How to get promoted (Call Center/Tech Support version)如何獲得晉升（呼叫中心/技術支持版）

Perhaps you work in a call center and you’re deathly tired of taking calls.也許你工作在一個呼叫中心和您deathly厭倦採取的來電。 Or maybe you’re thinking about switching careers but don’t want to go back to school.或者，也許您想轉換職業，但不想回去上學。 In the following article I’ll share some of my background, how I’ve earned promotions, and some what I’ve observed over the last 10 years in various customer service/support positions.在下面的文章，我會分享我的一些背景下，如何我已經贏得了促銷活動，和一些我所觀察到在過去10年中在各個客戶服務/支持的立場。

You’ve read it before, you’ll read it again - tech support is the burger flipping equivalent of the IT world.您已經閱讀它之前，您讀一遍-技術支持是漢堡翻開相當於資訊科技世界。 It usually pays $10-15 an hour, which is certainly decent, but nothing to write home about.它通常自付10-15美元一小時，這是肯定的體面，但沒有寫主頁有關。 You have to politely explain the same things over and over again to customers, who you will almost certainly grow to despise.你必須有禮貌地解釋同樣的東西超過和一次又一次的給客戶，誰，你幾乎肯定會成長的蔑視。 You’ll have supervisors who aren’t fit to work with goats, let alone humans.您將有監事會誰是不適合的工作與山羊，更遑論人類。 But it can also be a great place to jump-start your career.但它也可以成為一個偉大的地方，跳轉-啟動您的職業生涯。 Here’s why - most tech support jobs don’t require a vast knowledge of “everything”.這裡的原因-大部分技術支持的職位並不需要淵博知識的“一切” 。 Nor do they require a computer science degree.它們也不需要一個計算機科學學位。 If you’re at all computer literate and can bluff your way through an interview, you’ll probably get the job.如果您是在所有電腦識字，可以虛張聲勢您的方式，通過採訪，您可能會得到工作。 One of my peers @ IBM Global Services had literally never been on the Internet before being hired to do Internet technical support.我的一位同行@ IBM全球服務部已在字面上從未在互聯網上之前被僱用做互聯網的技術支持。 To be fair, this was 10 years ago - but the basic premise mostly holds true today.要公平，這是10年前-但基本的前提大多認為，真正的今天。 A high school diploma (or equivalent) is more than enough education to get your foot in the door.一個高中文憑（或同等學歷）是足夠多的教育讓您的腳在門。 I was hired to work at IBM even though I’ma high-school drop-out.我是雇來的工作，在IBM ，即使我高輟學。 The job I recently quit paid me more than $80k/year (US), and I still haven’t graduated from high-school.就業最近，我退出支付我美元以上80k/year （美國） ，和我還沒有畢業，從高的學校。

Many of the following tips are nothing more than common sense.很多人以下的提示，只不過是比普通常識。 Not all will apply to every call center or tech support position.並非所有將適用於每一個呼叫中心或技術支持的立場。

8 Tips to get promoted out of the call center八提示，以獲得晉升走出呼叫中心

1. 1 。 Try to find a tech support job where you’ll be directly employed by the company you’re fielding calls for.試圖找到一個技術支持工作，在這裡您可以直接受僱於該公司您菲爾丁要求。 Working for an outsourcing company (such as工作一外包公司（如 Nucomm nucomm , ， Convergys Convergys為 or或 Stream河流 ) can help you build your resume, but the promotion possibilities are typically limited to becoming a supervisor, trainer or “lead tech”. ）可幫助您建立您的簡歷，但推廣的可能性，通常僅限於成為一個督導員，教練員或“帶頭的高科技” 。 While each of those positions is certainly a promotion (and an increase in pay), they’re also not for everyone.而每一個這些職位無疑是一個促進（和增加在支付） ，他們也並不適合每一個人。 If you’re seeking a job as a server admin, network admin, programmer etc, outsource companies don’t often have these positions available for you to be promoted into.如果您求職作為一個服務器管理，網絡管理員，程序員等，外包公司不常常有這些職位為您提供獲得晉升到。

