Call centre staff... how long did it take to feel knowledgeable

[humdimbdippy]

I'm really enjoying my new job, training is great and everyone is very supportive. We are training in a big group but it's completely staggering how much there is to learn and I worry that I just won't be able to remember all the details that is involved. How long did it take fellow call centre staff to feel like they had grasped it and felt confident on the phones?

I didn't want to read and run but nevertheless I haven't worked in a call centre before but have had similar roles before. I think anywhere from 3-6 months before that knowledge starts to build and generally speaking around a year to 18 months before you start to feel comfortable. Obviously this all depends on a multitude of factors, support, your own learning style etc.

How long have you been in your role?

This depends on the call centre and what you're actually doing.

I worked in one call centre when it took me maybe half a day, as the calls were literally reading a script and anything more difficult was told to take their number for a call back.

But equally doing everything myself was it was maybe a few weeks to be sure I knew for everything works.

I worked in a bank call centre straight after uni.

Took about six months to start feeling confident.

After 12 months I was flying round the keyboard like Stevie Wonder and helping train new starts.

Call Centre Manager here. As PP said, it depends on wheat the actual job is. I'd say you will start to feel comfortable after 1 month for every week you have had training. The more complex jobs that have 8 week training periods take longer for you to feel confident in but there are definitely jobs where you can nail it after 1 day. The important thing is to have notes, use the knowledge store they have (intranet, process guide, training bible or whatever they call it) and try to keep up to date with changes when you a briefed. If you are conscientious and want to do a good job, you will be fine. Best of luck.

I felt more comfortable after 6 months and after 12 months competent on 75% of work, but there were still random stuff that needed assistance with . But then we all questioned stuff

buggest thing I learnt was never to assume the customer was making up the far fetched story and sometimes they were correct and it all had gone horribly wrong and they could prove it

Sorry all. Have been here 2 weeks and have learnt stuff but I do feel there's a lot of product knowledge surrounding cards, saving accounts, interest rates etc etc. i just don't know how it's ment to stick on my head lol

i just don't know how it's ment to stick on my head lol

i made notes which helped it stick in my head

@FirstFallopians you give me such hope lol did you have to know everything very quickly? We are getting let loose next week on live calls and I can't imagine how terrified we will all be. I look around the office at other more senior staff and wonder how on Earth they have made it past these first weeks lol