Call Centre: Are you a fresh grad/career shifter who’s interested in exploring a career? Do you have hesitations and reservations? Is it a good option? Will I stay long if I work there?
Let’s start with Call Center schedule – there is a graveyard shift, shifting schedule, willing to work on weekends and even on holidays. You need to adjust your sleeping hours if you consider the graveyard shift. You have to be awake in order to work. For shifting schedule, there will be times that your shift for the week will be different the following week. Some of us consider working on weekends and on holidays to avoid long commutes and travel time. Although there are other centers who offer fixed weekends off.
Considering you have to take calls for the entire shift. It seems easy that you do not know who are you talking to. Most of us don’t know how to speak English fluently. Even you speak well you might be having a hard time to converse because you don’t understand.
Do you even have a Customer Service Skill? Most BPO companies hire for CSR in which you’ll handle customer concerns. As frontline support, either you are required to provide a piece of information or fix something for the customer. Once you get an Irate customer it is your Job to either fix his/her concern or if it is not within your access/responsibility you may escalate the issue.
A multi-task is a skill needed also to minimize your call handling time. If you know what is the right tool to use while talking to the customer and documenting at the same time. You need to consider learning how to type faster than the accepted typing speed. This will help you minimize your call handling time.
For other companies, your break schedule can be flexible. You can take your break after you’ve finished something. In BPO the volume of calls is forecasted by the hour so you’ll be allowed to take your break if the volume is at an acceptable level.
I only listed 5 but there is one thing you need to do before thinking any of these. You need to pass the interview process. Most BPO companies will say it is a one day process. Yes, it could be a one day process. You need to bring food and drinks because there are lots of applicants.