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Customer Service Representative

A call center is a centralized office used for receiving or transmitting a large volume of requests by telephone. An inbound call center is operated by a company to administer incoming product support or information enquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.

A call center has an open workspace for call center agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centers, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the center are linked through a set of new technologies called computer telephony integration.

The contact center is a central point from which all customer contacts are managed. Through contact centers, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company's customer relationship management. The majority of large companies use contact centers as a means of managing their customer interaction. These centers can be operated by either an in house department responsible or outsourcing customer interaction to a third party agency (known as Outsourcing Call Centers).

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3 Reasons to Consider a Call Center for Your Next Job

Have you ever considered working in a call center? Itʼs probably different than you think. Call centers have changed quite a bit in recent years. Here weʼll look at three compelling reasons to consider call center employment.

Demand for Call Center Professionals On the Rise

The US call center industry outsourced many of its positions overseas during the 1990s. However, beginning in the mid-2000s, that offshoring trend began to reverse. Since then, thousands of call center jobs have been onshored back to the US. This new onshoring trend shows no signs of letting up. In fact, the Bureau ofLabor Statistics expectscustomer service call-center employment to grow 39% between 2014 and 2024.

And though it may be true that few would describe a call center position as their “dream job,” much of the reasoning behind that occupational stigma is outdated. The truth is, for the right candidates, jobs in modern call centers have a great deal to offer.

One of the first questions most job seekers ask is, “How much will this job pay?” Searching on, we found entry-level call center positions averaging between $12 and $14 an hour nationally.

A comparable industry job seekers may be considering is retail sales; however, another search found retail sales starting positions in the $8 to $14 range. Right off the bat, you could be making more money in a call center than in retail sales (albeit not by much). That is where you very often will get the highest compensation, because itʼs recognized that itʼs the hardest job.” In other words: those at the just starting out typically have more challenging customer service interactions, but they are compensated for this with higher starting pay.

Call center agents might have over a hundred conversations per day. For each, theyʼll have a checklist of specific tasks they must perform, such as starting with the correct greeting, asking the required questions and entering relevant data from the call. Each call is an opportunity for agents to either improve their efficiency, or learn from their mistakes. Call center agents have more such opportunities per hour than those in most other occupations have in a week.

Call center jobs use a set of skills which, to many people, come naturally: for example, being a “people person,” solving problems and communicating well. Call center supervisors also get the opportunity to hone their problem-solving abilities. Specifically, they learn the key management skill of negotiating compromise.

We wonʼt hide the fact that call centers have a high rate of employee turnover. They are fast-paced environments, and new agents who find they arenʼt cut out for the job usually do so very quickly. But people who do well in this type of environment can really thrive—and so can their careers.

One of the keys to being a good call center agent is staying focused and motivated. Advise that new agents to get used to the monotonous aspects of the job, and focus their energy on helping each customer the best they can. Maintaining a clear focus allows agents to help each caller individually, and the feeling of satisfaction when the agent has helped every caller at the end of the day keeps them motivated. And the agents who are able to stay focused and motivated typically get promoted: first, to the position of “lead agent,” then to supervisor (and, potentially, beyond). Lead agents usually have at least one year of experience, and are expected to assist their team of a dozen or so agents when they have questions.

Typical Job Descriptions

  • Professionally and enthusiastically answering incoming calls and electronic requests from patients, family members and other external parties to register new patients, schedule healthcare appointments, answer questions, handle complaints, troubleshoot problems and provide information on behalf of the practice(s).
  • Prompts, professional and pleasant telephone manner to ensure a positive and exemplary patient experience with the practice(s).
  • Work collaboratively with providers, clinical staff and other departments as necessary to ensure patient needs are met during every exchange.
  • Focus on patient satisfaction and resolution of patient inquires complaints and concerns in a professional and respectful manner.
  • Responsible for calming upset callers by providing a composed and professional demeanor and is able to identify and escalate priority issues for resolution.
  • Ensures accurate creation of new patient accounts in the practice management system avoiding the creation of duplicate accounts.
  • Communicates appointment details and any required preparation for testing along with necessary paperwork to facilitate on time arrival, appointment preparedness and optimal reimbursement.
  • Must be able to work in a team environment and have strong interpersonal and problem solving skills with commitment to professionalism.


Our competitive benefits package includes*:

  • Immediate eligibility for health and welfare benefits
  • 401(k) savings plan with dollar-for-dollar match up to 5%
  • PTO accrual beginning Day 1
  • Note: Benefits may vary based upon position type and/or level.
  • High School Diploma/ GED Equivalent


Additional Resources

Last Modified on Mar 10, 2023
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