Wing 7: Smile, Talk Slowly, Customer Language, and Shop Talk.

Smiling somehow magically purports the tone of your voice in a positive manner which allows the perception on the other end of the phone to be positive as well.   It works.  On that note, you don't have to smile constantly, but only when you need that positive vibe.   The beginning of the call to start the conversation off right, various points in the middle, and the end of the call to leave the customer with that positive vibe.   Between smiles, a conversational tone will show them that you are including them.   Working together with the customer ensures the fastest possible solution.

Disclaimer:  I'm a big fan of the conversational tone.  Other tones like the super duper professional tone gives the air that you are working for them which is good.   The dictator tone says your a professional, and you know what you're talking about (But that can easily be substituted with confidence.)   The laughing and joking tone gives them an experience.   And so on and so forth.  But I like conversation and inclusion.

When you're chatting with a friend, you're being conversational.   That's the tone that's needed.   I remember when I was 14 or so, I had the game Zelda, Ocarina of Time, and there was a couple of rumors floating around the interwebs of hidden cookies / Achievements.   One had to do with fishing, and lures.  The other one I can't remember.   This was before the days of gamefaqs, walkthroughs, and internet support.  It was all still in magazines, and books.  So what did I do?  I called Nintendo, and got bounced around the various queues or people for an hour or so until I ended up calling some guy.   I got the impression that he worked in an office, and wasn't customer service or anything like that.  But he helped me, and kept me on the phone while he looked through the various manuals of the game.   While he did so, he talked to me like a person.   One internet rumor confirmed, and instructions on how to get it given, and the other debunked.   It was a positive experience.  

I know I always say "Talk Slowly", but I don't mean talk like a stoner.   I speak pretty fast.   What I mean is speak a notch or two slower than the person you're speaking to.   The main objective is to be understood the first time, and to never repeat yourself.  It gives the person your speaking to time to digest what you're saying as well.    The urge to speak slightly faster than who you're talking with in order to hurry them on is a natural instinct.  Especially when trying to get the fastest calls possible.   But then the job is done sub par, and will usually end up being longer when you have to repeat yourself.  

Customer Speak VS Shop Talk

If a plug in is slightly larger with VAC Notifications, it's called a Transformer.   Transformers are also in the fuse box, and various other things controlling the amount of electricity for various things.  In my office, the plug in is a transformer.   When I'm talking to customers, I call it a plug in as it plugs into a power outlet.   I call an invoice an invoice, but say billing statement or bill to a customer.   There are always hundreds of little things like these in any job.   Customer's don't speak shop, nor do they understand the difference between various things shop related.   Learning customer speak vs shoptalk, and being conversational when speaking both is definitely a step up.

For example.

"Hi Ma'am, there are some charges that shouldn't be there, and I just need to get an authorization to remove them.  Would you mind holding on for a moment?  Thanks."

"Hey Rob, the HVAC double billed, and charged the wrong taxes again.  Would you mind?  Thanks."

"Thank you for holding.  OK, so I've removed a double charge that was a computer error.  Sorry about that.  The taxes you were charged were for Florida, so I've removed those, and charged the tax rate and fees for Kentucky.   The difference is ----, and the amount you owe is X.      We're fixing that problem now, and it shouldn't be a problem in the future."  

And there you have it.   Customer Speak vs Shop Talk.   Speaking a common language the customer can understand while being efficient when dealing with co-workers.

It's especially important when dealing with contracts, and policies.   If you explain a policy in shop talk, that's not going to appease anyone.   I don't want to sound demeaning or anything, but it's like explaining something to a child.   You just have to speak their language within their vocabulary.  Easy Peasy.

Branch 6: Your Livelihood

We all have to make a living so that we can purchase things like food, shelter, water, and a place to poop privately.  How you do that is largely up to you, and some options are better than others.  Sometimes work can be difficult, and hard.  That's OK, and it builds character.  However, call center work is not for everyone.   That said, the best way to work in a call center is to enjoy it.  It's very easy to slip into the mode of hating on customers, and/or issues.   Talking to customers constantly who think the company is horrible will take it's toll.  Bare in mind, most oft times, the customers you're speaking to are a small minority, and the few that are having problems.   The rest are happy go lucky customers that are purchasing your service.

