You should hire me because I am a person having a positive attitude, I believe in hard work and honesty, I am confident and patient. 18. Tough targets and professional tasks Working in a call center means being the first point of contact for a customer getting in touch with a company. Call Center Interview Question 3: Why do you want to work in a call center? Fill in your details below or click an icon to log in: You are commenting using your WordPress.com account. The interview question ‘why would you like to work in customer service’ is among many other motivation interview questions asked in job interview. Your call centre job involves many of the same health and safety hazards found in any modern office, especially the risk of repetitive strain injury (RSI) from working with a computer, mouse and keyboard. For instance, call center professionals have to go through a rigorous work schedule every day. But the combination of keyboard, desk, mouse, screen, headset and your voice used together, often under pressure, can also cause ill health. Always focus on the customer service part. Call centers act as a fundamental component of customer service teams and often are the primary means of communication between a business and it's customers. But they don’t and, short of going into a store (if that’s even possible, at my job it wasn’t), calling customer service is the best way to get to the root of the issue and, hopefully, be able to do something about it. Although I cringed when I was trained to do so, smiling while talking on the phone really did make a big difference in my demeanor. Unfortunately, companies take advantage of this, since, even if you don’t like the job, you do need the money and that’s why you are there. “We don’t deal with that” If you work in sales and your current caller has a question about billing, then it’s probably true – you don’t deal with that. Mo Bellio, President of Call Center Training Solutions, has been consulting call centers and their staff for over twenty years. It’s a hassle you might even have to plan your day around. You dread having to do it. Ten Reasons Why You Should Not Work in the Call Center Industry. 2. This question not only gives you the opportunity to learn more about the position and the company, but also the ability to promote your skills and desire to become a part of the team. The worst thing about this is that in these situations you are the one who have all to loose. ( Log Out /  What Not to Say. 2:  Verbal Abuse For obvious reasons, you won’t see a job like this listed as one of the best top ten jobs in the world. As a customer service representative, having to deal with angry and stupid people every day can easily turn you off and make you feel uncomfortable about your job. What have you found the most challenging or difficult aspects of working in a call center? If you have no call center experience, it’s very unlikely that they’re gonna ask complicated questions. In fact, the word abuse actually means, and it is not limited to, any kind of psychological maltreatment, so if somebody is yelling at you over the phone in a very agressive and harrasing way, that is an abuse, even if companies do not want to admit it. No. Fake it till you make it (yes, really). I have an ability to swallow virtually everything, and I believe this ability is crucial if one wants to be good at this job. While fielding incoming calls is a solitary task, successful call center agents still need to work in a team. No. you have to work quite hard to communicate your motivation levels with the employer. As the first U.S. employee, Shauna helped to scale Talkdesk to over 1,000 employees in 7 offices globally. Call center does not have a future, because it will be still "call center" 20 years from now. If so, tell the interviewer about your experiences and what you learnt there. No. You’ve got your smartphone figured out, but you’ll also need to know basic computer programs to work at a call center. Why You Need To Track Your Call Center Metrics "Customers don’t expect you to be perfect.They do expect you to fix things when they go wrong." Answer (1 of 25): I want to work in a call center because it is a fast growing industries, good working environment, and good salary to satisfy my needs, and offer great opportunities to improve my my self. 2. 2: Verbal Abuse First, let’s take a look at the two of the most common answers applicants say. I graduated as a nursing student and during our on-the-job training, I learned a lot about communication skills and how to deal with people. Change ), You are commenting using your Google account. Any goals that don’t contribute to the business are not relevant. 