Call Center Career Secrets

A smiling man and woman working at a call center with colleagues in the background

Many call center employees are passionate about what they do. They strive to advance in their careers by putting their customer service skills to work. Here's how:

Types of call center jobs

Call centers typically employ a range of professionals in a variety of roles. From customer service representatives who handle client questions and concerns by phone or email to call center managers who review, implement and improve policies and procedures, it takes many workers performing different types of job duties to keep a busy call center running smoothly.

Skills for call center success

No matter what role you're currently in or what position you're vying for, there are several skills that most call center employees have in common, like the ability to provide excellent customer service. Because call center staff are often the first point of contact for customers, it's also crucial they display top-notch soft skills and strong communication abilities.

If you work for a company with global operations or a diverse customer base, fluency in multiple languages can be a boon to your career advancement, too. Finally, possessing great organizational skills is important for performing data entry and database maintenance, and leadership abilities can help you move up the ladder to more senior roles. If you want to advance your career at a call center, make sure you have these skills — and the experience to back them up — in place.

Training and development

Think about how you'd like your call center career to progress and in which areas you might need to build new skills. Take advantage of any training and development opportunities offered by your employer, or seek out classes and programs through local educational institutions, professional associations and online providers.

Also, if you are a customer service rep eyeing a role in management, consider volunteering to lead new initiatives for your employer, as this can demonstrate your ability to assume more responsibility and help you gain visibility at your firm. Just be careful not to get in over your head. Taking on extra duties when your plate is full can cause your performance to suffer and even lead to burnout.

If you are looking to advance your career in a call center, it can be useful to consult an industry resource like the OfficeTeam Salary Guide, which includes the latest compensation and hiring trends for administrative careers. Discover the top skills that are in demand, as well as salary ranges for different types of call center positions. This information can be extremely useful in determining what your next career move in a call center should be.