Have you thought about a career in the call center industry? If you enjoy engaging with customers and helping them get the most from their products and services, this may be the field for you. There are plenty of directions to move your career in for long-term success.
Discover six career paths to help plan your future as a call center professional.
1. Customer Service Representative
If you enjoy resolving customer issues through various channels in a calm, professional manner, then you may want to be a customer service representative. In this position, you often act as the face of the company. Your duty is to answer customer questions, resolve complaints, process and modify orders. You also provide instructions and information about products or services.
2. Customer Retention Specialist
As a customer retention specialist, you provide proactive support for customers to maximize the use of your company’s products or services. This helps increase customer retention, loyalty, upsells, and repeat business. Additionally, you handle contract renewals and cancellation requests, provide updates on product or service features, and share tips to get the most use from the offerings.
3. Product Support Specialist
Becoming a product support specialist means you are a subject matter expert on the company’s offerings. Because you understand every aspect of how the products work, you can answer complicated questions, troubleshoot problems, and educate on product functionality. You also update customers on long-term fixes and share customer feedback with the product team. Additionally, your role will include recording common problems for product documentation, internal knowledge bases, and agent response templates.
4. Customer Service Training Manager
You may want to be a customer service training manager if you want to create learning and development programs for new and existing customer service representatives. In this role you would also implement and oversee new training processes. This may involve anything from new hire training to management training and beyond. Ongoing maintenance of training materials and innovation in the best training methods are required. Understanding customer service processes, from basic problem-solving to product troubleshooting, is important as well.
5. Customer Implementation Manager
If you are interested in business-to-business technology, you might become a customer implementation manager. This means you are a subject matter expert on your company’s products or services. You help new customers implement your product or service in their organization according to their objectives and timeline. You also work closely with sales, product, and support teams to meet customer expectations and requirements.
6. Quality Assurance Manager
Working as a quality assurance manager involves ensuring that customer service representatives maintain a set of quality standards. In this role, you will also be responsible for making sure representatives deliver the best possible customer experience. These standards are specific to the company and may involve anything from a representative’s tone to their problem-solving ability. You also may be required to create and enforce the performance standards, evaluate agent performance, lead calibration sessions, and work with team leads to ensure they effectively coach their agents.
Find a Call Center Role
Work with Salem Solutions to begin or further your career as a call center professional. Visit our job board today.