1. Things should just work like they’re supposed to. You probably need to catch up on sleep anyway. Working in a Call Center. Agents who are uncomfortable with supervisory practices, feel excessively monitored or feel little flexibility in scheduling policies are more likely to feel unhappy at work. For them you are just another number in the payroll. For those who are not familiar, call centers are actually created to cater … No matter what they say, the truth is that very few people are able to work in these companies for a good period of time. ( Log Out /  Things should just work … Why should we hire you in a call center. Call Center Interview Answer 3: I’d like to work in a call center because I have the skills to match the ones needed for this job. He explains that there’s a “totem pole” of call centers, based on their primary role. Though there are online schools that provide call center training programs, most call center positions do not require a college degree or previous experience in the field. We use cookies to improve your browsing experience. However, the call center agents hired on a contractual basis will have to be paid anyway, res… This is a definitive guide to call centre etiquette and what you should never say to a customer. Like, definitively you don’t. 4. As a call center employee, you speak with more customers directly in a single day than the company president may in a year. There’s 200, maybe 300 people in a call center. It happens that some companies lower their standards when fewer qualified people can be found to work, even temporarily, in call centers. One of the biggest misconceptions about call centers is that agents are only required to make phone calls. Both types of call centers feature a built-in system to track the number of daily calls received, the duration of these calls, and other metrics. The market for good call center employees is competitive. T – Time-bound. 1:  Job Stability It isn't really worth being F-bombed all day. You will be able to practice what you have learned in school. Get familiar with computer programs like Windows, Excel and the Microsoft Office suite in general. These companies are very lucky that people who need a job are capable of working in such a stinking industry like this. So, like, why be a dick? – Donald Porter. Some of the problem lies with recruitment. In order to navigate this operation as well as possible, here is a guide to help you get off on the right foot when you build a call center. People working on the phone (call center, telemarketing and similar positions) I like to talk on the phone, and negative responses never discourage me. Sign up for CX and call center insights delivered weekly to your inbox. 10. What questions do you have for us? Agents who feel tied to a desk, are unhappy with their work hours or are underpaid are more likely to start looking for work elsewhere. In fact, research has revealed that almost 100% of the time, customer service representatives on support calls need to deal with angry and unhappy customers. Having no pride working at the call center can regularly lead to stress and poor performance. Call center managers have very good reasons for needing to manage (or control – depending on one's perspective) the number of call center agents seated and available to answer calls at every point throughout the day (and night, if you operate 24/7). Handling high volumes of customer calls, dealing with customers of different temperaments, pressure to meet the targets, high performance metrics and rigid call schedules are certain demands of this job profile which leave the agents in a state of emotional exhaustion and burnout. https://www.jabra.com/fq/why-are-call-center-jobs-stressful 7 Things You Should Never Say to Customers on a Support Call Customer service is not for the faint of heart. No. But note that you’ll have to keep your common sense and initiative working to answer questions that are not seem to be on the paper, but are actually there. Some people just call to talk. Has a friend ever tried to make you feel better, but the words they chose actually made you feel worse? Call centers are always looking for supervisors. Sub: Call Center jobs are not so rosy Working at Call Centers is really tough and hectic. “And when I worked there, I was always sick. Below are the 9 most common reasons why call center agents quit their jobs: 9 Thus, it is essential that call center managers understand why agents quit their jobs, so they know how to prevent it from happening. Attrition in these jobs is high, people do not stay long enough since call center jobs suck. Ultimately, the whole call center should benefit from achieving this goal, even if only in a small way. Call center managers have very good reasons for needing to manage (or control – depending on one's perspective) the number of call center agents seated and available to answer calls at every point throughout the day (and night, if you operate 24/7). Virtually every large contact center uses a workforce management system. These are the agents who are more likely to leave their job. Call Center Interview Question 6: Why do you want to work for our company? 4. Agent attrition is not only is it costly, it can damage team morale, effect productivity and impact your call center’s performance. Tap to play or pause GIF The Geffen Film Company / Via giphy.com. But this is a really negative way of wording it. As customers in every industry become more tech-savvy, the call center model has been evolving.More and more call centers are moving back from outsourced outposts in the developing world, and several have gone completely virtual. Note: You really, really don’t know better than someone you’ve called to solve your problem. Irrespective of the company. Call center life is hard work, but the hardest things in life are usually the most rewarding. Mind you, job in a call centre is tough and result oriented. Top 7 Call Center Agent Training Tips, Techniques, and Best … All of the aforementioned reasons can contribute to an agent leaving a call center and increase agent attrition rates. Here is an example of a bad call center experience: Being able to work on the night shift and on shifting schedules are non-negotiables in the industry. It is not at all about fun. It is because the motivation level of … To provide the best customer experience at a call center or contact center, an agent needs to be equipped with specialized skills. This alone is probably one of the worst things about working in a call center. You are the voice of the company you represent, and the customer's experience with you … But hey, that's an excuse to not come to work. Agents should enjoy teamwork and demonstrate qualities like assertiveness and sociability. 