5 reasons I would be proud for my kids to work in a call centre

Carolyn Blunt gives 5 reasons why she would be more than happy for her children to work in a call centre.

I would be more than happy for my children to work in a call centre alongside almost 4%* of the UK’s employed population.

My kids are currently 7 and 4 and they want to be an author and a power ranger when they grow up. But, if that eludes them, these 5 skills that they would need to learn to succeed in this industry are why I would be more than happy for them to work in a call centre.

1. Communication

To succeed in a call centre you need to learn to listen, get concise, and speak clearly, fluently and with energy. You have to ask good quality questions and learn how to keep conversations on track.

2. People skills

You need to learn people skills. It is essential to find common ground, make small talk with the customer and to build rapport. As hard as it may seem at times it’s always important to use humour and find the positives in every situation. Working in call centre teaches you how to calm people down or build confidence in others. Ultimately you learn to empathise and problem-solve from the others person’s perspective.

3. Tenacity

You have to have motivation to take or make those calls. Self discipline, personal resilience and time management are the characteristics which will make you stand out in this industry.

4. Teamwork

Whether you love or loathe BBC 3’s ‘Call Centre’ Manager Neville Wilshire, he has got team spirit in that place and it all snowballs from him. When they sang ‘We Are Family’ I wanted to be in their family! The support, friends and (sometimes romance!) is all part of this unique and wonderful close knit environment. You only get out what you put in and everyone needs to do their fair share.

5. Broaden your horizons

If you think of a call centre job as being ‘stuck in a building on a business park’ you are looking at it all wrong. Those telephone lines bring in people from all walks of life and as almost 80%* of UK call centre activity is inbound; the customer is calling YOU to ask for help.

When you walk out of that business park at the end of a shift knowing you helped people, learned life skills, got paid and had fun? Well, it sounds like a good deal to me.

Carolyn Blunt

Carolyn Blunt

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Carolyn Blunt is a renowned trainer, business owner and writer. Her business, Real Results Training, specialises in soft skills training, particularly contact centre training, customer service, communication skills and leadership. Real Results Training is an approved centre for Institute of Leadership & Management qualifications. Carolyn Blunt has been voted Most Respected Person in the UK Contact Centre Industry 2012 by readers of Call Centre Helper Magazine. Carolyn has recently written the new book titled ‘How to Deliver Effective Social Customer Service’ to be published by Wiley in September 2013.

July 5, 2013

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