New job at a call center, any stresses I should know about?

[MoonChild2007]

I finally found a new job :D and its going to be at a call center for a popular cable company. I have never worked at a call center and I was wondering what kinds of customers should I look out for and is there any expectations that the bosses have for their employees? So i won't get all tense? ;)

Thanks everyone!

[ThePhoneGoddess]

When you first start they wont make you worry about your stats, but eventually you'll have to pay attention to how long your call times are, how many calls you take an hour, how much time you spend in your aux codes, that sort of thing. That can get a bit stressful. Also, cable companies are pretty notorious for their TV addicts (I can't live without my cable!) and just plain weirdo callers.

My number one rule of call centering:

The mute button is your friend.

Say it with me, boys and girls:

The mute button is your friend!

[MoonChild2007]

Thanks a lot! :lol:

[Dawnchaser]

Hmmm. I think call center and in-person customers are about the same. The main difference is that as a general rule, people seem to have no rudeness filters over the phone. To them, they can't see you so you may as well be a robot. They'll say things they'd blush to say in person. But you don't have to worry about physical contact, BO, and the like.

Ya just gotta use the mute button to vent and be able to just laugh at how childish the caller is acting and let it go. Easier said than done sometimes.

Stats rule everything ultimately. Call times usually aren't too hard to stick to - yeah, you'll get some long calls but most times it evens out pretty well. My problem has always been availability...but you probably won't have as many notes/followup paperwork to do - my call center experiences have mostly been financial and tech support. When I worked at Harry and David I didn't have that problem. Also if you do well with sales a lot of times they will let other stats slide.

Stick it out, try to keep yourself within the stat requirements without stressing too much, and sell lotsa cable upgrades...if you can do that for 6 months you can probably get a promotion if the turnover there is anything like it is at most call centers. I've found if you keep up on the current offers and pay attention to what the customer needs/wants you can do well in sales without too much trouble as a general rule.

[patiokitty]

I will repeat that the mute button is indeed your friend. After 4 years of experience in call center work that mute button became my best friend.

Stats are a necessary evil in the call center business. I hated them, but what I hated more than any thing are the c-sat surveys. These are surveys that are done via email, phone, or paper mail - the customer answers them and the results are then sent back to your call center.

The thing with those stupid c-sats is that quite often the customer is answering them based on their entire experience with the company you represent. It doesn't matter if YOU are the best thing since sliced bread - the customer may have loved speaking to you but if he or she had a bad experience with somebody before or after you, well, it's reflected on the customer satisfaction survey.

Really, that is the thing I wish somebody had told me when I first started working at a call center for <really big computer/accessory company>. I probably wouldn't have took my first c-sat so personally...I still feel bad for my first team supervisor when he gave me the results of my first survey. I went up one side of him and down the other...and once I had calmed down he explained it to me. After our little meeting it was discovered that this is something that was conveniently missed in training. Oh well...such is life.

Good luck on the job. Remember, the mute button is your friend, and you should be able to find everything you need using the tools you're provided with.

[Enigma]

Unanamous vote to "MUTE BUTTON IS YOUR FRIEND!"

Remember that it's not you, and their asshats (if they are mean), and don't let anything stick with you.

And watch out for lonely people who love to talk. Other than that remember if you get the perverts/jerks you don't have to deal with it. Depending on your companies policies you can get a supervisor over to deal with it, or you might be able to just hang up on them.

And when they get mean, it usual helps to tell them "Sir/madam, I am here to help you. If you're not going to let me do that, we might as well end this call"

[gunsage]

Bottom line: if you're not a caffeine junkie, you will be. Whether it's coffee, soda, or both, you will be. Here's why...you're talking, virtually nonstop, for hours. Yes, you get breaks (probably), but that's typically not enough to keep your mouth, uh, "lubricated." At the same time, you probably won't do like I did at my tier 2 job (had a liter of water with me at all times, but was also pissing like a race horse).

In any case, that's definitely one thing. Coffee is your friend. For me, it helps keep me calm. Yes, the mute button is your friend, but more importantly, being assertive is also your friend. Remember, as sucky as they may be, they're still people. It's questionable sometimes, but yes, they are. The best thing you can do is slow down, breathe, and keep control of the call.

