Patience and listening skills are key to being a good agent.
For some time now, we've been publishing information related to the work of a Call Center agent, as well as data on improving performance and, of course, tips that will position them as a key player on their team.
All of these details take on even more meaning when we hear from the people who live them day to day, and that's why we contacted Giuliana Serna Muñoz, a Call Center agent at Marketing Personal, who has worked in this field for four years.
#InterviewAgentCallCenter
Starting point
iKono: Giuliana, how did you end up working at a Call Center?
Giuliana: Basically, I was looking for a job and a friend suggested that I take my resume to a call center and that's how I ended up working in this field.
iKono: Are you currently studying, or are you already a professional, and in what field?
Giuliana: I am an Occupational Health Technician and will soon continue my studies for technology.
iKono: So, when you started your job as a Call Center agent, did you already have prior knowledge or experience in the position or did you start from scratch?
Giuliana: Well, when I started as a Call Center agent, it was my first formal job, but I didn't know what to do. I didn't know how to answer a call or how to keep records. I started from scratch.
My start in a Call Center
iKono: So, when you joined the company, was there an induction process? What was it like?
Giuliana: When I started, they gave you 15 days, and depending on the company, they trained you to the level they needed. For example, at the first Call Center I worked at, they explained to me what the call was about, how calls were answered, how to treat customers, and what the most common customer questions were.
The opposite is true in Personal Marketing, where we serve area managers, so the type of induction is different. In other words, induction in a Call Center depends on the type of clients being served.
How can I improve my performance in a Call Center?
iKono: And in other aspects, Giuliana, what skills have you had to work on to improve your performance in the Call Center?
Giuliana: What one has to improve the most as a Call Center agent is the patience and listeningKnowing how to listen to the request, being patient with the caller, and knowing how to handle the request—that's what I lacked when I started as a Call Center agent, and I needed to improve those skills to become a good Call Center agent. With patience, listening skills, and responding skills, you're already becoming a good Call Center agent.
iKono: And considering your experience, what challenges have you faced in your work as an agent?
Giuliana: Well, the challenges that one encounters are suddenly with the attitudes of the clients, because no matter how much patience one has, there are clients that are not easy to guide or provide them with the information they require according to the need that one identifies; that is one of the biggest challenges because when one tells them something that they do not want to hear, the attitude with which they respond is not the best, because those clients do not visualize the company but perhaps assume that the responsibility lies with the person who is serving them, in this case, the
Call Center agent.
When to be patient?
iKono: And in that case, tell us a little about your clients. What's your relationship with them like?
Giuliana: I have worked with two types of profiles.
When you work with clients and not with people from the same company, it's a little difficult because you meet people who are kind, angry, neutral in character and who, regardless of the option you offer, always react in agreement. And you can't say that you can establish a friendship because, today they answer me, but tomorrow I don't know if the same client will answer me back.
The opposite occurs when the clients are part of the company and are a smaller group, allowing for the establishment of a friendly, working relationship of trust. In other words, the treatment is completely different because there's less formality, but still a great deal of respect. In this case, clients may also call angrily or with questions they hope will be resolved by the Call Center agent.
Trainings
iKono: And as for training, how often are they held?
Giuliana: Yes, every company I've worked for has offered training, but not always. For example, at the first company I worked for, it was held every two weeks. It basically consisted of a call clinic, from which we extracted profiles or information so we could provide better service.
Another training course I've participated in, which is conducted weekly or when we hold a primary group, is where a call profile is analyzed so we can strengthen the agents' functions. That is, the training is related to the type of client we serve.
iKono: Finally, Giuliana, what would you say to people who receive a call from an agent or who are communicating with a Call Center?
Giuliana: From my point of view, telling them to listen to the person who is speaking to them may sometimes be uncomfortable, but if they see it as our job, perhaps they will understand our work in a different way, regardless of whether they accept the information or not and in such a case, they want to give their opinion on the subject. The important thing is that they listen to the Call Center agent who contacted them.
Giuliana Serna Muñoz
CALL CENTER AGENT IN PERSONAL MARKETING
Content Writing by: Isabel Uribe
#We invite you to read our blog post «Tips for setting up an IVR and recording a welcome message»
Learn about our Corporate Solutions
Learn about the IP telephony, multi-agent chat, and mass text and voice messaging solutions for your business.
Are your customers waiting too long? How to reduce response times without sacrificing quality
Read more ...
Common mistakes when implementing technology in customer service and how to avoid them
Read more ...
English 
Spanish
One Response