I like to distinguish between angry customers, and they usually come in three types.  

The first type are the ones that are angry and mean specifically because they think it will get them what they want.   This is where I would call on the army of the interwebs to please, not give it to them if it's not warranted.   I don't, and I won't.   That behavior doesn't need to be rewarded.   Sadly, it does.  There is also a cost / benefit analysis where if a customer wants $100 credit, and keeps calling, how long until it costs the company more to say no, than to just give the credit?   That's why even when you're standing your ground, and you're in the right, your supervisor or manager will give the credit.   Just to shut them up.  It's sad, but true.  Bad behavior works.

However, it's nice to be comfortable in the knowledge that genuinely polite customers can get their issues resolved generally 5X quicker than the jerks.   Let's face it, nobody wants to talk to a jerk.

The second type of angry customer is the one who's frustrated at the problem because it isn't over with.  These ones I like to give some leeway in my mind because they have an actual problem, and are frustrated because of it.  Just imagine having a flat tire on the way to work, or your brakes going out.  Anything that's a major inconvenience.   It's frustrating, so it's easy to dig up some empathy there.   If you keep calm, it will usually calm these people down.   Especially if you can give a clear plan of action.  

The last type are just jerks.  Narcissistic people that could care less whether you live or die.  Luckily, these people are few and far between.   The trick is distinguishing these people from people who are just annoyed.

The best way I've found not to fall into the trap of being annoyed at angry customers is to just put them out of my mind.  They are on my mind when talking to them, and once I'm done, they are out.   It's an aquired skill.   Every call ends, and you can train your mind to let it end there too.  It's a tough skill to master, but thick skin can be gained.  Every once in a while one will get under my skin, but very rarely.

Here's a quote from /u/coppercable in response to the last blurp Dealing With Stress which fits as a fine example of dealing with angry customers.

"Easier said than done.

Call center work is honestly the worst job I've ever done.  Now that I have a chance to get out of it, I won't ever go back.

I would rather clean the streets than have to answer that f#%@%# phone all day, meet random stats, and having to be sickly sweet to people all day."


If you can put every call out of your mind when it ends, you'll be much happier.  I overlooked this before, but "Sickly Sweet".   This is a very common issue many people CSR's have.   Natural.  Just be natural.  When we put on an act on the phone, it takes energy, and being a robot is no fun.  I don't understand where we got professionalism confused with being a robot.   I hear it all the time too, and I wonder why.  It's structured talking, with a smile, or corporate speak.  My issue is it's not genuine, and it takes work.  Extra work.   But the problem of letting the job get to you is it's not real.   To put it into context, just try doing a cosplay for 8 hours.  Run around town in a batman costume, and pretend to be batman.  You'll have fun, and by the end of the day, you'd be exhausted.   Being a robot on the phone is not fun, and it's day in and day out.  So if you can avoid it, please do.  The real you is amazing, I guarantee it.

Already discussed, or will be discussed in their own posts is:  Dealing with stress; Workplace bullying/abuse is coming up, and that should be watched out for.  Gauging the company to see whether or not it's a good, moral, and ethical company.  Stress and bullying are killers, but also what the company asks you to do.  You'd be surprised how far your morals will sway when you weigh the job vs being jobless.   If you don't cut corners, moving up the ladder takes a lot longer, but is ultimately worth it.   If the job is too stressful, too abusive, or too unethical, it's a good idea to get out of there.  

Go with the flow.  This goes against my main preaching point, and that is to pick your own pace.   Both can be done, but there is a general flow within the office, and if you can see how it works, just go with it.  This goes for the company, and your co-workers.   However, when it comes to customers and work, go at your own pace.   If you let someone choose the pace for you, they'll make you a race horse, but you can do quite a lot of work at a trot.

