How to master a call centre job

Not everyone has the patience to work in a call centre – here’s how to ace customer engagement.

Working in a call centre can be quite challenging. Every day you have to deal with different personalities in a calm and friendly way – even if the previous customer was one of the rudest you’ve encountered.

Whenever this happens, remember that your perseverance will pay off when you reach your targets. Call centre jobs are great for students who want to gain experience in sales and earn an income while working part-time. 

Tips for working in an Outbound call centre:

In Outbound Centres you phone people and try to sell them a product or a service. Plenty of companies from telemarketing to private companies will hire outbound call centre agents. There is also a possibility that you’ll have to ask people to participate in a survey of sorts.

Remember to always be professional and calm.

You’ll have to learn how to deal with difficult people and not let them affect you or your work. Every now and then you’ll find someone who wants to buy from you and will actually be pleasant. That alone will give you immense job satisfaction.

Know your product better than anyone else.

A confident pitch will surely seal the deal. If the customer can hear you’re reading or repeating script, they’ll be more disinterested. Try talking to them in a more friendly tone.

Tips for working in an Inbound call centre:

This is the opposite of outbound call centres; instead of selling to the public, you’ll be receiving their phone calls. Customers will ask you about the product and possibly ask to place an order – you’ll therefore be part of customer service and provide support.

Think on your feet

In most cases you’ll have to deal with customer complaint in inbound call centres. You’ll have to be able to think quickly and be tactful in your response. You have to remain professional because as long as you’re on the one end of that call, you are the face of the company.

 Don’t take it personally

Keep in mind that the customer is likely already annoyed with the company. They will often blame you for their unpleasant experience. You will have to keep reminding yourself that you’re there to iron out the situation, and you in no way caused it. This will help you stay calm.

Learn from experienced colleagues

Get familiar with the company’s policy regarding dealing with unsatisfied customers and understand the ins and outs of all the products or services available. Ask them to advise you on ways in which you can control your tone and remain professional. It also helps to crack a few jokes to keep the office a happy environment.

Once you’ve aced the workings of a call centre, you’ll find there’s nothing to worry about. As with any job there are ups and downs and after you’ve gained experience everything becomes easier.

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