Call Center Representative—a good start

Many graduates and some non-graduates get their professional start and gain valuable work experience as a call center customer service representative. As more companies place top priority on customer relationship management, call centers (or contact centers) need good customer service representatives. These representatives are typically grouped in inbound or outbound call teams. Inbound call center representatives reply to customer inquiries for information, provide customer assistance for the company’s products or services, and respond to customer complaints. Representatives at outbound call centers may make solicitation calls, collection calls for past-due customer accounts, or calls requesting donations.

Skills and Traits Required
Most companies look for the following general skills and traits when hiring call center customer service representatives:

• Strong communicator 
• Problem solver 
• Team player 
• Familiarity with basic computer skills 
• Positive attitude 

Performance Measurement
Contact Centers will periodically monitor calls to evaluate a representative’s performance. They also use metrics, for example, measuring call volume handled within a specified period of time, measuring average call duration, or analyzing customer survey feedback.

Work Environment
Although work environments vary from call center to call center, some share common characteristics. For example, representatives typically work in cubicles equipped with a computer, telephone,and headset. Privacy is limited and the environments can be noisy.The work can be stressful due to high call volumes and dealing with unhappy customers. And, after a period of time, the work may seem mundane. On the flip side, a call center is a great place to meet and build relationships with coworkers and polish important skills that are highly sought after by employers.