Believe in your product.   For the past 3.something years, I've been dealing with security systems.  I went to install them for the summer, and my rodeo cracked an engine block.   So I sold it, and bought a plane ticket to where the call center is, and went to work there where I joined Tech Support.  I have been doing that ever since.   The security industry is looked down on quite a bit for taking advantage of old ladies.   Door to door sales is generally looked down on.   Here's the thing though.  I've seen these systems save lives, and little old ladies with medical pendants have a button to push to get help when nobody is there to help.   That's the difference between lying on the floor for 18+ hours with a broken hip, and pushing for help.  I've seen the difference between smoke damage and ashes with homes.   I've seen burglars caught.   The product that I support is a good one.   It's just looked down on as a nuisance when it's not being helpful.  And we don't want it to be helpful.  We would rather the system never be needed, but ready if needed.    So yes, I believe in the product.   If you don't believe in the product, your conscience will eat away at you.  

I remember when I first got into the security industry, I bent over backwards for every customer I talked to, and the company loved it.  A sharp contrast from the previous call center I worked at which laid me off for helping customers.  The CS job I had was all sales based.  Customers would call in for a billing issue or whatnot, and we were supposed to sell to them.  All of our metrics were sales based, and if they weren't buying, we get them off the phone one way or the other.   I fix issues.  It's what I do.  That company as you can imagine was one of the largest companies in the US, and the customer was nothing more than prey.   So moving to this new company, and they difference in the way they viewed the job I did was like night and day.   They also cut me check so I wouldn't starve when my manager's boss checked to make sure I was getting  paid.   Good company.

Don't get caught up in the extras.  Every call center has extras like contests, work parties, motivational thingies, and perks.   It's OK to take part, and be grateful for these.  They're morale boosters, and pretty nifty.   I took a $100 gift card I won, and bought a guitar for my daughter.   It happened right before her birthday, and BAM, I didn't even have change up the budget like I was expecting.   The thing is that if you get caught up in the extra perks, they can be taken away.   If you include them in your budget, that loss stings.   You're there for a paycheck, and anything extra is just that, extra.    That way when you lose it, it's not a loss.  

Gratitude.  If you are grateful for everything you have in a call center job, you will appreciate it that much more.   Sadly, I see quite a bit of entitlement, and half the time, it's the company's fault.  The other half the time, it's all on the employee.   The company treats young adult employees like little kids, and then these young employees somehow get to thinking that the company owes them a living.  Or the employee just gets caught up in the friendly environment, and doesn't like to work.   Then they grow stagnant and complacent.  After that, they get let go because they aren't doing their job, and harbor ill will towards the company that let them go.    So gratitude for everything you get helps.  The job to start, and the paycheck that goes with it.   Gratitude for the work itself doesn't hurt.  If you're grateful for it, you'll be happier to do it.   The perks are nice too whatever they are.   Be grateful for your customers that pay money so you can get paid, and your co-workers that help you with the work load.  Gratitude for the product itself is great as well.

Being grateful doesn't mean you should be passive and a door mat.  Shoot for the stars, and get as much out of the job as you can.   Why not eh?  

Goal setting.   Set goals, work towards them, make plans.   If your daily routine is being a drone, and dragging your butt into work everyday for another monotonous 8 hours on the phones, you're going to have a bad time.    Small goals to start, like decorating your cubical, learning the names and jobs of everyone in the office, and even an office prank.  Larger goals to follow both within the structure of the company, and outside.   Things like promotions, and other jobs.   Find out what the requirements are, and become what they want.   Set up a goal to change the department, and work towards it.   Just to make you feel like you've made some sort of a difference.

Don't beat yourself up.   I know that a lot of the things I talk about seem impossible, and some have taken me quite a long time to master.   With over 10 years Customer Service experience, talking naturally and slowly took over 4.   I've been the robot, and I've rushed customers.   I was still pretty good at my job, but I got better.    Last year, we were doing Customer Promoters, and I was #3 in the building.  The two that were beating me were the nicest, and loveliest young ladies there ever were.  They became coaches, and one of the job requirements was constantly having a permasmile, and always being upbeat.   That left me with being #1 which was nice.   They had to push themselves to get the numbers, and I acted naturally.   Just doing my job.  I think I won getting slightly less than the best, but putting forth quite a bit less effort.  So don't beat yourself up.  Every day you do your job, you'll get better at it.  Even today, I still make mistakes, brush them off, and move forward.  It's life.

