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How To Succeed In Your First Contact Centre Job

Whether you’re taking a break from studies after high school, or looking for a student job while you kickstart your future career, a contact centre job can give you both an income and flexible working hours.

How to succeed in your first contact centre job

You don’t need a degree to become a contact centre agent, but there are some skills one needs to work on to ensure success in the job. Here’s what you need to know to not only survive, but thrive.

Patience

When a customer makes contact with you, they can be frustrated with a negative experience that they’re hoping to rectify with your help.

Having patience with an upset customer is of utmost importance.

Allow them time to explain their situation before attempting to help them.

If a customer is angry or upset, they’re less likely to take in what you say and truly understand you until they are calm, which is why a patient attitude will help both you and the customer.

Take the time to understand their issue, and then take the time to respond calmly, with empathy, and with the best possible answer.

Both lowering your voice and talking slowly will help the customer relax as well as offer a pleasant experience over the phone.

Positivity

While this might sound like a cliché, sounding positive over the phone makes the world of difference to a customer.

The last thing a customer wants to hear while asking for help is an agent who sounds like they are disinterested, bored or who is just plain negative.

Both sounding positive and using positive language assures the customer that you want to help them, and that a solution to their issue or query is available.

Creating a positive experience for the customer not only makes them feel better about the current situation, but also goes a long way to reinforcing a positive relationship with the brand you represent.

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