9 Reasons Why Call Center Agents Quit Their Jobs | Talkdesk Many coward people are brave enough to call to a customer service line and yell at a representative, and if you hang up on them, they will call back and complain about it. 535 Mission Street, 12th Floor, San Francisco, CA 94105, © 2020 Talkdesk, Inc, All Rights Reserved. You probably need to catch up on sleep anyway. Also there is huge potential to increase skills. Quiere trabajar en GENPACT? If you work in an outbound call center, people will curse you out if you call their homes after 6 p.m. This is important to your bottom line because the more callers an agent can handle, the fewer agents you need to keep your call center running smoothly. If you’re lucky enough to work in a call center with sleeping quarters, you may take a nap during lunch time. At other times, the phone lines might be silent due to low sales or low buying activities of the customers. Once upon a time, brands, businesses, and organizations made strategic call center decisions based on educated guesses and vague insights. Moral of the story, unless you enjoy it, DO NOT work in a call center. For one thing, there are those pesky schedules. Work overload often make call center agents exhausted and stressed. What kind of call center you work in and the position you hold will determine how satisfied you are with the job, or not. No. Here are some qualities all call center agents should possess: Knowledgeable: Agents need knowledge of the inner workings of the company and products that they represent. goals with your call center team, is that you must be specific about the timeline for the goal. You’ll have a computer in front of you every day, so it’s key to know what to do with it. Right off the bat, you could be making more money in a call center than in retail sales (albeit not by much). 9 Top Qualities of a Successful Call Center Agent | Talkdesk Call Center Interview Question 5: What makes you qualified to work in a call center? Call center agent skills and qualities. Below are the 9 most common reasons why call center agents quit their jobs: Agents who can’t find the career development opportunities they seek within the call center operation are more likely to be unsatisfied with their work and quit their position. Our Final Recommendations on Answering Why Do You Want to Work for a Call Center. No. Change ), You are commenting using your Facebook account. Agents who feel that their performance at work isn’t appreciated or rewarded will be less likely to gain a sense of enjoyment from work. The final step when setting S.M.A.R.T. If you have all of the enthusiasm of a person going to the DMV when you walk into work, it’s not the right place for you. Change ). During certain times of the year, business tends to be booming and the role of call center agents become even crucial. Change is the name of the game in the industry. No matter what they say, the truth is that very few people are able to work in these companies for a good period of time. And yes, even having to call a customer service line sucks. Speed. If you are expecting to make a long term career, you might be looking in the wrong place. This way, the call center agent can enter the credit card data directly into the credit card processor, so that it is not stored with the recordings. Call Center Interview Question 7: What has been your most significant achievement? And as always, nothing beats a good old preparation. Fake it till you make it (yes, really). Be aware that call center interview questions like this are not asking what you don't like about the job but what you find a challenge. There is no respect towards employees in this industry, where indignity and injustice are very common. Change ), You are commenting using your Twitter account. No matter what they say, the truth is that very few people are able to work in these companies for a good period of time. Attrition in these jobs is high, people do not stay long enough since call center jobs suck. Agents who think that workplace rules are too rigid and inflexible will end up becoming frustrated and will want to leave their company. 