You won’t understand everything in one day, so don’t try to. Everything will be new and different, different PCs, different systems, different procedure… I think you understand when I mean different. The best thing for you to do is take it one step at a time,ask questions and don’t be afraid to ask for help. You should remember that everyone at some point has been in your exact situation.
Try not to take things to heart. Sometimes you will encounter an angry customer, it’s only natural people get stressed and angry when they don’t understand what is going on. The best thing to do is explain as much as you can, if you don’t know tell them you will find out. Try and keep a cool head (I know this can be hard) but remember they are only on the phone and it will be alright in the end.
Keep hydrated. This I think is pretty much common sense, but it can be easy to forget to drink plenty of water. You need to remember to drink because you are not only talking to people on the phone A LOT you may also be asking questions to your colleagues. Not only that as you are working on a computer most of the time you need to make sure you keep any headaches at bay, screens + talking + lack of water will = Headaches. Your colleagues need you to be healthy and happy!
Don’t beat yourself up if you make a mistake. Remember you are not a robot and you can only do as much as you can do. It is inevitable that mistakes will be made, all you can do is learn from them. If you are unsure ask questions, ask a colleague for their thoughts or better yet ask your supervisor. I’m sure everyone has made mistakes and will continue to make mistake … just try not to make too many.
If you are stuck for something to do ask for some extra work. If you feel like you have completed all your tasks you can always ask your supervisor if you can do anything extra or if they can see what you need to do. At the beginning you may not understand your role fully and may need guidance on what tasks to prioritize. Your supervisor is there to assist you with anything you may need help with.
Well there you have it, a few things I think may help you in your new journey to working at a call center. It’s a lot of fun really, you will always find something new or have new and interesting questions asked which keeps it unpredictable. Have fun and good luck!