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The Pros and Cons of Working in a Call Center



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"The Pros and Cons of Working in a Call Center"
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Ah, yes! The pros and cons of working in the call centers. I've been in them on and off since 1983, and I'm comparing them to when I worked as a dietary aide.

FIRST THE PROS:

1. You are sitting inside a cubicle with a computer terminal right there in front of you. The work is not as physical as when I was a dietary aide. The only things that are physical in this job are typing and dialing your little fingertips to the bone, and that you are sitting down: and not standing up.

2. The hours are depending on where you're working at, and what type of business it is. You could be working Monday through Friday normal business hours, or you could be working at night, on the weekends, and the holidays if necessary. But as a dietary aide, I had to work nights, weekends, and holidays. After all, feeding sick people in the hospitals and nursing homes is not a nine-to-five Monday through Friday job..

3. The dress code can be either professional or business casual. You can wear whatever you want, as long as it's in good taste. When i was a dietary aide, I was always coming home with dirty filthy uniforms, and I had to wash them constantly.

4. The pay can be good or bad, depending on where you're working at, and if you work full-time, you can get benefits as well. When I worked in the nursing homes, the pay was low; but it was much higher in the hospitals.

5. You get to talk to people from all over the country or the local area: depending on where the calls are coming in from. As a dietary aide, I had to feed the patients. Most of the time, they were the same people every day. But of course, the patients are either discharged or die, and new ones do come in.

NOW THE CONS:

1. Your calls are constantly being monitored and /or recorded for quality assurance purposes, and I have to disagree with this. When they monitor your calls, I feel as though they don't trust you, but to them, it's not just a matter of trust.: it's a matter of quality assurance. They just want to make sure that the calls are being answered properly, that you're not misrepresenting the company and/or its clients, that you're not falsifying anything, that you're being polite and honest to the these people, and to measure your job performance. I can't tell you the countless number of times that I was called into the office because my production rate is too low, and that I was either disciplined or even fired.

2. You have to meet production goals, and that's practically impossible. You really have no control over who's going to call you (or who you have to call) and what's going to happen. But when I was a dietary aide, those meals had to get out on time, and that is something that you can control. But when if can't reach a CEO or a purchasing manager, that's a whole different story. But it's still a numbers game: no matter what.

3. You've got to deal with all kinds of people: some nice and some not. Same thing when you outbound calls. It's not your fault that the people you talk to are either not available, they don't have the time, they're too busy, and even refuse to speak to you. Even when calling businesses, you have to go through secretaries (or administrative assistants if that's what they want to be called) receptionists, and even office managers in order to speak to that person. They can talk about getting past the gatekeeper until you-know-what freezes over: it's their job to screen their boss's calls and to refuse them on their behalf.; especially doctors. Doctors are the worst people ever to call. They're too busy with patients, and most of them don't even take these types of calls. Next are CEO's and business owners. In reality, all business professionals are busy people and they don't have time to deal with these types of calls. But They're time is precious and valuable. If you're not a people person, then this type of work isn't for you.

4. If you're handling inbound calls, you have to process the calls fast. You've got to get them on and get them off the phone as quickly as possible. After all, they are timing your calls and if you're not within the specified talk time, you're in big trouble. Better yet, they'll either write you up or even get rid of you: it's as simple as that.

Based on my previous experience in the call centers, this is what I can come up with for right now.

More about this author: Lisa Fagan

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