Working as a call center agent can be challenging at the best of times. While a majority of agents will tell you their days go smoothly most of the time and working with customers is a job, difficult situations will arise and agents must be prepared to deal with them.
3C Contact Services, one of the leading providers of call center agent jobs, and their partners tell agents that whether they are planning to make a career out of customer service or it is just a temporary job, there are a few strategies they can follow to ensure that they succeed in their positions.
Know What the Job Involves
Call center agent jobs aren’t your typical Monday-to-Friday, nine-to-five positions. Being an agent often requires you to work flexible hours, which can include afternoons, evenings, and weekends. And while many call centers allow their staff to improvise on calls, most have guidelines that they require their agents to follow when dealing with customers.
You’ll also need to develop a thick skin when dealing with angry and upset customers, making previous customer service experience an asset.
Be Computer Literate
All jobs require a degree of computer literacy, and call center agent jobs are no different. Being able to type quickly and be comfortable with desktop operating systems is essential. You should also be able to learn new software quickly, as your workplace may regularly upgrade the software they are using.
Be a Great Communicator
A good call center agent should be able to communicate effectively. Speak slowly and use a professional tone with a customer, regardless of whether they’re upset or just making a routine call; this shows that you are in charge of the situation. You are the one with the knowledge of the product or service they are calling about, so you should be the one controlling the call.
Be on Time
For call center agent jobs, being punctual is very important; after all, you may be taking over for another agent on a previous shift, and many call centers require their employees to log in before their shift starts so they can take calls. It is also important that you return from your breaks on time, as a call center aims to have as many agents available as possible to take calls.
Stay on Top of What is Happening at Your Company
Regardless of the type of call center you work in, it is essential for you to know about the latest developments with your company’s offerings and any changes to policies. Most of the time, your supervisor will let you know about any changes, but it is also your responsibility to keep up-to-date with the latest happenings at your organization.
Take Time for Yourself
Working as a call center agent can be a highly demanding job, which is why you should do something you enjoy on your days off. Even if you’re the shy type, take part in social activities when you’re off work.
Watch What Your Supervisors Do
Remember that your supervisor did your job before you, so watch them and learn by example. Try to schedule your breaks at the same time as theirs so you can pick their brains and ask for advice on how to best do your job.
Approach the Job with Enthusiasm
Even though the job may seem hard, go in every day with a sense of optimism. Remember, it may seem hard at first, but once you complete your training and have been on the job for a few months, you’ll master everything about the role, from dealing with customers to the related software.