Calling Problem-Solvers: Making a Call Center Job Work for You

During the pandemic, the number of job postings for call center positions requiring employees to work from home has skyrocketed. For Americans with disabilities, being able to work from home is a great option, but potential candidates many wonder what it takes to be a good call center employee.

“You should be able to communicate over the telephone in a friendly and professional manner,” said John Bertram, Director of Call Center Operations at NTI@home, a nonprofit organization that helps Americans with disabilities find work-from-home call center positions. This includes the one in four Americans with invisible disabilities and chronic health conditions like asthma, COPD, cancer, and others, regardless of their SSDI benefits status.

There are also some technical requirements for working as a call center agent.

“A successful candidate will know how to use a computer, including some entry-level understanding of Microsoft Office, and products such as Word, Outlook and Excel,” said Bertram. “Candidates may also need to understand how to work with multiple applications open simultaneously and shift from one to another, while speaking with someone on the phone.”

“Agents need to type at least 25 words per minute, the quicker you type, the faster you can process a call,” he added.

As part of NTI’s training, candidates learn the required skills in a call center replica -answering calls as if they were on the job.

“Going through the training, answering mock calls brings you right into it and gives you 100 percent confidence,” said Lashaunda Garner, a former trainee who now works as a call center agent for Meijer, a supermarket chain in the Midwest. “The training was excellent."

As a position that deals with the public, there are times when things can get stressful. Some callers may have health or other serious issues and are looking for an understanding person who can provide guidance.

"Excellent communication includes really listening and understanding what the caller wants or needs,” said Bertram. “This is a job for a problem-solver.”

Successful call center agents:

• Can handle pressure
• Manage upset callers with grace
• Are good listeners
• Strive to be helpful

Another factor in being a good call center agent is time management. Managing several different tasks at the same time is a critical skill.

“Call center agents need to manage their time well, meet deadlines and other scheduling expectations,” said Bertram. “Being on time and doing what is necessary to balance your schedule and personal obligations is valued.”

Often candidates come to NTI after having been out of the workforce for a while and are seeking extra training to get ready for a new job.

“After an interview, candidates with experience will move through a short process and get linked with an employer,” said Bertram. “Candidates should be prepared to discuss their experience, and how they will bring value to the call center.”

NTI assists those who are reentering the workforce after a hiatus with testing and training. Once the training starts, there are benchmarks that each candidate is required to reach.

“Candidates must show that their typing speed meets the minimum standard for an employer, and will go through a preliminary skills assessment, which takes an hour,” said Bertram. “NTI also provides several hours of remote call center agent training over a three-day period to help prepare for the work-at-home call center environment.”

This article is part of NTI@Home's #WorkforceWednesday series, celebrating 30 years of the ADA by showcasing employment opportunities available for the 1 in 4 Americans with disabilities.

(A nonprofit organization, NTI@Home helps Americans with disabilities find work in call centers for government organizations, Fortune 500, and large and small businesses. Recently, NTI was featured in the New York Times, in an article on remote working during COVID-19. You can register for training and job placement services at www.ntiathome.org.)