Call Center Agents are Underrated
“Call center agents are the most flexible earners in this world. We converse in English even if we did not take English majors. We go over bills even if we are not accountants. We troubleshoot and fix issues even if we are not computer savvy people. We take irate and aggressive people with ease even if we are not psychology graduates. We are shock-absorbers. We say sorry even if it’s not our fault. We help people who don’t even mean to us. We put a genuine smile even if we have problems inside. If you know someone who is a call center agent, tap his/her back. It’s never easy.w”
Having read that post made me realize that it sums up the type of job that we do in a daily basis. Let me break it down line by line for those who want to know why.
Call center agents are the most flexible earners in this world – This is certainly true, this will be supported by the explanations I will be providing for the rest of the sentences below.
We converse in English even if we did not take English majors. – Agents, Team Leaders and Managers all come from different backgrounds. We have Engineering, Nursing and IT graduates to mention a few. Majority of us did not take English majors during our time in college but with training, exposure and the willingness to learn, we are able to converse with Americans/Europeans/Australians pretty well. Of course, the natural Filipino talent to be able to adapt and learn any language is also a factor.
We go over bills even if we are not accountants. – For those who are supporting Tier 1 accounts or banking accounts they get trained to understand the customer’s bill, they interpret it, and they answer questions from customers. It can be a real challenge at the start especially to those who don’t have accounting backgrounds or those who are not mathematically inclined, but we have seen all types of agents flourish in these type of accounts. One just needs to really put their mind into learning it, use the tools properly and efficiently and they should be good to go.
We troubleshoot and fix issues even if we are not computer savvy people. – Well I started with a Tier 2 account which supports Troubleshooting and Supporting Internet connections. Even with my background in Computer Engineering I should say it was even a challenge for me. What really motivated me to want to excel is that I’ve seen elite agents who don’t even have technical backgrounds and they were really doing good. Well it’s a plus to have a technical background but it doesn’t guarantee anything. With the training provided and the constant coaching sessions with the trainers and team leaders the agent gets the support needed to be able to support customers on various problems. Yes you will be making mistakes here and there but that’s part of learning, you just have to learn from your mistakes.
We take irate and aggressive people with ease even if we are not psychology graduates. – This is a challenge we face on a daily basis. Customers would be calling in because of unresolved issues or simply because they are not getting what they are paying for. Some of these customers would really express it in a way that they get into your skin. Seasoned agents are able to handle these type of situations pretty well. They don’t get affected by it since they know it’s nothing personal. They use the techniques they learn from training or from their Team Leader, they calm the customer down, and do whatever is needed to address the issue.
We are shock-absorbers. We say sorry even if it’s not our fault. We help people who don’t even mean to us. – This is pretty much self explanatory.Call center agents are the front-liners and when there is something wrong with the customer’s account/bill or when their services go down, these agents are the ones talking to the customers and educating them on whatever resolution is needed to fix the issue. They need to make sure they apologize to the customer and empathize with them. These customer don’t ever get to talk to the programmers/engineers/bridge team/maintenance team. The agents are the ones doing all the talking and explaining in behalf of these departments or the company. Agents sometimes extend their support or go the extra mile for people they don’t even know.
We put a genuine smile even if we have problems inside – It’s not easy to be working on night shifts. Agents also have their own personal lives and they are making a huge sacrifice with their respective families. But they always find ways to sort things out and if there are problems they don’t let if affect their work. They have to smile when they take calls to make sure it comes out of their tone. The customers won’t see these agents smiling but they will be able to feel the warmth of their voice.