Career Options in Call Center

Market experts anticipate that the call center industry, more popularly known as BPO (Business Process outsourcing) industry is expected to generate revenues worth USD$50 billion by the year 2012. Moreover, during the same period, an additional 2 million jobs will be created in this sector in India.

These facts were made available for public information in the Nasscom-Everest India BPO Study, Roadmap 2012 report.

The report also stated that US will create the largest opportunity for call center professionals in the country until 2012. But UK, Asia Pacific regions, and Europe have still not been explored by Indians.

As far as the Domestic call centre industry is concerned, it had already reached a figure of USD$1.6 billion in FY 2008 by registering a 50% growth in this industry.

With the booming call center sector in India, it undoubtedly creates ample provision for call centre professionals in the country. This has caused a great number of call centres training institutes to be set up across different cities in the country.

Read on to know about the career options in this field and requisites for pursuing a career in this field.

Eligibility for call center training in India

The minimum qualification a student must possess to pursue a career in the call centre industry is a pass in class XII or equivalent from a recognized board or a bachelor’s degree. In few cases, knowledge in computer application is an added advantage. Also needed is good communication skills and proficiency in English. In most of the cases, BPO companies recruit candidates without prior work experience. Other requisites include- eligibility to work in a team, sound analytical skills, and high working standards.

Types of call center courses in India

Generally the duration of the call centre courses in India ranges between 2 weeks to 2 months depending on the role that a new recruit will be assigned.

The types of courses taught in call centre training are given in the table below. These may however, differ from one institute to another.

Course content Topics covered
Interview skills Mock Interview, Resume writing
Cross Cultural Etiquettes Tongue Twister, US and UK accent, Voice Modulation, Mock calling, Accent Neutralization, US, UK Cultures
Computers Computer Proficiency, Reading on Computers
Customer Handling Inter-department communication, Telephone Etiquettes, Customer needs
Personality Development Body Language, Motivation, Stress Management, Positive Thinking
English Speaking Group Discussions, Role Plays, Debates, Extempore

Institutes offering call center training

Many institutes in the country offer training for getting employed into call centers. Names of these institutes are given below along with their location.

  • Indira Gandhi National Open University
  • Aptech
  • Lason India in Chennai
  • Excellionn in New Delhi
  • Brainware (in major cities)
  • Enoma in Mumbai
  • Next in Bangalore, Mumbai, Vizag, Chennai, Hyderabad, and Pune
  • Accent & Communication Training Institute India in Mumbai
  • British Academy for English Language in Delhi
  • UTL Technologies Ltd in Bangalore
  • Compete Infotech Academy in Kolkata
  • ABK Academy in Chennai
  • Hero Mindmine Institute in Gurgaon
  • School of Languages & Soft Skills in Bangalore

Cost of the call center training courses

The cost of call centre training courses differs from one institute to another. British Council offers call centre training for 32 hours. The cost of the training session is 7,900 rupees. Other institutes may charge depending on the course content opted for.

Career prospects in call center industry

A wide range of career options are available for call centre professionals. An aspiring call centre professional can make a mark in the areas like Niche BPO, Comprehensive BPO, and Transactional BPO. At the place of employment, they can assume the following roles-

  • Team leader
  • Process Manager
  • Quality Manager
  • Head of Process
  • Head of Call Centre Operations
  • Medical transcription specialist (Health care sector)
  • Customer support executive
  • Support executive (voice)
  • Relationship executive
  • Customer service executive (Banking sector)

All these roles can be assumed as a BPO professional at different stages of appraisal and promotion.

Remuneration of call center employees

In a domestic call centre, a fresher can earn any amount ranging between 7000 rupees and 10,000 rupees every month. A fresher working at the international call centre can earn between 10,000 rupees and 15,000 rupees. This is applicable for an individual who does not have prior work experience. Depending on the experience, it can be higher.

Generally, the remuneration of an employee at a call centre (Customer Service Executive or Call Centre Executive) can be broken down into the following heads-

-Commission 1,250 rupees to 150,000 rupees
-Bonus 1,028 rupees to 39,933 rupees
-Profit Sharing 503 rupees to 114,524 rupees
-Salary 91,878 rupees to 298,632 rupees

So, the total pay will be between 96,438 rupees and 323, 891 rupees. This is an example break up of a salary of a call centre executive.