Like so many people in our industry, I fell into the Contact Centre world by accident.
This article is part of our Contact Center Management Series — a collection of articles that bring together practical guidance and insights to help Contact Centers run better and deliver stronger results.
I started out in Finance
My first career was in finance. I studied accounting, became a Management Accountant, and eventually moved into senior finance roles in Beverly Hills. I loved the work — and because finance is often invited into senior discussions, I got a behind-the-scenes look at how organizations really run.
Then came the moment that changed everything.
From Finance to Operations
At one of the companies I worked for, a direct marketing firm with large Call Centre and Distribution operations, the VP of Operations resigned.
I had worked closely with her, learning from her and building financial models for the business. A few hours after her resignation, the CEO called:
“Dan, you know the numbers, you’ve earned respect across the business — how would you feel about taking her role?”
I said yes.
That decision — moving sideways from VP of Finance to VP of Operations — transformed my career.
Like many in this industry, I became a Contact Centre leader not by design, but by circumstance.
Why That’s Both Common — and Risky
Most Contact Centre professionals I meet around the world have similar stories. They didn’t plan on a career here; they landed here.
The upside? They bring fresh perspectives and transferable skills.
The downside? They often lack formal grounding in the Contact Centre ecosystem.
That was me. Even after years in senior operations roles, I still felt like an amateur. I could run a business, but when Clients asked about KPIs, forecasting, or coaching frameworks, I wasn’t always confident.
https://www.omnitouchinternational.com/introducing-our-team-leader-series-of-articles/
Choosing to Become a Professional
So I made a choice. I decided to become a Contact Centre professional — not just someone with “years of experience.”
That decision led me to pursue industry certifications, deep learning, and global collaboration. I invested heavily — in myself, in my company, and in my colleagues.
It wasn’t just about credibility. It was about mastering a complex ecosystem that blends operations, people, customers, and leadership.
And the more I invested, the more I grew. Eventually, I moved from amateur to professional.
Why This Matters
Years of experience don’t equal mastery. Practice doesn’t make perfect — it makes permanent.
If you want to be taken seriously in this industry, you need more than time served. You need formal know-how, a willingness to invest in yourself, and the courage to say yes to opportunities that stretch you.
That lesson has stayed with me for more than 25 years. It’s the foundation of my company and my work today.
Because in the end, being a professional isn’t about a job title. It’s about making the choice to keep learning, to keep growing, and to treat this industry as the business discipline it really is.
https://www.omnitouchinternational.com/15-quiz-questions-on-contact-center-operations-management/
Thank you for reading!
I regularly share stories, strategies, and insights from our work across Contact Centers, Customer Service, and Customer Experience. If this resonates, I’d love to stay connected.
You can drop me a line anytime, or subscribe via our website.
Daniel Ord
[email protected]
www.omnitouchinternational.com
