytics To best serve you, we need to evaluate the efficiency of our work. We therefore use specialized cookies to measure criteria on our visitors. Internal statistics Back End
                            [kwBody] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [term] => call
                                            [tf] => 81
                                        )

                                    [1] => stdClass Object
                                        (
                                            [term] => call center
                                            [tf] => 33
                                        )

                                    [2] => stdClass Object
                                        (
                                            [term] => center
                                            [tf] => 33
                                        )

                                    [3] => stdClass Object
                                        (
                                            [term] => agent
                                            [tf] => 19
                                        )

                                    [4] => stdClass Object
                                        (
                                            [term] => company
                                            [tf] => 11
                                        )

                                    [5] => stdClass Object
                                        (
                                            [term] => solution
                                            [tf] => 11
                                        )

                                    [6] => stdClass Object
                                        (
                                            [term] => day
                                            [tf] => 8
                                        )

                                    [7] => stdClass Object
                                        (
                                            [term] => ringover
                                            [tf] => 8
                                        )

                                    [8] => stdClass Object
                                        (
                                            [term] => customer
                                            [tf] => 8
                                        )

                                    [9] => stdClass Object
                                        (
                                            [term] => sale
                                            [tf] => 8
                                        )

                                    [10] => stdClass Object
                                        (
                                            [term] => service
                                            [tf] => 8
                                        )

                                    [11] => stdClass Object
                                        (
                                            [term] => inbound
                                            [tf] => 8
                                        )

                                    [12] => stdClass Object
                                        (
                                            [term] => technical
                                            [tf] => 7
                                        )

                                    [13] => stdClass Object
                                        (
                                            [term] => phone
                                            [tf] => 7
                                        )

                                    [14] => stdClass Object
                                        (
                                            [term] => cooky
                                            [tf] => 7
                                        )

                                    [15] => stdClass Object
                                        (
                                            [term] => outbound call
                                            [tf] => 6
                                        )

                                    [16] => stdClass Object
                                        (
                                            [term] => free
                                            [tf] => 6
                                        )

                                    [17] => stdClass Object
                                        (
                                            [term] => team
                                            [tf] => 6
                                        )

                                    [18] => stdClass Object
                                        (
                                            [term] => outbound
                                            [tf] => 6
                                        )

                                    [19] => stdClass Object
                                        (
                                            [term] => contact
                                            [tf] => 6
                                        )

                                    [20] => stdClass Object
                                        (
                                            [term] => statistic
                                            [tf] => 6
                                        )

                                    [21] => stdClass Object
                                        (
                                            [term] => performance
                                            [tf] => 6
                                        )

                                    [22] => stdClass Object
                                        (
                                            [term] => customer service
                                            [tf] => 5
                                        )

                                    [23] => stdClass Object
                                        (
                                            [term] => inbound call
                                            [tf] => 5
                                        )

                                    [24] => stdClass Object
                                        (
                                            [term] => site
                                            [tf] => 5
                                        )

                                    [25] => stdClass Object
                                        (
                                            [term] => answer
                                            [tf] => 5
                                        )

                                    [26] => stdClass Object
                                        (
                                            [term] => example
                                            [tf] => 5
                                        )

                                    [27] => stdClass Object
                                        (
                                            [term] => business
                                            [tf] => 5
                                        )

                                    [28] => stdClass Object
                                        (
                                            [term] => kpi
                                            [tf] => 5
                                        )

                                    [29] => stdClass Object
                                        (
                                            [term] => feature
                                            [tf] => 4
                                        )

                                    [30] => stdClass Object
                                        (
                                            [term] => put
                                            [tf] => 4
                                        )

                                    [31] => stdClass Object
                                        (
                                            [term] => made
                                            [tf] => 4
                                        )

                                    [32] => stdClass Object
                                        (
                                            [term] => supervisor
                                            [tf] => 4
                                        )

                                    [33] => stdClass Object
                                        (
                                            [term] => rate
                                            [tf] => 4
                                        )

                                    [34] => stdClass Object
                                        (
                                            [term] => call center software
                                            [tf] => 3
                                        )

                                    [35] => stdClass Object
                                        (
                                            [term] => telecom solution
                                            [tf] => 3
                                        )

                                    [36] => stdClass Object
                                        (
                                            [term] => call routing
                                            [tf] => 3
                                        )

                                    [37] => stdClass Object
                                        (
                                            [term] => call call
                                            [tf] => 3
                                        )

                                    [38] => stdClass Object
                                        (
                                            [term] => service level
                                            [tf] => 3
                                        )

                                    [39] => stdClass Object
                                        (
                                            [term] => center software
                                            [tf] => 3
                                        )

                                )

