Calling all call centre workers - advice needed!

sosheadset

Hi,

Recently, I got a job as a call centre rep at a bank. Having been stuck in retail for 6 years prior and feeling incredibly trapped, I was so so happy to finally have a job that could actually go somewhere. I've been told there's a great opportunity of progression and that once I've stayed there a year, I could go in pretty much whatever direction I want.

I have a financial degree and strong GCSEs and A-Levels.

I have no problems whatsoever with working my way up. However ...

I've only just started three weeks ago and I'm being trained to take calls. But I'm finding it difficult. It's mentally and emotionally tiring. I seem to get the meanest customers and I've already been reduced to tears on the phone twice.

What I would like is some advice from people who work in these types of call centres (banking and inbound). People at work tell me that it'll get easier. Is that true or are they just saying that because they feel they have to? Has anyone got any tips for me on how I can cope?

I know some people will tell me I should just look for another job, but I really, really want to make this work and progress onto something else. The last thing I want to do is quit.

Did anyone else feel like this when they first started? Does it get better? I've had a job as a receptionist before for a clinic and that was tons easier! I really didn't think I'd find the job this tough! Any comments and suggestions welcome.

Thank you xx

Buellguy

Worked in a call centre (vehicle insurance) for 10 months, in the end it wasn't the customers that I found were the problem but the management behind us with constant upselling pressure (add ons/instalments etc). Quite enjoyed speaking to the (mainly) older blokes about their classic cars.....
Call centres aren't for everyone (me!!!) with the 'to the second' watch on what you are doing (except when it works in the companies favour of course), and quite often zero breaks between calls (when trying to write in customers notes!!)

sosheadset

Buellguy wrote: »

Worked in a call centre (vehicle insurance) for 10 months, in the end it wasn't the customers that I found were the problem but the management behind us with constant upselling pressure (add ons/instalments etc). Quite enjoyed speaking to the (mainly) older blokes about their classic cars.....
Call centres aren't for everyone (me!!!) with the 'to the second' watch on what you are doing (except when it works in the companies favour of course), and quite often zero breaks between calls (when trying to write in customers notes!!)

I have the exact opposite problem. The management and my workmates are so so nice and everything's relaxed - not what I was expecting at all. Furthermore, we don't have to sell a thing. We are simply providing support for business telephone banking and yet, I've had so many difficult calls and rude customers. I was shocked. I didn't think they'd be that nasty since we're not even trying to sell them anything, we're simply trying to help them.

nwc389

Changing jobs is stressful and dealing with people face to face vs on the phone is a world apart . I have worked in banking in a retail branch for 20 years and believe me even in a branch the different roles are very different in how you interact with customers and vice versa. I have also done a bit of tele sales and contacting customers and it is totally different because you don't have that face to face contact.
Don't get disheartened , it will take you a while to get used to the different skills you need for the job and I'm sure it will get easier.
Good Luck and I'm sure it will work out.

sosheadset

blondebubbles wrote: »

I worked in a call centre for 6 and a half years (3 and a half as an adviser, 3 as a team leader). It was inbound calls on a helpline so no selling things. This was after working in retail too.

I actually enjoyed it, I liked that it was fast paced and high pressure. Retail was the same but I was young and was treated like a child. The call centre treated me like an adult and helped me grow up.

The abuse I got was ridiculous but I very quickly got used to it and told myself it's not directed at me but the system. We also had the ability to report particular abusive callers and depending on the seriousness they can be banned from calling/reported to police etc

The thing that bothered me was reading from scripts or the guidance not allowing you to do things you know you could do. A lot of callers moan about you not being able to use "common sense" but if you don't follow the guidance provided you could end up being disciplined and ultimately dismissed so you were sometimes caught between a rock and a hard place

Another pressure for some people was meeting call times and how often these are discussed. Where I worked, the office results were discussed daily but individual results monthly so that you didn't get grief for having a bad day. Other call centres can be on you all day to meet targets. Thankfully it was never an issue for me but many do. Depending on the type of call centre this might be their main focus. If you don't meet targets then you go down the discipline route too. Thankfully where I worked, quality was the main focus.

There is also the issue in call centres about breaks etc some call centres aren't fussed about taking "unscheduled" breaks eg toilet breaks, some gave you a daily limit, some you literally need to put your hand up to ask.

I think it really depends on whether you are good at the job or not. Don't mean that to sound rude but if you can do the job and meet the targets it's an easy enough job. If you find targets difficult to meet and don't like people on your back often then probably not the best place for you.

Wow, some places seem pretty awful. I feel lucky to be where I am. Like I've said above to another poster, the management and my workmates are lovely. It's pretty relaxed. We get our breaks (morning, afternoon and lunch) but we're also free to take toilet breaks without anyone getting funny over it.