If after you've weighed out the job, the company, the environment, and everything that's important to you.  If it's a good fit, please enjoy it.  If it's horrible, than there is no shame in finding something else.   Just do your best, and be the one in control of you.  

Component 5: Dealing With Stress (Important)

Stress and/or fear is a muscle designed to help the body perform, but if it's left active 24/7, your health will suffer.  Yes, there are 6 year olds in 3rd world countries that work 18 hours per day.  But that doesn't mean that you aren't deserving of a job where you can work in peace.  It's a right, and your responsibility to make sure you have a safe and healthy work environment.

"Some people die at 25, and aren't buried until 75."  Benjamin Franklin

Call Centers are a high stress environment, and one of the biggest problems is burnout due to stress.   For this reason, it's very helpful to understand how to manage stress due to Call Center work.   The company you work for can only do so much, and they are caught between applying too much pressure risking burnout, and not applying pressure risking laziness and apathy.   For that matter, you can burn out, but just not know it.  When this happens, you're usually in a daze, and work with lethargy wanting nothing more than the day or week to just be over.  Calls go on autopilot, and you're a statistical work drone just trying to survive.   Not very fun.   Most companies hand out stress balls, have activities, and contests to raise morale.   I've even worked for a company that had a subscription to a 24/7 on call psychologist service for employees to call if ever they needed to talk.  But, managing the stress is your job, and you can do it.

The best way to lower stress, is to change your environment.   The environment you are in is naturally a high stress environment where bosses can and will apply pressure.   To do this, as I've said a hundred times, work at your own pace.  Pick a good and fairly swift pace, and work at that.  If you are the one driving yourself, than your bosses won't have to, and they won't be the ones applying pressure.  You will, and you can manage your own pressure much better than someone else's.   If the workload is more than you can handle, than take a deep breath, and handle what you can handle.   It's the company's responsibility to have enough workers to handle the workload.

Take your breaks, and your lunches.   Eating away from your desk is a good idea as well.    If you're working through your breaks, you will burn out much more quickly.   Activities outside of work are great such as some sort of organized sports or group activity, or basically just anything.  If you have a social life outside of work, it will help tremendously.   Since you're sitting down all day, an exercise routine is extremely helpful.  Preferably more cardio, and watching the diet, but you don't want to completely cut out strength training either.   (Side note:  The company I currently work for has a gym.   It's freaking AWESOME!)

The next thing to do is try to focus on only one thing at a time.  I try to go for the task at hand because it's the task at hand.   The more you focus on simultaneously, the harder your job will be.   Under this umbrella, just try not to bring your work home with you, and try not to bring home to work with you.   That will help immensely.  Try working on one stat at a time instead of all together as suggested in Section 3:  Great stats that won't burn you out.    This one is more of a personal preference, but try not dating your co-workers.   Sure, you might fall; it happens.  But if you do, than you have a relationship at work, and thus, giving you more than one thing to think about when at work.   However, that's just my preference, and I've known quite a few great couples that worked wonderfully together.

After that, try to be organized at work.  Managing your schedule is very helpful, and use a calendar.  I personally prefer the Microsoft Outlook Calendar.   Keep your desk tidy, and full.   Office equipment, art,  and family photos are most certainly needed.

Never be afraid to take a day off if stress is getting to you.   Better you take a day off, than burn out.   You can even be honest with your boss.   If you're burning out, let them know.   They know exactly what kind of environment you work in because they have a hand in creating it.  When you tell them that you are taking a day off to protect yourself from burning out, they know they're pushing to hard.   There's no need to worry about your attendance either.   In the past 5 years, I've probably taken 1-2 days off per year for stress management, so my attendance is pretty much perfect.   If you don't take a day when you need it, your body will shut down later with something like the flu, or some illness you can't identify and you'll be taking time anyway.   Most importantly, if you take a day off, don't feel guilty about it.  Just relax, otherwise you won't get the full benefit for why you took the day.

