If you’re passionate about customer service, 2016 can be the year that you launch or advance your call center career. Call centers employ a range of professionals in a variety of roles, from service representatives to senior managers. This could be the time to find the career niche within the call center industry that is just right for you.
Valuable Call Center Skills
Regardless of which call center role you are vying for, there are a number of qualities that add up to providing excellent customer service – and presenting yourself as an outstanding job candidate. They include:
- Strong soft skills: Call centers often are the first point of contact for a company’s customers, so it’s crucial that employees have well-honed communication and interpersonal skills. These strengths also include teamwork, negotiation, consensus building and conflict resolution capabilities.
- Organizational skills: These are especially important for performing data entry and database maintenance roles.
- Foreign language fluency: Being bilingual or multilingual is a competitive asset if you are pursuing a position at a company with global operations.
Landing a Call Center Job: Steps to Take
Take this steps to identify and be prepared to land your next call center position:
- Pinpoint your specific skills and area of interest. Define what services you can best offer. You may opt for IT, insurance or general customer service. Find your niche so you have a better probability of identifying the right role for you.
- Tailor your resume and cover letter. You may have a resume, but it’s not enough. You need to tailor it – as well as your accompanying cover letter – to each company and position that pique your interest.
Once you have secured an interview:
- Anticipate which questions may be asked and rehearse ahead of time. Basic call center interview questions may include, “What skills can you contribute to our organization?” and “Tell me something about yourself.” Have responses ready, which include specific examples from your past experience. Strengthen them by using numbers and percentages to tell your story. For instance “In my last position, I realized a 15 percent increase in profitable leads as a result of the calls that I handled.”
- Exude confidence. Dress for success, master a firm handshake, and perfect your body language. Non-verbal communication is just as important as the words you say.
- Be a pro. Arrive a little early for your interview, so you are relaxed and not rushed. Treat everyone you encounter with professionalism and respect. Listen – and respond to questions concisely and with enthusiasm. At the end of your interview, thank everyone and collect business cards, so you can follow up promptly with individual thank-you notes.
The CPS Recruitment team offers guidance, resources and the region’s leading employer database for call center job opportunities. Contact us today at email@example.com or 315-457-2500 so we can help take your career to new heights in 2016.