Reprint From Column in Palm Beach Post, Sunday, August 10, 2003 Toby Chabon Berger
Success is on the line at customer call centers
Can't find a job in your previous field? Are you a recent high school or college graduate with little or no experience? Maybe you're a working parent who needs a flexible schedule or a senior who would like to supplement your fixed income.
If you fit into any of the above categories, the good news is corporate recruiters at inbound call centers are looking to fill positions that provide instant links to customer service, customer retention and customer satisfaction. Expanding technology adds to the growth of this sector beyond conventional telephone calls. The field now includes Web chats, Web call-back responses and immediate e-mail requests.
The expanding need for more sophisticated call-center technology also has provided many openings for consultants and technological service organizations to provide support. These companies know that answering their customers’ calls quickly will keep them competitive in a global economy.
The expansion also has provided new opportunities for consultants and service organizations to provide support to emerging or offshore call centers. Call centers operate 24 hours a day, seven days a week, receiving inquiries and providing information to customers around the world while finding solutions for their problems.
"The growth of this industry reflects the high impact of customers wanting immediate and personal attention and satisfaction. If a company provides technical support for a product or service, representatives must have knowledge in the technical aspects of the product," said Mo Bellio, president of Florida Corporate Center in Plantation, a global consulting company providing call center employee development and management-training programs.
"At the same time, they must be able to solve practical problems dealing with many variables. Some call-center employees are paid bonuses and commissions when customers call in and buy add-on services or additional products," said Bellio. "Although larger companies may be shifting call centers to foreign countries where they can pay less to the workers, there are still opportunities in this area for smaller more manageable call centers."
Recruitment for call center support remains strong for jobhunters with flexible schedules.
"Call centers must continuously recruit because of the high rate of attrition. Employment in a call center offers two-parent families flexibility of schedules, reducing the need for day care. Countless job opportunities exist for entry-level persons, people between jobs, and students who need to work part time," said Fran McFarland of Employment Service Center in Delray Beach.
Call center employers in this area indicated that finding qualified applicants for this customer service oriented occupation is a challenge in a survey conducted earlier this year by the Workforce Alliance of Palm Beach County.
"Many job seekers do not realize that entry-level positions can lead to career-advancement opportunities in supervision and management," said Janet Erony-Kahan, project leader for ACS, a company providing direct services under contract with the Workforce Alliance of Palm Beach County.
The Workforce 2003 survey of area employers gathered the following information regarding call center employers: Medical and dental benefits are offered at 46 percent of the companies surveyed; 83 percent had 401(k) programs; 17 percent had pensions; and a majority supplied paid vacations and holidays.
Additionally, 85 percent of companies in this area required no experience, and only 5 percent required technical job skills. But some skills were important to the field — 57 percent required communication skills and 23 percent required previous customer- service skills.
Joy zan Ek, senior call-center manager of Boston Proper, a clothing company in Boca Raton, said their center takes inbound calls around the clock, so the store is open whenever a catalog customer wants to shop. Even though their local work shift is from 8:00 a.m. to 11p.m., calls between 11 and 8 are answered seamlessly in a San Francisco service bureau where agents respond as Boston Proper representatives.
"Boston Proper looks for people who are customer-service oriented, who can provide empathy for customers and their needs. They must also be computer literate with keyboard skills of 35 words per minute. We look for people with pleasant and clear voices and good communication skills," zan Ek said. "We provide training if they need any reinforcement of those skills. Additionally, we provide a two-week orientation program where new hires are trained in our system of doing things. The training is a combination of classroom and hands on experiences."
Boston Proper employs 100 people locally. That includes call-center agents, offline-administrative positions and a management information system support team.
"Most people do not see call center positions as a career path. But, in actuality, it is a feeder into many of our corporate areas including merchandise buying and planning," zan Ek said.
Call centers are currently excellent choices for people who are in between jobs due to downsizing. They provide interim work, seasonal work, part-time and full-time opportunities.
Positions can be found on company Web sites representing banking, catalog sales, retail sales, credit card companies, warranty and product information, and telephone and cellular companies. If you yearn for foreign travel, but can’t yet afford the cost, consider call center positions. You’ll be connected to a global economy.
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