                            [page_rank_decimal] => 41
                            [rank] => 1583882
                        )

                    [24] => stdClass Object
                        (
                            [position] => 25
                            [title] => What You Need to Know About the Call Center Industry
                            [url] => https://www.4cornerresources.com/blog/about-the-call-center-industry/
                            [destination] => https://www.4cornerresources.com › ... › Staffing Trends
                            [description] => Learn more about the trends and growth of the call center industry. Check out our call center recruiting services
                            [isAmp] => 
                            [date] => Aug 20, 2019
                            [organic_position] => 21
                            [serp_type] => page
                            [isOrganicPage] => 1
                            [isOrganic] => 1
                            [serp_title] => What You Need to Know About the Call Center Industry
                            [serp_description] => What Responsibilities Does a CSR Have? · Help desk professionals at call centers answer phone calls from customers, troubleshoot, and forward the ...
                            [hostname] => 4cornerresources.com
                            [canonical] => https://www.4cornerresources.com/blog/about-the-call-center-industry/
                            [h1] => What You Need to Know About the Call Center Industry
                            [h2] => Array
                                (
                                    [0] => Will Technology Replace Customer Service Representatives?
                                    [1] => Why CSRs are Important to Customer Retention
                                    [2] => Virtual Call Center Agents
                                    [3] => Growth of the Call Center Industry
                                    [4] => The Most Talented CSRs Have This Quality:
                                    [5] => Inbound vs Outbound Call Centers
                                    [6] => What Responsibilities Does a CSR Have?
                                    [7] => Customer Service Representative Salary
                                    [8] => Five Useful Skills for the Call Center Profession:
                                    [9] => Key Takeaway
                                    [10] => About Pete Newsome
                                    [11] => Related content
                                )

                            [h3] => Array
                                (
                                    [0] => Listening
                                    [1] => Patience
                                    [2] => Communication
                                    [3] => Technology
                                    [4] => Time management
                                )

                            [h2WithAnchors] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [text] => Will Technology Replace Customer Service Representatives?
                                        )

                                    [1] => stdClass Object
                                        (
                                            [text] => Why CSRs are Important to Customer Retention
                                        )

                                    [2] => stdClass Object
                                        (
                                            [text] => Virtual Call Center Agents
                                        )

                                    [3] => stdClass Object
                                        (
                                            [text] => Growth of the Call Center Industry
                                        )

                                    [4] => stdClass Object
                                        (
                                            [text] => The Most Talented CSRs Have This Quality:
                                        )

                                    [5] => stdClass Object
                                        (
                                            [text] => Inbound vs Outbound Call Centers
                                        )

                                    [6] => stdClass Object
                                        (
                                            [text] => What Responsibilities Does a CSR Have?
                                        )

                                    [7] => stdClass Object
                                        (
                                            [text] => Customer Service Representative Salary
                                        )

                                    [8] => stdClass Object
                                        (
                                            [text] => Five Useful Skills for the Call Center Profession:
                                        )

                                    [9] => stdClass Object
                                        (
                                            [text] => Key Takeaway
                                        )

                                    [10] => stdClass Object
                                        (
                                            [text] => About Pete Newsome
                                        )

                                    [11] => stdClass Object
                                        (
                                            [text] => Related content
                                        )

                                )

                            [published_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 20o August 2019
                                    [dateISO] => 2019-08-20T00:00:00+00:00
                                )

                            [modified_time] => stdClass Object
                                (
                                    [lastUpdate] => 
                                    [dateFormatted] => 3o November 2021
                                    [dateISO] => 2021-11-03T15:35:51+00:00
                                )

                            [type] => article
                            [wordCount] => 1576
                            [imgCount] => 2
                            [lang] => 
                            [faq_on_page] => Array
                                (
                                )

                            [anchors] => stdClass Object
                                (
                                    [size] => 16
                                    [outboundSize] => 3
                                    [list] => Array
                                        (
                                            [0] => stdClass Object
                                                (
                                                    [text] => study
                                                    [href] => https://www.newvoicemedia.com/en-us/news/the-62-billion-customer-service-scared-away
                                                    [hrefDomain] => newvoicemedia.com
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [1] => stdClass Object
                                                (
                                                    [text] => according to Liveops
                                                    [href] => https://www.liveops.com/blog/flexible-workforces/companies-choose-work-home-call-center-model-flexibility-key/
                                                    [hrefDomain] => liveops.com
                                                    [rel] => noopener noreferrer
                                                    [isOutbound] => 1
                                                )

                                            [2] => stdClass Object
                                                (
                                                    [text] => Bureau of Labor and Statistics
                                                    [href] => https://www.bls.gov/ooh/office-and-administrative-support/customer-service-representatives.htm
                                                    [hrefDomain] => bls.gov
                                                    [isOutbound] => 1
                                                )

