Call centre learning the ropes

[mycupisnotforcoffee]

Hi all, I started a call centre (bank) a few weeks ago and I'm really struggling to get the hang of things. There is so much to learn and I just don't think my thick head can retain this much info!!!! Problem is, call centres are deemed to be for trained monkeys so I'm embarrassed to even admit this 😬

The idea that working in a call centre is an easy job is bollocks.

See if you can get hold of, or make, a checklist for the routine things you have to do, such as security verification. Make sure you have links saved in your favourites to relevant procedural information and guidance. Much of being effective in a call centre is knowing how to find information quickly, rather than remembering everything.

I too work at a call center but with health care. Our protocols are constantly changing, and it took me about a year to really get the hang of it. I was called in twice for remediation probably within the first 4 months. They were patient with me because they know it’s so much information. It’s been over two tears now, and I love it there, and they love me too!

That's good to hear. Anyone who's long term where I am seems to love it but I've been there 3 weeks and I just can't get to grips off all the system and finding stuff and all the security questions that's all supposed to come across seamless and natural. I'm just wondering if I'm just not able to do it

Three weeks is nothing in the scheme of things, it will take time before it all feels seamless and natural. Your customers won't be judging you on how natural you sound; what's important is that you deal with their query accurately and politely. If you're not sure on systems, could you ask for more training?

As PP said, try to organise your work panel so that you can access reference material quickly. Bookmarks / favourite the materialyou often refer to. Could you ask for more training?

3 weeks is still very early, I'm sure you'll pick it up with time. Alot of it comes with practical experience.

I work in a call centre, on the phones and emails and there is a lot to learn. Make sure you’ve got your screens set up right so it’s easier to find stuff. Make notes if you can, and are there any lists you can follow for security questions. I only have to ask for two pieces of information but I work for a clothing company, so can imagine most of my queries are alot more straightforward than bank ones.

I started a new job a few months back and have been using One Note.

It's like a notebook with lots of tabs and you can copy and paste anything into it... files, notes, picture, text, links etc

Really quick and easy to search or organise using tabs and pull things up quickly

I thought I would never get it when I worked in a call centre. You do eventually and then it just becomes second nature.

Like people say, get your viewing panel sorted and go from there. 3 weeks is such a short time.

It will come.

I used to work for Unilever so answered all kinds daily on all kinds of things.

It was good fun once I got my confidence.

We used to get loads of random queries.

Can I have chicken tonight with sausages.
I have 79 teabags not 80.
My pot noodle sachet is missing
Missing fish fingers causing murder as they can't be split equally between kids
Slugs in peas

Have to say also, I've had a couple of people I've contacted for my bank and they have said sorry I'm a bit slow I am new.

I've just said take your time I'm just glad your helping and put me on hold if it's less pressure for you etc.

Yes that’s a good one, ask to put people on hold while you look for information, saves you having their Darth Vader impression down your ear 😂

It's like muscle memory working in a call centre. Give it two months and you'll get in the flow of it

Not saying I ever done this but if you have a Britney Spears in concert style head set you can gently blow down the Mike part for as long as possible.