How to progress your career in a Call Centre
posted 10 Apr 25
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, guidance, and training. Employees in senior roles have often been promoted from within as they are aware of the functions, processes, and systems within the call centre.
The skills to progress in a Call 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 are 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.Â
What skills do you need to grow 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 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 various 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 shows real promise.
Analytical mindset
From average call duration and percentage of time spent answering calls, Call Centre Agents are usually given their statistics daily or weekly. Quantitative statistics can not only be used to increase the productivity of an agent, but will 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 understand the importance of your role and respect your colleagues. Most call centres have clear and strict processes for monitoring and managing sickness, so ensure you conform to these practices when you are ill or late.
Improved performanceÂ
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. You may want to use technology, streamline your script, or undertake additional training to improve productivity and exceed targets.
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 while maintaining a good level of service. If performance drops during this time, customers may become irate, and the day can become more challenging.
If you’re looking to progress internally, it’s important to note that building relationships with your managers and peers is also beneficial. Keep an on any open vacancies and training opportunities while following our advice for career progression.
Learn more about a Call & Contact Centre career
Whether you’re looking for a temporary or permanent Call & Contact Centre role, our team are ready to help you find the job that meets all your requirements.