                                        )

                                )

                            [toc] => Array
                                (
                                    [0] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Will Technology Replace Customer Service Representatives?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [1] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Why CSRs are Important to Customer Retention. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [2] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Virtual Call Center Agents. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [3] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Growth of the Call Center Industry. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [4] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => The Most Talented CSRs Have This Quality:. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [5] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Inbound vs Outbound Call Centers. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [6] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => What Responsibilities Does a CSR Have?
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [7] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Customer Service Representative Salary. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [8] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Five Useful Skills for the Call Center Profession:. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                    [0] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Listening. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [1] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Patience. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [2] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Communication. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [3] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Technology. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                    [4] => stdClass Object
                                                        (
                                                            [level] => 3
                                                            [name] => Time management. 
                                                            [tag] => h3
                                                            [children] => Array
                                                                (
                                                                )

                                                        )

                                                )

                                        )

                                    [9] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Key Takeaway. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [10] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => About Pete Newsome. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                    [11] => stdClass Object
                                        (
                                            [level] => 2
                                            [name] => Related content. 
                                            [tag] => h2
                                            [children] => Array
                                                (
                                                )

                                        )

                                )

                            [og] => stdClass Object
                                (
                                    [ogImage] => https://www.4cornerresources.com/wp-content/uploads/2020/03/AdobeStock_235368298-1583843006-scaled.jpeg
                                )

                            [schema_type] => Array
                                (
                                )

                            [comment_questions] => Array
                                (
                                )

                            [body] => What You Need to Know About the Call Center Industry August 20, 2019 | Staffing Trends As consumers, we make phone calls to companies to pay a bill, make a purchase, resolve an issue, or to ask for information. Shopping patterns continue to shift from storefront to online, which has increased the importance of friendly and efficient customer service from call centers.  Will Technology Replace Customer Service Representatives? Evolving technology is shaping a new age for call centers, but providing a pleasant customer experience remains vital for businesses. This presents promising job opportunities for customer service representatives who embrace technology and efficient, friendly service. The definition of customer experience has changed in today’s digital age. Consumers are not content with a company that can only be reached from 8 a.m. to 5 p.m. They expect a business to be available any time, day or night, and they demand the freedom to select which channels to interact through. Why CSRs are Important to Customer Retention. Customer service can make or break a company’s bottom line. Loyal customers are worth as much as 10 times the dollar amount of their first purchase, according to the White House Office of Consumer Affairs. A NewVoiceMedia study from 2016 discovered that businesses saw an overall loss of $62 billion per year from poor customer service, which represents a $20 billion increase since 2013. Knowing that customer retention is drastically less expensive than customer acquisition, companies are investing more time and money on improving customer service and enhancing the customer experience. As a growing number of businesses have recognized that exceptional customer service creates a competitive advantage, they are providing call center team members with added tools and training. Virtual Call Center Agents. Companies use call centers to manage customer orders, questions, and complaints.  While traditional call centers are housed in central brick-and-mortar locations, a call center trend over recent years has seen a high volume of companies implementing teams of virtual agents. More than 80 percent of Fortune 500 companies are either currently using, or planning to use home-based agents, according to Liveops. These companies are discovering that the virtual agent business model reduces costs, improves customer service efficiency and decreases employee turnover. The virtual agent model is appealing to the business and employees alike.  For the company, it allows them to reduce overhead expenses by eliminating costly office space  while hiring from a greatly expanded candidate pool. For the employees, it allows for s the opportunity to work from home, and the elimination of  commute time and costs, while providing better work-life balance due to flexible working hours. Today’s work-at-home call center agent model has also grown with expanded training capabilities and improved cloud-based software options. This strategy provides almost no geographic limitations, as long as employees have the availability of high-speed Internet at their homes. Complete virtual call center firms like Arise, Sykes Home, and Working Solutions pioneered this model and have seen great success. Corporate titans like HSN, Enterprise, and Amazon have leveraged the virtual model to effectively coordinate their growth. The call center industry trend of hiring work-from-home employees is accompanied by a shift in focus from cost containment to a pleasant customer experience. Because of the improved technology, more companies are shifting their call center roles from foreign countries back to the United States. Understandably, consumers tend to get a better customer experience when call centers are staffed by people with whom they can communicate clearly. Keeping technology infrastructure in the United States also tends to be more cost-effective. Growth of the Call Center Industry. The projected growth rate for call center customer service representatives is 6 percent through 2026, according to the Bureau of Labor and Statistics. Considering there projects to be more job opportunities, and many companies are hiring work-from-home agents, the call cent