At present, the management of the call center is basically composed of two types of personnel, one is the customer service representative who has been promoted from practice, and the other is the person who has jumped from other positions. The first type of managers have rich front-line experience, but due to the limitation of basic quality and management experience, it is difficult to undertake the task of the current call center strategy executor; The second type of managers, due to the lack of experience in call center operation and refined management awareness, can't lead China call center to the road of standardized and digital management. The lack of high-end call center management talents is the opportunity for customer service representatives to make career planning. Customer service representatives can make career planning along the career path from front-line agents to team leaders to supervisors to traffic managers to traffic directors.

Call center training experts.

The business division of the call center is more and more detailed, and the skills needed are more and more extensive, including voice, language, communication, marketing, conflict handling, data analysis, process shaping, customer expectation management, customer satisfaction management, customer care, service model innovation, profit model innovation and so on. The demand for these skills has led to the prosperity of the call center training industry. At present, most of the outstanding management talents in domestic call centers have turned to the training industry, but training is still a hot talent in the industry. Call center trainer is another career development channel that practitioners can choose.

Call center management consultant.

The rapid development of China's call center industry has encountered unprecedented demand for call center operation and management and talent bottleneck. Many call centers need experts to help them establish professional operation centers and first-class service levels. Customer service representatives can become call center management consultants through hard work.

Other functional personnel.

Call center employees serve customers at all levels outside the enterprise, and they need to know the operation process and business content of the enterprise, which has become the biggest advantage of other occupations in the enterprise. At work, employees of enterprise call centers can constantly examine their hobbies and adjust their functions to business, marketing, data analysis and so on. In most enterprises, the call center has become the base of enterprise talent training. Employees who come out of the call center have a sense of service and customer, fully understand the overall operation process of the enterprise and have the ability to think systematically, which is often better.