New here, working in first call center

[scruff]

It may sound silly, but just getting and holding your job is a win.

Last recession I applied to a sales job, got asked to turn up for an interview at X time...
There was no-one in the interview room. Heck, it took a while to find anyone in the whole building.
I hung around for a while, eventually hunted down the chap who was supposed to interview me.. he interviewed the other girl who also had got called for interview and told me to wait for his collegue to interview me.. After him saying he thought I was her Mum...

It is easier to get a bettter job whilst you have a job, employers don't look so poorly on someone who's looking to get a better job than the one they have, than on someone who's unemployed (although filling the gap with studying helps).

I got called to interview and then the schmuck tried to refuse to interview me. You got the job and have kept it so far. :-) It may suck, and please keep an eye out for a better job, but holding down a sucky job is better than the other. :-)

[JustaCashier]

I've never had a call center job, or any other that the main avenue of communication was via the phone, but from the experiences with SC's I've encountered in my face to face jobs, the hints that have been posted here sound spot on.

All that being said, this thread gave me the idea that it might have been kinda fun to be a home based call center rep while my parrot was still alive.

I know he would have been able to hear the agitated voice over the hand/headset of the phone, and the customer on the phone would have heard the likes of "Fk Yooooouuuuu!" and " BulllllST!!", in the background coming from my end of the conversation!


Mike

[Midorikawa]

I've worked call center jobs for 5 years. There's a few things I've found that work for me. I think the trick is finding coping mechanisms that work well for you. For me, lots of music, and a tennis ball or other object I can toss in the air work well. In addition, rather than taking a top dog pose by standing over the phone as others have suggested, I've found that reclining in my chair and putting my feet up on the desk keep me calm, and their screaming just passes over my head.

When customers are screaming at me, I mute the phone and curse at them to my heart's content. It blows off steam, and if done right, it drowns out their rabbling and ranting.

When I get customers who insist on talking over me, it depends on the customer. I learned to just keep talking. First instinct is to stop, but keep talking like they haven't said a word. Don't escalate your voice, tone, etc, to talk over them, just pretend they aren't talking at all. When they miss what you're saying, they feel dumb. If that doesn't work, I stop talking until they finish, and stay silent until they ask if I'm still there, at which point I explain I was waiting for them to finish, and please try not to talk over me. I could get away with doing so, so I did. I'm unsure if you can try either tactic, but since you're the end of the line for escalated calls, you might be able to.

Sadly enough, there's certain things I've found myself getting used to that one should never do. For example, I got so many death threats through my time as a call center rep, it seemed like an every day greeting for some particular regular customers. I've always been rather introverted, but I've found myself hating people more and more as of late. One last word of advice: alcohol isn't a good coping mechanism, but it's a common one.

[Peppergirl]

I've worked call-center on and off for over 20 years, which is nearly all of my adult life.

Things that help:

1. A mute button with a big red light on it (lets you know you've hit it and it's working) and cuss at them and make fun of them. This only works if you're in your home or an environment where you are allowed to cuss and make fun of customers.

2. Adopt a 'persona'. People who know me and have heard me talk to customers actually laugh their asses off, because even the timbre of my voice is completely different. It's almost as if a 'wall' goes up around me when I adopt this persona. They act foolish and stupid toward me, but it's not really ME, it's my persona.

(Yes, I'm aware this sounds nuts - but it works!)


3. Be polite, but firm. I have had to remind customers that I am not to blame for the policies set forth by various hotels, airlines and car-rental companies. I've also had to remind them that, while I do understand their frustration, they will need to calm down in order for us to work together to solve the problem. Granted, this doesnt work in every situation - and alot of call-center management are vile and don't allow their employees to stand up for themselves.


4. This is my favorite!! I've managed to develop this one to almost a science: For the truly vile customers, mentally figure out the bare minimum you can do for them and still keep your job. It may be childish, but I get GREAT satisfaction out of rewarding customers who treat me like a human. I go above and beyond for them and will move heaven and earth to help them with their problem. The vile ones? I give them the LEAST service I can possibly give, while not getting into trouble with my bosses. It is very rewarding to deliver a swift dose of karma to people who have verbally abused me or treated me badly.


If you decide you can hack it for awhile, you'll eventually develop some methods that work for you, while keeping your managers off your back. It's a fine line - but it can be done.

I really don't know what I'd do without this place...seriously. I vent and it keeps me (somewhat) sane and employable.

And Welcome!!!! Feel free to PM me if you need to chat. Alot of us know how hard it is and will listen and advise, if needed.