Don't do drugs.  Call Center stress is purely external which means that if you were a fine whole mentally healthy person before you started your job, and 4-8 months in, get a prescription for anti-depressants, than you're on the wrong path.   CBT, or Cognitive Behavioral Therapy will help loads more than drugs will.   CBT deals with Cognitive Distortions which are faulty or fallacious ways of thinking that are usually negative in nature.  We all have our share of Cognitive Distortions.  For example, not acknowledging your crush because you don't think he/she will be interested in you.   You don't know that.  It's jumping to conclusions.   For that matter, I challenge you to go strike up a conversation if that's an issue.  You have 3 days.  Back on topic, because it's an external stimuli, drugs won't help.   All they will do is turn you into a catatonic drone that may or may not drool.  

Tip:  Read about Cognitive Distortions First, and gauge how much of a problem they are.  It's a much easier read, and if they are a problem, then read up on CBT.

Disclaimer:  I'm not a psychologist, and have absolutely no education in that medical field.  For that matter, you might have a chemical imbalance that needs medication.   I am merely a seasoned call center worker, and I know that external mind influences needs an external mind counter influence if you want to maintain a balance.  That said, a real mental health professional should be asked if you feel you need an assessment.

Go in Order.   When dealing with stress, start small, and work your way up.   There is no need to instantly seek out psychotherapy when you have a rough day.  Assess, and act accordingly.   If eventually you feel you need psychotherapy, than by all means.   There is no shame in it.  

The last suggestion is just to be aware.   Understand what type of environment you work in, and act accordingly.  Understand your current level of stress, and what you're capable of handling.  That way, if the threshold is reached, you can act.  If you are having stress problems, and panic attacks, or have been driven to medication, than it's probably a good idea to get out of there.   At this point talk to your bosses about stress, and stress management.   If you work for a good company, they will help you.  If you work for a not so good company, they may fire you.   Here's the interesting thing about firing you.  If the company is so bad, that they will lay you off for not being able to handle the high stress, than it's a good thing.  The stress of having no job will be much less than that.   Plus you should be able to collect unemployment.  Just document the visit with your boss, that way if you do get laid off, you have a story to tell the unemployment office.

All in all, if you take control of your existence, you should be able to manage all the stress associated with it.  If you can't, please ask for help.

Division 4: Love Your Co-Workers

One of the best ways to maintain your sanity in a Call Center is to Love your Co-Workers.  They go through the same thing you do, so Empathizing with them shouldn't be too difficult.  They are also a great leg up in life.  Call Centers provide a unique opportunity which I see so very few take advantage of, and that is the multitude of people that you will meet, and get to know.   These contacts can be invaluable.  Use Linked-In, and your professional base will be off the charts.

A few tips.  Bare in mind that while my numbers/stats are extraordinarily good, and customers love me to death.  I myself am a bit socially awkward.  I'm not too bad, but I can only stand about 30-60 seconds of small talk before I'm tapped out.   But, I keep a close eye on my co-workers, and their needs.  Why?  I spend more time with my co-workers than I do with my family.  It's just how life is set up.

Tip1:  Be genuinely happy to take a call, and help with whatever a co-worker needs.   If you're genuinely happy to do so, than you won't mind.  Your co-workers will be happy to get you on the phone whenever they call.  It's like winning the small lottery when you get someone you know will take care of business.

Tip2:  Smile, and say hello when you pass.  Assuming they aren't busy of course.  No need to be robots.  You're a person, and they're people, so why not acknowledge their existence?   As far as personal friendly chemistry goes, you're bound to be able to connect with at least a few of your co-workers even if you're an introvert.

Tip3:  Always bring something to the table.   If you're having a pot luck, bring something.  If you haven't brought anything in a month, than bring donuts just to show your appreciation.  After all, your co-workers do make life better.  Sub-tip3, if you're ever late, feel free to take a few extra minutes, and stop and get donuts as well.  Then everyone focuses on the pastries, and not you being late.  It works.

Tip4:  If you say you're going to do something, than do it.  Try to be punctual, and dependable.  It makes a pretty big difference.

