Call center employment comes in many different forms, from the home based call center jobs that freelancers do from a dedicated phone line to answering service jobs performed among a bank of phones in a warehouse setting and call center careers managing hundreds of employees. Jobs in call center operations sometimes rely on using sophisticated software programs and always count on a pleasant speaking voice and good customer service skills.

Many large companies, such as K-Mart and Microsoft, use in-house call centers and help desks that require inbound call center jobs to be filled. Service companies such as American Home Shield fill customer service call center jobs that serve as marketing arm of the company to get sales leads. Following the national trend in outsourcing however, most call center job opportunities are found in call-center employment services that service multiple clients. While many call center careers are built from the entry-level up to management, there are call center management jobs that are filled with degreed candidates. Check into the various avenues that you can take to get into call center careers.

1. Find the leading online call center jobs resources

2. Look for information about call center employment

3. Investigate call center careers from trade groups

Action Steps
The best contacts and resources to help you get it done

Stick with respected jobs in call center reference materials

New call centers are opening regularly that offer call center management jobs. You should shop around and consider how long a company has been in operation before applying for a job. Investigate the company through online resources and try to find someone who works there to answer any other questions you might have about the company.

I recommend: Use the Job Factory to get an in-depth overview of the call centers that are currently hiring. Read an in-depth white paper on the state of call center jobs from International Advances in Economic Research.

Use industry resources for a call center jobs industry overview

Information about the call center industry is widely available through many of the publications available online and in hard copy print versions. While you may get email alerts from your vendors, you'll want to get a complete picture before starting a new career or looking for advancement opportunities.

I recommend: Get an overview of the kinds of compensation plans available for call center operator and mangers at Pay Scale. Find a thorough overview of industry job recruiters and call center information at Call Center Careers.

Trust your sources at call center employment associations

Trade associations are non-profit groups that support the interest of the entire industry rather than specific commercial entities. The paid staff of the industry associations serve the wishes of the board, typically comprised of leaders form a variety of businesses who look for wide resources and information that will be helpful to its membership.

I recommend: Make important contacts that can help you with your job search while understanding the overall industry through membership in the Society of Consumer Affairs Professionals. Members of the Call Center Network Group are given plenty of opportunities to get an overview of the job market a well as leads to job openings in the industry.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Get involved with a trade group by serving as a volunteer on a committee to get know professionals who can provide you with a first-hand overview of the call center careers options they know about.

The customer service industry, along with careers in data entry, telemarketing, graphic design and virtual administrative assistance, is joining the ranks of viable home-based career options. Home-based businesses eliminate commutes, solve relocation problems and open up an array of job opportunities for individuals with short- and long-term disabilities.

Many talented and skilled employees with experience in jobs in call center careers are bypassing what has always been the normal career progression of call center management jobs and are instead choosing more entrepreneurial opportunities. With access to modern technology, setting up a home-based virtual call center is not too difficult.

In order to succeed in the freelance call center employment arena, you'll need to:

1. Purchase the required call center equipment.
2. Decide who your online call center jobs should target.
3. Build your client base.

Action Steps
The best contacts and resources to help you get it done

Get the equipment needed to jumpstart your call center career

You need call center software, a business-style phone, multiple telephone lines installed by the local telephone company, a headset, a toll-free telephone number for each client and office supplies to be successful at inbound call center jobs. All of this is an upfront cost, but you may negotiate reimbursement of things such as the monthly fee and installation fee of each telephone line with the client.

I recommend: Compare different call center software at Capterra.com. Try Quintum or Avaya call center equipment. Look for used equipment at eBay to save money.

Look for freelance or contract call center jobs

There are tons of small- to medium-sized businesses that need just a small amount of help answering calls. Find several small support jobs in which you may receive only a couple of calls a day for each.

I recommend: Search for freelance call center jobs at Call Center Directory.

Market your areas of expertise

If your customer service experience is in the area of department stores and retail, mention that in your advertisement. If you have a lot of experience in call center jobs that sell to inbound customers, market that aspect of your experience.

I recommend: Set up profiles and accounts on Web sites such as Guru and Elance. Customize your settings to feature your specialties, and describe what sets you apart from other customer service agents.

Advertise your call center in the right places

The Internet is the best place to advertise virtual call center services. There are many free ways to get your business name on the Internet. You may also consider direct marketing to your target market.

I recommend: Register for an account, and post ads for free at places like Craigslist.

Get hired by a company that employs people at home

If freelancing doesn't work for you, there are several companies that specialize in hiring at-home customer service agents and employees with experience in call center careers. Many are reputable, well-paying and prefer experience in answering service jobs.

