they thought it's as easy as 123...
By eiram23
@eiram23 (421)
Philippines
October 11, 2012 4:13am CST
Everyday at work, I get to talked to different people. Almost everyday, I'm receiving like 50-60 calls from people with different concerns. Some people thought when you work for a call center all you need to do is receive call..They thought it's an easy job. I got hurt one time when a friend told me about how they see our job as something done only by those who aren't capable of doing something better. If only they know how hard it is.
I've been with the industry for quite while now and probably I have already talked to almost all type of callers. Some are just so frustrated, some call you names, some are so hard to talked to, but some are just so nice. One of my frustrations is when I received a call from a very frustrated caller, as if the problem he or she has is all my fault.(well i can't blame them though). You tend to be super nice to calm them down, do all your efforts to be as polite as possible in helping them out and yet they don't seem to care. At some point, you would really be annoyed but you don't have the right to be rude to them. You are oblidge to be the nicest person they can talk to. In short you become their shock absorber. Sometimes even their personal problem they tend to spill them all to you. At some point when i really get so tired of absorbing all their stress, I almost want to hang up but I never did. Instead , I am putting myself into their shoe, trying to understand each of them.Trying to pacify each of them ands its so rewarding when at times,you got commendations from them for doing the best way you can in helping them. I remember one of my calls before. He was so frustrated, He was so rude.His bill was so high. I really took a deep breath.Started to discuss what happened on his bill. Educate him detail by details on those things he can't understand, walked him step by step. It took us an hour to cater all his concerns, at the end of the call he said, "can I speak to your supervisor?"l. I got nervous. Only to found out. He commended me and told my sup, "She is the most helpful person I have spoke with,she deserve a tap on her back and you should give her a raise." It feels very rewarding. Not all can be commended on a daily basis.
At the end of the day, they can remember you not how knowledgable you were but how satisfied they were on how you help them with their concerns. And this is how we work, prioritizing customer satisfaction..
2 people like this
10 responses
@riyauro (6421)
• India
11 Oct 12
I have seen call center workers. They work really hard and they work night and nights. Some of them never have a day shift. It is hard. i have never seen it as easy task. Your friends are having a preconceived idea that it is easy like 123... Good to know that your are doing very good and have become a pro in handling any kind of customers. Good job. Thanks for sharing and have a wonderful day ahead. 
@eiram23 (421)
• Philippines
11 Oct 12
Thank you dear. Well we can't blame them if that's how they can see us. Maybe someday they will come to realize the real world of call center when they will be able to try it and will really feel sorry for themselves for judging us. I jsu wanna share about it so people may know its not easy to work in the industry, some belittle us, they just dont know how it mentally stessed us. You do have a wonderful day too and you take care.
1 person likes this
@lologirl2021 (5542)
• United States
11 Oct 12
I deal with people all day at work as well. I work for a construction company and i get so many calls a day is ridiculous. Some are good calls and some are not the bets of calls at all. Some customers we have done work for call and complain about things that arent finish and things that werent done correctly to there abilit they believe. I am so busy at work i dont have time for people to even call me and be mean to me for something i didnt do. Im the girl in the office answering the phones, i say i can leave a message for the owner i dont know how many times a day but it gets pretty old of course. Now i like when people call and say they need an estimate on the house and need work to be done.
@eiram23 (421)
• Philippines
14 Oct 12
It is. But you can't tell them it's ridiculous coz they would say it's your job which definitely is. That's one thing I am admiring call center agents. We can sound very calm and polite even in reality we are already furious about it. I actually at times laugh at myself when i remember a ceratin calkl when I am so mad alreay but when I get back to my cust I sounded so calm and still.. It's a skill!
@murkie (1103)
• Philippines
11 Oct 12
i understand that. and the worst part of it is, you could only help them so much. though you want to help them n their problem, there is pretty much basically nothing you could do but to explain to the customer, and make a report. sometimes this report is only added to the system and can hardly be reviewed by a "concerned" person.