2. 2 。 Pay very close attention to your metrics.非常密切地注意您的數據。 Chances are good you won’t have much choice in this department, as your supervisor is almost certainly paying very close attention.機會是好的，你將不會有太大的選擇，在這處，作為您的主管幾乎可以肯定是十分的密切關注。 If average handle time (average call time) is something that you’re graded on, make darn sure you’re well within the accepted ranges.如果平均處理時間（平均通話時間）是一些您對分級，使石壩確保您以及內部的接受範圍。 If your handle time is too low, you’ll be accused of hanging up on customers or not fully supporting them.如果您的處理時間是太低，您將被指控掛對顧客或不完全支持他們。 If it’s too high, you’ll be accused of being “too chatty” or helping customers with unsupported issues.如果它的太高，您將被指控為“太chatty ”或幫助客戶與不受支持的問題。 Your supervisor is rated on how well you perform, so never give him or her reason to think negatively of you.你的上司是關於如何評價，以及您執行，所以從來沒有給他或她的理由認為消極的你。 Don’t give excuses either - your supervisor doesn’t care that the customer said you “made his day” by taking an extra 20 minutes to help them.不給藉口，要么-您的上司不關心客戶說你“ ，他一天”採取額外的2 0分鐘，以協助他們。 Your supervisor cares that your metrics are in line.您的主管關心您的數據是一致的。

Some call centers will focus on a specific metric for a period of time.一些呼叫中心將集中於一個具體指標，在一段時間內。 It’s critical that you pay attention and make sure that you’re covered for that specific metric.它的關鍵是你要注意，並請確認您所涵蓋的為具體的指標。 Example: your company has decided that April is “first call resolution” month.例如：您的公司已決定， 4月是“ First Call調查的決議”一個月。 During this period, make sure that your first call resolution is as high as possible, and don’t worry too much about the other metrics.在此期間，請確保您的First Call調查的決議是盡可能高的，不用太擔心對其他指標。 The supervisors and call center managers will sit around at the end of that month and look to see who had the highest FCR.上司和呼叫中心經理將坐在靠近上月底和本月看看，看看誰了最高的飼料轉化。 Make sure you’re on that list.請確認您該名單。

3. 3 。 Volunteer for extra duties or assignments, even if they’re ‘beneath’ you - especially when asked.義工額外職務或轉讓，即使他們很'下方'你-特別是當記者問。 If you’re a “level two” tech, and asked to perform level one chores, just say “no problem” and do it.如果您是一位“兩個水平”的高科技，並要求執行的水平一家務，只說“沒問題” ，這樣做。 Team-players are not forgotten.隊的球員是不會忘記的。 Sometimes you’re asked to do things just to see what your reaction is.有時您問的事只是為了看看有什麼你的反應是。 Keep that in mind.保持這一點。

4. 4 。 In the same vein as the suggestion above, pro-actively suggest ways to improve process, training, or other aspects of your role.在同樣的建議，作為上述情況，積極主動地提出改進的過程，培訓，或其他方面的您的作用。 If your company has a knowledgebase or web-based troubleshooting site (like this one!), submit documents to it.如果您的公司有一個知識庫或基於Web的故障排除網站（就像這一次！ ） ，提交文件。 Let the company know through your actions, not just words, that you’re a valuable resource.讓公司知道通過您的行動，而不只是換句話說，你是一個寶貴的資源。 Telling your supervisor and co-workers that you’re “too smart for this job” will only alienate you - even if it’s true.告訴您的主管和合作，工人您“太聰明，為這項工作” ，只會疏遠你-即使它的真實。 SHOW them that you’re being under-utilized.他們表明，您正在利用不足。

5. 5 。 Volunteer or request to chair-side with other departments.義工或請求主持方與其他部門。 If you want to work in a Network Operations Center, ask your supervisor if it could be arranged for you to sit with a NOC employee (during a not-too-busy time) for a few hours.如果您想要工作在一個網絡運營中心，請向您的上司，如果可以安排你坐在一個奧委會僱員（在不太遠的繁忙時間）為幾個小時。 Not only will you get a hands-on view of what a typical day in the life of a NOC person is (and possibly find out that it’s NOT the job for you, as I did) you’ll get to meet and network with new people.不僅你會得到手-對的看法是什麼一個典型的一天生活的一個奧委會的人是（也可能是找出它的不適合您的工作，正如我沒有）您將得到滿足和網絡新的人民。 Also, people love it when you show interest in what they do.同時，人們都喜歡它，當你表現出興趣，在做些什麼。 If you do decide you want to work in the NOC, whoever you chair-side with will give you a strong recommendation if you just pay attention to what they say, and at least pretend to be interested.如果您決定您想要的工作，在組委會，誰要你主持方與會給你一個強大的建議，如果你只是要注意什麼，他們說，至少假裝有興趣。 It almost goes without saying, but don’t even think about asking to chair-side during your ‘on-phone’ hours.它幾乎是不言而喻的，但也不想想，要求主持方在你的'對電話'小時。 Yeah, you’ll have to give up time on one of your days off.是啊，您必須放棄時間對您的一個休息日。

