While it might look like a fairly simple job on the surface, call center agents carry a lot of responsibility with them. They interact with customers from all around the world. They are helpful in resolving problems and giving them any additional information.
Working in a call center might not be limited to phones only. Some offices ask their employees to interact with customers in different ways:
The customer’s satisfaction depends almost entirely on the call center agents. They have to be friendly, willing to help, and nonconflicting, which can get quite exhausting and difficult. Fortunately, there are quite a few call center tips that you’ll learn as you keep working.
Even though call center life isn’t exactly easy, it can be quite rewarding. These jobs are estimated to grow by around 12% until 2022, and there’s always a need for new agents.
As it requires not much of experience, students can get hired pretty easily. Usually, the only requirements are good communication skills and basic computer knowledge.
The training is often extensive and free. And it makes this an invaluable opportunity for students to get new skills without spending any money. Also, by taking advantage of the tips for working in a call center, students can get a headstart.
Yet, even those with a degree can benefit from this type of job. Call center agents usually have higher salaries than any other entry-level job.
There are benefits in the form of extra compensation for working overtime or on a night shift. And as most of the call center jobs are offered by large corporations that have already established a name for themselves.
Additionally, it’s easy to move up the ranks once you show dedication. And who knows, it might just open the doors to the dream job that you’ve always wanted.
Working in a call center is fairly easy once you get the hang of it. However, the following six call center tips for beginners can help you get comfortable much more quickly.
It is one of the most basic yet most difficult tips for working in a call center. The ability to remain positive is something that you’ll have to get to be successful.
Try to put yourself in the customer’s shoes and see what’s troubling them. Maintain your natural voice tone, as it’s one of the most effective ways of calming yourself down.
It also helps in case the other person is agitated – when they see that you’re composed, chances are they’ll lower their tone.
This attitude reassures the customer that you’re confident in what you’re doing and that you’ll be able to find a solution.
The whole point of the job is to speak with the customer as much as possible in an attempt to find a solution. Constantly asking questions and learning new details will make your call center life a whole lot easier.
Learn how to be a good listener. Do not interrupt the other person while they’re speaking, and try to piece together everything that they’re saying. Use professional language, but don’t sound overly formal.
After all, working in a call center is only as hard as you make it – by utilizing call center tips properly, it’s actually quite a breeze.
Call center jobs are mostly related to problem-solving, and problem-solving involves a lot of creativity.
It’s one of the lesser-known call center tips. And, as we all know, using imagination to find different approaches is quite beneficial. There’s never a single solve-it-all method that works for everything. So you’ll have to experiment and eventually learn from experience.
Statistics say that 77% of customers who have a positive experience with a company and a successfully resolved problem recommend it to a friend. So you better start using your imagination.
The most important out of all call center tips for beginners, knowing how to stop measuring your success. Your efficiency will make you better and happier at the job.
No matter how much experience you gather, there will always be a problem that you simply won’t know how to solve. At that point, it’s vital not to succumb to the pressure – ask your colleagues for help.
Helping each other will make both yours and theirs call center life much more enjoyable and stress-free.
When working in a call center, you’ll have to know how to juggle between multiple different tasks at once.
They have quite large databases that have to be constantly updated. And it’s up to you to do that, try to help the customer on the line, or even switch channels without any delay.
Employees often won’t even mention this – as soon as you get the job, it implies that you’re already well organized. The sooner you begin working on this skill, the sooner you’ll realize how easy call center life can be.
This is one of the least known tips for working in a call center. Recording and transcribing have a direct impact on the efficiency and business operations.
For example, you’ll never be able to recount everything that the customer said solely from memory. There’s simply too many people and too much information. Instead of trying to do that, it’s much easier to have a physical note of the whole conversation.
The recordings can be used for quality control, new employee training, and other purposes. However, they can last for quite a long time, and listening to them would be inefficient.
Fortunately, there’s an easy way to get an accurate textual representation – with the use of Audext.
You don`t have to manually type out every single word from the recording. Audext automates the entire transcription process. How so? Through the effective use of machine learning components.
Call centers have to maintain a certain quality standard – since Audext features 99%+ accuracy, this is something that you won’t have to worry about.
In addition, the output is concise and readable with the speaker identification feature. It is clearly differentiated between the sentences said by the agent and the customer. Even though it’s less utilized, Audext is one of the most effective call center tips.
The online, built-in text editor’s features allow for easy extraction of certain pieces of text if you wish to create notes. And the two export options are more than enough whether you want more formality or more readability.
Audext offers completely free of charge for 30 minutes. It happens with a straightforward registration process that doesn’t require any sensitive information. Afterward, there are dozens of different plans to choose from – both per hour and subscription-based.
These six call center tips for beginners are just the tip of the iceberg, but they should be more than enough. Nevertheless, the best teacher for everything – including working in a call center – is experience.
Katrin runs her own podcast show, and interested in best ways to transcribe audio recordings into text.