@melissa14344 (211)
• Philippines
11 Oct 12
Hi! I understand how you feel. I was working in a call center company before as an agent. And I didn't stay long in my job because of the stress. MY health was compromised too. I took the liberty to stop working since my supervisors didn't allow me to resign. :(
Because of my personal experience I learned being a customer care agent is not easy. One must love the job if he wants to stay long in the business. :D
@eiram23 (421)
• Philippines
14 Oct 12
Absolutely. Especially if you are an agent. You must be very patient or else you'll freak out. And yeah at some point you must learn to love the job. It is much easier when you appreciate the nature of your work especially if you are just new. When I was still very new to the job, I really gets frustrated easily. I would even cry when i got a negative review. There has been a lot of times I was thinking of resigning but I am still here. I have learned to love my job. Though I am not planning to stay here forever but I have learned a lot of things with this kind of job. It's never been easy and will never be.
@berting600 (3453)
• Philippines
11 Oct 12
I understand your feelings about your work stress and anxieties.I have not really work in a call center,but I tried to apply for a vacant agent position and failed because my typing speed was very slow.I have passed the examinations and until now
I just thought to be able to work as a call center agent.I know how to deal with any types of persons with different attitudes.That is part of being an agent with lots of appetite to understand a customer,and help them with all your knowledge to make their necessities becomes fulfilled.
@eiram23 (421)
• Philippines
14 Oct 12
Thank you for understanding. I appreciate you for that. Maybe you'll try to practice and practice more with your typing skill. Typing skill is very important because you are doing two things at the same time.. Listening to what your customer is telling you and of course you have to be very vigilant to catch up and note them on his/her acct. And your right, you also must be able to know how to deal with different types of callers. You really have to be very patient and understanding for yopu to be able to help them out from whatever concern they have for you.
@else22 (4317)
• India
11 Oct 12
What a nice post,eiram!I will remember it.I don't work in a call center,but I have read a lot about them.I came to know if you want to join a call center,you should be prepared to get insulted and abused.One of them told me that I should have an unlimited patience and a stoic attitude if I wanted to join a call center.He added that working in a call center is just like observing a penance.Now after reading your post I have realized that what I was told was right.I don't know what I would have done had I been in your shoes.My conclusion is,a call center job turns you into a saint.Am I wrong?
@eiram23 (421)
• Philippines
26 Oct 12
Thanks for appreciating this post else. Hmmmm.. it requires a lot of patience. Without it you won't be able to bear it. Sometimes like what you said, you'll get insulted. There is this one time when I received a call from a very frustrated customer, I was really shocked, it was my first call. I didn't know how to react. I just found myself crying and had my support took the call.. That was really unforgettable. From then on when I am already sitting in front of my desk, I am very nervous. Good thing as time passes by I was able to overcome it and right now, it feels a lot better but still the patience should be there. A ton of patience, understanding and compassion.
@roshigo58 (4859)
• Pune, India
11 Oct 12
Hi,
Working in call centers is not an easy job. I can understand your feelings when your friend thinks that your job is very easy and suitable for the people who are not capable of doing anything. Your friend is wrong. Some people are jealous on us and so they try to make us down. But you should neglect such friends and do you job honestly.
@kokomo (1867)
• Philippines
11 Oct 12
It is really rewarding that after you do all your efforts to save that conversation and to satisfy your clients, they will appreciates it.Like you, I worked also as a collection analyst from one of those top Telecommunication in our country.If you are a Filipino, you might knew what company it is already.It is really tiring to talk with a rude customer. It was so stressful.I told before, I will not stay very long on that kind of job.And I was right.Right after my contract ends, I was transferred to other department.I am very thankful anyway.So I know whats your feeling. I can really relate with your situation.
@eiram23 (421)
• Philippines
14 Oct 12
Exactly. It's reaaly stressfull to the point that you would love to hang up on the call. It's just not possible. Good for you you were already transferred. I am just thankful I have wonderful colleagues. IT lessen the stress brought by some not so good calls.