Similarly, if you want to be a programmer, write something that helps in your current role.同樣，如果您想成為一個程序員，寫些有利於在您目前的作用。 Improve the outage board.改善停電董事會。 Make a better version of an existing tool.作出更好的版本，現有的工具。 Then show it to your supervisor and before you know it half the call center will be using it, and you’ll be asked to create new tools.然後顯示給您的主管之前，你知道它的一半，呼叫中心將使用它，您會被要求將創造新的工具。

6. 6 。 Let your intentions be known.讓您的意圖，被稱為。 Tell your supervisor that you want to be promoted, eventually.告訴你的上司想要得到晉升，最終。 The turnover rate at call centers is so high that no one expects this to be the job you want for the rest of your life.離職率在呼叫中心是如此之高，沒有人會期望這是就業您想要的，其餘的你的生活。 But be willing to put in some time.但願意把在一段時間。 Don’t think that you can be promoted within the first few weeks of your new job.不要以為你可以晉升的前幾個星期您的新的工作。

Do NOT bring up this subject if your metrics (average call time, average first call resolution rate, etc) are not up to par.不把這個課題如果您的指標（平均通話時間，平均First Call調查的決議率等）都不能達到相提並論。 The very first thing your supervisor will tell you is to do a better job in your current role.非常的第一件事，您的主管會告訴你的是，把工作做得更好，在您目前的作用。 Also, make sure to explain that you don’t mind “paying your dues” first and that you don’t expect to be promoted overnight.此外，請務必解釋說，你不介意“支付您的黨費： ”首先，你不要指望得到晉升通宵。 Depending on the company and your relationship with your supervisor, you may want to ask if the two of you can put together a plan to help move your career forward.根據公司和您的關係，與您的主管，您可能要問，如果兩個人你可以放在一起的計劃，以幫助動議你的職業生涯前進。 The two of you can set goals and a rough time-line to achieve them.兩個您可以設定目標和一個粗略的時間線來實現這些目標。 While it’s unlikely that you’ll get a “do xy and z and you’ll be promoted” response, it shows that you’re willing to do what it takes.而它的不大可能您將獲得一個“做的XY和Z和您將晉升”的反應，這表明您願意這樣做有什麼需要。 This is also a good time and place to ask your supervisor what you can do to better your chances of a promotion, and make sure it’s on paper (or in email) so you can later show that you did everything that was suggested/required.這也是一個很好的時間和地點要問您的上司您能做什麼，以更好地您的機會，推廣，並確保它的對文件（或電子郵件） ，使您可以在以後顯示，你的一切，有人建議/必需的。

7. 7 。 Smile.微笑。 And yes, I know, this is the hardest one.是的，我知道，這是最難的一。 It’s true in all jobs, but especially in call centers - the folks who smile are the most liked.它的真實，在所有工作，但特別是在呼叫中心-鄉親誰的笑容是最喜歡。 The person who sits quietly in the corner, never talks to anyone and has a permanent frown isn’t going to be looked upon favorably.人誰坐在靜靜地在角落，從未向任何人會談，並已永久皺眉是不會予以研究後，媲美。 Sorry, it’s just the way it is.很抱歉，這只是我們的方式是。 If it takes thinking of how you’d like to toilet-paper your supervisors house in order for you to smile, do it.如果需要思考如何您想要的廁所紙上司內務為了讓您的笑容，這樣做。 The smile will also come across when you’re speaking with customers, no matter how much you want to hang up on them.微笑也將碰到當您在談到與客戶，不管有多少你想掛在他們身上。

8. 8 。 Become an expert in at least one subject.成為一個專家在至少一個課題。 It never hurts to be known as the ‘go-to’ person for a given topic.它從未傷害了被稱為'去'的人對於給定的話題。 If you’re an OS X/Apple expert, let your peers know that you’re willing to help them, since a lot of tech support employees are very Windows-only.如果您是OS X的/蘋果專家，讓您的同行都知道，您願意幫助他們，因為很多技術支持的員工都非常僅限Windows 。 Or learn one of your tools inside and out, and then document some of the more advanced or difficult features.或學習的工具之一內，然後文件中的一些較先進的或困難的特點。 But don’t let this backfire - many people also become arrogant when they’re a subject matter expert, and acting like a know-it-all will not help your career.但不要讓這種適得其反的-許多人還成為傲慢，當他們一此事的專家，以及署理就像一個訣竅，這一切將不會幫助您的職業生涯。

Are you a call center graduate as well?你是一個呼叫中心的畢業生，以及？ What did you do to get promoted?什麼你獲得晉升呢？ Share your tips in the comments - and if they’re good I’ll add them, so it can be a proper “10 tips” list分享您的秘訣在評論中-如果他們良好的，我會添加它們，所以它可以是一個適當“的1 0個秘訣”名單

Ross羅斯