Working at a call center abroad: what is it, why would you do it, and where is the best place to go?

What is working at a call center abroad like?

• Working at a call center abroad means providing telephone customer contact for international companies. This can be both inbound (answering customers with questions) and outbound (sales, surveys, scheduling appointments).
• Unlike a helpdesk role, many call center positions place more emphasis on commercial goals, customer loyalty, or sales results.
• Call centers are located worldwide and are an important part of international business operations.
• The pace is high, results are target-driven, and performance-oriented work is key.

Responsibilities

• Answering inbound calls.
• Actively approaching customers (outbound).
• Selling products or services.
• Scheduling appointments or renewing contracts.
• Registering customer information.
• Working with targets and performance indicators.

Working Conditions

• Contracts are often full-time.
• Shift work is possible.
• Sometimes there are bonuses for commercial positions.
• The work begins with internal training and can lead to opportunities as a senior agent or team leader.

What are the reasons for working at a call center abroad?

• To learn to communicate persuasively: communication skills are developed, especially in outbound or sales-oriented roles.
• To become results-oriented: working with targets reinforces goal-oriented actions.
• To develop self-confidence: frequent telephone contact with customers enhances speaking skills and assertiveness.
• To become stress-resistant: the high pace and performance pressure require mental resilience.
• To learn to work professionally: structured processes and quality standards form the foundation of the work.

What skills and motivations do you need to work at a call center abroad?

• To be persuasive: persuasiveness is especially important in outbound or sales-oriented roles.
• To be results-oriented: working with targets requires a focus on concrete goals.
• To have self-confidence: frequent telephone contact requires courage and assertiveness in speaking.
• To be stress-resistant: the pace and performance pressure can be high. 
• Be professional: conversations are conducted according to quality standards and company guidelines.

What are the best countries and locations to work at a call center abroad?

• Countries with large global call center industries: Philippines, India, United States, Canada, South Africa.
• Multilingual international call center hubs: Spain, Portugal, Poland, Malaysia, Singapore, Mexico.
• Countries with a strong commercial or financial sector: United Kingdom, United States, Australia, Germany, UAE.

What are the risks of working at a call center abroad, and are you insured against those risks? 

What are the risks of working at call center abroad, and what happens with some regularity:

• What are the risks of working in a call center abroad, and what are common occurrences:
• that an unsafe work environment: infrastructure, health risks, political instability, and social distancing.
• that someone might contract a contagious or local disease, be unable to work for a period of time, or even need to be flown home. That performance pressure is high due to targets and that shift work impacts health.
• that prolonged phone work causes voice or concentration problems.
• that emotional strain arises from rejections or difficult conversations.
• When you work in the telemarketing sector, you may be exposed to greater financial or legal risks as soon as you start performing your work under your own responsibility. It is advisable, as far as possible, to also inquire to what extent your local employer is adequately insured for accidents, technical errors, or misjudgments. Of course, this is not always the case, nor can it be always ascertained in advance. Take this into account as much as possible when deciding whether to perform certain risky tasks.

Are you insured while working at a call center abroad?

• There may be several reasons why you need separate insurance when working abroad.
• Local employers generally offer limited or no supplementary insurance.
• During work, internships, or volunteering abroad where you receive compensation or a salary, your own health insurance coverage in the Netherlands may be cancelled. See the pages on: insuring paid work, internships, or volunteering abroad.
• See also: insurance for working at a call center for paid work, for internships and for volunteer work abroad.