How to Earn a Promotion in Your Call Center

Call Center Supervisor

From time to time employees approach you asking for a promotion in your call center.  How do you respond?  What do you tell them?  Your response can be instrumental in the kind of infectious, positive call center culture you want to instill.

[step_graphics style=”3″ color=”#9d1515″][step style=”3″ text=”1″ headline=”Show%20up!”]%3Cp%3EWhen%20you%20take%20on%20the%20responsibility%20of%20a%20job%2C%20there%20are%20fundamental%20understandings.%20%20One%20is%20that%20the%20employee%20will%20show%20up%20for%20work.%20%20You%20would%20think%20that%20%E2%80%9Cshowing%20up%E2%80%9D%20is%20obvious%2C%20but%20you%20would%20be%20surprised%20these%20days%20how%20many%20employees%20think%20they%20don%E2%80%99t%20have%20to%20go%20to%20work%2C%20especially%20to%20get%20paid.%20%20Another%20fundamental%20is%20being%20present.%20%20Being%20present%20to%20earn%20a%20promotion%20in%20your%20call%20center%20is%20the%20absolute%20minimum.%20%20In%20fact%2C%20presence%20alone%20will%20not%20earn%20a%20promotion%20for%20anyone.%20%20But%2C%20it%E2%80%99s%20a%20start.%20%3C%2Fp%3E%0A%3Cp%3ELet%E2%80%99s%20define%20%E2%80%9Cbeing%20present.%E2%80%9D%20%20In%20order%20to%20earn%20a%20promotion%2C%20being%20present%20means%20not%20only%20being%20in%20the%20right%20place%20at%20the%20right%20time%2C%20but%20being%20focused%20and%20dedicated%20to%20the%20demands%20of%20the%20job.%20%20Basically%2C%20if%20your%20mind%20isn%E2%80%99t%20on%20what%20you%20are%20doing%2C%20you%20can%E2%80%99t%20be%20doing%20it%20well.%20%20And%2C%20if%20it%E2%80%99s%20not%20being%20done%20well%2C%20there%E2%80%99s%20no%20real%20chance%20for%20a%20promotion%20in%20your%20future.%20%3C%2Fp%3E%0A%3Cp%3EInstead%2C%20to%20climb%20the%20corporate%20ladder%2C%20you%20must%20be%20prompt%20to%20work%20and%20all%20meetings.%20%20Of%20course%2C%20there%20are%20times%20when%20%E2%80%98life%20happens%E2%80%99%20and%20you%20can%E2%80%99t%20be%20where%20you%20intend%20to%20be.%20%20The%20appropriate%20course%20of%20action%20when%20you%20can%E2%80%99t%20attend%20a%20meeting%20is%20to%20let%20your%20manager%20or%20supervisor%20know%20what%20is%20happening%20and%20why.%20%20Be%20present-minded%3A%20make%20a%20phone%20call%2C%20showing%20understanding%2C%20respect%20and%20responsibility%20about%20the%20importance%20of%20your%20role%20in%20the%20call%20center.%3C%2Fp%3E%0A[/step][step style=”3″ text=”2″ headline=”Professional%20conduct.”]%3Cp%3ETo%20earn%20a%20promotion%20in%20your%20call%20center%2C%20you%20must%20conduct%20yourself%20in%20a%20professional%20manner.%20%20Professionalism%20can%20be%20learned.%20%20It%20is%20a%20combination%20of%20having%20a%20mature%20attitude%2C%20social%20awareness%20and%20appropriate%20behaviors.%20%20How%20can%20this%20be%20determined%3F%20%20It%20is%20determined%20by%20the%20corporate%20culture.%20%20The%20executive%20leadership%20of%20the%20company%20determines%20the%20corporate%20culture%2C%20especially%20if%20they%20are%20onsite.%20%20If%20they%20are%20not%20onsite%2C%20the%20senior%20leadership%20dictates%20the%20culture.%20%20So%2C%20it%20can%20vary.%20%20What%20attitudes%20and%20behaviors%20that%20are%20appropriate%20in%20some%20call%20center%20are%20not%20in%20others.%20%20Generally%2C%20though%2C%20a%20corporate%20culture%20in%20the%20US%20is%20defined%20by%20revenue%20and%20profit%20margins%2C%20which%20means%20a%20sense%20of%20urgency%20sometimes%20overrides%20formal%2C%20business%20decorum.%20%20%20Ask%20your%20supervisor%20or%20human%20resources%20department%20for%20more%20information%20regarding%20professional%20conduct%20if%20you%20are%20struggling%20to%20get%20a%20handle%20on%20your%20call%20center%20culture.%3C%2Fp%3E%0A%3Cp%3EIf%20you%20want%20to%20earn%20a%20promotion%2C%20refer%20to%20your%20job%20description%20and%20ask%20your%20manager%20or%20supervisor%20what%20you%20can%20do%20to%20advance%20in%20the%20call%20center.%3C%2Fp%3E%0A[/step][step style=”3″ text=”3″ headline=”More%20training.”]%3Cp%3ELearning%20the%20ins-and-outs%20of%20the%20call%20center%20takes%20time%20and%20drive.%20%20Once%20you%20have%20learned%20what%20is%20necessary%20to%20perform%20your%20job%20at%20a%20superior%20level%2C%20you%20could%20be%20a%20candidate%20for%20promotion.%20%20Training%20is%20ongoing%3B%20learning%20never%20stops.%20%20Possess%20an%20attitude%20of%20humility%20when%20it%20comes%20to%20learning.