Providing Customer Service Through A Career In Call Center Management

If communication is one of your biggest strengths and you're good at getting your ideas across without having visual contact, a Call Center Management degree specialization may be a good career fit for

Businesses worldwide use call centers to meet their goals and interact with customers. Companies often outsource their phone operations to call centers which can handle customer orders and complaints so they can focus on their products. With a Business Management degree specializing in Call Center Management, you can be on the frontlines of an organization's customer service activities. A Call Center Management specialization can teach you the verbal communication skills you need to connect with people over the phone.

Courses to Expect

In a Call Center Management degree program, you'll learn through interactive computer-based scripts how to provide excellent customer service. Some key courses your college's program may offer include:

  • Call center customer service representative skills
  • Call center labor force management
  • Call center operations management
  • Call center strategic leadership
  • Financial accounting
  • Principals of management
  • Professional communication

In this degree program, you'll learn how to choose and manage a strong customer service team, how to balance customer requests with meeting budgets, how to use automated software tools, and how to develop and maintain a call center.

Career Trajectory

There are many career opportunities for graduates with a Call Center Management specialization, whether it be in sales, customer service, or collecting agencies. The approximately 2.3 million customer service representatives currently employed have made the industry one of the largest out there (Bureau of Labor Statistics (BLS), 2010). Many call centers are open for extended hours or around the clock and employ part-time or split-shift workers. As a result, a customer service position in a call center could offer you a flexible work schedule and an hourly wage of around $14 (BLS, 2010).

Working in a call center as a bill or account collector would be very similar to working as a customer service representative, but you might spend time attempt to collect payment on overdue bills. According to the BLS, "The work can be stressful, as many consumers are confrontational when pressed about their debts. Successful collectors must face regular rejection and still be ready to make the next call in a polite and positive voice. Fortunately, some consumers appreciate assistance in resolving their outstanding debts, and can be quite grateful."

No matter what career path you choose, a Call Center Management degree can prepare you to succeed in a job that will let you solve problems and talk to people on a daily basis.

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