call center job

[serenegeek]

I don't know where to post this, I'm sorry if this is not the right thread.

I have an important job interview tomorrow at a call center. Actually it's more of a test-run and I absolutely don't know what to expect. I know that my task is to set up appointments for the company representatives, so I'm basically an assistant. I've never had a job at a call center before but I've always wanted one. This one would be perfect since I don't really have to sell anything, just making appointments etc. Has anyone or does anyone work as a call center agent? Any advise?

 

[Peripatetic]

A positive helpful attitude and plenty of patience are important for any call center job. Demonstrating those in the interview will give you an advantage too. I wish you well!

 

[serenegeek]

A positive helpful attitude and plenty of patience are important for any call center job. Demonstrating those in the interview will give you an advantage too. I wish you well!

Thanks so much, this is really helpful. Have you worked in one yourself?

 

[Peripatetic]

I had a telemarketing job when I was in college, and my current job is on the same floor as a bank call center. I'm a technology manager now, but I can tell you that the advice I gave above applies to other jobs as well.

 

[thesunisout]

I don't know where to post this, I'm sorry if this is not the right thread.

I have an important job interview tomorrow at a call center. Actually it's more of a test-run and I absolutely don't know what to expect. I know that my task is to set up appointments for the company representatives, so I'm basically an assistant. I've never had a job at a call center before but I've always wanted one. This one would be perfect since I don't really have to sell anything, just making appointments etc. Has anyone or does anyone work as a call center agent? Any advise?

Something they taught me somewhere is to repeat back the things the customer has talked about to show them you are listening and to affirm what they're saying. Customer service is 9 parts listening and turning a compassionate ear to the needs of the customer. Be sure to emphasize in the interview that you enjoy working with people and that you are punctual and detail oriented.

 

[sjdean]

Something they taught me somewhere is to repeat back the things the customer has talked about to show them you are listening and to affirm what they're saying. Customer service is 9 parts listening and turning a compassionate ear to the needs of the customer. Be sure to emphasize in the interview that you enjoy working with people and that you are punctual and detail oriented.

Really? I know that's what managers want, but that kind of thing really annoys me as a customer. I just start thinking, why are you repeating me? I don't really want you to repeat me. If Im talking to the level of agent who repeats me, they probably can't deal with my issue because I actually want a conversation with someone.

As a customer, I just want people to be human with me. I don't like the corporate sort of nonsense that it so prevalent in call centre jobs.

Guess Im the exception.

The OP may get a list of keywords not to say, such as "I think so", "assume" and "maybe". "no" might be on the list too, and I wonder how much lying is involved? Oh yeah, "that person is in the office, but on another call at the moment", when he's actually out of the office.

We'e lost the ability to treat people as humans as it's all about PR.

 

[parsley]

The repetition might seem annoying, but it also gives a chance to narrow the problem and save time in the long run.

Good advice above.

I don't like the corporate sort of nonsense that it so prevalent in call centre jobs.

This is the sort of venting you want to do with your friends or by yourself before the interview, because if it leaks out (and it will) while you're under stress, it will make you look too strong-willed to follow instructions.

They might ask you an unexpected question like, "Tell me about a time when you were in a crisis, and managed it." Then you will suddenly need to think of something meaningful that will give them the answer they need. Take a pause to think of the best one. But better yet, go through imaginary questions beforehand.

Stay level and calm. It's hard to say, "now I will be calm," but it helps me to think of the interview as an adventure with new people, where I will learn things and get to explore buildings I hadn't seen before. Let the interview be an achievement or job by itself.

Think about what the company needs from you. Many call centers these days are not run by the company you'll need to read up about -- they are service centers with many clients. You do the work for the end client, but you work for the service center.

An end client might want you to take as much time as possible with the customer, to keep them happy. A service center will want you to be efficient and reach results more quickly. Use that it how you answer your questions.

I had a recent "event" with a help desk person who seemed to be completely disconnected with the company, and maybe even in his living room with his wife also taking calls and his baby running around. The call lasted over an hour, and nothing was accomplished. He seemed to have his manual and no other way of getting information, so led me through a ridiculous rabbit trail where I was supposed to download several programs, allow him to access my computer remotely, even join external sites... without even answering my questions. He seemed to be paid hourly, instead of by the call.

They might ask if you are willing to work remotely -- using your home computer or phone to take/make calls.

I know a people who have done this sort of work, and seemed to like it. It seems to be a stable business in this unpredictable economy.