How To Survive In A Call Center

By: Daniel KatwarooDate: September 23, 2011

Can you spot the person?

Identifying Call Center Challenges Doing Repetitive Tasks Work Conditions Handling Rude Customers

Agenda

Call Center agents have an important and difficult job

The challenges for a call center are:

◦ Repetitive Job Tasks◦ Poor Working Conditions◦ Rude and Abusive Customers

Call Center Challenges

Call center environment may have repetitive or routine tasks

Routine is NOT a bad thing

Tasks become routine when you MASTER them

Doing Repetitive Tasks

Some call centers can have may:◦ Have uncomfortable chairs◦ Be really noisy

Make yourself more comfortable by:◦ Being mindful of your posture◦ Take a moment and stretch◦ Focus on what you are doing

Work Conditions

Angry Customers can be very stressful

When dealing with someone irate:◦ Remain Calm◦ Activity Listen◦ Understand the customers position◦ Document the customer concerns◦ Remember it’s not personal

Handling Rude Customers

Quiz Time!

True or False

Routine is a bad thing.

FALSE

Routine allows you to accomplish more in a shorter period of time

Question 1

What can you do to make yourself comfortable?

a. Take a moment and stretchb. Get up and leave when you feel you need tooc. Listen to loud music at your deskd. Take a nap at your desk

Question 2

What should you NOT do when speaking to an angry customer?

a. Remain Calmb. Activity Listenc. Understand the customers positiond. Document the customer concernse. Terminate the call if the customer becomes too

belligerent

Question 3

√ Identifying Call Center Challenges√ Doing Repetitive Tasks√ Poor Work Conditions√ Handling Rude Customers

Review