To work in a call center or call center, you need discipline and strong communication skills, as, as a customer service representative, you will receive a large number of complaints and questions about the company you work for. Also keep in mind that call centers are environments where everything moves very quickly, so you should work to hone your skills so that you are prepared to deal with problems the moment they arise.
Part 1 of 3: Becoming a Call Center Agent
Step 1. Prepare your resume
Do this in a way that gives prominence to your oral and writing skills, as well as your professionalism and your ability to work as a team. In short, be sure to particularly highlight the tools that show you have what it takes to work in a call center.
- Keep in mind that the profile of a call center employee is usually that of a person who can multitask, work in a fast-moving environment, learn fast, and meet set goals.
- For example, you can highlight on your resume how you have managed to meet the objectives of your previous job, a volunteer service that you have done or a challenge that has been presented to you during your studies.
- Typically, call centers require only that their employees have completed high school.
Step 2. Make a good impression at the interview
To do this, start by arriving early and dressing the right way. Also, show the company that you are willing to be flexible both with the obligations of your position and your schedules. You should also be enthusiastic about learning more about the company and its policies.
- For example, they might ask you if you would agree to work in different areas, such as inbound or outbound sales or customer service, for which you must explain how, thanks to your experience, you are prepared to take charge of these responsibilities.
- If you find something that catches your eye on the company's website or on their social media page, you can ask them about it during the interview in a way that shows your interest in them by doing your research beforehand.
Step 3. Prepare to go through a training process
Regardless of the position you obtain, you will most likely have to go through a training process (for example, regarding the language, the company's products and services, and the software). Try not to miss these sessions.
- Trainings typically last between one and four weeks.
- Upon completion, you will be assigned to a supervisor along with a group of other employees.
Part 2 of 3: Being a Good Employee
Step 1. Improve your computer skills
To do this, you can take classes either online or in person and practice your typing skills, general computer navigation and the ability to type while talking on the phone.
- This is because, as a call center agent, you must be able to quickly find the requested information.
- Good computer navigation skills will allow you to learn new software easily as required by the business.
- You can find online tutorial programs and videos by which you can improve your computer skills.
Step 2. Be on time
Always arrive early to work, for which you must make sure you leave the house well in advance. This will allow you enough time when you get to work to get comfortable before the workday begins. As far as your schedule allows, try to take breaks throughout the day.
- In most call centers, you won't be able to get started without first logging into the company system.
- Before you leave the house in the morning, be sure to check the traffic conditions so that you can leave earlier in case there is a problem on the road you usually take.
Step 3. Learn from your supervisors
This is because they can give you advice on specific situations or on how to be a better employee in general. Therefore, you can approach them during their breaks, as they may have to deal with multiple agents at the same time and are too busy the rest of the time. You can also address them before or after starting the workday.
Keep in mind that your supervisors most likely started in the position you are currently in, so they are a good resource to learn more about the ins and outs of the position and will also be aware of their difficulties
Step 4. Stay up-to-date with company activities
You should learn as much as you can about the company you work for. To do this, you can research it on the Internet or check the company's intranet, as well as pay attention to the internal memos that you receive by email.
- For example, you should be familiar with the products and services that the company offers, as well as all the details related to them.
- If you are confident in your abilities, you will be able to perform more effectively.
Step 5. Be positive
Be enthusiastic about your work. Face each day with optimism and remind yourself when you feel like you are losing it. If you can, put at least one yellow object in your cubicle and always keep some positive statement in mind, whether in your mind or in your purse, your pocket or anywhere else on your desk.
- This is because the color yellow has an optimistic psychological effect.
- An example is to always have yellow sticky notes, pens, or paper clips.
- You can also repeat to yourself: "I decide how I feel and I choose to be positive."
Part 3 of 3: Dealing with Customers
Step 1. Develop your communication skills
Among other things, try to speak slowly and clearly (that is, without murmuring) and think very well, but quickly, before saying something. This is because all your calls will most likely be recorded and monitored.
If you work for a company that requires you to speak English and you find it difficult to make yourself understood, you can take classes to reinforce your skills, either in person or online, as well as consult free online resources
Step 2. Be courteous
Stay friendly at all times and avoid being negative, condescending, or belligerent regardless of what a customer may say. Always keep your tone upbeat and use formalities when speaking.
Constantly repeat "please", "thank you", "you're welcome" and "I'm so sorry"
Step 3. Handle angry customers
You shouldn't take anything a customer tells you personally. At the same time, you should also never tell a customer to calm down. Instead, to deal with these types of customers, you need to have a lot of empathy and think quickly of possible solutions. Then after hanging up, take a few deep breaths, smile, and wait for the next call.
- To be a good call center agent, it is essential that you can remain calm under pressure.
- One suggestion is to say things like "We will take your comments into account", "I will try to help you as much as I can" and constantly use the customer's name.
- Keep in mind that the client will take you as a representative of the company, so you must remain calm even if they disrespect you or blame you for the problem they have with the company.
Step 4. Cut down on excessive talking
Try to ask questions that can only be answered with a yes or no and get the conversation back to the point. Do not talk about topics such as the weather or personal topics unless you have additional time in which the system loads a page.
In case it is your departure time and the call is still in progress, you can transfer it to a colleague by saying something like "I think my colleague will be able to help you with this."
Step 5. Make a good impression
To do this, always pay attention to the details and let the client finish explaining their problem to you so that you can determine exactly what they need. Don't end the call unless you are sure the customer is satisfied.
- According to a customer survey, only half of call center agents tend to adequately resolve their problems.
- To give the customer the impression that you really understand their problem, one suggestion is to repeat it after they have explained it to you.
Step 6. Transfer the call if necessary
Know in which situations you should transfer a call to someone else (such as your supervisor or a manager). To do this, you can check with your supervisor. Likewise, you must learn to recognize situations in which it is not possible for you to solve the customer's problem. In these cases, you must inform the customer that you are transferring their call, taking care to always express it in a positive way.
- For example, if you are talking to a customer who demands a return that you cannot carry out, you should transfer the call to someone who can.
- Don't say something curt like "That's not my area." Instead, say something like "[Name of person or department] will be able to help you with that."
- Answer calls with a smile, as the customer will be able to tell and this could make them behave in a kinder way with you.
- Be patient. In some cases, you may receive calls from relay service agents, which are the services that call centers use to communicate with people who are deaf or hard of hearing. These services work through a chat with the client that a relay service agent will read aloud to you, to which you must respond slowly so that this agent can type everything you say so that the client can read it.
- Keep in mind that not all call centers are the same. Therefore, you may like the job itself but the environment is not to your liking, in which case it is best to work for another company.
- Don't tell customers that you are new. Instead, simply ask a colleague for help so that the client doesn't think you are not knowledgeable on the subject at hand.
- Another fact to keep in mind is that the average salary for a call center agent is usually $ 28,491 per year.