What It’s Like Working in a Call Center? Real Experiences, Pros & Cons

Key Takeaways:

• Call center agents handle customer queries via phone, email, or chat, often working in shifts and focusing on goals like call time and customer satisfaction.
• Entry-level positions, skill development, growth opportunities, and a supportive team environment are key benefits for call center workers.
• Stressful interactions, repetitive tasks, strict performance tracking, and potential burnout are some of the challenges faced by agents.
• People who are patient, empathetic, adaptable, and enjoy problem-solving thrive in call center jobs.
• With opportunities for career advancement, TTEC has a supportive environment, training, and flexible schedules for employees.

A Day in the Life of a Call Center Agent

Working in a call center is fast-paced and structured. Most agents handle customer questions or issues through phone calls, live chat, or email. Depending on the company and the customer base, agents may work during the day, late at night, or even on weekends. Some call centers operate 24/7 to support customers in different time zones.

Here’s what a typical day looks like:

1. Logging in to systems and checking daily goals
2. Answering or making calls/chats to assist customers with questions, complaints, or purchases
3. Following scripts and procedures to ensure clear, accurate service
4. Writing call notes after each interaction to keep records and help future support
5. Most call centers use performance metrics to track progress. These include:
• Average Handle Time (AHT) – how long it takes to resolve each call
• First Call Resolution (FCR) – solving the issue on the first try
• Customer Satisfaction (CSAT) – how happy customers are with the support they received

Agents take dozens of calls a day, so staying calm, helpful, and professional is key—especially during busy times. While the work can be routine, each customer’s issue is different, keeping the day engaging.

Breaks and quick team check-ins help maintain energy and team spirit throughout the shift.

Real Experiences from TTEC Employees

Working in a call center at TTEC goes beyond customer service—it’s a journey of growth, teamwork, and purpose. Hear what some of our amazing team members have to say:

Armer, TTEC Philippines

“One of the things that helped me when I started in 2019 is the supporting trainers and fellow trainees, because you are in the same boat. I started as a frontline associate, taking in phone calls.

“And then after that, I was promoted to lead associate, doing chat support and handling some teams. Right now I’m a team lead, supervising my own team for almost a year now. Both personally and professionally, I can say I’m growing with TTEC.”

TTEC Team Members

“What I love most about TTEC is the people. The people are truly the company.”

“We set the tone, we set the pace so it is just pleasurable coming to work every day knowing that I'm going to see my colleagues and we're going to be able to work together, help the customers together, get better together. That's what it's all about—the people.”

Cheniqua, Licensed Insurance Agent.

“Making a difference in someone else’s life is an everyday thing at TTEC, and one of the key aspects that brings me joy.

It can be as small as explaining a plan to a customer or as big as diving into their needs to develop a plan that exceeds expectations.

It’s this kind of service and workplace atmosphere that I crave as a professional.”

Pros of Working in a Call Center

Working in a call center offers several benefits, especially for those who are just starting their careers or looking to develop new skills. Here are some of the main advantages:

• Easy to Get Started: Many call center jobs are entry-level, and the company provides paid training. No prior experience is necessary, making it an accessible option for newcomers to the workforce.
• Skill Development: Call center work helps you develop valuable skills like communication, problem-solving, multitasking, and time management. You’ll also learn to handle pressure, stay calm with customers, and use customer service tools and software.
• Growth Opportunities: Call centers often promote from within, so good performance can lead to career advancement. Agents can move up to leadership roles, quality assurance, or training positions, and develop a deeper understanding of the business.
• Team Environment: Call center agents typically work as part of a close-knit team. This means you’ll have coworkers to collaborate with, share ideas, and support each other. Working in a team environment helps boost morale and productivity.
• Consistent Pay: Most call centers offer a stable salary, which provides financial security. In addition to a fixed wage, many call centers offer performance-based bonuses, allowing agents to earn more based on how well they meet targets.

Cons of Working in a Call Center

While there are benefits, there are also challenges to consider:

• Stressful Interactions: Handling upset customers can be emotionally draining, especially when dealing with difficult situations regularly.
• Repetitive Work: Doing similar tasks every day can become monotonous and lack variety.
• Strict Performance Tracking: Call centers closely monitor metrics like call time and customer satisfaction, which can add pressure to meet targets.
• Odd Hours: Many roles require working nights, weekends, or holidays, which can disrupt personal time.
• Burnout Risk: Long hours can lead to fatigue and burnout without proper support.

Who Thrives in a Call Center Job?

Certain qualities and skills can help people succeed in call center roles.

• Patience: Call center agents often deal with customers who are upset or frustrated, so having the patience to listen and offer solutions is key.
• Empathy: Understanding and addressing customer needs in a thoughtful way can go a long way in building rapport and resolving issues.
• Adaptability: Call centers can be fast-paced and are always changing. Those who can adapt to new technologies, processes, and challenges thrive in this environment.
• Problem-Solving Skills: Enjoying the challenge of finding solutions to customer issues or helping them with inquiries is crucial in this job.
• Learning on the Job: Call center roles often require ongoing learning. If you’re open to training and improving your skills as you go, you’ll do well.
• Great Starting Point: Call center jobs are an excellent entry-level opportunity for those re-entering the workforce or making a career change. They offer a chance to develop transferable skills that can lead to other roles in customer service or management.

Join TTEC: Where Your Career and Impact Matter

Working in a call center provides a fast-paced, rewarding environment where you can develop essential skills and grow within a supportive team. If you're looking for a place where you can thrive, TTEC has an excellent opportunity. With training, career advancement prospects, and a company culture that values its employees, TTEC is the perfect place to begin or grow your career.

If you're interested in customer service, sales, or support roles, TTEC has a wide variety of positions that suit different skill sets and backgrounds. Don’t miss out on the chance to join a company that provides real opportunities for personal and professional growth.

Ready to take the next step in your career? Explore available roles at TTEC and apply today!

Frequently Asked Questions (FAQ)

Who is suited for a call center job?

People who are patient, empathetic, adaptable, and enjoy problem-solving typically thrive in a call center environment. It's also a good fit for those looking to re-enter the workforce or shift careers, as many call centers offer training and skill development.

Are there opportunities for career growth in a call center?

Yes, call centers offer several growth opportunities. High-performing agents can advance into roles such as team leader, trainer, or quality analyst. Additionally, call center experience can open doors to other roles in customer service, management, or support functions.

Do call center jobs require previous experience?

Many call center jobs are entry-level and provide paid training. Experience is not always required, making them a good option for people looking to start a career or gain new skills.

What kind of training is provided for call center jobs?

Call centers typically offer paid training to help agents develop essential skills like customer service, product knowledge, and using different software systems. At TTEC, training programs are designed to prepare agents for various challenges they might face on the job, lasting a few weeks.