Call Center and Customer Service Support
Call center or customer service support representatives often have good communication skills and an interest in helping others. Read on to learn more about this field.
Is a Career in Customer Service Support for Me?
Call center and customer service support professionals are the public voice and face of a company. If you work in the profession, you will interact directly with the public and help customers get full use of a product or service. You must have excellent communication and people skills. While no formal education is required, employers often look for candidates with at least an associate degree, as this shows dedication and commitment to a field of study.
Working in a call center, you'll provide customer service support by phone. You'll spend most of your day on the phone, most likely equipped with a headset. You typically would not have your own office, but would work in a large open space consisting of dividers. Your hours could vary, and you may also be required to work irregular hours or on holidays. With experience and training, you might eventually gain employment as a call center supervisor, call center manager, customer service supervisor or customer service manager.
Employment opportunities for customer service representatives are projected to be good, according to the U.S. Bureau of Labor Statistics (BLS). Employment of customer service representatives is expected to grow 13% between 2012 and 2022 (www.bls.gov). According to the BLS, customer service representatives made an average yearly wage of $33,370 in May 2013.
How Do I Work in Call Center and Customer Service Support?
Both call center and customer service training programs are typically offered through 2-year colleges. Undergraduate certificate programs and associate degree programs are common. Throughout these types of programs, you'll learn how to resolve problems or complaints that customers may have, and utilize communication methods and management techniques. Depending on the type of program you're enrolled in, you may also study computers. You may also choose to enroll in a distance learning program, such as an online customer service course or an online program in call center training.
Throughout your educational training, you'll learn how to establish customer relationships, effectively represent the company you're working for and learn different ways of promoting the product or service you are selling. You'll not only learn how to interact with customers, you'll learn how to work in a team and successfully relate to others that you work with. You'll also learn the importance of displaying confidence and providing advice.