FACTS ABOUT CALL CENTER AGENTS

Call Center Agents? Magaling mag-english pero no-brainer naman ang work..

If you think that working in a Call Center is no-brainer job, read this..

1.Call Center Agents don’t talk to robots. They talk to humans. Humans who were overcharged, whose orders were late, whose refund they didn’t receive, whose internet aren’t working, whose bank accounts they can’t access, etc..

The goal? Make sure that each customer hangs up the phone happy.

Repeat that 50-60 times (the average number of calls per agent per day) and kindly estimate how much neurons it would take to accomplish that.

2.Call Center Agents deal with negative emotions. Lots of them. And if you think that irate customers are their only nightmare, then you think wrong.

When a customer sounds happy, an agent needs to pretend she’s happy, even if she’s not.

Forget that the previous customer accused her of stealing their country’s jobs and calling her a mail-order bribe. The show must go on!

3.Every now and then, a well-intentioned customer cracks a joke. The real joke though, is, the joke isn’t funny at all.

To avoid embarrassing the customer, every agent has their own signature laugh mastered to perfection reserved for customers with lame jokes.

Guys, to say it’s a demanding job is an understatement!

4.Call Center Agents play detective/actor. They listen not only to what the customer is saying, but also to what the customer is not saying.

As a worker of this no-brainer job, they pay very close attention to each customer’s pace, tone of voice, words they use, and manners of how each they talk.

Then, from these observations, they carve out a whole new personality from themselves that would cater best to each customer’s personality.

Tough? Try this for a week and you’ll understand what tough means.

5.In this no-brainer job, agents need to play psychologist and understand human nature.

-how to defuse angry customers

-which compliments make them tick

-how to make them feel important

6.Positive Scripting is a skill every call center agent is a master of. It involves delivering a very bad news and making it sound like it’s the best news ever.

Wanna try? Goodluck with that.

I can go on forever and you still probably won’t get it unless you try it yourself.

Tell you what, why don’t you try working for a day and we’ll see how it goes. That’s if you can pass the initial interview.

So if you feel like it’s unfair that call center agents who only finished high school or dropped out from college are receiving better salary and benefits than you, don’t.

-PisoPinoy.Com

cabreraflorina.blogspot.com

ios.florinac@gmail.com