And that's basically it.  Just treat everyone with respect, and demand it as well.   If you help out your co-workers when they need you, they will bend over backwards whenever you need anything.   I'm not even suggesting a quid pro quo relationship where you keep track of favors given and received.   Just be willing to help, and they will be willing to help as well.  It's nice and cohesive.   Also, when dealing with those that track favors, you'll always be ahead.  I personally don't understand that mentality, but you'll always be ahead.  Everyone needs social validation, and you'll get that by getting to know your co-workers.

Interestingly enough, the more social you are, the more likely it is you will be promoted.   Especially if you set your own pace, which means you lead by example.  Combine that with a live and let live attitude, and you're management material.   Of course, you have to have knowledge, aptitude, and a few other qualities, but the ability to be social is pretty high up on the list.   Let's not confuse this with getting to know people specifically for some sort of a return.   You're already getting a return.  Even the guy with down syndrome who waters the plants deserves a hello, and why?  Because you have plants you can look at because he does his job.   So basically, just recognize and appreciate your co-workers.   They make your life better.   Mostly, I just like to know my co-workers because they are people.  Plain and simple.

Section 3: Great Stats that don't burn you out

Statistics are a religion in call centers, and the most devout are fundamentalist.  Stats Stats Stats!   So how do you get the best stats that you've ever had without burning out?   This one is a bit tricky, but it can be done.

The first thing to do is recognize exactly what metrics are.   Statistics are merely a tool to show how well you are doing your job.   That's all.  Managers use them in meetings to show what you're doing, and argue for a better budget, and to justify your existence.   You'll use them to show the managers what you're doing.  With that, it can be really easy to make the mistake that great stats are your job.   This would be wrong.  Your job is your job.   If you're focusing on your stats, and your job, than you are focusing on not 1, but 2 different things.  That's going to slow you down just like typing and talking at the same time does.

A Call Center job is just like any other job.  "Measure twice, cut once."   "If you take something somewhere, bring something back with you to save a trip."   All the great advice for jobs works with call centers too if you can visualize how it works with your phone calls.   After you recognize that statistics only measure your job, then you can focus on the job.  "Slow and steady wins the race."   It's true, but please try and go a little faster.  The best way to do a good job is to set a good pace, and stick with it.   Bosses will constantly be hounding you to GO GO GO!!   Obviously, they want as much out of you as possible.  You're an investment, and they are capitalizing on their return.   You can ignore that if you set your own pace, and make it a good one.   It's not that hard to set a pace faster than average.  The best part is that once a boss recognizes that you set your own pace, they'll stop trying to set one for you.

Now that you've set the pace, you can focus on your job.  You're there to do a job, and they are paying you for it.  So why not do a good one, and take pride in your work?   Everything that comes your way, get it done whether it's in the stats or not.  Whether it lowers your stats or not.  We're not focusing on stats anymore, we're focusing on the job because the job is our number 1 priority when at work.   I just had a co-worker transfer a call to me because I called a customer, and the customer called back.   He could have helped the customer, but he saw a chance to avoid a call, and he took it.  Purely stat based decision.  The customer waited a little longer, the company spent a little more money, and while it got handled, it was sloppy.  Point in case, if you focus solely on stats, your job will be sub par.

If you have to put your customer on hold, or go into after call work, or whatever you call it, so that you can solve a problem.  Do it, even if your stats suffer.   If you're going to do a job, you may as well do it right.  Right?     Not sounding helpful?   It is, and here's why.  Every time you do your job correctly, you'll be that much faster at it, and that much better at it.  You'll be far more useful than my co-worker who has a slightly better stat now.   People will notice this.

Now for the actual stats.

Yes, stats are part of the job.  Supervisors, Managers, and even yourself will be able to measure the job you do by the stats you get.   All you have to do is Not focus on the stats, but keep them handy like a tool box.  Here is how.

