How to manage your pressure in call center?
May 24, 2009 10:34pm CST
I'm working as a technical speciallist in a call center in IT industy. My responsibilities are answer customers' calls and fix their problems. There're lots of indictors measurements for me and these will show my did good or bad by numbers. I want to have great performance, I want to get the outstanding result then I can earn the promotion. But I almost can't stand the high pressure with me, for example I have to answer 30+ calls a day and 90% customers satisfied me. I have to control my lunch time within 30 minutes and I also have to meet the target that the first resolve rate more than 85%. If you're working at a call center you will know the metrics such as ACD, AHT, Service level, Abandontment rate, customer experience and so on. Everyday I thought of how to meet these targets, I have bad feelings of the job recently, how to manage the pressure? please advise.
2 Aug 09
i used to work in callcenter before. and the pressure from irate customer isnt that good... so what i did is, after that irate call... i just go on aux for rest room break.. drink cold water or coffee and return to work as if nothing happen.. better if you take your job as a hubby that you normally do... just have fun... let that day pass and take another call the next day.. they dont know you nor you dont know them at all so let it be... if they shout at you then just let them be. take off your headset and let them shout at the other line til they stop.. well, im sure they will stop if they can't hear anything from the other line til they will drop the call lol.. anyways, just give them the best that you can be...
2 Aug 09
just to add something.. you cant control your AHT.. for you to be able to do that.. try to control the call and dont let them talk, i mean after getting what the problem is coz some customer take a long way in explaining.. so right from the beginning ask what the problem is and concentrate with it.. if they have another question then tell them that you need to fix the first problem before you can go ahead to the next. instead of letting them talk and ask many questions, to the point that you dont know what to do first... you will be the one to ask question for them to answer to figure out the problem than let them relate a long story before they will tell you what the problem is..
20 Aug 09
Handling pressure will have to do with your will to do your job or I guess the question is is there anything out there that may provide you a better opportunity rather than going through unecessary pressure? The BPO industry is very lucrative but and it is much wiser to work smart than to just work hard I guess.