Customer service work has its challenges, but with the right mindset, it is possible to have a rewarding career. 

Thirty years of call center employment has given me a perspective on the characteristics of achieving a successful call center career.

Working in a call center as a customer service agent or call center jobs from home can be a rewarding career choice.

The foundation of working in a call center starts with courtesy.   Simple gestures of kindness such as: please and thank you show your caller that you are professional.

Showing empathy when it’s appropriate lets your clients know that you see them as human beings and not just another call to get through before ending your day.

A call center representative’s tone should show the proper emotion. Matching the customer’s pace without rushing them or creating unnecessary small talk is a key call center agent trait.

We are not always going to be able to tell the customer what they want to hear, but instead the truth.  Our customers ultimately want to be told what we can do for them; not a lie made up to expedite our call.  

Many companies offer incentives to customer service agents based on sales metrics.  Without integrity, you may find yourself doing something that is not in the best interest of the caller.  Lack of morals is one of the fastest ways to lose your job and tarnish a company’s brand.

Regardless of your position, leading by example shows that you are willing to go the extra mile for your caller. Not asking others to do something you would not yourself be willing to do.

Even when the stress of the job is at its highest, it’s imperative to keep that positive attitude.  Venting is inevitable, but take it off the call center floor or maybe blog about it. 

Call Centers need you on their schedule to handle anticipated call volumes.  With this being the nature of the business, you may often be asked to work hours suitable for the call flow.  Every company has a busy and slow season. It’s important to be willing to work extra when needed, and on some occasions, you may even be given extra time off.  

Changing systems and products are a constant in a contact center environment.  You may need to improve your thought processes and sometimes system knowledge to keep up with an ever-changing business strategy. Being successful means being willing to accept those changes and adapt quickly

Handling complaints and may I say, unhappy clients is part of the life of a call center agent. You need to develop a thick skin and realize that it’s not about you.  You are merely the person who represents the company. The ability to keep your emotions at bay is a must-have attribute. 

Feedback comes in all forms, from the customer, supervisors, and call reviews. Achieving a successful call center career means learning from those mistakes and taking advice from others.  

Lucky for us to have chosen this as a career since there are many job opportunities within our field.  Companies are willing to reward and recognize high-performing agents and the turnover within most centers is typically high.

If you find that you are suffering from burnout, no longer feel valued, or just have lost faith in the company you work for, it’s time to stretch your wings.  Move on to another place of employment or apply to another position within your current company.

• Employees of customer service jobs are expected to take incoming calls and make outbound calls to customers.
• Expectations include a knowledge of computer systems and company policies.
• Representatives working in customer service need to be able to speak effectively and be courteous.
• Hiring companies typically require previous customer service experience. Employees in a customer service job normally start working on phones before offline opportunities become available.
• Adherence to attendance guidelines is important since call volume is projected and staffed accordingly.  A call center career often will adjust employee schedules to meet call demands.
• Employees hired to a call center job, should expect to have calls monitored.
• Flexible scheduling is a must, to adequately staff and maintain a customer service office.
• Additional training is typically required to keep up with ongoing changes and systems.
• Customer service jobs can be at home or in a traditional call center office. Read more about working from home:
• Have a sense of humor and understand you won’t be able to make all your customers happy but be willing to try!