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As with any job, working in a call center is what you make of it. Do your best and have a good attitude and things are bound to go better than if you did the opposite! Also like any job, knowing a few tips can help you do well and get the most from your call center work.
The basics
What to do for callers: This first set of tips should be obvious, but a surprising number of people don’t think about it. Whenever you make a phone call, for whatever reason, it pays to be polite and listen to your caller. A little politeness can generate a lot of goodwill and keep your positive numbers high.
The other basic tip is to make a genuine effort to help callers who have a problem. Even if you ultimately can’t solve it, you can show a caller that you hear them and you’re trying to find a way to fix their problem. Going the extra mile like that will keep calls positive and improve customer satisfaction
What to do for yourself: Working at a call center can be hard for your self esteem. Callers will be angry at the company, angry about a problem, or just angry because one of their kids broke something a few minutes earlier. Unfortunately, sometimes that anger gets directed at you, and it’s important to learn how not to take it personally.
You should also schedule some “me” time every day and choose to pamper yourself a little whenever things are extra tough. This could be as simple as stopping by the park on the way home to take a walk, allowing yourself that extra coffee, or taking some time to read in the bath at the end of the day.
What to do for the company: You’ll help both your call center and yourself if you develop your multitasking skills. Your call center should make this easier by working with third parties like brightpattern to provide you with omnichannel integrations. This allows you to see all communications and history of interaction with a caller across channels so you can provide the best possible customer service.
Learn to use your call center software well. Take the time to master it so you have better conversations with callers, get paired up quickly with the callers you’re best suited to help, and make changes effortlessly. Once you’re making the most of the software, you’ll be able to do more for your employer — and for yourself.
Advanced tips
All jobs require certain skills, and the more your develop yours the better you’ll perform. Here are some key skills to work on:
Quickly develop rapport with callers: It normally takes us a while to feel comfortable enough with someone to have a casual phone conversation. The trick for a call center agent is building that kind of rapport in just a few seconds. This is a skill, but once you master it, all your calls will be more successful.
Practice answering professionally: It can be really tough to give a professional answer when a caller loses their temper or even becomes insulting. You have to be the bigger person in the conversation, and while being that person won’t always create a positive outcome, your chances of turning the call around are always better when you stay professional.
Ask plenty of questions: Always be looking for a way to solve a callers problem. Ask questions so you understand the limits of what you can offer. Proactively ask for feedback to improve your performance and become better at independently addressing caller issues.
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