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Wednesday, June 30, 2010

CALL CENTER FACTS


The Filipino Call Center Agent and the Neutralize Accent

The “American accent” has never been so needed these days. If one plans to join the league of call center agents, most aspirants think that one has to sound very American. This goal however, has overshadowed the more important skills to become a successful call center agent.
First of all, there is no such thing as an “American accent” these days; the United States is such a melting pot that English is spoken in different variations depending on which region of the U.S. you live. So as a Filipino learner of American English, we don’t have to exaggerate our vowel and consonant sounds to the point of sounding so artificial! It becomes extremely overacting when you hear call center agents start aspirating their T’s when referring to their hometown in Tagbilaran! What’s more funny is that some agents can sound so deceiving with their fake American accents, but if you listen closely, they can simply talk in circles..thus, the AHT (average handle time) is consistently high!
The need to sound “American” should not cloud the other more important aspects of a call center agent’s skills like rapport, active listening, analytical skills (so you can immediately understand and resolve the customer’s problem), probing skills and the list goes on; sounding “American” is truly just a bonus. Generally, American consumers do not mind a slight “accent” as long as his concern is resolved right away; it can even turn out to be a kudos call!
One must always keep in mind the other more important skills which not only helps the customer but will more than likely make him a satisfied one. No need to sound like an American, simply neutralize the accent. One does not have to pronounce the color RED like someone from the South, its enough to pronounce it with a soft E but definitely not with an ”i” :) We go for neutral.
What makes an effective call center agent is not so much with the accent he uses but his ability to resolve a customer’s concern on the first call, at a short period of time along with a very friendly and helpful demeanor…the American accent becomes the icing on the cake…

Call Centers and their Work Hazards

You see them laughing while taking their breaks and they seem to be having a grand time in between shifts. While it looks like an easy job, being a call center agent does present a set of challenges that need to be overcome in order for one to thrive as an employee and become successful in this career.
 One daily work “hazard”  call center agents face are demanding and irate clients. The screaming, the cussing, and the occasional slamming of the phone at the other end of the line are enough to wear one down, but there’s also the need to stay calm and be able to manage an angry customer – and still resolve their complaint! Some agents take to writing, some take to cussing back (as soon as they press their phones on MUTE! ), whatever the case, their stress level go up dramatically!
Learning how to cope with the graveyard shift is another difficulty call center agents need to live with. We all know that sleep deprivation and mental sluggishness affect one’s work productivity.  What adds to this challenge is that the general practice of call centers is to carry out shift schedules on an average of 4- 6 weeks. By the time the agents’ body clocks have adjusted at a particular time; they are re-assigned to a different work schedule!
Although the challenges seem daunting, those who aspire to become call center agents need not worry. With enough preparation, motivation, industry familiarization, and setting realistic expectations, the job will become manageable.