We humans have an inherent urge to grow in life. This is the reason why we have a tendency to seek work environments which are conducive to our personal and professional growth. And the reason why call center work environment is popularly considered as dull is because many people perceive the job of an agent as monotonous. There is only the same thing to do every day, pick up the phone and speak to the customers.
The call center industry attracts maximum proportion of newcomers. People who are fresh out of college and have no prior job experience are often recruited to fulfill the requirement of manpower. And these people cannot be straightaway given the task of handling calls, unless adequately trained. Simply because a call occurs in real-time! If the customer asks a question, then the agent doesn’t have the luxury of time to search for the answer and then get back to customer. The answer must be given within seconds. And the correct answer can be given instantaneously only if the agent knows what to say.