As a call center agent, it’s either you sell an insurance policy coverage, track down those who have credit card debts, sell video wall processors, attend to customer complaints, or offer technical support services. The very nature of your job asks you to pump up your patience, amplify your listening skills, stretch your vocal chords, and hone your sense of empathy.
Needless to say, the call center industry is the playing field of the brave, and where one needs a strong grip of his or her sanity. Loading your system with coffee, and still more coffee helps. Add to it the strong urge to smoke—simply to release stress that slowly builds up and overwhelms you.
The following are tips you can live with to be able to survive the hectic life of a call center agent.
Leave your personal issues at home.
Marital woes, or friction with parents or siblings tend to let you feel down, and make you highly emotional. Bringing the same worries to work will just stress you out, not to mention your tendency to bark at your coworkers for the slightest things, or the possibility of getting involved in a heated exchange with your customers.
Keep a record of important customer information. This way, you don’t have to call back the person and let him or her repeat the same details. After all, every client expects that you are efficient enough in handling this stuff.
Professionalism is the key.
When talking with customers, be friendly yet professional. Adhere to the company’s policies without sounding bossy.
Take a breather after a stressful call.
Get a cup of coffee, smoke if that will make you feel better, and eat your comfort food. As much as possible, don’t take another call when you haven’t recovered yet from a bad one.
Face it: you will be jobless without your customers. Instead of complaining about how rude some of them are, why not focus on providing them solutions?
Lastly, keeping a positive and happy disposition is a surefire way to survive the demanding job of a call center agent.