What Working in A Call Center Taught Me


I remember beginning my job at a call center being excited. The job was new, a complete change of scenery, and as a college graduate I considered the money being made as decent because it was above minimum wage.

I placed myself on a timeline of six months.

For me, there was no purpose there. It was simply just a job. I made the assumption that because I had a college degree, I would be picked up with something more permanent in no time.

Well six months turned into almost two years.

I eventually became complacent after questioning why God still had me “stuck” there. After all, I did my part, I applied for job after job after job. What else was there to do?

My complacency shifted to discouragement and slight depression.

Looking back over the timeframe, a year had gone by and I couldn’t understand why I was still there or what I may have been doing wrong.

But one lovely day, after a sermon from my pastor, the lightbulb went off.

My perspective on my purpose of being there was all wrong.

The job only became comfortable once I quickly topped out and excelled the metrics set before me. When the job was no longer viewed as a new and exciting challenge, I was quickly ready to depart.

But in the mist of my “success” in the workplace, the lesson that I needed to learn was still untouched and unrecognized because my perspective was all wrong.

It was not until a recent conversation that I realized the skill set that was embedded in me is because of my experience in the call center.

I pride myself in customer service.

I sincerely believe in creating a warm and inviting experience for my customers that would be one to remember.

Previous employment, prior to the call center, did not teach me about the importance of customer service as it relates to business.

However, the goals, metrics, and response structure set before me in the call center environment is what taught me how to actively and effectively respond to my customers via email and phone.

In the challenging shift of my perspective, I stopped looking for a way out, and begin looking for the lesson that needed to be learned in that environment.

Throughout this process, I became one of the top agents and leadership looked for my opinion when changes needed to be made.

Not only, was I able to gain experience in providing exceptional customer service, but, I was also being equipped to properly handle myself in a professional environment.

In all situations in life, know that your perspective can determine how long you may remain at a given place.

Ask yourself, is the glass half full or half empty. If your answer leans towards the negative, find the silver lining and understand that there is always a lesson that must be learned before you can be released to your next stage.


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