Call Centre Advice

jaxxx

Starting a new job soon at a call centre. Have never worked in a call centre before and although I'm delighted about the new job, I'm absolutely bricking it as I'm just so nervous. I've worked retail before so I've a fair bit of experience with dealing with people, the good bad and ugly.

Anyone here who's worked at call centres before have any advice?

celligraphy

I work in a call centre it's fine be prepared for the angry customers,but other then that it's an easy job at most

ProudDUB

You'll be fine. It is easy enough work, especially if you have to follow scripts. I am leaving a call centre job, as it's just not for me. I miss having real face to face interactions with people and only ever talking to people on the phone. It suits some peoples personalities, it just doesn't suit mine. You'll be judged mainly on your quantifiable metrics....average call handling time, average number of minutes paused, amount of time you have customers on hold, % of your shift when you are available to take inbound calls (as opposed to being paused in wrap up after a call) average number of calls taken per day. That kind of stuff.

Don't be afraid to put your hand up and ask for help from your supervisors, team leaders and colleagues who seem to be good at and enjoy their work. In my call centre jobs, the training was piss poor. We were thrown in at the deep end and were expected to sink or swim from the get go. So listen out for tips from others, on how best to handle the difficult calls, keep them short, hit your targets etc etc. In my former jobs, the people doing what little training there was, didn't spend all that much time on the actual phones. So go to the people who actually are, for advice. You don't say what industry you'll be working in. If its an industry that you already know a lot about, or feel a genine enthusiam for, you'll probably enjoy your work.

If you get angry customers, don't take it personally. Keep your tone level and calm and tell people if they start to yell, or swear at you, that you will end the call. Then do so. My customers only ever got one chance with me. The first time you raised your voice/swore at me, you got a request to stop shouting/swearing. If they didn't heed me, then it was bye bye. Technically, I was obligated to give them two warnings to cease abusive behaviour/language before ending the call. But fcuk 'em, I only ever gave them one. Life is too short (and the pay ain't good enough) to spend any part of your day getting yelled at. Obviously, check in with your boss on the protocols on your ending phone calls first, lest I get you in trouble.

Nervous Wreck

ProudDUB wrote: »

You'll be fine. It is easy enough work, especially if you have to follow scripts. I am leaving a call centre job, as it's just not for me. I miss having real face to face interactions with people and only ever talking to people on the phone. It suits some peoples personalities, it just doesn't suit mine. You'll be judged mainly on your quantifiable metrics....average call handling time, average number of minutes paused, amount of time you have customers on hold, % of your shift when you are available to take inbound calls (as opposed to being paused in wrap up after a call) average number of calls taken per day. That kind of stuff.

Don't be afraid to put your hand up and ask for help from your supervisors, team leaders and colleagues who seem to be good at and enjoy their work. In my call centre jobs, the training was piss poor. We were thrown in at the deep end and were expected to sink or swim from the get go. So listen out for tips from others, on how best to handle the difficult calls, keep them short, hit your targets etc etc. In my former jobs, the people doing what little training there was, didn't spend all that much time on the actual phones. So go to the people who actually are, for advice. You don't say what industry you'll be working in. If its an industry that you already know a lot about, or feel a genine enthusiam for, you'll probably enjoy your work.

If you get angry customers, don't take it personally. Keep your tone level and calm and tell people if they start to yell, or swear at you, that you will end the call. Then do so. My customers only ever got one chance with me. The first time you raised your voice/swore at me, you got a request to stop shouting/swearing. If they didn't heed me, then it was bye bye. Technically, I was obligated to give them two warnings to cease abusive behaviour/language before ending the call. But fcuk 'em, I only ever gave them one. Life is too short (and the pay ain't good enough) to spend any part of your day getting yelled at. Obviously, check in with your boss on the protocols on your ending phone calls first, lest I get you in trouble.

This is all the advice you need. Great post.