Lets see how many of these blunders & call center mistakes you have fell victim to. It probably wasn’t funny at the time, but if you made it through with your job intact, I’m sure you can laugh about it now.
Raising Your Voice To Match The Customer.
Your co-workers will be standing at their desks regardless of the fact that they may have a customer on the line. Smiles and laughter will fill the call center. And there somewhere behind all the laughter stands your supervisor looking not so endearing. The customer at this point has already asked to speak to your supervisor adding another level to this very costly mistake.
Believing You Placed The Customer On Hold/Mute.
You ask the client to hold or maybe even just hit that mute button for a second to vent. The words that spill from your mouth: “this customer is an idiot!!!” Then it happens… You hear the roar of your idiot client’s voice, “what did you say?” Your heart drops into your stomach and you get ready to hold on for dear life. This is not going to be good. Other’s have warned you about this very scenario, but you didn’t listen. I guarantee this fatal error will never happen again.
Taking A Call With Less Than One Minute Left In Your Shift.
You love the overtime, but right now you just want to go home. It’s 30 seconds before your shift ends and you thank the customer for calling. OMG what are you doing… You are knowledgeable about managing your time. All you had to do is ask about the weather. Extend that conversation just a few short moments. Well, looks like you are taking another call.
The Small Talk Trap. Before you know what has happened you are now conversing with a sweet grandmother who can’t help but tell you all about her family, her health and her new best recipe. You’re trying hard to bring this call back to a professional transaction, but it’s now too far gone. You look for any break in the conversation to gain control of this call. Meanwhile, you have just completely blown your AHT (average handle time) for the day. Next time just ask about the weather, don’t ask about their day.
Uncomfortable Noises Heard By The Customer.
For heavens sake if you are going to sigh, burp or eat cover that microphone. No one wants to hear that and eventually a customer is going to call you out on it.
Lying To The Customer.
It’s easy to want to tell the customer what they want to hear, but that’s not always the truth. You’ll find yourself beat down by a customer at least once where you will say anything to get them to stop yelling at you. Lying to the customer is no way to handle this scenario. I guarantee you this will come back to haunt you. It’s our jobs to provide bad news sometimes, but at least it’s the truth.
Down staffing And Your Paycheck.
Down staffing is what happens when the powers that be decide there are too many agents on the phones. Lets save money and boost moral sending some people home. You watch anxiously as earlier starting agents run from the call center floor like a child at Christmas. You continuously check your email, ask your supervisor or wait for that call from resource management. You get nervous every time the calls start coming in faster as more co-workers start to leave. Then it happens. Hallelujah!! It’s your turn to go… Third time this week and the afternoon nap or shopping spree is calling you. How wonderful life is, until….you get your paycheck.
Personal Conversations On Instant Messaging.
This is a wonderful tool that allows you to ask questions without having to use hold or get up from your desk. With many agents now working out of their homes it is essential. Sounds like a no brainer right? How could this get you into trouble? These tools are going to be monitored by management. So that romantic or inappropriate message you just sent to a co-worker… guess who will be reading it?
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