How to put up a call center business?

Do call center jobs usually train you in the beginning? How long do this training part last before you're pretty much on your own? Or are you always able to get some guidance if you don't know something about the business?

• I live in the US so I guess I'm thinking of call centers in the US. If you have experience with this, please leave a comment.

• Answer:

  My first job was with a US based call center in India. Most call centers have a rather meticulous and rigid training plan. Typically it goes like this: a. Voice and Accent training: 1 week b. Process Training: 2-6 weeks, depending on process complexity c. On-job training: 2-6 weeks, depending on agent readiness Most English speakers aren't required to sit through the Voice and accent sessions. The Process training is usually quite rigorous, and it ensures that the agent can do a good job of answering all product related questions, in minimum time, and with maximum efficiency. An agent is also trained on how to act and react in a way that the company is not at risk of a lawsuit. This is especially true in processes with sensitive information like Credit card information, personal medical records, etc. Agents are made to sit through a series of written tests and mock calls to ensure that they are ready to take calls real time. The on-job training typically pairs up a new agent with seasoned agents in a "buddy system" where the new agents watch and learn. Team coaches and Team leaders are always available on the floor to ensure all questions are answered efficiently and correctly. In addition to all this, all calls are recorded. Several are monitored real time. Agents receive feedback on how they are doing, and are expected to adhere to a massive checklist of dos and donts. Hope this answers your question.