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Original poster

I'm going to be taking calls tomorrow help (call centre job)

30 replies

mashpotatoandchipa · 09/02/2023 17:16

As daft as it would appear, one is Fricking dunging myself !!! I have been training for 2weeks and tomorrow morning I am being put on live customer calls! I'm almost sick. I feel I know nothing. Customers are gonna ask/ need my 'help' and I am just going to stare at the screen and stutter. I have extreme worry about this. I want to run away and cry !

Please send help ( or wine) 😫😫😫

OP posts:
fastandthecurious1 · 09/02/2023 17:23

You'll be fine! I've done a few of contact center jobs there's always the hold button haha you'll pick it up quickly as you hear your colleagues around you too.

Don't be afraid to ask questions as it's the quickest way to learn and take notes too!

Good luck :)

BrewandBiscuit · 09/02/2023 17:29

You will be fine! You’ll know more than you think. I have had a full day of assessments today and been watched whilst training all day. Terrifying but feel good now!

chipsandpeas · 09/02/2023 17:30

in my call centre experience they will put you on a line that you should get straightforward calls to begin with, use the hold button and dont be afraid to say you are in training

Original poster
mashpotatoandchipa · 09/02/2023 17:31

@BrewandBiscuit oh you're so lucky to have your busy day over. I actually could be sick. I just feel there is too many things to remember

OP posts:
Travelfan2021 · 09/02/2023 17:33

This reply has been withdrawn

This post has been withdrawn at the poster's request due to privacy concerns.

Original poster
mashpotatoandchipa · 09/02/2023 17:36

Chips and peas, believe it or not it gonna be a easy line but I feel there's so much information involved.

OP posts:
Wavescrashingonthebeach · 09/02/2023 17:37

I've done call centre jobs for years. Just be bright and polite, take your time, and remember this magic phrase:
"I'm sorry I'm not quite sure, I'm just going to place you on a quick hold while I find out"

Or "I'm ever so sorry I'm just having some issues with my system running slow"

As pp have said nothing wrong with telling people you are training- you get a feel for the ones who will be alot kinder with you as a result.

People who speak really fast or with a very thick accent and you have asked them to repeat themselves several times "I'm sorry this is a really bad line, could you please repeat that as slow and loud as possible?"

And remember if anyone is ever rude just don't take it personal, let it slide over your head they are just venting at the company. But also you are not to be sworn at- I've never worked anywhere that didn't allow us to hang up on repeated abusive callers but luckily they are few and far between.

And I get some really mad calls in my job.

Idontknownemore · 09/02/2023 17:41

Just remember they’re only people on the other end, you’re not there to be spoken to like shit but also there to make their issue better so just be as helpful as you possibly can.

Isthisabitweird · 09/02/2023 18:06

I did it four five years when my kids were young, in the evening. It was incoming calls so I wasn’t cold calling anyone.

If anyone is rude, we had a three warnings and a cut off rule. I would say things like ‘I am trying to help you do you will have to bear with me’ again, I would say ‘if you continue to speak to me like this I will disconnect the call’ and then a final, I have asked twice please do not speak to me like that I’m now disconnecting your call.

good luck!

MrsMoastyToasty · 09/02/2023 18:22

I've done call centre work too. Remember if they are abusive give the caller a warning and if they continue the abuse disconnect the call.

Guineapiggiesmalls · 09/02/2023 18:24

You can do this. The easiest thing is to say ‘that’s a good question, I’ve never been asked that before! I want to make sure I get you the right answer so I’m going to put you on hold for a minute while I check, if you don’t mind?’ If people are rude to you after that, then they’re real rotters! Good luck :)

OneCup · 09/02/2023 18:24

People like honesty. If you don't know, admit it. Explain you'll put them on hold to go and check. People will prefer that to being messed around

NomDePrune · 09/02/2023 18:26

Been there too; callers tend to get abisive if they are frustrated or just don't understand but are too proud to say so. Don't take it personally and use your more experience colleagues for support. Have you been able to listen in to live calls?

MusicWithRocksIn · 09/02/2023 18:27

I worked in a call centre years ago. I was terrified of talking on the phone! I was so scared I actually vomited in the morning, the day I was due to start taking real calls. But I made myself get in there and do it. I was shaking answering that first call. Luckily it was a nice lady, a fairly simple call, and I felt absolutely fine by the end of it. I did 4 years there and ended up training new recruits.

You'll be fine. Good luck!

nxa · 09/02/2023 18:36

OP, you will be fine!

