6 Things to expect working in a Contact Center

Overview

Spoiler alert, it is not all bad! Employees joining a contact center can expect a demanding, fast-paced, high-energy environment with a near equal mix of work and fun. Some might consider the work part repetitive, but with the right attitude and mindset, you can find success and remain engaged. This can be an ideal first job because limited experience is required, and all the training needed to succeed is provided. Additionally, the wages are very competitive and often outmatch equivalent roles in other industries. Also, the job nudges you just enough to keep the question of if you can do better always in mind to ensure you never lose sight of your overall goals. The following are six things to expect if you are interested in joining the industry. Knowing these may soften the culture shock and increase your chances of finding success.

High-security environment

The first thing you will notice upon entering and working in a contact center is the heightened focus on physical and information security. This has to do with the vast amount of sensitive information that clients have entrusted to the providers, the significant number of lives working in the facility, and the enormous financial investments that have gone into setting up the operation. The physical and information security teams have the critical role of ensuring safety measures are in place and are being adhered to. Like in any high-security environment, safety is everyone’s responsibility, and all staff members are required to play their part in the process. As such, cooperating, adhering, asking for guidance, and using good judgment will keep you and those around you safe. There is no benefit in shortcutting or circumventing protocols. All that this will lead to is you getting caught and disciplined.

A lot of customer contacts and interactions

There is work, lots of work. This is a good thing and aligns with the contact center business model, which is built on customers needing customer service that is rendered at a charge. Therefore, customers engaging, even for silly reasons, should be welcomed and treated with dignity because their ‘silliness’ if you want to put it that way, puts money in your pocket. While it may sometimes feel stressful, a contact center receiving more volume than they can handle is the better of two ‘problems’. Not receiving adequate volume over prolonged periods, though it may feel like a holiday, can indicate some tough business decisions like downsizing. As it relates to the workload, you can only do so much work in a day regardless of how full the queues may appear. So prepare for the maximum, knowing it can only come below. In the process, remember to learn all your can and have fun with your customers and teammates.

Constant performance tracking

Performance is meticulously tracked, managed, and constantly optimized. Contact centers are in the business of selling efficiency, and their premise is that they are customer service experts who can serve customers better than clients can. As such, goals and targets are constantly being calibrated to world-class standards. This necessitates that managers hold employees accountable for being on time, staying their entire shifts, spending the time at work as per assignment, and achieving their required performance objectives. The reputation of the clients and providers is dependent on the provider’s ability to sustainably manage their large workforce. To help with the process, contact centers continuously work to keep compensation and benefits competitively aligned to the work demands. In many cases, bonuses are tiered-based, allowing for higher payouts based on performance. So while some employees may find the job demanding and the environment stressful, the goals are achievable in most cases, and those who commit to them often find the compensation worthwhile.

Work-at-home opportunities

An estimated 30-50% of contact center Jobs are still in the work-at-home environment, and if you are interested in working from home, this may be an industry to consider. Resulting from the pandemic, clients were able to see that performance can be maintained and, in some cases, improved in the work-at-home environment and have expressed their desires to keep this as part of their operations. As such, many contact center jobs now in brick and mortar are being migrated to work at home, and employees are being assisted with making the transition in order to accommodate these client demands. For clients, there is also the added benefit of work-at-home providing business continuity in the event of challenges at or accessing the contact centers. The reality is not all industries can facilitate work-at-home. For employees who have this as a premium, many are finding great job opportunities in contact centers.

World-class training and development

Contact centers compete on the world stage regardless of where they are based. When they acquire high-profile clients, it is usually on merit through satisfying rigorous evaluation processes, proving that they can perform consistently at the required levels. Many of their clients are among the 500 wealthiest companies in the US who achieved their position through exceptional performance and customer service.  Therefore, contact center employees working for these clients are usually subject to the exact expectations, training, and development that these clients would have internally for their direct employees. In many cases, contact center employees must be certified by the clients before they can start customer interactions. As a result, contact center employees are trained to offer customer service at levels far exceeding local non-contact center offerings. If circumstances allow, many contact center employees would be qualified to work anywhere in the world for these high-profile clients. Therefore, working in a contact center is a great way to gain international experience and training without even leaving your home. Those looking to add to their resumes are finding great opportunities in the industry.

Great relationships

Contact centers carry large staff populations, which makes it easy for like-minded people to meet and forge friendships that may last a lifetime. Many agents today will be the leaders of tomorrow across various industries. This means working in a contact center can be a great way to grow your network, exchange ideas, and increase your span of influence. Also, it is not uncommon for romantic relationships to develop, which, if managed correctly and according to company policies, can blossom into many of the goodness that life offers. Contact center environments are melting pots and sources of many joyful experiences and unforgettable moments. Many former employees may not miss their tasks, but they certainly miss their friends and the fun interactions.

In closing

Whether it is high contact volume, constant micromanagement, the restrictive nature of the space, or a combination, employees often contemplate resignation. However, if it is for another contact center, you should know that most operate similarly. The competitive nature of the industry saw to this. On top of that, many contact centers share many of the same clients, so you can expect a similar work environment across different providers. So unless you know for sure that you are leaving for a different client with more manageable goals or goals you are more aligned with, it may be best to stick it out where you are and get through the learning curve. Once you have achieved proficiency which can take 3-6 months, you can expect smoother sailings, offering an ideal stopover until you are ready to take on the next chapter of your career. In the meantime, don’t forget to soak in the experiences, benefits, friendships, and other opportunities; you may only get one chance at it.