%20%20If%20you%20demonstrate%20arrogance%20with%20average%20performance%2C%20chances%20are%20you%20will%20be%20passed%20over%20for%20promotion.%20%20Managers%20and%20supervisors%20are%20seeking%20talent%20who%20exhibit%20an%20aptitude%20for%20success.%20%20A%20rising%20star%20in%20the%20company%20is%20one%20who%20understands%20that%20training%20is%20vital%20to%20creating%20and%20maintaining%20best%20practices%20of%20the%20call%20center.%3C%2Fp%3E%0A[/step][step style=”3″ text=”4″ headline=”Better%20skills.”]%3Cp%3ELearning%20the%20knowledge%20is%20mandatory%3B%20developing%20the%20skills%20to%20build%20on%20the%20knowledge%20is%20also%20required.%20%20Without%20application%2C%20the%20call%20center%20knowledge%20is%20practically%20useless.%20%20Oh%2C%20you%20might%20benefit%20from%20the%20customer%20service%20training.%20%20It%20might%20help%20you%20become%20a%20more%20approachable%20person.%20%20But%2C%20to%20become%20a%20superior%20asset%20to%20the%20call%20center%2C%20eligible%20for%20promotion%2C%20you%20will%20be%20eager%20to%20employ%20the%20knowledge%20you%20have%20acquired.%20%20Learn%20all%20about%20call%20center%20metrics%2C%20forecasting%2C%20scheduling%20and%20workforce%20planning.%20%20Ask%20questions%20to%20learn.%20%20You%20will%20be%20creative%20in%20how%20you%20advance%20your%20skills%2C%20creating%20new%20knowledge%20for%20yourself%20as%20you%20become%20increasingly%20aware%20of%20how%20your%20skills%20can%20be%20used%20in%20your%20job.%20%20In%20other%20words%2C%20after%20you%20have%20built%20a%20strong%20knowledge%2Fskills%20base%2C%20analyzing%20and%20developing%20new%20ideas%2C%20approaches%20and%20methods%20to%20job%20accomplishments%20are%20best%20practices%20attributes%20of%20a%20professional%2C%20call%20center%20employee.%3C%2Fp%3E%0A[/step][step style=”3″ text=”5″ headline=”Caring.”]%3Cp%3EThose%20who%20earn%20promotions%20in%20call%20centers%20care.%20%20They%20care%20about%20themselves.%20%20They%20care%20about%20the%20job.%20%20They%20care%20about%20the%20organization.%20%20They%20take%20good%20care%20of%20what%20they%20are%20charged%20to%20manage.%20%20If%20you%20want%20a%20promotion%2C%20take%20good%20care%20of%20all%20matters%20of%20business%20within%20your%20reach.%20%20Take%20initiative%20when%20appropriate%20and%20communicate%20well.%20%20Work%20diligently%20so%20that%20when%20you%20make%20mistakes%2C%20they%20will%20be%20honest%20ones.%20%20Trust%20me%2C%20from%20the%20director%E2%80%99s%20chair%2C%20grace%20and%20forgiveness%20is%20much%20easier%20to%20extend%20when%20honest%20mistakes%20are%20made.%20%20The%20most%20aggravating%20interactions%20come%20when%20employees%20make%20irrational%20decisions%20that%20turn%20into%20mistakes%20and%20then%20lie%20through%20omission%20or%20commission%20to%20cover%20them%20up!%20%20%20Nothing%20hurts%20call%20center%20leadership%20more%20than%20bad%20business%20conducted%20poorly%20due%20to%20the%20lack%20of%20good%20care.%3C%2Fp%3E%0A[/step][/step_graphics]

To sum it up, the best practices of a superior employee who wants to earn a promotion will be great at showing up and being present for work, conducting him or herself in a professional, call center manner, utilizing available training, developing skills, and demonstrating good care for the job.  The best practices of a call center start with you practicing what it takes to earn a promotion.

If your goal is to move up within your call center operation, then enjoy these tips to get ahead.  If you are coaching your employee on development these are great tips to share.

If you found value from this article, please share using the buttons on top of the article, and please leave feedback below, in the comments section.

To your success,

Greg Meares

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About the Author: Greg Meares

As a Sr. Consultant for Performance Connections, Inc., Greg's primary objective is to provide value to organizations that are focused on raising brand awareness. Additionally Greg works on improving the customer experience, through business process re-engineering, and call center best practices. Greg is an industry expert and is often called upon to provide his analysis and solution oriented approach to improving performance in the BPO and Call Center industry.

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