999 call handler

dark_angel

I have been lucky enough to get a job as a 999 call handler. The training starts Monday and I'm very nervous. Is there anyone who has done the training that has some advice? What was the first day like  
Thanks!

MalMonroe

I haven't been a call handler but it does sound very exciting and a teensy bit scary as well!

Well done for getting the job. Don't forget that you will probably be training with other people who are just as nervous - some may even be more nervous than you. Your first day experience is going to be unlike anyone else's anyway so although others may tell you what their experience was like, yours will be unique. You and the other trainees will have an opportunity to make friends and bond, hopefully! (Oh, I'm getting a tad carried away . . sorry about that). It's like any first day at anything, though. Everyone feels nervous, apprehensive, excited, a bit scared  . . . you name it!

It's training, though, so even if you do anything wrong, it won't matter because it's all meant to be a learning experience. I'd say try to enjoy it. Good luck! I think it's a fabulous thing to do and thank you for your service, too.   

dark_angel

Thank you you're right I'm sure others will be nervous too! Will update with how it goes.

TELLIT01

The only piece of advice I would give is to ask questions if you aren't sure about any element of the training.  Don't worry about seeming stupid, as others will almost certainly have questions too but are more concerned about how they will look to others than in getting effective training.

Marcon

dark_angel said:

Thank you you're right I'm sure others will be nervous too! Will update with how it goes.

Of course they will; some will be better at covering it up than others! You've been selected because you were considered suitable and will be doing an incredibly valuable job.

If it helps, remember there is only ever one 'first day' at any new job.... Hope it goes brilliantly for you.

dark_angel

Thank you Marcon yep just got to get the first day done! 

Sandtree

Do you know how big the call centre is? How many are starting on the same day as you?

Never done 999 calls but have worked in a large number of call centres through school, university and after until I found a route out. For me they fell into three categories:

1 - Telesales via agency - high volume roles, training was brief and the aim was to get you on the phones quickly

2 - Non Telesales small call centre - normally only a couple people tops starting, formal training but a lot more interacting with the existing team during it (eg listening into calls and discussing with the agent after etc)

3 - Non-telesales large call centre - normally a dozen plus starting at the same time, much more focus on building the group as a team rather than interacting with the existing team (listening into calls could be done remotely), much more role play in training, generally longer training and a more formal transition from trainee to fully independent advisor.

Have you done call centre work before? There is only so much variance between them and in all cases you have to learn to deal with irate people, drunks, strong accents, obscene (a lot less if you are/sound male - though do remember the case of a female agent being shocked by receiving a dirty call from another woman). 

Tend all to be a bit of a stressful place but the cause of the stress varies significantly between roles (sales is hitting sales target, customer service hitting KPIs like call handling & wrap up, complaints is the constant irate customers etc)

powerful_Rogue

What kind of 999 calls? Police/Ambulance/Fire etc?

I did 4 years in a police control room when I was younger, which involved starting off on the phones answering 999 calls.

dark_angel

It's for the ambulance service