[nhollywood]

I worked in a call center for years and ended up as an Assistant Supervisor who took nothing but escalated (complaint) calls so I know what you're going through. What helped me was to start by saying something like "if this happened to me, I'd be upset too. Let me take a look at your account and see what I can do." If there was something obvious on the account that was not right I'd bring it up before they had a chance to and say something like "this doesn't look right. Let me fix this." Then I'd ask them what they were calling about. This would take the wind out of their sails.

Also, VERY IMPORTANT, please remember that they are not mad at YOU. They are angry at the company. They do not even know who you are. They have never met you. They will try to push your buttons to get what they want. If you can learn to identify when they're trying this tactic it will help you to detach. Please, for your own mental health, detach.

[Tama]

Buy a violent videogame.

[Jay 2K Winger]

Buy a violent videogame.

This is a good idea for any stressful job. It's what I do.

Bottle up the rage, go home, fire up the 360, and then "SAINT'S ROW, BITCHES!"

[tropicsgoddess]

Here are a few lessons:
Make sure you have a phone with a mute button. This way when some idiot customer starts screaming, you can yell back without being heard. Trust me, it is quite theraputic.

Hell yeah! But make sure the mute button works before you use it otherwise it'll go from being your best friend to your worst enemy. Do something like coloring, doodling or if you know how to: crochet or knit. It's therapeutic and calming.

I do tech support to and I know how you feel. It's not easy dealing with angry people, armchair technicians or the technologically challenged/phobics but remember this: S.P.A.M. Slow People Amuse Me (courtesy of Happy Bunny).

[Pagan]

Each day is its own separate entity, they float by themselves and have nothing to do with each other.

That reminds me of Captain Jack Sparrow.

Yes, that's the thing I wanted to post but forgot. Find out what excuses you have to hang up on a customer and remember to use them. Don't tolerate being yelled or sworn at for the whole of a long call -- you could easily end it with a warning and then a disconnection.

The place I just escaped from wouldn't let us hang up on a customer for any reason. Sorry, but nowhere in the job description does it say "Take any and all verbal abuse and threats".

I've found that reclining in my chair and putting my feet up on the desk keep me calm, and their screaming just passes over my head.

When customers are screaming at me, I mute the phone and curse at them to my heart's content. It blows off steam, and if done right, it drowns out their rabbling and ranting.

When I get customers who insist on talking over me, it depends on the customer. I learned to just keep talking. First instinct is to stop, but keep talking like they haven't said a word. Don't escalate your voice, tone, etc, to talk over them, just pretend they aren't talking at all. When they miss what you're saying, they feel dumb. If that doesn't work, I stop talking until they finish, and stay silent until they ask if I'm still there, at which point I explain I was waiting for them to finish, and please try not to talk over me. I could get away with doing so, so I did. I'm unsure if you can try either tactic, but since you're the end of the line for escalated calls, you might be able to.

And they wouldn't allow us to do any of this either. Although, when we were sitting listening in to agents already out on the floor, they used the mute button plenty

In fact, if the customer does ask if you're still there, you lose points on a QA.

I am so glad I didn't stay there, there was soooooo much fear mongering going on in the training class it wasn't funny.

[Peppergirl]

And they wouldn't allow us to do any of this either. Although, when we were sitting listening in to agents already out on the floor, they used the mute button plenty

Ours lights up bright red. Thank GOD!!!

And if I couldn't mute and make fun of customers, I'd seriously end up with some type of hemorrage, I just know I would.

I'm glad you got outta there, Pagan.

[Can I Help Your A$$?]

The first time I was called a "stupid bitch" when I worked as a long distance operator (they used to have those, you know), I ran into the bathroom and cried.

After that, I learned how to laugh at them. A Buddhist friend told me to have compassion for them, 'coz they're not having a good life. But I'm not a Buddhist. So I still laugh at them, on the inside, where true happiness counts.

[Whiskey]

Drink a lot and mock them mercilessly (on here). Invest in a black market liver now.

[r2cagle]

Have you ever been the agent after the customer has already talked to a supervisor? Even more joy... the supervisor did a half-assed job and missed some options or choices.... which once you fix, the customer wants to know why so-so-A SUPERVISOR- couldn't do that. How the heck do you answer that?

[dalesys]

Have you ever been the agent after the customer has already talked to a supervisor? Even more joy... the supervisor did a half-assed job and missed some options or choices.... which once you fix, the customer wants to know why so-so-A SUPERVISOR- couldn't do that. How the heck do you answer that?

The SUPERVISOR was too busy getting the hare out of your donkey.

[r2cagle]

The SUPERVISOR was too busy getting the hare out of your donkey.

I should have qualified: and keep your job.