It's not always easy, but it is always necessary. Even on the best of days, there have been situations where a customer gets me riled...and that almost never ends well unless I calm down. Take it slow, read, and ask questions. It's no biggie, but it can be stressful.

[smileyeagle1021]

Let me add to what everyone else is saying, the mute button is your friend. Take this with the grain of salt that I do reservations, so the stats i have to worry about are probably a lot different than yours. My managers are more concerned about my net revenue. My two biggest stats to worry about are Net Revenue per call handled, followed shortly by confirmation rate. Third most important is ADR, and 4th most important is aftercall work per call (i'm currently at an average of 12seconds ACW per call, ACW includes things like faxes, email, barrier to service forms, and CMs which is the tool we use to force rates). My experience has been that most people are decent, but you will definitely get scammers who will try to swindle you (i have friends in Guest Relations who deal with them all day).
Oh, and if your company is like mine, they would probably much rather have you sit in ACW (your comp probably calls it something like in aux or out of rotation) than have you lose it and blow up on the next customer.

[Reyneth]

Not only is the mute button your friend, but get used to using it right off the bat. Whenever you're not talking with the customer on the line, have it on. A coworker was overheard chatting to her friend in the office between calls during corporate audits. The mute button would have saved her. It's so automatic for me to hit it as soon as the call is done, I don't even think about it.

And CYA. If you review anything with a sup, note what was discussed/decided and who you talked to. If there is any situation where either facts can be mixed up later (ie, confusing and/or complicated) or you think the other party has reason to lie/forget exactly what you said - document exactly what was discussed, what you offered, what they did in response, etc.

[smileyeagle1021]

Not only is the mute button your friend, but get used to using it right off the bat. Whenever you're not talking with the customer on the line, have it on. A coworker was overheard chatting to her friend in the office between calls during corporate audits. The mute button would have saved her. It's so automatic for me to hit it as soon as the call is done, I don't even think about it.


oh, I hate places that monitor in between calls... oh and I also do that in between calls, for 2 reasons, muting is a "soft release" the guest can no longer hear you, but they can still do the "oh god, are you still there" trick and still get us, we stay that way for only about 15 or 20 seconds then press the release button. There are also the VDNs and whisper prompts that whenever any of us hear them we just know it will be a bad call... the mute button gives us a few seconds to vent first, 2 classic examples, VDN EWRIA... we know we won't be able to hear the guest because their phones suck... or whisper prompt "macro dr"... I hear that and I will make disparaging comments not only about the person who transferred the call, but I'll find a way to get their mother involved.

[Reyneth]

oh, I hate places that monitor in between calls...

It's more that when the corporate auditor is monitoring, she is tapped into our phone line for 5 calls - however long that may take. So she can hear anything that may come through our phone during that time.

But yeah, everyone was a little tense/anal at that point in time because we knew audits were going on so my coworker was warned about the "background conversations" she was participating in that were overheard but I don't think anything came of it. If it happened again, though......

[CrazedClerkthe2nd]

Keep a bottle of water at your desk at all times, your throat and mouth will thank you for it.

Also be prepared to put up with BS: Policies that make no sense, "Official" rules that everyone flaunts, One supervisor telling you X, another supervisor tells you Y about a particular issue.

It comes with the territory, it pissed me off at first but once you accept that's the way things are at call centers, you can get used to it.

And be prepared for sucky calls from stupid/angry and bitter people (especially if they've had to wait on hold). It can be daunting at first, but you can adjust to it.

Be forewarned, turnover rates at call centers are high because it's very stressful.

[csdrone]

The mute button does NOT always work. :eek: Keep that in mind. And you can disconnect abusive callers as long as you read the company script first. Have fun! :wave:

[smileyeagle1021]

The mute button does NOT always work. :eek: Keep that in mind. And you can disconnect abusive callers as long as you read the company script first. Have fun! :wave:

2 things, first, if your phone is like mine you can check that when you log in to the phone (when you log in it opens a line that echoes like no other so you can check if the mute button is working by puffing on the microphone while you phone is doing it's log in and seeing if it echoes). And second, depending on how abusive the caller is some places won't punish you for releasing the call even if you don't read the script (my company does that, but you need to justify it in an abusive caller form... whether or not you used the proper script).

[Phone Jockey]

The mute button is your friend!

I'm going to have to disagree with PG on this one. The mute button is a false friend! I don't know how many times those things don't work! You think you're talking about the customer & they can't hear you & you realize the button doesn't work or you didn't hit it hard enough!!!

