The ramblings of a self-proclaimed call center veteran - on surviving the Philippine Call Center industry.

Tuesday, December 02, 2014

TIPS ON - THE PROPER CALL CENTER ATTITUDE



Surviving the Call Center Industry is not just knowing the in's and out's of your job, you also need to have the right mindset when working in this challenging environment.

1. Have a servant's attitude.

No one really wants to waste precious time to troubleshoot problems, and it also takes time to contact support for assistance.

That is why you should always note that when a Customer calls you - it means that they really need help with a problem. Have a helpful attitude and be there for them.  That's what you are paid to do.

2. Customers are human.

People are people, and sometimes we have our bad days. When you are faced with an annoying caller, try to recall the days you were in a foul mood, and extend understanding.

"Pag pasensyoso ka sa iba, pag papasensyahan ka din nila."

3.  Placing yourself in the Customer's shoes.

Remember the last time you called customer support or asked help from a service crew? When you get those calls, try to place yourself in the customers shoes. Treat them the way you want to be treated if you were a Customer.

4. Control your emotions.

If you get an Irate caller and someone yells at you over the phone, breathe and just pace yourself accordingly. Be calm and professional, note that the Customer is miles away and this is part of your job. Stick to your spiel and be cool.

"Ginusto mo mag call-center, kasama yan sa trabaho. Wag mag inarte."

5. Calls and work = job security.




If you have no Customers, then it means support is not needed and this leads to slashing costs and workers.


"Walang ginagawa masyado?  Humanda ka na magsara ang account niyo."

Care to share other ideas?

6 comments:

  1. Thanks for the post I actually learned something from it. Very good content on this site Always looking forward to new post.
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  2. Hello, JM, I work at a call center, too. I appreciate you starting this blog. Looking forward to more of your posts.

    ReplyDelete
  3. Im planning to shift to a new career from being a Nurse Assistant in the hospital for 6 years to becoming a Call center agent. What advise can you give me sir? Thanks.

    ReplyDelete
    Replies
    1. Hi Nino,

      Thanks for the comment. The best advice I can give is that you just need to brush up of your english and typing skills. Make sure to Google Call Centers which look specifically for nurses. Good luck on your new endeavor!

      Delete
  4. very informative post for me as I am always looking for new content that can help me and my knowledge grow better.

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