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Original poster

I can't do my call centre job- the training is so difficult

16 replies

skimpysausage · 03/02/2023 20:19

Just this. Really I've left my job in our local pub to do call centre work for a bank. Holy fook the training so sooooooo hard! I simply can't do it. All the ID stuff, remembering to ask all the right questions, making sure it's not a fraud call, being terrified of making a huge mistake. I just cannot get the info to sink in at all!!!! And this is before we actually go on to live calls! Im honestly shitting myself ! Everyone says it finally clicks but I'm literally so confused and lost. It's all too difficult for me!

Tell me it gets easier. Tell me that you where once me and it all one day made sense!!!

😫😫😫

OP posts:
Toooldtoworry · 03/02/2023 20:23

I've worked in financial services now for 23 years. Am now a financial adviser, and I started working for a bank in a call centre and the training was very comprehensive and initially daunting but honestly 6 months in and you'll wonder what you worried about.

Good luck x

SniggleSnarf · 03/02/2023 20:25

I had a breakdown running through a practice script before I went live. Cried in front of everyone. I did it for 5 years. You will get there!

It's like learning to drive you never think you will be able to do it, but it becomes second nature quite quickly!

There was about 25 of us in our training group all of us made it through, there's some good odds there.

whatadoodledo · 03/02/2023 20:29

My first job 20 years ago was in a bank call centre. The training is VERY hard but don't worry it's true that it just clicks eventually. I remember my first few live calls. Jesus Christ it was nerve racking but I swear it clicks eventually. I was never massively good at that job and pretty sure they promoted me in the end just to get me the hell off the phones Wink

Original poster
skimpysausage · 03/02/2023 20:30

@Toooldtoworry so this is really a thing then? I even found the basics really hard. All the ID questions and if they don't know the Answer to the question you have prepared in your head 😕 that's ontop of navigating where to find the info.

OP posts:
User129867588 · 03/02/2023 20:37

I’ve worked for a telephony role in mortgages for the last 20 years and I promise you it gets easier. It is challenging as in banking there are always changes to keep up with and it is heavily monitored and regulated. I enjoy talking to different people everyday and helping them out, sometimes making their day too 😃. It can be challenging but I really enjoy my job. Hang in there and remember the hold button - a customer doesn’t mind waiting if they know you are trying to help them.

User129867588 · 03/02/2023 20:39

Also post-its are still my friends 🙃 got them all around me with reminders and tips

QOD · 03/02/2023 20:40

Write it in bullet points (or word for word if scripted) and pop it inside a laminated pouch or document bag.
tick each bit off as you go with a whiteboard marker
been doing it 20+ years and my meno brain still needs a prod sometimes

Original poster
skimpysausage · 03/02/2023 20:43

@QOD oh that's a good idea!

OP posts:
Toooldtoworry · 03/02/2023 21:30

skimpysausage · 03/02/2023 20:30

@Toooldtoworry so this is really a thing then? I even found the basics really hard. All the ID questions and if they don't know the Answer to the question you have prepared in your head 😕 that's ontop of navigating where to find the info.

Yep. You've got this though x

Original poster
skimpysausage · 03/02/2023 21:45

@Toooldtoworry thanks for the reassurance! I wanted to down my head in Prosecco early but instead I've decided to drink it 😝 I'm not extremely, terribly bad with self confidence I'm the worst version of myself (in my own head) I simply don't know how to change this

OP posts:
KupoNutCoffee · 03/02/2023 22:01

I've not done a really heavily scripted call centre so can't comment, but my experience is training calls often seem harder. It's not that they're trying to fail you, but often throw curves in that generally customers won't, answer quickly - whereas real customers faff and go off on tangents. They know the script, and 'helpfully' guide you in ways the customer won't.

The customer doesn't know the script, and if you've asked a question in the wrong order - and the conversation flows more naturally.

Like training: Fake cust: Hi, I'd like to check my balance. You: erm, yes, (right need a name and dob) could you confirm...

In real life: Hi, it's Mrs dobson, can I check my balance. You: Hi Mrs dobson (check off name as done), no problem, let me just check.

I had stock phrases to fill time and narrated what I was doing. "Bear with me a minute" "let me just get that up/change screen" "computer's me just thinking"

Oh and everything was awesome, super, lovely, I think I might have played with magic at one point....

maddiemookins16mum · 03/02/2023 22:06

Your first live call will NEVER be as bad as any training call.

Jumpingovertherainbow · 03/02/2023 22:41

I often think how knowledgable and smart the people are who answer my bank queries (and nice - this must be part of your training too!). I am curious to know what kind of career trajectories are available, and whether the pay is reasonable, work flexible or not, environment healthy? Are this open to older people looking for a career change? I guess these days if you want to work in banking it is a lot less likely you will start out in a branch, given they are closing them all down?

reddA · 03/02/2023 22:50

Honestly OP we all feel the same in the begining - you have a hold button, use it! Answer the phone in a slow, calm tone to try to get the CM to respond slowly too. You shouldn't be expected to know everything straight away, take your time, ask your TM or helpdesk, you will learn so quickly without even realising. Stick with it - it's scary but you will be fine :)

Notsurenotquiteright · 03/02/2023 23:04

I started on the phones for a bank in. 2012 in the collections department.
the first call out of training I forgot my name and stopped speaking.
it got better. I’m still at the bank and actually became a trainer for a while.

Toooldtoworry · 04/02/2023 08:36

Jumpingovertherainbow · 03/02/2023 22:41

I often think how knowledgable and smart the people are who answer my bank queries (and nice - this must be part of your training too!). I am curious to know what kind of career trajectories are available, and whether the pay is reasonable, work flexible or not, environment healthy? Are this open to older people looking for a career change? I guess these days if you want to work in banking it is a lot less likely you will start out in a branch, given they are closing them all down?

I started in banking 03.2000. Since then I have moved from general banking to mortgage and protection advice in brokerages, but the training has always been excellent in the banks I've worked for and most actively encourage you to learn and develop in preparation to promote into other areas.

Pay is reasonable, in a call centre working hour flexibility is usually pretty good and you usually get a good pension and perks (income protection/etc)

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