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How To Become A Successful Call Center Professional With A Fast-Paced Career Progress
The contact center environment presents a tough and demanding but enjoyable and fast-paced career for people with endowment and purpose. This is the only industry I know where people can reach 2nd level positions within a year and 3rd or 4th level ranks within as quick as 5 years. In nearly all other industries, you’ll be fortunate to reach level 2 in 5 years. With my years of practice in the said industry, I have learned how to play the game; it’s a lot like Survivor, only better. Here are some guidelines to help you achieve success as swiftly as possible:
- Suck up to your boss without being perceived to be a sucker. What you’re trying to get is your boss’ recommendation and his or her view of you as his/her leading subordinate. The very last thing you want is the fury of your manager. You can either be the leading performer of the team to gain the notice of your boss or be your boss’ best friend; it’s best to be both. Politics is really a vital issue.
- Don’t get affected by popular discontent. Remember that patience is a virtue. In times of widespread dejection, try to distance your sentiments from the heat of the moment and yourself from co-workers with downbeat predispositions. Remain focused on your job and avoid expressing passionate opinions in support of or in opposition to management. If there’s however a need for you to take sides, always be on the management’s side.
- Don’t be hesitant to step up, but don’t overdo things or you’ll be regarded as an arrogant kiss-ass who wants to take all the recognition and praise. Assume the leadership role when possible; still, make sure to involve your teammates as much as possible and don’t fail to recognize their contributions no matter how vital or small they may be.
When all’s said and done, what you need to ensure is that you manage the 3 P’s – performance, projection and perception. You need to make certain that you keep up a decent balance of these 3. Regardless of how good you are in attaining metrics objectives, without people to back you up, you’ll never go up the ranks. On the other hand, even if you know everybody, without the numbers to back you up, it’s going to be hard for your “friends in high places” to defend your promotion. You must also project yourself as the worthy person for the position you’re aiming for. Your projection must translate to favorable perception of you by people who will be asked for input on the verdict for your promotion. You must make certain that what you’re attempting to project is what people perceive, or at least close enough to accomplish the results you’re hoping for.
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