Many work in a call center to earn a salary while still in college or to do something while waiting for better opportunities to arise. Either way, you can make a career out of it if you play the right cards.
Steps
Step 1. Understand what the job entails
Working in a call center requires a certain discipline to follow a flexible organization, communication skills and the ability to do multiple things at the same time. You will need to help customers and respect the company's rules. Plus, you'll need to develop a strong character to deal with angry or difficult customers.
Step 2. Learn to use the computer
You should be familiar with most desktop environments and be able to type quickly on the keyboard. Also, you need to know enough to adapt as quickly as possible to using new software.
Step 3. Develop good communication skills
You need to make sure you speak slowly and clearly, using a professional tone of voice that is capable of reassuring and calming customers. You will show them that you are in control of the situation. Remember, your role is to help people who call. The customer has no control over the phone call, because they are turning to you for help, so they don't know much about your business and the system you use to work.
Step 4. Learn to be on time
It may seem trivial, but call centers are quite strict when it comes to punctuality. You need to get to work on time (most PBXs require you to show up early to log into the system and prepare for calls) and take breaks when the schedule allows. So, don't give in to the temptation to take a break just when you see that cute guy sitting in the other row gets up to go to the coffee machine.
Step 5. Keep up to date with your company's activities
Whether you work for a bank or a telephone company, it is essential to be aware of the latest changes in regulations or products offered. If your supervisors never notify you, they may assume it's your job to update yourself (and with good reason!). Check the company's website frequently and internal reminders that are sent to you.
Step 6. Take some time to breathe
Working in a call center can be taxing, emotionally and mentally. Go out with your friends on the weekend, spend time with your family, and in general, take moments of your own whenever you can. While being shy, he tries to have social interactions outside the workplace. This will allow you to get distracted, which is necessary to recharge your batteries and get back into shape at the switchboard.
Step 7. Learn from your supervisors
They've done the same job as you in the past and they know it's tough. While they seem distant, because they have to deal with so many agents, try talking to them if you run into them while you take a break and ask for advice on how to improve. Most of the time they get commissions thanks to the good performance of the receptionists, so they will be happy to help you.
Step 8. Work
The job may seem quite difficult at first and you will want to quit. Don't let yourself be scratched. Make sure to complete the training and then work for a few months. Understand that if you only stay for a few weeks, you will not be able to put the experience on your resume, and then you will not give the impression of being professional. Don't waste your time by firing right away. After a few months, you will get used to it, you will know how to use the software well and you will dedicate yourself perfectly to the customer service part. However, you need to be patient and work hard.
Advice
- Smile while talking on the phone. You can tell if the person on the other end of the phone is smiling, which softens the customers. Of course, it won't come in very handy if your interlocutor is angry, but it could help you on quieter calls.
- Don't take customer comments personally. For the person who calls, you are "only" the one who answers. You will not always be respected and you may be treated as if you were a machine. After dealing with a particularly difficult phone call, take a few seconds to breathe in case that is possible, smile and move on to the next one.
- Don't overload yourself with work. Overdoing it without ever having a chance to enjoy yourself could give you a nervous breakdown and lead to depression. Don't take it lightly. Balance your life so that you don't get too involved in the profession, to the detriment of your well-being.
- Try to be understanding. You may receive phone calls from other agents (clients who have hearing problems chat with these colleagues, who read your messages and write everything you say), from people who have just lost a loved one, from people with disabilities … In short, there are different types of customers. This is one of the most fascinating aspects of the job, but it requires empathy. Don't be discouraged though! Not everyone is born an empath, but you can learn to be. You will be able to figure out how to act over time, as long as you try.
- Call centers are not all the same. If you feel that the job in and of itself is ideal but you don't like the environment, you might want to change your switchboard. You will easily find job offers. Generally, working for a large company is more stressful, but also more rewarding (both financially and professionally), but being hired in such a position will require some experience in customer service or sales.
- Don't overexert yourself, we can't stress this enough. The better the mood you show up at the switchboard, the better your performance will be.
