Independent Call Center Consultants
There is some confusion when it comes to the term "Call Center Consultant." Some people in the industry use the term synonymously with the following terms:
- Call Center Agent
- Call Center Worker
- Call Center Operator
- Customer Service Representative
- Customer Service Consultant
- Phone Rep
- Temporary Phone Rep
- Communications Consultant
An interesting fact is that companies will use these different terms over time based on their understanding of the job, the local marketplace, even what is politically correct at a given time in a given environment. This evolution in terms leads to the confusing (and sometimes amusing) issue of having several people in the same department doing the same thing, but having different titles and sometimes even different pay scales
There is also another definition of "call center consultant" and that one is truer to the meaning of the word "consultant" in general business use.
Like every industry, call centers use outside (and usually highly paid) consultant to implement changes, reorganize the center, streamline operations, and generally create more efficiency and ultimately more profit. Many consultants these days are advocating "up selling" and "cross selling" in call centers which means the agents are expected to offer customers additional items when they are placing orders.
Call center consultants have years of practice in the industry. Ideally, they have worked their way up, originally starting as agents. One is likely to become a consultant after holding senior level management positions in one or more call centers. Typical former corporate titles would be Senior Call Center Manager, Vice President of Call Center Operations, and Senior Vice President of Call Center Services. Due to their years of exposure to the industry, consultants also have connections at other companies which can be very valuable to the company that contracts with them.
As the industry matures, entire consulting firms dedicated to call centers have emerged. Because they work on telecommunication solutions for so many clients, they can help a company when it is ready to purchase new telecom hardware and software. They will help prepare the RFP's (Request For Proposals) that go out to prospective vendors. When the bids are returned, they help evaluate them. Their experience allows them to get answers to questions that the client may not even know should be asked.
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