BEWARE THE MUTE BUTTON FOR IT IS EVIL!!!

:eek:

[LifeCarnie]

Get used to repeating yourself, because people on the phone don't listen.

[MadonnaC]

Be a frequent visitor, and realize you are not alone dealing with SCs :D

[ThePhoneGoddess]

I'm going to have to disagree with PG on this one. The mute button is a false friend! I don't know how many times those things don't work! You think you're talking about the customer & they can't hear you & you realize the button doesn't work or you didn't hit it hard enough!!!

BEWARE THE MUTE BUTTON FOR IT IS EVIL!!!

:eek:

Ah, Phone Jockey, your company does not love you as much as mine. Our mute buttons come with a long, bright red button that lights up when it is on, and the company always reminds us to check it before we start taking calls. This is because we deal with large amounts of pissers, whiners, crybabies, anger-management types, wannabe thugs, entitlement whores, drug-addled freaks and general mayhem, so we need the mute button to retain our sanity.

I feel for you. Perhaps I could send you one of our mute buttons? Then you would be the envy of your entire call center!

[smileyeagle1021]

Ah, Phone Jockey, your company does not love you as much as mine. Our mute buttons come with a long, bright red button that lights up when it is on, and the company always reminds us to check it before we start taking calls. This is because we deal with large amounts of pissers, whiners, crybabies, anger-management types, wannabe thugs, entitlement whores, drug-addled freaks and general mayhem, so we need the mute button to retain our sanity.

I feel for you. Perhaps I could send you one of our mute buttons? Then you would be the envy of your entire call center!

your company sounds like mine... I know of people who have gotten in trouble for not using the mute (either sneezing/coughing while on the phone with a guest or talking in between calls and having another call come in and the guest hears part of what they said).

[mae]

Document, document, document!!! I can't tell you how many times I've covered my ass by noting everything I have done with an order. It doesn't matter if a customer calls to check on the status of a delivery, or if they want to change the spelling on a name, it's documented!

[MisseLaneius]

The mute button is useful if it works. I've worked in call centres where its worked, and where it hasn't... and when it works it is the best. Seeing managers taking escalated calls put someone on hold, piss themselves laughing and then go off mute and continue the conversation is absolutely priceless.

If your company has knowledge management software, make friends with it. You'll often be told different stories about what policy etc is, if you have an independent way to check it (and KMS is by far the best way) then you'll always be covered.. If you do something wrong and its written down, you can't lose.

I'm with the documenting everything as well. Not only that, if you can offer a reference number for every call, do it. You'll begin to smell situations where people sound like they are pulling a dodgy, and when you do, document them doubly well...

Never give out your surname or your location. Ever. I know someone who was stabbed due to ignoring this important rule.

And if you don't have a thick skin, get the hell out.

[smileyeagle1021]

While I agree with MisseLaneius, never give out your last name, there probably isn't much harm in telling people you office location (ie, I tell gen res calls that I'm in the salt lake office)... I say office location because as long as you're in a big city its not likely they'd even be able to find you (unscientific poll conducted at church says that with the exception of the people who work here no one knows exactly where it is). That and if the place you work doesn't have security... call center or otherwise, you may want to find another place to work. So all in all, I don't see any harm in telling people where you are if all you are doing is telling them which city.

[skullman80]

I'll echo what everyone else says about the mute button. It is your friend.

Also every so often take a break for yourself. I know I do it. As long as you are hitting your stats normally your boss won't care. I usually take two or three a day where I just get up from my desk and walk for about 2 or 3 minutes, refocus then come back and sit down .. and go forth.

It keeps my sanity.

[tropicsgoddess]

I've worked in the call center world for 4 years, and I too have a few things to say about that:


The mute button is your friend. It's a great sanity saver for all the SCs calling in or just to laugh at the dumb ones. Just make sure that you put your phone on mute after the call is over so that you won't be caught saying things you don't want QA or management to hear if (god forbid) they tap into your line.


SCs are much ruder on the phone than in person. They think that they'll be speaking to a robot on the other end or that's how they can get their way.


Document everything! Even more documentation for escalated calls or SC's.


