There is a tendency to believe that call centre workers are condemned to talking on the phone in a depressing cubicled office. But actually, call centres offer a pleasant environment and many (and lucrative) career opportunities.
“There has been a relatively negative image of call centres since the 1990s, but we have been trying to take a somewhat more positive turn in recent years,” says Véronique Deschamps, Senior Branch Manager at Randstad Canada. According to her, some call centres have taken the name of “Centre of Excellence” or “Customer Service Centre” to restore their image.
With this new term also comes a new work environment. Employees now work in more inspiring and more stimulating environments. The cubicled offices have given way to open spaces, where everyone has a personal workspace. A view of the city, game rooms, video game consoles to relieve stress… heavy artillery has been deployed to attract labour.
It has been a necessary overhaul, considering that the rate of turnover in call centres was 80% on average in 2010. “We are now able to attract and retain people,” says Véronique Deschamps. “There are possibilities for advancement and benefits, and we are trying to build the skills of employees, so they can grow in the organization.”
Desired skills
From their side, employees must be bilingual, have strong relational skills and be focused on performance and results. An ability to withstand stress is also required. “The employees are extremely versatile. They work on two screens, talk with customers, take notes and check the file… all at the same time, in addition to providing good customer service,” the director highlights.
This type of qualification is particularly sought by many employers. Thus, the experience gained in a call centre provides access to more specialized and lucrative careers: analyst, quality controller, representative, supervisor, sales manager, etc.
This is not to mention that selling is present in a multitude of fields, from the retail trade to the pharmaceutical industry and engineering. “You master sales, or you don’t master it,” Véronique Deschamps believes. “It’s simply learning the product that changes, depending on the type of business.”