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

Thursday, August 04, 2016

TIPS ON - SURVIVING THE CALL CENTER TRAINING



Congratulations!  You have finished signing that job offer and you are now a certified call center agent.  We all know that the first thing on your schedule is the Training part which usually takes from weeks to months.  The training stint is usually the gauge on whether you will stay on as an employee or not -- so you better give it your all and hope for the best.
Some training survival tips.

1.  RESEARCH ON THE ACCOUNT YOU WILL BE ASSIGNED TO.

When you work in a call center, you will be assigned to a particular customer/client.  During the Job signing process you should know what account you will be assigned to.  The recruitment personnel should already brief you on the account you will work for, but you should still study on your own.  Whip out Google and research on your Customer.  What type of industry?  Where is their main country of operations?  Research on the background of the customer and at least you will know more when you actually have your training which will always be a good thing.

2.  TRY TO GET ALONG WITH COLLEAGUES.

The people you will meet during training will be the one's you will work with on the call center floor.  Try not to weird anyone out, nor pick fights -- this is where you will find those people who will help you on the floor.  Do your best to act professionally and not gain the ire of your colleagues by being a know-it-all, or an annoying weirdo.

"Wag kang epal, or pa-epek...gawin ang lahat para magmukhang normal."

3.  LISTEN TO THE LESSONS.

You are required to actually listen to the trainings since resources were allocated for your lessons -- so do your best to absorb as much as possible.

"Wag ka matulog kahit di ka pa sanay sa night shift.  Mag notes ka at magtanong pag di alam.  Hindi ka na estudyante para makipagdaldalan pag me training - trabaho ang pinasukan mo."

4.  BE KIND TO YOUR TRAINERS.

Trainers are people too, they may make mistakes, they may stutter, they may not speak "perfectly".  Even with all their flaws, trainers are still in the position where you should respect them rather than judge them.  Your overall assessment will always be based on their recommendation -- so try your best to get along with them.  Even if some trainers are total jerks, you only have to bear with them till you are on the floor.

"Wag mo isipin na mas magaling ka pa sa nagtuturo kung wala ka pang napapatunayan.  Galingan mo pumasa ng training, tapos palitan mo ung trainer balang araw."

5.  DO NOT HAVE A HIGH-SCHOOL MENTALITY

You are in a professional environment and you are not in school, so try to act as professional as you can.

"Wag nang mag bff bff or grupo grupo sa training sesssions.  Maghihiwalay din kayo pag nasa floor na kayo.  Iwasan mag inarte pag graduation na isang buwan lang kayo nagka-kilala."

6.  DO NOT BE TOO EMOTIONAL WITH ASESSMENTS.

There will always be exams and assessments -- If you fail or get a low mark, do not be so hard on yourself.  Your trainers want you to PASS, since the passing rate of a class reflects how well a trainer trains.  Just make sure you listen and spend extra time in studying.  If you do your best - your trainer will see this and will give you other merits.

"Wag na umeksena ng iiyak ka pag bumagsak ka, or sasabihin mong napaka-tanga mo.  Matanda ka
na, wag ka na maarte."

7.  YOUR ATTITUDE DURING TRAINING MATTERS.

At the end of the day, trainers will send a report of your overall performance, and NOT just your quiz or exam scores.  If you do not fare well with the technical side of things, try to do good in attendance, attitude, and humility.  You will always prove yourself on the actual call center floor - and trainers know this too.  So just be on your best behavior and you should pass and be welcomed to the call center floor.

Any other tips to survive call center trainings? 

3 comments:

  1. Very informative site and article about the development, i must bookmark it and keep posting interesting articles.
    development

    ReplyDelete
  2. I really appreciate your work and very amazing and important information about the IT which have share in this blog.
    IT

    ReplyDelete
  3. Thanks a lot! Very informative. I'm a newbie in this industry

    ReplyDelete