Call Center 101 - How To Get Hired Immediately

By Roberto L. Bacasong,
Company writer for Call Center Philippines Unique Interaction

IT'S nice to work in a highly regulated company like call center. Discovering the world of call center is interesting because you get to learn maintaining your stamina in talking to customers over the phone for at least 8 hours. Call Center 101 will help you understands the real picture of call center works. This article will provide informative insights of what is really happening inside the call center industry.

For those people who have interest in working to call center must know first some helpful guidelines. When you're looking for a job, yuppie workers preferred the call center it offers a high paying job. This is true because majority of contact centers operating in the Philippines offers competitive salary and benefits to thousands of their employees. The attractive package compelled new graduates or professional workers to apply and leave their current job to shift for a new career.

Call Center 101 will help the applicants passing the interview with flying colors and get the job in just a day. The first stage is usually the interview process. This is a fundamental and standard operating procedure which every applicant should undergo. Every call center in the Philippines has very keen human resource officers responsible for screening all the applicants in the initial interview. When the HRO is conducting an interview, you as applicant should answer the questions directly. Since your goal is to flawlessly get the job, you need to speak fluently as you can. You don't need to slang your intonation and diction which hampers you to speak thoroughly. The applicants must need to have focus and concentrations and listen very carefully to the questions being asked from you. Say anything you want to say provided your response is related to the main topic asked by the interviewee. Most o the applicants failed to make it in the initial interview because they are intimidated and nervous when the HR started asking questions on them. If you maintain your coolness and appearance, no doubt you'll move on to the next stage which is examination.

After the initial interview, the successful passers will proceed directly to take a written examination. The examinations mainly focused on vocabulary, English grammar, little of math, and computer test. If you have a scheduled interview, you need to review or better buy a grammar book catering English subject. This is very important because the applicants must pass the test before moving again to the next level. No matter how intelligent we are, it's better that somehow we need to be prepared all the time.

If you pass the exam, there are call center companies that the applicants should undergo call simulation. In call simulation, the applicants must answer the call from the company's representative and carefully listen and address the concerns of the caller. This stage is crucial, if you make it to the first and second stage of the exam, you should try your best to pass the call simulation test, otherwise, your application will not endorse to the final stage. Basically, in call simulation the caller will provide a situation and test your ability in giving quick and substantial tips in solving the situation. The applicants should observe courtesy, politeness and courteous like talking to the real customers. Always make sure to empathize with your customers no matter how angry they are. When the customers are irate, don't shout at them. Listen to every detail because they are looking for someone who will understand them. And also, learn from your friends. I'm sure you have couple of friends working in call center.

After the tough stage, your application having good remarks will be endorsed to the final interview in which a couple of managers will grill and test your ability. This stage is considered a near hire process, however, be aware of the words you replied to the interviewers. Show your willingness and your desire that you are the best candidate which the company should employ. In addition, don't be surprised if you found out that these managers are around your age bracket. In call center, every employee has future and promising career. These people are promoted because their skills are exceptional and their performances are amazing. In the final stage, usually the managers are going to ask you about little information about yourself, and they're going to test your speaking ability.

When you pass the hiring process, you are going to sign a contract and definitely scheduled for training. The training usually involves Basic English and product training in which the hired agents will learn the background of a particular account. Learning all these pieces of information help you stay in this industry. Sooner or later, you found yourself in the list of the supervisors or managers because of your outstanding performance in handling the customers.

Learning the Call Center 101 is the best way for you to get hired easily. Always put your best foot forward in achieving your goal in life. Help yourself move on to the supervisory level by avoid slacking off the floor.*