There are some things you need to know about being a Call Center Agent. I am not that experienced when it comes to this job but I just wanted to share some things to enlighten the customers or those people who call us.
1. We are humans, not robots. We feel.
When you shout and curse, it would affect our performance. One bad call can complicate all other calls. It can be controlled, however there are times that we could not. We feel hatred, anger and pain. Regardless if you are just speaking through the phone, it still pierces our hearts. We are not emotional people since we are trained not to take your remarks seriously but one can never escape the fact that he/she can still be affected by just nonsensical comments.
2. It is the policy, not us.
When you blame us because your device was broken or your credit card was charged or your line was cut off, it does hurt. But then can you at least please read the fineprint, that there are rules to everything? You scream, you shout and ask for supervisors or managers who will still be saying the same thing cause again, they are bound to the policy of the company they work for. No matter how many times you cry, we would not care, because you at least need to read some important points before jumping into conclusion that “HEY YOU’RE RIPPING ME MY MONEY!”.
3. Yes we have a different accent, but we speak ENGLISH.
“I could not understand you!” or “Can I speak to someone who speaks english?’ – these are your usual comments when talking to us. It could not be denied that we are from the other end of the world, however that doesn’t mean we dont speak your language. We can understand you, how come you dont?
4. We take phone calls for a lot of people not just you.
So please do not waste our time for your whining and complaints about the charges or something like that. Because then again please refer to no.2.
5. We value you as our customers so please do the same.
We count the times that we make our customers happy. We also count the times we had bad calls. But what would make us smile and what can complete our day would be when we satisfy your needs and requests without breaking our policy. Because it is a win-win situation. And when we hear your smiles over the phone, it lessens the baggage of the frustrated customers that we have.
Note: I worked as a call center agent for 1 year now for big companies under big clients which I could not disclose. 😀