Tips for a Call Center Newbie

Take notes
One of the most important call center tips is to always take notes while on a call. This is a great exercise for
becoming an active listener, as it helps you focus on the conversation as you make sure that you are not missing
out on anything that the other side is saying. It also helps you collect all the details and ensure that you are not
forgetting anything. Just remember to not write down sensitive information or cardholder data on a piece of
paper, which can be a dangerous practice.

Confidence
As you’ve probably heard it many times, confidence is key – and this applies to practically everything. Try to
sound confident and relaxed, and don’t let the other side know that you are a beginner, as they might start to
doubt your abilities to solve their issue – even if you are perfectly capable.

It’s OK to not know something

Many customer representatives are afraid to confess when an issue is out of their control, and will try to give
inefficient answers just for the sake of giving an answer. Whether you are a beginner or not, it is OK to
encounter a problem or a question that you are not capable of responding.
Try to be resolutive, but don’t panic if something is out of your control – instead, let the customer know that
you will try to find the best solution for his issue, and you will call him back as soon as possible.

Analyze
Just like anything else, customer support takes practice, and you will get better as you deal with hundreds of
different people and experiences. These experiences are an excellent source of information as they help you
improve your skills and provide better service. One of the most effective call center tips is to use the recordings
to analyze your skills and identify weaknesses – you never know how good or bad you’re performing until you
see yourself from an outside perspective.

Be patient
Among the most important call center tips for beginners is to be patient. Instead of hurrying up to give an
answer as soon as the customer finishes his first sentence, try to be an active listener. Do not start explaining
yourself before making sure that the customer is done describing his issue, as it will look unprofessional and he
might get even more frustrated.
During the call, remain patient, listen actively, and ask questions until the issue is fully described before
responding. If you don’t hear all the necessary details, you might not be able to provide the most adequate
solution for you customer’s problem.

Transferring the call

Getting transferred might be a frustrating experience for customers, as it sometimes looks that employees are
shifting them from one department to another because they prefer passing the responsibility to someone else.
To transfer the call adequately, one of our top call center tips is to follow these steps: first, explain the reason
behind the transfer and to whom you are passing on the customer. Second, ask them if they don’t mind being
transferred. Third, ensure that the person who should pick up the phone is available, and explain them the nature
of the call along with the name of the person on the other side.
By following these steps, you will not only show that you are a real professional, but the user will also feel less
frustrated when dealing with customer service.

Exchange experiences with colleagues

Exchanging your customer experience with your colleagues is a great way to discuss different perspectives and
see if you could have resolved an issue in a more efficient way – especially if you are a beginner.
Even if you aren’t a beginner, getting to know your product takes time, and colleagues that are more
experienced than you can give you great advice. In addition, customer representatives experience conversations
with customers differently, and everyone can learn a lot from each other.

Positive attitude
Keeping a positive attitude is extremely important for a successfully resolved problem and a satisfied customer.
At times, it can be truly challenging, but maintaining composure reflects confidence and reassures the user that
you are capable of finding a solution.

Organization
Customer service requires a lot of organization, and agents need to be well-prepared in order to deliver quality
service in the least amount possible. Take your time to explore all the tools, platforms, and systems that your
company has set up, and practice different situations to learn how to switch easily between databases. You need
to be able to navigate quickly between different windows in a CRM database, so make sure to organize your
resources in the most efficient way possible.
JONALYN DUGAN

“Jade”

1.) Who is _____? Kindly tell us briefly about you...

Who is Jonalyn? She is someone who aims to be a billionaire, because she wants to help her relatives who are in
poverty. She always tells herself that “I am a billionaire!” She claims it now, and she believes in it.

2.) What do you think is the challenging part as a newbie?

From the word itself “newbie”, it means a BEGINNER, a NEWCOMER. It is like a baby who has just been born
and needs to be spoon fed by a mother. The challenging part there is having the feeling of being the lowest type.

3.) How do you cope up with this challenge/s?

I coped up with the challenge by always telling myself that “I can do all things through Christ who gives me
strength.”

4.) What are your expectations with Small Business now that you are one step in getting in?

I expect that people won’t be too hard on me, and whenever I ask help from them they won’t underestimate and
belittle my skills/abilities because to be really honest, I need a lot of help.

KEANNU JAMES NIERVO

“Kean”

1.) Who is Kean? Kindly tell us briefly about you...

I’m Kean, 20 years old and I live in Potrero, Malabon City. I am fond of watching anime, MCU movies and
Netflix produced movies and series. I only have few but real friends that I'm close with.

2.) What do you think is the challenging part as a newbie?

For me, it is the learning part because everything is new and you have to learn as quickly as possible to keep up.

3.) How do you cope up with this challenge/s?

I’m a kind of person who knows what to do to cope up with the challenges. I am observant and that gives me an
advantage.
4.) What are your expectations with Small Business now that you are one step in getting in?

The closer we get, the harder it becomes and the expectation increases. But the good thing is, people in Small
Business really show willingness to help and to motivate which makes me feel important and thankful.