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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
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