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)

Distinguishing between Call Centers. Morality, Ethics, and Integrity. (Prologue)

I've worked in 8 call centers over 15 years.  Since it's slow today, I figured I would muse a little.   This is an overview of call center work, and each point or topic contained has an essay planned for it.   The main focus for the overview is simply to encourage having pride in what you do, do a good job, and to be the master of your own universe.

Many people look down and/or up on call center jobs depending on their lot in life, and level of arrogance.   It has been said that Call Centers harvest the unused intellectual employee base, chew them up, and spit them out.  There is some Merit to this, but you can also use call centers for a leg up.

Those that look down on Call Center jobs usually view them as easy to get because call centers are always hiring the peasants.   Those that look up at them tend to see them as lazy work.   Grass is Greener Lookers tend to skew things to their own fantasies, and quite frankly, have no idea what they're talking about.  You'll see them come in, be lazy, and then be gone.

The fact is that working in a call center is extremely difficult work that's more often than not, highly stressful.   Starting from the bottom, you are asked to learn an ungodly amount of information, and then put that information to use.  2 weeks in a classroom at 8 hours per day plus 2 weeks Y jacking or shadowing is the equivalent of earning an associates degree when you tally up the hours.  Then you have a sink or swim learning curve of a month or two where you learn to utilize all the information they just crammed down your throat.   If you can make it through that, congratulations, you're useful.

Suggestions to make the most of your job.  

1.  Love your customer.  If you are truly empathetic and compassionate towards your customers, and do everything in your power to resolve their issue, your value will only increase as a CSR.  Not only that, but your work will be better, and you will enjoy it more.   Sometimes it can be easy to fall into the trap of  getting into the factory mindset where you're on the proverbial assembly line dealing with each call passively.  In other words, customers are just customers, and not humans.  Each Customer is a human being with hopes and dreams.  They have an issue, and you can solve it.   If it helps, just imagine you were in their shoes.  I'm sure you've had issues before, and had to call someone.  Treat them with dignity and respect, and they will treat you the same way.

2.  Confidence.  You are a professional that knows much more about everything than the customer.  Walk tall, and carry yourself well.   Be proud of your accomplishments, and use them.

3.  Don't be afraid to pat yourself on the back.  Everyone at work only sees you in a cubical.  Most have absolutely no idea how hard you work, or don't work.   If you do something fantastical, tell the story to whoever is around you.  Not too often, but when it's fantastical, it needs to be shared.   Otherwise to most, you're just a seat warmer.

4.  Work on one stat at a time on a weekly basis as a personal goal.  All the metrics are important, but just focusing on one makes it easier.  For example, working 'solving the issue' the first week, AHT the second, Sales Metrics the 3rd if they are part of it, and so on.   Your stats will be the best if you are always focusing on just one of them and rotating.  You can do it daily as well, but basically, if you work on one thing constantly for a day or week, then when you are focusing on something else, you will naturally be much better at what you previously practiced.  Rotating them over and over, and eventually, nobody will hold a candle to you.

5.  HAHA, you're going to love this one.  Don't worry about stats. I know what I just said. Your supervisors, managers, and the company itself will breathe down your neck about stats, and constantly try to get you to give them better stats.  It doesn't matter where your stats are, they will constantly pressure you for better stats.   If you focus on #4, then they will be great.   Not letting them pressure you will protect you from a great many things including workplace bullying, burn out, and being bitter about your job.   For that matter, if your stats are always above average, a good boss won't even bother you about stats.  Their pressure is just them trying to set your pace for you, and they want you to run.  Set a good pace yourself that's steady, and you won't have any problems.

6.  In tandem with #1, love your co-workers.  Be happy to see them, and talk to them.  Greet them every day as you pass.  (If they aren't busy)  One of the major benefits of call centers are the sheer amount of people you will meet, and know.  Your references will shoot through the roof.   Use linked in.

7.  Deal with the stress.   Call centers are a high stress environment that many can't handle.   That's why they hand out stress balls to squeeze.   Never be afraid to take a day off and relax if you're really feeling the pressure.  You can even be honest about it.  When you call in, let your boss know that the pressure is getting to you, and you need to decompress. Communicating that to your boss helps a lot.  Do your best not to take work home with you, or bring home with you to work.   Hang out with friends, and blow off steam however you like to do that.   Never be afraid to take a day off if you are physically sick.  Working in a bull pen means a contagion will spread through the office like wildfire.

8.  Enjoy your job.   If you don't, leave it.   Seriously.  Life is too short to work at a job you hate.  Just make sure you actually hate it.   I'm talking about a seething hatred to where you waking up fills you with dread at what you know is about to happen for 8-10 hours.  

9.  Learn.   Try do do everything yourself, and whine, bitch, and moan when you don't have the permissions to do something.   You'll very rarely be rewarded with the permissions you need, but the reputation you will have will be second to none.  Learn other departments, and get put in their queues, learn Microsoft office, learn  anything you can about the job.  The more you learn, the more you will have free reign to do whatever it is that you want to do.

10.  Smile, and go slowly.  Yes, you can do everything with speed, but don't run.  Type fast, think fast, but be as laid back as you can.  It's a tough skill to master, but what happens is people around you will take cues on how to deal with you.  If you're wound up tighter than a snare drum, they will approach you on egg shells, or try to pop you like a balloon.   Professional, quick, and laid back tells everyone you know your stuff, and you make the rules.   Really, that's how it looks, and is.

11.  Learn both Customer Language, and Shop Talk.   Speak conversationally to both customers and co-workers.   It takes practice, but you'll be able to speak both languages flawlessly and conversationally to whoever you need to speak with.   Don't worry about not talking when a customer is on the line, and if you are, feel free to tell them exactly what you're doing in customer language.  It makes them feel included.

