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How Call Center Agents Can Self-Coach Themselves

How Call Center Agents Can Self-Coach Themselves

Are your friends always calling you with problems because they know you’ll tell them what to do? Then why not get paid good money to talk people through problems and answer questions with a call center job?

Nearly all major companies use call centers – either on site or across the globe – to offer customer service and sell products or services. And while not all call center jobs are the same, you’ll need to have these talents, no matter where you work.

What You Need To Have For  Coaching Call Center Agents:

  • Outgoing and energetic attitude

It’s a fact: We’ve all had bad customer service over the phone. (Some of us have smashed cell phones as evidence.) Now think back to those times when you had really good service… Remember how you were smiling after the call ended, because you got exactly what you needed? This is your motivation.

  • Good listening skills

Practice active listening – don’t interrupt customers, but engage them. Make sure you understand what they’re asking. Ask questions. You may have scripts and cues to read from, but don’t be a robot. (And don’t tell them any bad jokes.)

  • Multi-tasking ability

If you’ve tried to program your DVR while eating lunch and text messaging your friend – all at once – then you should be cool juggling multiple tasks at work.

  • Excellent problem-solving capabilities

If one train is heading west at 85 m.p.h. and another train is heading east at 72 m.p.h., then how long until…Zzzz. Just kidding, you won’t need this kind of problem-solving ability. But you will need to think fast and be creative to solve complex customer issues.

  • Computer experience

You should be familiar with basic programs (Windows, Excel, Word, etc.) and be able to enter data quickly. Most call centers have some system for recording call information.

  • What you can expect:

Expect to work 30-40 hours a week. Many call centers are open 24/7, 365 days a year, giving you great scheduling flexibility. Of course, that can also work against you. If you’re working at the Toy Shop call center, be prepared for a whole lot of calls from desperate parents on Christmas.

If you’re someone who likes to be comfortable in your own threads, call center jobs could be right up your alley. You’ll probably get to design your own wardrobe. Just pick something comfortable. (But no fuzzy bunny slippers.)

Finally, a call center can be a high-stress, intense environment in which it’s important to always be a smooth operator. Because of the nature of the work, your breaks may be fairly regimented. You might want to learn some deep breathing techniques and a few simple exercises you can complete right there at your desk when things get hectic. Just remember, if you treat people with the respect they deserve, you should receive the same in return.

One more thing: Be sure to bring a comb with you to call center jobs if you have a date planned afterward. You don’t want to be seen in public with “headphone head.”

Two Of The Most Important Skills That You Can Learn By Yourself

How to pronounce the world’s most difficult names

Call center jobs will expose you to the most unpronounceable names in existence. Most of us would struggle to get our tongues around names like Adewale Akinnuoye-Aiyegbeni or Abhyavarshini Weerasethakul, but not call center workers. Working in a call center means that you inevitably become a skilled linguist, able to decipher any name or any accent. If name pronunciation had a difficulty level, call center workers would be on ‘Pro’.

When to talk, and when to listen

Sometimes, the best thing you can do in a conversation is ‘um’ and ‘ahh’ in the right places. Even though they have extensive scripts perfectly memorized, call center workers still know the value of a simple ‘ah’. They know when it’s time to step back and listen, and they know when it’s time to step in and speak up. That’s quite the rare conversational knack to have, wouldn’t you agree?

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