1.  Work on one stat at a time, and rotate.  You can do this daily, or weekly.   So lets say you want to lower your hold time, you  focus solely on that one metric all day long, and don't worry about anything else.  Next day, your handle time.  The next day, your one call resolutions.  After that, your active time.   Every time you practice just one of these, you'll naturally be faster at it without even thinking about it.  And that's what we want.  Good stats without focusing on them because you have a job to focus on.

2.  Don't compare yourselves with your coworkers.  If you push yourself to be competitive, that's great, and if you can work in a competitive environment, that's great as well.  The problem is you have take time away from your job to measure and focus on stats.   This can take up to an accumulated 1/2 hour - 1 hour of your day.    Ergo, if you put in the exact same effort of work as your co-worker, but you aren't looking at stats, you would win because you have the extra time you spent doing your job.   Also, your focus is singular.

3.  Priorities.  Don't worry about your stats.   If you are there to do a good job, it won't matter what your stats are.  If you set your own pace, that's good enough.   You'll automatically have good stats.  If you practice one stat at a time, you'll automatically have great stats.    It's all in our priorities, and where they lie.
4.  Think fast, Act fast, Walk fast, but Talk Slowly.    In a lot of places, AHT or Average Handle Time is a metric.  It shouldn't be, but it is.  With your sups constantly bugging you for faster faster calls, and showing you stat after stat after stat.  You're supposed to hurry hurry HURRY!!    Well, remember, we're ignoring stats.   That's annoying.   But still, we need to hurry up, and the instinct along with everyone's pressure is to hurry, and rush the customer.  That would be horrible.  If you talk slowly, you only have say anything once.   Usually.  It also gives you time to maneuver around the different screens.   You're guaranteed to be faster this way than somebody who talks a mile a minute.   You'll also get everything done you need to do.   Keep your focus on the issue at hand, and your AHT will be faster than anyone else's, plus the customer's will love you more.

5.  Relax.   One of the things about call centers is they like to wind people up tighter than snare drums thinking they will work harder.  And they do.  It works.  But it sucks, and the work environment sucks as well when you're all wound up.   Just remember that Work is #1, and we're not focusing on stats.  Relax, have fun, and enjoy yourself.  Smile, laugh, and tell jokes.   Focus on your job when you're doing your job, and you will do a good job.  Practice one stat at a time, and you'll have great stats.

Am I broken record yet?   I hope so.   Stand tall, do good work, and let everything sort itself out.

Part 2: Confidence

You are a professional, and most likely have absolutely no idea how much power you actually have.  When you sit inside of your cubical with a phone, you have the ability to call the CEO, and introduce an issue which will lead to a company change.  Obviously, that's probably not a good idea.  Best to go through the chain of command, but you have the ability.  With that in mind, if you can do that, you can call anyone in the company, or walk and talk to anyone in your building.  For that matter, you can call anyone in any company.  You have a phone.  You are in the center of everything which means there is absolutely no reason that any problem cannot be solved.

With that in mind, have a little pride.  Even when you have to get up, and talk to a manager, you are the one who knows what the problem is because you were the one who came across it first.   Speak clearly, and articulately with confidence.  Remember, you're a professional, and you know what you're doing.  Or at least you know what you're doing more than whoever you're talking to because you're the one with the knowledge.

It especially works with customers.  If you just have air that you know what you're doing, they will listen to you.  You can know everything in the world, but if you stutter, the customer will ask for a supervisor to get support from someone who knows what they're doing.  But still, even with confidence, you should know what you're doing, so do your best to stay on top of things.  But never feel inferior.

That said, I have a few suggestions.  Don't get cocky or arrogant.   You're not better or lesser than anyone else you work with.   Just take note from someone pretty high up like a VP or something.  If ever you're having a conversation with them, they look you straight in the eye, and include you.  (Well, a good one does.)   They don't look up at you, or down at you.   To them you are an equal of sorts, and you're talking with them because you have something they need, or they have something that you need.   You're part of the team.

Since I'm on this band wagon, I do have a request.  There's been a trend lately where phone reps are taking ownership of other people and departments.  "OK Ma'am, I'm going get you to MY Tech Support department..."   "Hi Ma'am, I have MY Tech Support rep on the phone, and..."    When the hell did this come into being?   It's horrible.   You don't own anything outside your cubical, especially people. If you say this, it doesn't make you sound important.  It makes you sound pretentious.   Your co-workers have names too.   This is a personal pet peeve of mine, and it needs to die a cold withering death.

