How to Get Promoted in a Call Center

Table of Contents

Call centers offer numerous opportunities for career growth. The career steps from call center representative usually start with lead call-taker to supervisor to manager to director. Call center promotions vary according to organization structure; however, the way to move up is similar across organizations, regardless of the product or service your call center provides.

Step 1
Arrive at work on time, every day. Punctuality is a key element of a call center rep’s job performance. Compensating for an empty seat in a call center requires other employees to take more calls and potentially miss meeting their own productivity goals because they are helping out a team member who doesn’t show up for work or who is late to work. Avoid excessive absenteeism and tardiness to preserve your own work record as well as your relationship with your co-workers.

Step 2
Handle customer calls according to company policy and procedure. Following your employer’s guidelines for assisting customers is a performance expectation that call center employees can’t afford to overlook. Performance expectations vary from one call center to another. However, many call centers have goals pertaining to call time, number of calls you take each day or every hour of the work day, and the types of calls to escalate for supervisor support.

Step 3
Study guidelines and keep track of changes through continuous training and orientation. Pay attention during staff meetings, take notes and participate in training to learn as much as you can about your trade and the industry. For example, if you’re working in the pharmaceutical industry, gain knowledge about call center metrics and performance standards for call center employees, read trade journals and industry reports about emerging trends, new medications and workforce planning for call center activities.

Step 4
Ask your supervisor, manager or the human resources staff about training and development opportunities. Gather information about leadership training offered by outside vendors, as well as published training schedules in-house. If necessary, volunteer to attend training outside normal work hours so as not to disrupt your work day or risk not meeting your performance goals while you’re in training.

Step 5
Cultivate collegial and productive relationships with your co-workers. When you’re promoted, you may be supervising employees who were once your peers and the more you demonstrate your leadership skills and the ability to sustain productive workplace relationships, the smoother your transition will be. Transitioning from peer-to-peer relationships to supervisor-employee can be difficult, but if you build respect, trust and credibility among your current work group you are more likely to have a seamless transition to a higher level position.

Step 6
Show initiative. When job openings occur, talk to your supervisor or manager about your interest in being promoted. Ask for a mentoring relationship with your current boss to help you gain a footing for moving into a more responsible and better-paying role. Exercise sound judgment and decision-making skills in the performance of your job duties so your supervisor or manager feels comfortable in recommending you for a promotion.

Are you searching for a career where you have opportunities for advancement? Starting out in a customer service position can quickly lead to a variety of opportunities with a top employer. Join us Wednesday, May 3 for our “Advancing Your Career With a Best Company” Career Event! Register today!

Advancing Your Career With a Best Company

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