Keep your stats in check. Unavailable/Aux time, QA scores, Call Time and/or Sales numbers are the big ones. As long as your stats are good, you're good. The lower your unavailable/aux time, the better, but the higher the QA scores or sales numbers, the better.


And last but not least.....have plenty of lozenges and water on hand.

[RoLleRKoaSTeR]

And not to mention my favorite, vitamin M (ibuprophen/motrin)

Comes with nine other essential vitamins and sedatives :D

[Slytovhand]

Hey Moonchild.

I was just looking back over threads, and saw this one.

Just wondered - how's it gone?

Wish I had've read it in time to add my 5years experience to it.

And what have you learned? as in, any other bits of knowledge you'd pass onto someone else new now?

Slyt

[tropicsgoddess]

And not to mention my favorite, vitamin M (ibuprophen/motrin)

Comes with nine other essential vitamins and sedatives :D

don't forget about vitamin T (tylenol) or vitamin A (Aleve or Advil) :D

[AnqeiicDemise]

Hand sanitizer and clorox wipes!!!!

Three weeks after I started working at the call center, I got sick. It went away and came back, away and came back... I couldn't even get the flu shot they were giving away bcause I was already sick. (the last virus I had I got it form the hubby..who got it from the kid upstairs.)

ALWAYS wash your hands at the bathroom and use a napkin or paper to open the door again on your way out. And if you're in a festival seating enviroment, definately disinfect your equipment before you use it. I see co-irkers just hacking into their hands and then type or dial the phone.

Then I have to sit there the next day (sometimes. I'm pretty good at coming in early and picking the same spot).

[freeatlast]

I agree that the mute button is your friend, however, it can be an evil friend. Always try to be sure that it actually works before using it to vent. Also, if you do not have thick skin, grow it as quickly as possible. Sucky customers on the phone are generally cowards - they will say many things to you that they would not say in a face to face conversation. Also beware of the personal sucky customer - the one that wants to ask personal questions. They should always be steered back to the matter at hand very quickly. If they refuse, you should advise them that if they have no further questions or concerns regarding their business with you, then you have many other customers waiting on hold for your assistance. Always have something to drink handy, as taking one call after another really dries you out. I also always kept my phone muted between calls as I definitely did not trust that any conversation that took place would not come back to bite me in the butt:D

[guywithashovel]

I think a thick skin would probably be very important. People can't see you, so they are probably more apt to be rude, crude, and crass with you than they would be if they were talking to you from the other side of a sales counter.

Then again, I have never worked in a call center. So what do I know? :)

[Rine]

Okay, so I decided to revive this thread instead of making a new one because the topics are similiar...I hope that no one minds! :o

Is a call center job really that bad? I'm getting ready to start one in two weeks. I'll be working for a call center company...I've heard lots of good things about the company and lots of bad things, however, I more interested in what the general level of customer suckiness.

I know that there will be jerks and mean customers, but could someone reassure me that the majority of people calling in are not SCs??? All these horror stories are making me second guess my decision, though I don't think I would actually not go because they are offering me a full time job and good money.

I'm just antsy, I guess. I know that I have to be prepared to take a high level of SCs than my retail job..eh, I don't really know what I want you guys to tell me...:lol:

[smileyeagle1021]

Okay, so I decided to revive this thread instead of making a new one because the topics are similiar...I hope that no one minds! :o

Is a call center job really that bad? I'm getting ready to start one in two weeks. I'll be working for a call center company...I've heard lots of good things about the company and lots of bad things, however, I more interested in what the general level of customer suckiness.

I know that there will be jerks and mean customers, but could someone reassure me that the majority of people calling in are not SCs??? All these horror stories are making me second guess my decision, though I don't think I would actually not go because they are offering me a full time job and good money.

I'm just antsy, I guess. I know that I have to be prepared to take a high level of SCs than my retail job..eh, I don't really know what I want you guys to tell me...:lol:

no, most callers aren't bad (just like most customers aren't bad) but keep in mind (i think someone mentioned this) that the SC standing in front of you has some restraint because they can see you and at least part of them still remembers you are human but on the phone, they can't see you you're nothing but a voice to them so the SCs can be much worse. I still prefer it to other jobs because where else on earth can you have a customer service job with a mute button, or the ability to put the caller on hold and do your work without someone glaring at you. That aside, you can talk to cool people not only from where you live but all over the country (and I oh so love the few times I get callers from Reno... they're always cool).