Let’s be honest, customer service departments are not known as particularly positive places, often being associated with irritation and frustration by both customers and agents. For agents in particular, talking to a large numbers of customers every day who only contact you when they experience a problem, can be exhausting.
The call center industry is experiencing major changes, driven by changing customer behavior and ever-increasing customer demands. Businesses are moving everything to the cloud from customer data to call center software, paving the way for the virtual call center business model.
Working as a call center agent is not easy. Agents spend most of their time on the phone talking to customers, resolving complex issues with often angry customers. Considering the resulting high levels of stress commonly experienced, it’s no surprise that call center turnover rates are usually in the sky.
You may not think so but working as a call center professional has a great potential: if you perform well in your job there’s no doubt you will thrive – and so will your career.
As multilingual customer service departments are on the rise, call center agents often find themselves experiencing language barriers with customers during phone conversations. Language barriers may be based on agents and customers speaking different languages, and can also result from differences in regional dialects and accents, and bad phone connections.
We’ve all been there – waiting on a customer service line after having been passed around several people, still desperately needing your problem to be sorted out. In such a situation, the least you expect is some empathy when you finally get through to someone who can help…
From the very beginning, call centers have had a bad reputation for being stressful, soul-killing places to work at. While the stereotypes about call centers are often exaggerated, one thing is for sure: being a call center agent is challenging, especially if you want to rock your job. You not only have to hit (often seemingly impossible) targets, but also be tech savvy, flexible and patient. Let’s face it: call center life is not easy.