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Starting your first job in a call center can be a bit overwhelming, since it’s a lot of information to take in, along with a fast-paced environment. A major benefit of working in a call center, however, is that you get to help people, which can be greatly rewarding. Get off to a successful start – check out these 10 tips for your first call center job:

    1. Practice Your Phone System

The phone system you use can be confusing at first. Build your self-confidence by practicing on your own as much as you can until you get the hang of it.

    1. Learn from Your Coworkers

Don’t try to figure out what works through trial and error. Save yourself the stress by learning from your coworkers. Observe and listen to how they handle calls.

    1. Show Empathy to Your Customers

Often what customers are looking for, especially when they are upset, is validation. Make it a priority to show empathy to your customers by acknowledging their inconvenience, stress, or frustration.

    1. Project Positivity with Your Voice

Without visual cues, such as body language or facial expression, your voice can sound a little flat during verbal conversations on the phone. Sound more upbeat by projecting positivity with your voice – smile as you speak, and it will automatically take your tone up a notch.

    1. Ask, Don’t Assume

Often what customers think is the problem isn’t necessarily the case. Ask questions to clarify the situation, rather than acting on the assumption that the customer knows exactly the issue.

    1. Take Notes Throughout the Call

After a phone call is completed, there is still work to be done, such as logging summaries and updating the CRM. Reduce the amount of time it takes to complete your after call documentation by taking notes throughout the call, rather than trying to recall everything by memory.

    1. Stay Cool

It’s essential to learn how to not take heated customer interactions personally. Stay cool by taking a deep breath and reminding yourself that the customer is upset by their situation, not you.

    1. Use the Hold Button

While average handle time is a key performance metric for call centers, customer satisfaction is the utmost priority. If you don’t know the answer, don’t be afraid to use the hold button so you can ask your colleagues or manager.

    1. Keep Customers Updated

Communication is key in customer service. Keep your customers updated regarding each step you’re taking or about to take throughout the phone call so they feel in the loop.

    1. Prioritize Organization

Organization is so crucial for success working in a call center since you’re often multitasking. Establish a workflow system that allows you to stay organized, such as performing tasks in the same order, having a specific area in which you keep notes, and keeping reference materials and phone numbers for managers handy.

Find Your Next Job with RPC Company!

Find your next call center job opportunity by turning to the RPC Company! We’re a staffing firm that serves the Dallas, Fort Worth, TX and Springfield, MO areas, and we can connect you with employers that have available positions that are the best match for you. Search our available jobs now.

 

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