Call Center Research Project

[callcenterstories]

Hello everyone! I, like so many of you, work in a call center. I currently assist customers in booking cruises but I have really done pretty much every job you can think of in my 6 years as a call center employee. I have dispatched photocopier technicians, sold office equipment, booked land vacations, filled fuel delivery orders, answered billing inquiries, and troubleshot internet issues...all over the telephone. I, like so many of you, have worked in fairly respectable in-house contact centers where I was treated with respect and felt that my job mattered. I have also worked in some outsourced call centers with questionable work practices, low employee satisfaction, and high attrition rates. My experiences, negative and positive, have started me thinking about the experiences of others from around the world. And so, I have decided to begin doing some personal research on what YOU all go through on a daily basis. I'm particularly interested in the following:
1) What motivated you to begin working in a call center?
2) If you have been working in the call center industry for awhile, what motivates you to stay?
3) Do you feel employee satisfaction is high or low in your current place of employment? Do you feel valued and have the sense that the work you do is recognized as important to your employer?
4) Do you feel you have learned useful skills in the call center industry that are applicable to other kinds of jobs?
5) Do you have any stories (positive or negative) about your day-to-day life in the call center industry that you would like to share?
6) If you have never worked in a call center, would you consider doing so? Why or why not?

I would love to receive as much feedback as you would like to give! Please email me @ callcenterstories@hotmail.com. Everything you write to me will remain anonymous and it is not necessary to disclose your current employer if you do not wish to do so. Your feedback is solely for my own personal interest. Thank you in advance!

Toni