Working in a job center can be a tedious but rewarding career. If you are a beginner, it will take time to build confidence on the phone and get comfortable with your knowledge of the company. Having clear communication skills, the ability to hold a fluid conversation, and excellent memorization skills will all help achieve success in the call center. Here are some tips to keep in mind if you are considering starting a new job as a call center associate.
Even though you are communicating with customers over the phone, it is still important to be personal in your conversations. Address the customer by name, and use a friendly, upbeat tone of voice. Try to not sound overly “salesy” and really address the customer on a professional and personal level. This will help you build credibility and trust during your conversation. Ask questions and go above and beyond to assist them with what they need.
Often times, you will need to place customers on a brief hold during your conversation. This is normal, but make sure to not let the caller linger for too long on the other line. Be punctual and respectful of their time by transferring them or finding them a solution to their problem quickly. Don’t lead the caller on if you are unsure how to assist them with their issue. Be efficient and connect them with someone who can!
Phone calls are not easy for everyone. Remember that your caller might feel disoriented or have trouble getting their point across on the phone. Be patient with them and allow them to finish their sentences before you interrupt or ask questions. If the connection is weak or you are having difficulty understanding them, be patient, and have a backup plan such as writing down their number and calling them from a mobile device. If the caller needs a few moments to collect their thoughts or review paperwork, be sure to act courteous and respectful!
It is important to collect feedback from coworkers and past customers to learn how you can improve your performance. This can be in the form of a quick survey, phone call, or conversation with the management team. Hearing input on your performance will serve as a great way to reflect and grow as a call center associate.
It is essential to take the training process very seriously before becoming a call center associate. You will need to perfect your process and master the art of calling customers. You will need to gain a lot of information quickly, so it is crucial to pay close attention to details during your training process. This way, you will be able to answer common questions and know who to transfer callers to, making your operation more efficient.