Think of all the times you've called call centres and the person on the other end of the phone has asked you to hold, or said their computer was going slowly, or they straight up didn't know. You'll have had this happen so many times you won't even be able to remember it because you don't think about it. The people calling you will be exactly the same. They're just people like you and me, and they'll understand. Don't let it stress you out, you'll be absolutely fine and by the end of your shift you'll be an expert! I've done this sort of work before and I know the feeling of dread, but honestly it's nothing to worry about. Please don't let it make you feel sick.

Marmite27 · 09/02/2023 18:38

You’ll be fine. This time next week you’ll be wondering what you were worried about.

In my experience, when you go ‘live’ you have a 1:1 buddy to help, will you have that?

LollipopViolet · 09/02/2023 18:56

I was exactly the same before taking my first calls in EVERY phone job I've had.

I've just moved to a non phone role after nearly 3 years taking calls. In my role, our first few calls were with a coach plugged in so they could hear, and help when you had the caller on hold.

Hold is your friend. There's nothing wrong with saying you need to check some info before passing it on - others have given some great examples here. With complex cases or frustrated callers, I also used to say, "I can see that a lot has happened previously, would it be OK for me to pop you on hold so I can read through the notes and get an understanding of what the next step needs to be, to get this resolved?".

It was very rare that someone would argue with that, as they wanted the situation sorting, and a lot of the time they'd been passed through multiple departments, so were happy I was at least willing to try and understand.

Another good one, if like me, you get a call that isn't your department: "I'm afraid I'm not the right person to assist with this, but let me get some information for the correct team. I can put you through, but would you like to jot their info down just in case you need to get back in touch?"

A lot of it comes with time, at first you'll be using hold a lot, but eventually you'll get your call flow and the info will just be "there".

chevvyroo · 09/02/2023 19:02

chipsandpeas · 09/02/2023 17:30

in my call centre experience they will put you on a line that you should get straightforward calls to begin with, use the hold button and dont be afraid to say you are in training

This! Also it's true, listen to other staff, that's how you learn.

Original poster
mashpotatoandchipa · 10/02/2023 06:12

Thanks all for your help. Genuinely I just don't think I'll be able to do it, it's making me so sick and I haven't slept a wink all night. I would go back to my old job in a heartbeat this morning

OP posts:
CosyBobbleHat · 10/02/2023 06:40

Why did you pick this job? I'm not trying to be goady but why put yourself in this situation?

Original poster
mashpotatoandchipa · 10/02/2023 06:43

I'm honestly wondering that myself. I guess I didn't realise how hard it would be, how my anxiety would kick in. I dunno I'm so annoyed that I'm in this situation

OP posts:
CeeceeBloomingdale · 10/02/2023 06:50

You'll be fine, it's nerve-wracking at first. Agree to say if you don't know something, pop them on hold and comeback with a confident answer. Most conflict comes if you pick up on their tone and get arsey back so don't do that. I've done call centre work for 20 odd years, be nice and 99.9% are nice back, they are just normal people and you've been practicing talking all your life. You've got this.

PennyFarthings · 10/02/2023 07:04

I manage a call centre OP. The first call might be nerve wracking but do your best fake confidence. That will allow the caller to trust you.
Don't be afraid to ask the caller questions to make sure you clearly understand what they want, summarise with them and then say "let me check that for you, do you mind holding for one or 2 minutes ", then put them on hold whilst you find the info or check with the floor walker.
If it's longer than 2 mins, remember to go back to them and reassure them you're still checking.
Don't say you're in training, that can be a red flag to callers, they want to feel confident that they're talking to the right person who will give them accurate info.
You'll feel better after that first call.

katmarie · 10/02/2023 07:14

Put yourself in the customers position, they're just ringing up to get some help. It's not like every call is your end of degree final exam. It's just a conversation. If you're not sure, say so, pop them on hold and find out. If you have a serious issue, you will have a supervisor there ready to help you.

I've worked in customer service for a long time, and even though I don't do that anymore really, Im a consultant now, but I still use those phrases with clients.

BawRamEwe · 10/02/2023 07:18

Good luck today OP! Been there, done that.

Just fake it until you make it, don't be afraid to say "I'm not sure about that, let me put you on hold and I'll get that information for you". It's better to use your hold option and get the right information than stress out and guess at what you think might be right.

And make use of your computer sticky notes when the customer calls, much quicker and easier than writing on pen and paper (although some people do prefer that which is fine)

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