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One of the benefits of working in a Call and Contact Centre is the opportunity for career progression versus other lines of work. Typically, as a Call Centre Agent or Customer Service Representative, you will be part of a large team and company that requires team leaders and managers to offer mentorship and guidance. Training is provided by the company and senior roles are often offered to those with previous experience of working in a call and contact centre, with awareness of functions, processes, and systems. 

Typical hierarchy for a Call & Contact Centre

Starting as a Call Centre Agent or Customer Support Representative, there are several routes for career progression. The larger the organisation, the more senior positions available as different departments and teams require more leadership roles. Senior roles may include a Call Centre Manager, Call Centre Team Leader or Supervisor, Contact Centre Manager, or even a Customer Services Director. There is also the option to branch off if you develop a particular interest or skill, for example, into the quality team as an Analyst or training team as a Coach. 

Tips for career progression in a Call Centre

Offer mentorship 

If you are good at explaining processes and helping your colleagues, there are often opportunities to ’buddy’ and offer help to new agents to help them settle in. Offering mentorship earlier on in your career could enable a smoother transition from peer-to-peer to supervisor-employee relationships. 

Industry knowledge 

If your call centre operates in a particular industry, then knowledge of the industry itself may open up many different opportunities. Understanding wider issues that have a knock-on effect on your organisation by reading trade publications, industry reports and keeping an eye on emerging trends can show real promise. 

Analytical mindset 

From average call duration and percentage of time spent answering calls, Call Centre Agents are usually given their statistics on a daily or weekly basis. Quantitative statistics can not only be used to increase the productivity of an agent but can also highlight trends with particular topics or issues, which you can then raise with your manager. 

Good attendance and punctuality 

Sickness and absenteeism can put intense pressure on co-workers and the company. Being on time for shifts and taking minimal sick days shows that you respect your colleagues and understand the importance of your role. Most centres have clear and strict processes for monitoring and managing sickness so ensure you conform to these practices if you are ill or late.

Improved performance  

Setting yourself weekly targets and goals versus the previous week or period will help you continuously improve performance and show that you are keen to develop personally. To improve productivity and exceed targets, you may want to utilise technology, streamline your script, or partake in additional training. 

Be aware of busy periods

Another way to improve your performance is to be aware of busy periods and seasons. Typically within a call centre you will have your busiest period between 10 am and 12 noon on a Monday. Maximise this window of opportunity by taking as many calls as possible whilst maintaining a good level of service. If performance is poor during this time, then customers may become more irate and the day then becomes more difficult.

If you’re looking to progress internally, it’s important to note that building relationships with your managers and peers is always beneficial. You should keep an on any open vacancies and training opportunities alongside following the above general progression tips. 

Do you have experience working within a Call & Contact Centre and looking to progress your career? We work with many leading retailers and have a wide variety of roles available including senior leadership roles. Chat to one of our Call & Contact Centre team today to find out more.

Related articles:

·        A day in the life of a Call & Contact Centre Representative

·        Why a career in customer service is for you