Mentoring for people in telephone call centers.
Telephone Call Centers is a administrative and support services field with its own language, its own way in and its own unwritten rules. A mentorhero session puts a mentee in front of somebody already doing that job for 30 minutes, so the questions get answered by a person instead of a search engine. These are the jobs that keep everything else running, and the career path is rarely written down anywhere.
- Session length
- 30 minutes
- Cost to the mentee
- Free
- Sector
- Administrative and Support Services
Why a session helps in telephone call centers.
The language of telephone call centers
A mentee leaves the session understanding the terms used on the job, not a glossary written by somebody outside it.
The route in, said plainly
Which qualifications, tickets or first jobs matter in telephone call centers, and which are a waste of money.
Thirty minutes, no cost to the mentee
Short enough that a working mentor can give it, long enough to change what somebody does next.
Somebody who has done the job
Mentors are matched on the work itself, so the person on the call recognises the problem straight away.
The language of administrative and support services.
These are the terms that come up in a telephone call centers session, and what they mean in practice.
SLA
The service level agreed with a client. Most of the working day is shaped by it.
Billable versus non-billable
Which of your hours a client pays for. It quietly decides who gets promoted.
Placement and margin
Recruitment language: the fee on a hire and what is left after costs.
First-time fix
Getting the job done in one visit or one call. The quality measure most support teams live by.
Where the jobs sit.
A mentor can walk a mentee through any of these, from the first job to the one after next.
Coordinator
Account or client manager
Resourcer and recruiter
Team leader
Operations manager
Bid and contracts
The questions that come up.
Moving from doing the work to managing the people doing it
Getting out of a call queue and into a specialist role
How to talk about targets and numbers in an interview
Whether recruitment or client-side is the better next move
Asking for a pay review when the margin is tight
Half an hour is enough for this.
How contracts and SLAs actually get won and kept
What a hiring manager sees when your CV lands
How to run a difficult client conversation
Four steps, no cost.
- 01
Say what you do or want to do
Tell us the part of telephone call centers you are aiming at.
- 02
We match you
A mentor working in the field, chosen on the job rather than the job title.
- 03
Thirty minutes on video
Bring the questions. No preparation, no cost, no obligation.
- 04
Come back when you need to
Sessions are repeatable as the next decision arrives.
The things people ask first.
Do the mentors actually work in telephone call centers?
Yes. Matching is done on the work itself, so the mentor either works in telephone call centers now or has spent long enough in it to speak from experience.
What does it cost a mentee?
Nothing. Sessions are funded by our partner organisations, so mentees never pay.
I am changing careers into this field. Is that still a fit?
Yes, and it is one of the most common reasons people book. Thirty minutes with somebody inside telephone call centers is the fastest way to find out whether the move is right before you commit to a course.
Can employers in this industry offer sessions to their people?
Yes. Partners fund sessions for their workforce, their candidates and their local community, and get live reporting on hours delivered.
Working in telephone call centers?
Give 30 minutes as a mentor, or book a session as a mentee. Both start on the same page.