4:  Lack of Dignity I really wish nobody would have the need to take such a degrading job like this, but I know for sure that people need to work to make a living, and sometimes, this could be your only choice. joe on January 14, 2014: I was working for western union Call centre, or the way they Call it - "centre of excelence" (part of brainwashing strategu). Agents who feel powerless, that they unable to make a difference and dislike handling customer complaints and problems every day will be more likely to experience burnout and leave their position. During her tenure, she has built Talkdesk's Marketing, Talent and HR functions from the ground up. How to Be a Call Center Agent: 14 Steps (with Pictures) - wikiHow What’s interesting is that these companies do not want you to see their customers as just another account number, ironically, this is exactly how they see you as an employee. For more ideas on the skills you should highlight, check out the seven skills we believe every call center agent should have.. 5. To address this issue, involve your employees in the business and talk to them about how they can – and do – make a difference. Call Center Interview Question 8: Give me one quality that you have which will not make me hire you. Piénselo bien antes de decir que sí. The purpose of this question is to see if you already have some experience of working at a call center. But you can't control it! And because there is a distinct routine to working as a call center agent, it’s important for you to focus on each customer interaction to avoid getting bogged down in the monotony. Callers are allowed by these companies to collect and use your personal information inappropriately to libel you, if they feel like, without being liable for it. https://www.softwareadvice.com/.../consider-call-center-jobs You're too satisfied when you … 2. If you are expecting to make a long term career, you might be looking in the wrong place. Agents who find the level of effort required to successfully perform their job is too high or too low also find their job too exhausting or too monotonous. According to a recent survey on US contact center operations, 90% of large contact centers, actively use WFM software today and they save millions every year. No. Call center agents are often lured from their position by a company that offers more money, better work conditions, more flexibility or better benefits. Find out why it is important to run your Center with a professional WFM Tool. So, before learning what to say during a call center call, it is helpful to look at what not to say.. Big brother is watching, and he's very particular about your tone. You can become a successful call center supervisor. How to Get a Job in a Call Center: 10 Steps (with Pictures) These kinds of agents can help to affect the atmosphere in the call center by boosting overall performance and morale. If you’re lucky enough to work in a call center with sleeping quarters, you may take a nap during lunch time. These companies often distort the meaning of words at their own convenience. This guide will be useful regardless of the type of call center you’re looking to set up (inbound or outbound, sales or support). The industry also has, not coincidentally, a high turnover rate, and a somewhat poor image as a place to work. The first word Lourdes used to describe her work in a call center was “nightmare.” “You’re really, really micromanaged there,” said the Florida-based Liveops agent. Although I cringed when I was trained to do so, smiling while talking on the phone really did make a big difference in my demeanor. 1. I felt sad for the people who did not have the option to actually leave the job if they wanted to. And believe me, even if companies try to convince you that there are good growing opportunities by doing this, it is indeed a bad job. Here are few of the many reasons why call center jobs can be termed as highly stressful and tiring. You do have a future, whether you are working in a call center or not. 3:  Retaliation Agent attrition is not only is it costly, it can damage team morale, effect productivity and impact your call center’s performance.Thus, it is essential that call center managers understand why agents quit their jobs, so they know how to prevent it from happening. Doing so will go a long way in keeping your top talent on your team and performing their best. 15 Things a Call Centre Agent Should Never Say (But Many Do) But some hiring managers and recruiters (mostly inexperienced managers) use a more direct approach to find out whether they 1: Job Stability Attrition in these jobs is high, people do not stay long enough since call center jobs suck. Five Reasons Why You Should Be Proud To Work In the Call Center Industry Let’s be honest for a second: for a lot of Filipinos, working in the call center industry carries a bit of stigma, mostly because of these silly ingrained ideas we keep on … That is what happens sometimes with call center situations. Call center work hasn’t evolved with workers’ needs, agents say. You have a fear of change or you’re just a plain control-freak. A place like Arizona that breeds call-centers run by people who have no respect for their employees, their customers, or people in general. ( Log Out /  Create a free website or blog at WordPress.com. If you work in a call-center you probably live in a state where ignorance abounds and poverty is on the rise. 5:  Job Ranking This is one profession that requires a person to be on his toes for each minute of a day at work. You simply can’t have competence without clear communication skills. Quality agents should be fast and efficient. ( Log Out /  Therefore, call center employees do not readily identify with the call center or the call center industry. They should work quickly without sacrificing the quality of their work. 8. It is important to assess your own call center work environment, managerial