How to tell if you work for a "Good" Call Center or Company.

Different companies do different things, and some are great.  Others not so much.   Here are some tips and tricks to help you navigate the various call center companies.  Workers like you that can handle these jobs are in high demand, so don't sell yourself short.  You get to pick and choose.   If you decide a company is not worthy, be sure to give 2 weeks notice, and ask your friends point blank if they would give you a good reference.   Most will.   It helps if you search for another job while you are working.  But 2 weeks notice for sure.

1.  Gauge the company in various things.  This may take a month or two, but you can do it.   Gauge the culture to see if it's right for you. Is the customer or employee the #1 focus, or is it numbers and sales?  What is the general culture on turning a blind eye to unethical things?   For example, not explaining the right of recision on a contract or any accompanying fees that go with it while a customer is signing it.   How does the company handle issues where the company is at fault, and the customer is not?   What are the motivational tactics of the company?  Are they positive or negative?   What are your incentives to perform?   Is management candid with you, or do they feed you a line of bull?   (This one is tough because management will always say something with a smile, so do your best.)   But within the first 3 months, be sure to gauge the company.  

2.  If you can swing it, try to work directly for any company.  If you are their direct employee, you will most likely be treated much better, and the whip gets cracked much less.   However, there are some Great 3rd party companies to work for that look out for you quite well.   Your permissions will be lower with them, and generally, the work will be harder, but there are good 3rd party companies.  The one benefit a 3rd party company has is the ability to switch you to a different project when one project dries up as opposed to being laid off when you work directly for a company.

3.  Be on the look out for work place bullying, and be a fair judge on how much it's employed, and by who.   Each place is going to have it's bullies.  A good company will not tolerate that behavior, and the bully will hide it.   A not so good company will encourage that behavior.  Work place bullying or work place abuse consists of, but is not limited to: devaluing or disrespecting an individual, or trying to make you believe that you're not at all important.  Changing up your schedule without your agreement to do so.  Harassment, or micromanaging.  Overevaluation, or manipulating your stats to focus more on the negative.   For example, a boss may not like you, so every little screw up you do will get a mark in your evaluation.   Even the best call could be marked down on a tripped word or two, and it's usually done to justify downsizing or not give raises.  They can blame it on your poor performance even though your doing a good job.  If they manipulate your stats to make it look like you're a constant failure, they can fire you, and not even pay unemployment.  Preventing access to opportunities, or not being told about them when others are.   Having your opinions and views ignored.  Withholding information which affects your performance.   For example, not telling you about a change in policy, and then writing you up for it or making you look bad when you screw it up later doing it how you were originally taught.  Being given an unmanageable workload.  They will give you way more than you can handle so that you'll bust your ass doing everything you can to get it done only to fail.  They get more work, but you burn out.   Being Humiliated or Ridiculed with regards to work.   Spreading Gossip, or expecting you to spread it for them.   Humiliation and Ridicule for a person's private life.   **IMPORTANT**  If 3 or more of these tactics are being used by a person, than that person is a bully, and not a good person.  If 3 or more of these tactics are used by someone in authority, than it's a bad sign.   If 3 or more of these tactics are used by quite a few bosses, than it's a horrible company to work for.

4.  In direct opposition to #3, you can tell if a company is a good company if they are willing to cancel contracts for the good of the customer if warranted.  Obviously you don't want to give the farm away, but I've worked for companies that have bent over backwards to make sure their customers are taken care of.   Does your company look out for you?   A good company will take your concerns, schedule requirements, and various other things into consideration, and work with you.   Do you work with mostly one faced people?   You can tell this by not having to worry if there are any hidden meanings behind what most people say.    No reading between the lines.   Are your questions answered accurately, and expediently?   Are you encouraged to ask questions?   Is your boss laid back, and lets you get away with things that aren't a problem?  (Like me writing this in between calls?)   Does your department try and have events?  Even if the company is a tightwad, potlucks can be had.   Are you treated with dignity and respect, and not like a child?   Are office pranks light hearted, and in good humor?  Good companies like this most certainly exist, and I'm sure that you are gauging where your company is.  If you have a good company, than you're doing really well.

How to deal with workplace bullying.   If it's one person, let them get away with it once.  The second time, bring it to their attention, and let them know that behavior is unacceptable.   You might have to stand up to them a few times, but they will most likely quit harassing you.  If they do not, than talk to your boss.  If it's your boss, than talk to their boss.  If that doesn't work, than it's time to leave.  Do NOT go to HR unless it's a really good company.   HR does not exist to advocate for you.  They exist to advocate for the company, and your boss, and boss's boss are more important than you.   However, if you work for a good company, than you won't have to go very far to make it stop.   But make sure you have a good case that's documented, and give a good presentation about the behavior, and why it's unacceptable.

Gauge your company, and if the company itself is toxic or abusive, than by all means, get out of there.   In my experience, 3/4 call centers are decent.  1/8 are extremely good, and fit #4 to a T.   After that 1/8 are horrible, and fit #3 to a T.    I've worked for them all.   If it is a #3 company, and going to work just fills you with dread and fear, than you are being abused.  If that's the case, I can guarantee you that a #4 company wants you.   After all, the only reason a company has to make you feel worthless is to make you hopeless that nobody else will want you.  Classic Battered Syndrome.

Here's the most important piece of advice I can impart to you.  I've already laid out how you can make the most of your job, and allow it to be a great tool for you to get ahead in life.   I've also spelled out what to watch for so you don't become a corporate slave feeling like you're owned.    But the most important thing is this.

Be proud.   Your job is not easy.  After a while, you can make it look easy, and it will become easy for you.   But call center work is an art, and you are an artist.    Hold your head high, respect others, and demand respect as well.  You deserve it.

Cheers.