I recommend: Apply at VirtuServe, Time Communications, VIP Desk, or Customer Loyalty, Inc.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Be sure that you have the time, space and energy to commit to an at-home career.
• •  Secure childcare for your children while you are working. Home-based call center jobs require the utmost professionalism.

Jobs in call center operations are widely available in most areas of the country. You can land call center management jobs if you come to the table with the right credentials. While entry-level call center jobs are prolific, the better paying call center employment requires business knowledge that only comes from training and experience. To pursue call center careers you should earn business, human resource and sales certificates and degrees. Call center job opportunities will continue to flourish for those who bring a multitude of skills to the job.

Look for jobs in call centers through online call-center employment services and through contacts and connections you can make in the industry. Use all the tools available to you to find the best jobs in call center companies. There are a number of avenues you should pursue as you continually upgrade your training for call center jobs.

1. Peruse online training and call center job opportunities

2. Find call center jobs and training through trade groups

3. Enlist the help of call-center employment services

Action Steps
The best contacts and resources to help you get it done

Watch for training for online call center jobs

Take the time to regularly watch the employment sites, as you look for call center job opportunities. You'll find a number of online training programs that will be most helpful as you search to upgrade your skills and credentials. Check out the requirements and look for training to make you more suitable for the position you seek.

I recommend: Check out the various training programs offered to advance your career at Ulysses Learning’s Call Center Training Channel. View the variety of options available for call center training whether online, through seminars and in-person seminars and in-house training sessions available from the International Customer Management Institute.

Look for answering service jobs through associations

While you are pursuing a career in business, you also should be accruing a list of connections that will help you throughout your career. Trade associations are great places to get involved with experienced call center professionals and make those important contacts. At the same time, most associations offer a wide variety of professional development courses that will look good on your resume.

I recommend: Call Center Learning Solutions can craft courses for an entire staff or provide one-on-one training opportunities in a variety of ways. Find a number of certification courses through the Resource Center for Customer Service Professionals.

Enroll with call-center employment services

The role of call center employment recruiters is to find the right kind of employee for its clients. Recruiters and headhunters know the landscape and look for the talent they have heard about through their industry contacts. Send your resume to recruiters so that they can at least know about your credentials and your availability. Update the service with a new resume after you complete additional certificate courses.

I recommend: Upgrade your resume with courses in management and other skills that you’ve finished from the Call Center School. Contact the Aprenda Group to learn about their extensive list of training and job skills enhancement programs for call center employees.

Tips & Tactics

Helpful advice for making the most of this Guide

• •  Make sure that your resume is top notch and error-free. Get someone with experience in call center management jobs to go over your CV to see if you've got the right targets highlighted.

Call center jobs are attractive to many people because call centers are popping up all over the country. Call center jobs often offer steady work, as well as good benefits and incentives. While many people assume that call center work means sitting at a telephone all day, taking or making customer calls, there are, in fact, many types of call center jobs available. Learning call center jobs key terms will allow you to see how flexible this type of work really is and can help you to hone in on the positions that interest you.

Action Steps
The best contacts and resources to help you get it done

Call center

Call centers are companies or offices that place outgoing calls to customers and take in-coming calls from customers. When you call a company to get technical support or when a telemarketer calls you, that person is likely calling from a call center.

I recommend: The Contact Group has a comprehensive and detailed explanation of what a call center is and what its function is.

Power dialers

Power dialers are mchaines that help agents at call centers place calls without dialing numbers. The machines automatically call numbers for call center agents so that agents can focus on their work. For many call center jobs, knowledge of how to use power dialers is an asset.

I recommend: Electronic Voice Services provides a comprehensive explanation of what power dialers are and compares power dialers to other dialers often used in call center jobs.

Customer service representatives

Customer service representatives at a call center take customer questions and concerns and pass them on to the appropriate personnel or resolve the issues over the phone with customers. Customer service representatives also answer questions, offer product support and generally assist customers.

I recommend: Uncle HQ offers a comprehensive explanation of what customer service representatives do for a business.

Telemarketers

Telemarketers are telephone sales agents who cold call potential customers to inform them about products, services or special offers.

I recommend: wiseGEEK has a detailed explanation of what telemarketers do.

Call center training managers

Call center training managers oversee the training of agents and other call center personnel to deliver what clients demand.

I recommend: Setupmycallcenter.com has a detailed explanation of what to expect from a training manager position.

Call Center Manager

Call center managers motivate and oversee customer service representatives and other staff working at a call center. Managers also ensure that staff members are performing well and, therefore, making money for the call center.

I recommend: Call Center Kit has a very detailed guide about what call center managers do.