Guides On How To Become A Call Center Agent Part 2
What to expect now if you have the job.
1.) What your employer will want from you.
- Be reliable (shift wise).
- Be conscientious.
- Follow process and procedures.
- Show empathy and care to the customers.
- Accepting of feedback from Supervisors.
- Put in your time sheets on time.
- Don’t steal time.
- Don’t lie.
- Be nice.
2.) What will your job be like on training?
- You may receive some language training (depending on company requirements).
- Secondly, you will be trained on the product or service.
- Lastly, you will receive system training.
- Training in most cases is 1-4 weeks (you should get paid for this training time – make sure you ask before you start).
- You will probably be tested throughout training, know the material study it at home.
- Show up every day – you can’t miss a day of training.
3.) What will your job will be like after training.
- You will be assigned to a supervisor.
- Your supervisor will have 10-30 other people reporting to them.
- Various members of your team will have a range of experience.
- Ask your Supervisor who is the best performing person on the team.
- Sit beside the best performers every day. You can learn a lot from these people.
- You will get a shift schedule that will tell you what days and times you will have to work.
- You probably won’t like the days or times (don’t worry, they change often and because you are going to be really good, you will get a better selection next time).
- You will get a desk to sit at. Chances are it won’t be the same desk every day.
- Don’t bring stuff.
- You will get a headset.
- Most companies provide a cafeteria with fridges and microwaves to keep and heat your food.
- Lunch and dinner will cost a lot move to purchase your lunch then if you bring it from home.
- Bring lots of water.
4.) What will be your job be like on the phone?
You will probably be nervous and forget some of what you learned in training. Don’t worry its normal it will come back. (This is why sitting beside the experienced agent is so helpful).
- Take your time especially listen to what customer is asking repeat back what they have asked. This will help you understand the question and give the customer comfort that you know what they are looking for.
- Talk to your Supervisor. Make sure he or she knows where you are and how you are doing. Ask for help and be positive.
5.) So what’s in it for you?
- A good number of bonuses and incentives.
- Great opportunity to learn about different companies and processes.
- Faster promotions (especially growing companies)
- Many different career choices (supervisor, training quality, Reporting, Forecasting, Scheduling, IT, Business Development, etc.)
- Rapid opportunity to earn money if you are willing to work hard and learn.