Call Center Career Growth Highlights Need for Management Training

As four out of five Americans report they would prefer 24-hour live customer service to a date on Valentine's Day, the importance of good customer service becomes evident and in turn leads call centers to expand services and improve call center management. Business-Programs.com provides educational resources about online business programs for prospective students interested in the rapidly growing field of call center management.

(PRWeb) February 21, 2007 -- As the public's dissatisfaction with customer service remains high and good customer service becomes more important, call centers hope to improve call center management and services. Business-Programs.com provides educational resources like online business program information and tips for those interested in call center careers (http://www.business-programs.com/articles/the-center-of-it-all.html).

A recent Business-Programs.com article, "Center of It All," reports that a focus on better customer service means call centers will continue to grow and management, staffing and training will all become crucial. The article explains that most call centers seek managers who have a certificate or a degree in call center management (http://www.business-programs.com/articles/the-center-of-it-all.html).

Call center management training programs listed on Business-Programs.com teach students how to:

•    Have a customer focused attitude

•    Actively listen

•    Question and confirm the caller's needs

•    Build rapport

A recent survey conducted by independent strategic research firm Luntz Maslansky reports that 81 percent of Americans would rather have 24-hour customer service from fully-informed live representatives than a date on Valentine's Day. Seventy-nine percent of people report they have not seen improvement in customer service in the past five years. Such high customer dissatisfaction is leading companies to expand call center services and improve management.

Anne Nickerson, president of Call Center Coach, emphasized the importance of call center management in a recent Call Center Magazine article. "I think supervisors are the most critical part of success in the call center," said Nickerson.

Vice President of Sales for a customer care company Matt Harles agrees. "One piece tends to be forgotten in the development of call center performance…this is the element that ensures results, keeps agents happy, and orchestrates performance: the call center supervisor," said Harles.

The U.S. Bureau of Labor Statistics predicts customer service job prospects, including call center managers, will be excellent, with more job openings than jobseekers through 2014.

Business-Programs.com offers educational resources to succeed in the competitive world of business whether visitors want to earn an MBA or even a business technology degree. Visitors can browse a directory of business schools or an extensive library of articles focused on business programs.

###