Call Centers are the in demand employers nowadays, especially for the young ones. They engage in selling services, handling customer complaints, conducting surveys, and advertising and providing services like electronics, e-mail management, mortgage, advertising, insurance, and telecommunications. It is a fact that call centers are the “in jobs” today. The unprecedented rising of these outsourcing industries, however, cannot escape the idea that they, too, can have management issues because their rapid growth does not necessarily mean that they have a solid foundation for management. At times, their planning could be good, but this can also be untrue to other management aptitudes like organizing, implementation, action, etc. This conflicting part is just one of the reasons why I opted to choose some management topics relating to call centers. It’s quite unbelievable to think that for a company like a call center, which is earning more than the expected, management issues may also exist.

Typically, in a call center’s organizing process, hiring comes in. Most of the times, hiring process is increasing because retention for call center representatives and other staff is also fluctuating.  If person is aiming to earn money the quickest possible time, joining in a call center could be the best option. Compensation wise, a call center can provide more than what a minimum wage earner can have. However, what’s at stake for these employees is its health, which could be the main reason why above 50 % retention is hard to get. This fluctuating flow of employees forms part of the management issues that every call center is having now.

On the other side, call centers never fail to provide comprehensive trainings and seminars to their staff as regards the services that they offer to their clients. They see to it that their staff is updated with the latest techniques in call center management especially in the handling of customer complaints and inquiries. This leaves us a conclusion that despite their low retention rate,  call centers are still aiming to enhance the skills and abilities of their staff in any way possible.

References

Information Builders (2008).  Call Center Management. Retrieved December 4, 2008, from http://www.informationbuilders.com/solutions/call_center_management.html