The “How-To-Make-It” to the call center industry

from: kaanib.net by Carmi Tongol

There is an increased demand for call center agents here in our country, yet we experience an equally increasing unemployment rate. One reason is the English communication issue. The nature of the work is second. So the saying, “Many are called but only few are qualified” applies to this fact.

Before venturing into this call center business, there are basic things one needs to know, like: what is a customer service representative? A customer service representative or simply a call center agent is a person employed in a call centre to answer the phone. But there are also agents who handle a non-phone support. They are the ones who do back-office jobs. The technical service representatives, meanwhile, are the ones who render technical help to the customer.

Is a call center job easy? Well, it is not really an easy job. CSR’s act as front-liners who give excellent service to customer at all times. Any position in customer service deals with many different types of people with multiple personalities. As CSR you must know how to deal with an irate customer and for some, need to pass the client satisfaction metrics.

To be an excellent customer service representative one simply needs to be happy and satisfied. When you exude happy and energetic vibes, it rubs off onto the customer. Most of the agents do not usually waste their time and energy arguing with the customers because, they will always feel that they are right and agents are wrong. So they will just let their smile shine on their face, forget about their last call, and move on.

In a call center industry, you are supposed to work in a team. So expect that there will be a task assigned to you that fits your qualification. You will not only build rapport with your customers and with your clients, but you will also learn how to put up bond in your team.

If you are one of those people aspiring to work as a call center agent, here are some tips to ponder:

- BE CONFIDENT.
- SELL YOUR SKILLS positively.
- Possess a “VOICE WITH A SMILE”.
- BE COURTEOUS and SINCERE at all times.

Doing so will greatly increase your chances to work on this industry.

“Thank you for reading this article and have a nice day!”

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