Basic workings of a call Center!
Written on 2:11 PM by Crazy Daze
Don't you wish all training could be like this?
Have you ever wondered what some call centers have in common?
- The one name strategy. Have you ever had a crazy customer call you and say " What is your name young lady? And how do you spell that?!! Every call center where I have ever worked I have been allowed to only give my first name for "security reasons." At my job now I am allowed to give a false name. I always go with Sue. If you are not allowed to do this, then give them the best possible service ever!! Be freaky happy! It always works.
- Quality reports. All call centers have some kind of quality report. They usually give them at the beginning of the month and at the end of the month. We always have the same amount but they always seem to catch me on the calls I mess up on. Keep up with the changes and if you supervisor tells you one thing but it is contradicted by someone else GET IT IN WRITING!!!!
- Average call times. This varies depending on the type of calls you have. If you are customer service then it is probably in the 2-3 minute range while if you are a switchboard operator it is probably in the 45-50 second range. Keep up with this and keep track of it yourself too. If you notice yourself getting complacent or slow then take a drink of water, do exercises and clear your workspace of distractions.
- Constant Changes. Call centers are always fast paced and changing. If you can't keep up then you can be replaced very easily. Write down any and all changes and print out the emails that you need. Do not let yourself fall behind or you will stay that way!!
