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| Write an online review and share your thoughts about this career with others! |
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| Write an online review and share your thoughts about this career with others! |
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Author: |
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Anonymous |
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Date: |
May 25, 2007 |
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As a training and development specialist your career opportunities are vast. If you have a deep skill in a specific industry (i.e. technology, healthcare, etc.) you can augment you marketability by pursuing a training position. Alternatively, you can also develop skills in the training arena then offer those skills to subject matter experts to assist them in putting together education programs and training curricula.
Job duties include teaching training courses, welcoming employees at new employee orientation, writing lesson plans, marketing training courses, tracking attendees, and acting as a reference point for all sorts of questions. If you ever thought of becoming a teacher, but didn’t like the idea of working in a school or working with children, this is an ideal career. I would recommend this career to someone who isn’t bothered by public speaking, however, as a training and development specialist, people will look to you to be able to get up in front of a group and speak.
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Author: |
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Anonymous |
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Date: |
February 04, 2007 |
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To be more specific, I work for a company that does customer service evaluations. When you call somewhere for customer service and you hear the announcement "this call may be recorded to ensure quality customer service," we're the people ensuring that quality customer service. The job falls under the banner of training because our clients use us to evaluate what their agents are missing and what they could be doing better (and yes, sometimes we come up with a shocking situation that results in the agent being fired for gross misconduct).
Having a background in call center or customer service operations is essential to the job. By actually having walked a mile in a call center rep's shoes I have the ability to understand the pressure those reps receive from both customers and call center administration, and this insight helps greatly in composing fair and realistic evaluations. My colleagues without this experience seem to spend more time debating correct policies with each other than actually completing evaluations. Since we're paid incentives based on our productivity, this inexperience affects their personal revenue.
Beyond that, the basics: Heavy attention to detail, good writing skills and depending on the job you're evaluating, relevant skills in the client's field (technical, sales, etc.).
Would I recommend this career? Absolutely! The barrier to entry is low in terms of experience and education, and can be considered a middle step between a call center agent and a call center supervisor. After evaluating calls for a year or two, most of my co-workers find that they are very much in demand for supervisory or higher operations roles in other offices.
Drawbacks: Like other aspects of call centers, this position is vulnerable to offshoring. |
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