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Call centre advice for a newbie

I need some advice from people who have worked or work in a call centre.

I will be soon taking live calls, but I am incredibly nervous. This job is with RBS. And I have been given training, but I don't think I understand everything yet or shall I say properly.. the training will be over in a week.

For the first few weeks taking live calls, is this normal? and how long does it take to getting used to it?

thanks for any info.

Comments

  • hi i have worked in a call centre for 3 years and my best advice would be is to be natural and talk to people as you would like to be spoken to most be respect honesty plain talking and manners
  • System
    System Posts: 178,168 Community Admin
    10,000 Posts Photogenic Name Dropper
    I worked in a call center and the best advice i can give is that if you aren't sure/confident then don't be afraid to ask someone else. Most places have scripts to follow, all I can say is be polite as possible and follow procedure. Good luck.

    I was nervous to be you will get used to it :)
  • mandj67
    mandj67 Posts: 9 Forumite
    Hi myright, I worked for about 4 years in a call centre. It was daunting to start off with but that is to be expected. You will be surprised at how much you do remember after your training. It will also make a lot more sense when you start to work the live system. Before you answer the call, take a breath in and breath out slowly, smile and then answer. The first call is always the worst. You will surprise yourself I am sure. Good luck.
  • myright
    myright Posts: 689 Forumite
    thanks for that... but im unsure on alot of stuff, but so are others.
  • Samanthamum
    Samanthamum Posts: 80 Forumite
    myright wrote: »
    thanks for that... but im unsure on alot of stuff, but so are others.

    I work in a call centre and even after a couple of months there are things I dont know. I have now stoped asking for advice and help as no one seems to want to give me more than just a basic knowledge. it is very frustrating as I WANT to help customers, but am being held back by the company. If customer wants X, I ask team leader how to help and "It is not our deparment/responsibilty" is the answer I always get.

    There are so many ways that customer service could be improved and i am full of ideas, but it seems to be all about money and getting through as many calls as possible NOT good customer service.
  • catieeb06
    catieeb06 Posts: 576 Forumite
    Don't worry about it, I worked in call centres for the last couple of years.

    You always feel nervous, are they putting you into a development bay? What I mean by that is that you take live calls from customers but with support from what they call floorwalkers. When I first started my job I was nervous and stumbling over things, then after i had my first review with management he helped me to see just how much more I do know than when I first started.

    Just relax, like others have said, if you don't know then ask. Don't be afraid to put the customers on hold. Many places don't bother to measure your call stats for a good couple of weeks at least.
    I am a Mortgage Adviser
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  • jimbms
    jimbms Posts: 1,100 Forumite
    Just put on an Indian accent and pretend you are reading from a script and don't understand what the person on the other end is saying and you will sound a natural. :rotfl:
    Approach her; adore her. Behold her; worship her. Caress her; indulge her. Kiss her; pleasure her. Kneel to her; lavish her. Assert to her; let her guide you. Obey her as you know how; Surrender is so wonderful! For Caroline my Goddess.
  • glider3560
    glider3560 Posts: 4,115 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Don't worry too much. I was awful on my first day! My very first call was a man wanting to insure a car for him "and his partner". I then asked for his wife's name. Turns out his "wife" was called John! Big oops but made me learn my lesson, we had a little bit of a laugh and relaxed me a little!

    In my last week of training, we did "mock" calls with our trainer. These were pretty useful as he came out with some quite unusual circumstances which made us look things up or "put him on hold whilst I ask the manager".
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