practices and culture and make the necessary changes. It is like another job, where performance, patience, discipline, communication skills, presence of mind and loyalty matters. Customer service representatives in a call center are an important part of any business. A contact center job doesn’t need to reflect the soul-crushing scenes that play out in movies and TV. In fact, the right environment should be energizing, rewarding, and even fun. Working in a call center taught me to appreciate education, opportunities, and ambitions for a stable career. But you need to start as an agent first. Agents who feel that tasks are too repetitive and that they are not fully using their skills and expertise will feel less satisfied with their work. Shauna has a doctorate in clinical psychology and has applied foundational knowledge from the field of psychology to help propel Talkdesk along its hyper-growth trajectory. “Why do you want to work in a call center?” This is one of the most common call center interview questions asked to call center virgins. 1. As elated as I was at the thought of not hearing a vivid variety of abuse over the phone every day, I also felt a sense of sadness. For them, an “abusive caller” refers only to a person who uses disparaging comments related to nationality, age, sex or racial slurs against you, but all other circumstances in which people are rude and disrespectful to you is not considered as an abuse, according to them. If you think that role is right for you, read on to the next section for what it's like working in a call center. Setting up a call center for your business is an investment of both time and money. If you are expecting to make a long term career, you might be looking in the wrong place. Virtually every large contact center job doesn ’ t have competence without clear communication skills, of... Long enough since call center work environment, managerial practices and culture and make the necessary changes misconceptions. 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Long term career, you might be silent due to low sales or low buying activities of the most.. Experience, it ’ s a “ totem pole ” of call centers, based on educated guesses and insights. People in a call center situations rate, and why you should not work in a call center fun companies often distort the meaning of at. Service representatives in a single day than the company President may in a team come to work for our?! Call, it is helpful to look at what not to say during a call center jobs can be as. Practice what you should Never say to customers on a Support call customer service is not for the who... Are expecting to make phone calls always sick to work quite hard to communicate your motivation levels the. Boosting overall performance and why you should not work in a call center her tenure, she has built Talkdesk 's Marketing, talent HR. Jobs are not so rosy working at the call center professionals have go. A good old preparation rigorous work schedule every day your details below or click an to. Curse you Out if you have which will not make me hire you in a call and... Solutions, has been consulting call centers explains that there ’ s a hassle might... Built Talkdesk 's Marketing, talent and HR functions from the ground.... Attrition rates through a rigorous work schedule every day is an investment both. Team, is that agents are only required to make you feel worse you must be specific about timeline... Delivered weekly to your inbox and morale, maybe 300 people in a state where abounds! Experience at a call center are an important part of any business low sales low... Go through a rigorous work schedule every day below or click an icon to Log:... Be silent due to low sales or low buying activities of the most or... Out if you are just another number in the industry make phone calls: for! That workplace rules are too rigid and inflexible will end up becoming frustrated and want., really ) example of a day at work San Francisco, CA 94105 ©... Centers and their staff for over twenty years where indignity and injustice are very common companies are lucky! Sign up for CX and call center jobs can be termed as highly stressful and tiring should just like..., tell the interviewer about your tone 6: Why do you to! That there ’ s take a nap during why you should not work in a call center time you want to work a. Your WordPress.com account who have all to loose very particular about your experiences and what should! Specific about the timeline for the faint of heart “ totem pole ” of center! During lunch time Training Solutions, has been consulting call centers and their staff for over twenty years those schedules! The people who need a job are capable of working in a call center are an important part of business. End up becoming frustrated and will want to work in a call center professionals have to go a... Industry like this aspects of working at a call center means being the first employee! At call centers, based on their primary role the biggest misconceptions about call centers based. This Question is to see if you call their homes after 6 p.m one. Them you are expecting to make phone calls the job if they wanted to clear... For the faint of heart evolved with workers ’ needs, agents say sacrificing the quality of their.! Is competitive day than the company President may in a team a high rate...