Myriad of possibilities arises the moment one hears the word, “Call Center”, which is associated with well-dressed youth, easy money, college like atmosphere, fun environment and phenomenal lifestyle. While these are a few advantages associated with it, few drawbacks are night shifts, monotony at work, irregular working hours. Besides the mentioned disadvantages, the major challenge is to deal with rants of customers on a regular basis. It comes with the side effects of increased frustration. Now imagine yourself in a situation where you have to deal with aggravated customers every other minute and is it possible for you to deal with their queries without getting irritated? For how long can you hold your patience, three calls, ten calls, sixteen calls, twenty calls? Even as a lay man put yourself in the shoes of these agents then perhaps you might be able to deal with twenty three angry customers but will you be able to deal with all of them with vivacity and simultaneously solve their queries? Plus there are varied languages and psychologies to deal with. Are you competent enough to deal with different mindsets? Then there are the possibilities where the angers are not justified and yet the agent has to maintain its composure.
The representatives generally fall into these circumstances, but this is not the entire scenario. Dealing with aggravated customers is a part of the work profile of a customer service representative. Most of the times they are awake the entire night and at times they have to stretch their shifts to a few more hours to attend the important queries. These situations lead to frustrations and exhaustion and yet the representatives have to maintain their liveliness. The agents are the face of the brand that is why it becomes all the more imperative for them to put their best foot forward every other second. However, it would be unrealistic to say that the candidate is always upbeat but there are and there will be situations and dealing with them is the real challenge.
The Hiring Process
These representatives undergo various levels of interview process before they are hired. They are interrogated not just on their basis of intellect but also on the basis of their emotional intelligence (It is the ability recognize and deal with one’s own emotions and other people’s emotions followed by the ability to differentiate between feelings and label them accordingly. This information is then used to guide the thinking and the behavior). Emotional Intelligence is a very crucial aspect in dealing with aggravated customers. There can be just many reasons where client can get angry and there are also times when their anger isn’t justified. Either of the case the agent has to deal with the customer with alacrity. This is the area when the literal meaning of customer relationship management comes into play.
After the candidate has successfully managed to clear all the levels of interview, they are then put through mock calls where a replica situation is created and the candidate has to undergo the evaluation process of talking to the client. He is evaluated on the basis of his confidence level. This is the final test which will define the candidate’s selection in the company.
Having been selected the candidate has to undergo the process of induction and extensive product training where they are taught the basics about the industry and the brand which the candidate will represent.
Their life after selection
The first day when they have to adjust with their time and their food cycle, it might seem weird to most of them but the environment of a call center is remarkably healthy that most of the negative thoughts vanish and they begin to feel wanted, especially because there are varied personalities working in the organization and they come from various backgrounds. The candidate is ought to find his inclination with someone which will ensure his comfort level.
The other factor that ensures the comfort level of the candidate is the supportive team leaders. On a general basis there are not more than ten employees working under the leadership of a team leader. A small team is easier to manage and as per statistics report they are more amiable with each other resulting in an affectionate and a supportive environment. This healthy environment not only adds to his comfort level but also enhances the performance of the candidate. The real challenge begins after selection when the candidate endures the grueling process of everyday work. If the candidate successfully manages to deal with the everyday laborious process then the candidate can finally be accredited with this profession.
Kudos to their undying spirit
After getting acquainted with the work procedure, the lifestyle of the service representative takes a 360 degree turn. They compromise on their lifestyle in every possible ways to achieve a set of goals and they bring about transformation not just in their lives but in the lives of the customers as well. They compromise on their working hours which most of the time often lead to high attrition rates followed by burnouts. But these adverse circumstances are not a hindrance for them to achieve their objectives.
Get into a casual conversation with one of the employees who is working in a call center you will witness positive and powerful energy imbibing them. Enthusiasm knows no bounds and they are the wisest citizens for they have experienced toughest of situations and surpassed these situations with demeanor. They are the liveliest being you can ever come across.
Publish Date: June 19, 2015 6:58 PM