LCC call center class helps fill a job need

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Story Published: Sep 4, 2007 at 6:36 PM PDT

By Jennifer Winters

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The call center industry has ballooned in Eugene-Springfield.Thousands of local workers are on the line at big companies and niche businesses.

But keeping all those positions filled isn't always easy.

Lily Rees pick up the phone and starts chatting, "Hey Jason, this is Lily." This may sound like a conversation between good friends, but Rees is actually making a sales call.

She works for Chief, a law enforcement supply company in Eugene that sells across the U.S. and in 70 countries.

She's learned the art of multi-tasking and is phone savvy. Rees says, "When you're calling them on the phone you don't have the opportunity to pick up things necessarily if you were face to face."

Turns out, workers like Rees are hard to find. John Utley, the Director of Sales at Chief says, "The call enter stigma is entry level, but this is not. This is outside sales but inside, I need the mentality, brains and skills set to do that job."

That's where Lane Community College comes in, offering a specialized call center customer service training class.

LCC Teacher, Terri Harley, says "We cover the basics of customer service, responding to customers, selling, how you sell a product."

With companies like Symantec, Royal Caribbean, EWEB and banks relying on call takers, LCC created a six week, intensive class.

Harley says, "Call enters is happening, all throughout Oregon." The class costs $750.

Call center wages start at about ten bucks a hour. but go-getters at chief can make 50-grand a year in base pay and commission.

Chief employs about 40 call takers, and because they've been successful, they're growing and ready to hire a handful more.

Chief's Director of Sales welcomes LCC's efforts.

Utley says, "Since we don't teach the "fundies," the fundamentalist, if lane can do that I'm all for it."

The reward, Rees says is helping people and selling something you believe in. "I love the job, this is the best job I've ever had."

LCC's next class starts September 10th.

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