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The Center of It All
January 19, 2007
by AJ Fanter
Business Programs Columnist
For most of us call centers are the places we contact for tech support or to make purchases. These days however, call center careers exist in an ever-expanding number of operations, including the Federal Government.
Several branches of government offer call center jobs, including FEMA. As with any call center, employees receive simulation training to prepare them for various calls. Some of the call center training covers service; some covers how to successfully resolve customer complaints and problems. However, even the best training can't prepare staff for a particularly challenging situation.
Stormy Days
Imagine you work at a FEMA call center. Your primary job is to assist those who have lost everything to get back on their feet. Now imagine this …Katrina, Rita, and Wilma -- all in one very long, challenging hurricane season. This is the kind of situation in which call center simulation training becomes invaluable. Not only had the callers lost everything they owned, but the call volume was exceptionally high for several days.
Call Center Training
Call center training helps front line staff to be prepared for those times when call volumes are high -- and teaches them how to bounce back after a frustrating or stressful call. Call center training programs teach students how to have a customer focused attitude, how to listen, question and confirm the caller's needs, and how to build rapport.
Call Center Management
As call centers grow, it is important that managers hire the right kinds of staff and implement the right training. This is why most call centers seek managers who have a certificate or a degree in call center management. With the right training, managers not only understand all aspects of successful call center operation but can effectively manage costs and schedule to ensure proper staffing based upon call volume. If you are presently working in a call center and are looking to advance your career, maybe its time to consider getting a certificate or degree in call center management.
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About the Author
Amy J. Price-Fanter is a full-time marketing writer specializing in direct mail for the gaming industry. She holds a B.A. in English from Colby College with concentrations in Education.
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