One of the most difficult jobs can be found inside the call centre. Whether you’re working in inbound customer service or outbound telemarketing, call centre employment is hard.
That said, call centre work provides a plethora of opportunities for a wide array of individuals. Student, retired, professional transition. Whatever your situation may be, call centres are always looking for applicants to help fill seats and provide impeccable customer service. For call centres, however, it can be rather trying to retain employees after a single shift.
But you shouldn’t rely on supervisors, managers, colleagues and the other end of that telephone to encourage you to stay in this job. You need to prepare yourself for the challenges and hurdles.
Here are five etiquette tips for call centre newcomers:
1. Be as Professional as Possible
No matter how much you want to start yelling and screaming at the discourteous and uncouth person on the line, you need to be as professional as possible. If they’re being abusive to you, then just sit there and continue to provide service – engaging in a shouting match won’t help.
The best thing you could ever do to an angry customer is to be professional, calm and kind.
2. Remain Confident at All Times
Do you want to irk a client? It’s simple: be underconfident and act like you don’t know what you’re doing. But you don’t want to irk customers…
With this in mind, it would be prudent to portray yourself as a confident professional who knows his or her stuff. How can you achieve this? Here are a few tips:
- Refrain from stuttering and stammering.
- Don’t have any dead air in the call.
- Be knowledgeable about the product or service (see below).
- Avoid being limp and scared talking to people.
Confidence. It’s just confidence.
3. You Cannot Tell a Lie
Honesty is key to succeeding in call centres. If you’re fibbing and being dishonest in nearly every call you participate in, not only will you be reprimanded by your supervisors, the customers will eventually find out about it.
Remember, you’re representing a company with each call you make or accept. If you’re embracing mendacity, then that brand’s reputation will take a significant hit.
4. Know Your Role & Your Facts
What is the objective of your position? To provide excellent customer service over the phone.
How do you provide superb customer service? By knowing the facts and protocols.
Indeed, in addition to being an honest fellow, another great way to survive and thrive in a call centre is to know your role and your facts. Otherwise, if you try to act above your pay grade or remain ignorant of certain elements, then you will be given the pink slip.
5. Neutrality Will Keep You Out of Danger
Like the nation of Switzerland, staying neutral will ensure you stay out of trouble and danger. Should the customer start bashing the company you’re representing, you mustn’t join in and participate. Moreover, you must never start revealing details about your workplace or any personal information. Stick to the job at hand, do not divulge any personal opinions and provide customer service.
No matter how many times the customer tries to push you, do not give in.
Outbound or inbound, sales or surveys, customer service or customer retention. Whatever department or position you have within a call centre, it can be frustrating, emotionally hellacious and perhaps boring. But this is what you signed up for and what you’re getting paid for.
It is up to you to make the best of it. This may be a career choice or a temporary job, but you should still always be professional, courteous and hard working.
Call centre work isn’t glamorous, but it pays the bills.