The bank prefers quality over quantity and since we don't have to sell anything, there aren't many targets to meet. They prefer you to do a certain amount of calls per day but it's no big deal if you don't meet it. I've asked this question 4 times to make sure I understood it right. It all seems great and they really do make a good place to work with lots of things going on and lots of freebies.

My only issue was trying to get used to call after call and the not so nice customers. It's very different from retail so I suppose it'll take me a while to get used to things. I feel terrible complaining about this because I know there are people working in other call centres who have it really tough.

brightonman123

I have worked a lot in different size co's, and find its a good idea to have crib cards to hand-

basic checklists (who what why when etc)
item costs services / tariffs etc,
net /gross prices hep too, when dealing with personal customers / trade.

plus - procedure checklists, for doing /requesting a refund, change of service, address, etc.

always put yourself in caller's shoes, and remain calm- look for best solution, rather than trying to pass blame..

above all, BE HONEST- if you don't know, say so, and either ask them if OK to hold while you check / pass to someone else who CAN solve problem, or get contact details for a speedy callback.

sosheadset

nwc389 wrote: »

Changing jobs is stressful and dealing with people face to face vs on the phone is a world apart . I have worked in banking in a retail branch for 20 years and believe me even in a branch the different roles are very different in how you interact with customers and vice versa. I have also done a bit of tele sales and contacting customers and it is totally different because you don't have that face to face contact.
Don't get disheartened , it will take you a while to get used to the different skills you need for the job and I'm sure it will get easier.
Good Luck and I'm sure it will work out.

I've mostly been trained to deal with people face to face and I like to think I was pretty good at it. The place where I used to work, we mainly dealt with elderly customers and I was known as the soft spoken, polite one! However, like you say, face to face and phone interaction are completely different so I think I do need to adjust myself in accordance. And because I've already worked in a place where I was on the phone a lot, I didn't think I'd have as much trouble adjusting than I am.

But then again, it's only been a few weeks. I'm probably being impatient. I just hope I get used to things soon. I can't remember ever struggling in either of my previous jobs so this as hit me hard but I just need to get on with it and have faith that it will become easier as I go along.

Thank you very much x

sosheadset

brightonman123 wrote: »

I have worked a lot in different size co's, and find its a good idea to have crib cards to hand-

basic checklists (who what why when etc)
item costs services / tariffs etc,
net /gross prices hep too, when dealing with personal customers / trade.

plus - procedure checklists, for doing /requesting a refund, change of service, address, etc.

always put yourself in caller's shoes, and remain calm- look for best solution, rather than trying to pass blame..

above all, BE HONEST- if you don't know, say so, and either ask them if OK to hold while you check / pass to someone else who CAN solve problem, or get contact details for a speedy callback.

Thank you! Great ideas. I've just started making them today. At 2:30 today, I sort of gave up. My manager could see I was upset and told me to spend the afternoon off the phone and get myself more familiar with tariffs, procedures, ect. So I began making up little sheets to remind myself what I need to do for each query (bill payments, security, direct debits, ect) I'm sure this will help me in the long run until I can become more confident.

Does it ever start to feel like second nature? The people who I work with make it look so easy.

Thank you for the tips. I just need to remain calm and try and not get upset. I'm sure it's nothing personal and that the customer is more frustrated with the system rather than me as an individual - but it's so easy to forget, especially if you're new.

Thank you xx

[Deleted User]

When I was in a call centre it was many years ago, and a very different experience to the one you are having in many respects. While customers could be very rude, it was ultimately the management that made me dislike the job and ultimately I left for something completely different.

A good indication of how good a place to work is is how long the existing staff have been there, and what the staff turnover is like.
Have your colleagues been working there long?

sosheadset

Domino9 wrote: »

When I was in a call centre it was many years ago, and a very different experience to the one you are having in many respects. While customers could be very rude, it was ultimately the management that made me dislike the job and ultimately I left for something completely different.

A good indication of how good a place to work is is how long the existing staff have been there, and what the staff turnover is like.
Have your colleagues been working there long?

The five people I sit with have all been there for several years ranging from 3 to 9. That said, the turnover is pretty good too from what I've heard. Many of the people are simply progressing rather than leaving though.

sosheadset

blondebubbles wrote: »

By the sounds of it you've landed a good one. I'd stick with it.

You get used to the calls. Think the lowest I took in one day was 7 and 110 on another. They all start blending together after a while.

I'd go back in a heartbeat if I could. My new job is so slow and monotonous.

I was absolutely shocked when I started! The last company I worked for didn't give me any benefits (just minimum wage) but this one is so different. I didn't know half of these perks even existed. I absolutely love the company, their take on things and the way they treat their employees. If I can just get used to these calls and customers then I'll be a very happy bunny.

When we had quiet periods at my old place especially during the winter, we'd do silly things like have small competitions, cakes from Greggs during our morning coffee breaks, after work cocktails and Dominos for lunch. Work was a bore but we always looked forward to those little treats in between.