Another big one is when asking the customer to do something.  "OK, I'm gonna have you..."   Nope Nope Nope!!!    Please and Thank you.   "Will you please..."  "Thank You."   You're not going to "have" a customer do anything.  They aren't a lap dog.   So please don't take ownership of people, and order customers around like lap dogs.   It makes you sound arrogant and pretentious.  In my humble opinion of course.

Confidence:  Show respect, and demand it as well.  Thanks.

Chapter 1: Love Your Customer

In every training class, Empathy is usually taught.  Sometimes it's stressed, and other times it is not.  Compassion and Empathy are extremely important to a CSR.   The reason being is because the job itself consists of helping people.  Makes sense, right?

If your family member has an issue, are you not more empathetic and compassionate?  Something to note about every person you talk to is that they are an actual person.  They have hopes, dreams, and ambitions.  They are also trying to navigate this thing called life just like you and me.

When you speak to a customer, he/she usually has some sort of an issue they need help with.  It could be a billing issue, question, something isn't working, or they might want new products and services.  The most important thing is to be understanding of their plight.  The easiest course of action is apathy where you view the customer as just another call to finish.  When this happens, the customer has been dehumanized in your eyes.  Sure, you can solve their issue this way, but apathetic drudgery will make it so you miss important cues.  

However, if you view the customer as a person, and talk to them as such, your natural instinct is to make sure they are taken care of.  Not solving the issue, but making sure they are taken care of.   The difference is ever so subtle, but it makes a world of difference.  Most oft times, solving the issue is exactly what it takes to take care of the customer.  But sometimes, there are other things that are needed.  Perhaps a customer just needs to be reassured of the value of the product.  Maybe the customer wants new products and services.  Conceivably, the customer may need a little direction on how the product or service can be most beneficial to them.   Little things the customer most likely has no idea themselves that they need.

Tone

Think Quick, Act Quick, but talk softly.  Being calm and laid back controls the tone of the call.   It's also slow enough that you only have to explain everything once.   Which by contrast makes the calls faster than if you're biting at the bit to end the call, and rushing the customer.   The faster you talk, the more you have to explain yourself more than once.  The customer will also match your tone, which is a great calming technique. Listen, empathize, solve.  The customer will also feel as though they were listened to, and got it done.

The only exception to this rule is sales.  When selling, rapport is more important than controlling the tone of the call.  You match the customer's mood, and let them drive the call, then steer them in the direction of what you want them to buy.   Full Disclosure:  I'm a horrible salesman, but I'm a wonderful CSR.    Interesting how that works.

Stay on Point

Whatever the issue is, focusing strictly on that is best.  It is after all why the customer called in the first place.  A little small talk isn't bad, and for that matter, the issue itself could be the topic of small talk.  Staying on point makes a Wham, Bam, Thank You Ma'am call.

Resolution

You can't solve every call, but if you make an honest attempt at a one call resolution every time, than you will do much better than most.   Cutting corners is never an option.  You will naturally become adept to the point where you're within acceptable guidelines.  Eventually, you will be able to do the job right faster than those who cut corners.   So please just be patient in that regard.

A little humility is warranted though.  Yes, you can be a one stop shop, but if you have to transfer, than by all means.  Transfer.   Whatever is best for the customer which will solve this issue once and for all.   If transferring is one of your metrics, than by all means, please put it out of your mind.   It should be about what's best for the customer, not what's best for your numbers.

Why should you care?

Caring about your customers, and getting involved with them in an actual capacity will automatically make your life more fulfilling.   Imagine going out with a group of friends vs a group of card board cut out people.  In which scenario do you see yourself having more fun?   It's the same thing with everyone you talk to when you're at work.   Are your customers card board?

When you think of them as people, your stats are better, customers complement you more, you enjoy your job more, and everything is just a little better.  A little brighter.  And a little sweeter.   (No joke)