Inside a call center

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1、Chapter18:AnInsideLookataCallCenterByFrankEliasonLet’stakeavisittoacallcenter.Someofyoumayworkinone,othersmayhavedriftedthrough,butsomemayneverhavehadtheopportunitytoexperiencedailylifeinone,althoughwehavecertainlyallcalledone!Overtheyears,Ihavehadthep

2、rivilegeofworkinginmanydifferentcallcentersandvisitingevenmore.PleasenotethatthefollowingscenariosoutlinedarenotspecifictoanycallcenterthatIhaveworkedinorhavedonebusinesswith,andyouwillwanttothoroughlyinvestigatetheinsandoutsoflifeinyourcallcenterafter

3、readingthis.ItissoveryimportanttoknowexactlywhatisgoingoninyourcallcenterbecausetheimpactontheCustomerisenormous.ThisisoftenhowyourCustomerseesyouorhearsyourmessage.Pleasetrytowearallhatswhenreadingthefollowing,especiallytheCustomer’shat.Ifyourbusiness

4、doesnothaveacallcenter,youcanstillthinkofthisthroughthemindofyourfrontlineemployeesandtheCustomersyouserve.ImaginethattodayisyourfirstdayonthejobasanewCustomerServicerepresentative.Youwalkinandseeballoonsandwhatappearstobeahappyplace.YoucheckinwithHRan

5、darebroughtintoaclassroom.Asyouwerewalkingtotheclassroom,youthoughtabouthowthrilledyouwerethatyoufoundajobwhereyoucanhelppeople.Atthefrontofthetrainingroomstandsacheerytrainerexcitedtohaveyouandtherestofthenewrecruitsonboard.Trainingwillbeanywherefroma

6、fewdaystoafewweeksdependingonthetypeofcallcenteritis.Duringthetrainingtheyteachyouthebasictechnicalaspectstothejob:usuallythesystemthatyouwillutilizeandtheknowledgebasetoobtaininformationtoanswerCustomerquestions.Oftenyouwillnotbetaughtexactlywhattosay

7、,butyouwillbereferredtothetalkingpointsintheknowledgebase.Thesystemscanbeconfusingbecausemanycompaniesusemultipleprograms.Thisaddstothecomplicationsofthenewjobbecauseyouwillbeexpectedtoknowhowtouseeachone.Nevertheless,trainingisalwaysahappytime,evenwhe

8、nyougettogooutonthefloortolistentocalls.Theywillprobablysityouwiththebestrepresentativesatthecompany.Theseindividualsareusuallyveryniceandtheyalwaysfollowtherulestotheletter,atleastintheeyesoftheirmanager.Duringthetrainingprocess,traine