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Professional Growth in Call Center?

Date Posted: 2011-10-19

You might be a recent graduate and you are trying to get yourself a decent job. When you look at job openings, you see a lot of ads for vacancies in various call center companies. Call center may not sound too foreign for you; maybe you already have friends and relatives working in them too. So you’re probably thinking if you can also find a satisfying career in a call center.

This article could give you a few insights on what it is like to work in a call center and what your career opportunities could be.

For starters, are you aware that call centers comprise almost 80% of the business process outsourcing (BPO) industry in the country? Philippine BPO companies offer call management services, email responses, sales, technical support, and customer service.

The Philippines has become a better alternative choice for BPO companies. The country is currently ranked second to India in terms of size and services offered. And Philippine BPO continues its aggressive expansion.

With this fact, thousands upon thousands of call center professionals are being hired on a weekly basis. The bulk of the vacancies are for call center agents but there are also other key positions in the company.

There is a lot of agent vacancies in call centers because internal promotions are common in this industry. Growth in the company is not at all hard to achieve if you show exemplary work performance and ethics.

Being a call center agent could just be a stepping stone to a higher position. There is a lot of support staff that help in the day to day call center operations.

A call center agent who exhibits potentials in training can be given the opportunity to be promoted as trainers. They in turn will conduct trainings to new hires.

Supervisors and managers are needed to guide and manage teams. If you exhibit leadership qualities, chances are you’ll get promoted to supervisory positions. With the rapid expansion of call center accounts, manpower requirements have also doubled.

You can also get promoted as a reports or business analyst who takes charge in handling and reporting call center statistics.

Given your vast experience as a call center agent could qualify you to be a member of the quality assurance group which ensures improvement in the company’s processes and procedures.

If you are a graduate of an information technology or computer course, you might want to consider pursuing a career as a member of your call center’s IT group.

There is also a workforce group that makes sure that there are enough agents on a specific shift to meet target or service level requirements for each account.

The job opportunities in a call center are endless. To ensure your professional growth in a call center company, you should always put your best foot forward. With so much competition in the call center industry, it takes more than the ability to speak fluent English to have a successful and fulfilling career in this industry.

So what are you waiting for? Are you ready for a career change? Who knows, the call center industry could be good for you!

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