“How can I help you today?” I said it a thousand times for almost eight years in the call center industry and I will not hide the truth that it’s not an easy job it’s really tiresome.

Talking for eight (8) hours a day is not a joke. Even C.R. breaks is only less than 5 minutes except if it’s really the “Call of Nature”, you know what I mean (hehehe). I also need to deal with different customers with different personalities over the phone. Sometimes or most of the times they treat me as a culprit of their problem and throwing unruly words. Making me the sponge of their frustrations, well let’s include their personal problem not related to my job as a Technical Support agent. Endless struggles that call center agents like me have to endure for eight (8) straight hours a day.

But how did I survive these for almost eight (8) years in this industry?

A high paying job, YES indeed but I believe it is also for those with a tough heart. For those aspirants who wanted to try BPO industry, allow me to share these SIMPLE tips that HELP me survive day by day for years…
I hope these tips I share can be of great help if you are planning to work in a customer service environment or if you are already involved in the industry.

I am not a Pro, my aim is to help in any way I can based on my experience and make the weight of stress you might feel much lighter when you wear your headsets

1. Always bring STRESS BALL.

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It works for me. Every time, I feel my blood pressure rise up I had my stress ball and squeeze it firmly. I can’t count how many stress balls I crushed in my fist (ahahaa). It does magic, the anger dissipates.
NOTE: Always bring a spare stress ball it could save your day. Trust me.

2. Be Extra PATIENT

Being patient is not enough, bring a lot of extras. There were novice customers who wanted to create a website but don’t even know how to launch a browser (by the way I’m in the WEB HOSTING Company). There were senior citizens customers who were paranoid if their email is not working, it seems a life and death situation for them not realizing they don’t have internet connection, the reason why emails doesn’t work. These are some few of the situations you want to bang your head at the table (just kidding).

3. Don’t forget to SMILE.

Yes, smile though your heart is breaking (ahaha). Even though you wanted to shout out loud when you have long calls and the handling time is running, focus on the goal which is to provide resolution. After all, they called to solve their problem and you are a solution to them. Act like one. In short, we are like superheroes to them.

4. Keep your COOL.

Yes, complaining will not add money to our savings so we need to bend (YOGA might help )not break when we feel the stress.

5. Be RESOURCEFUL.

If you do not have the solution yet, look for an alternative, if there is none, sound like there is one. It’s not what you say but how you say it. Be honest to them but don’t leave them hanging. Leave them with options.

6. If the caller barks like a mad dog, LET THEM BE.

Don’t interrupt; let them burst their anger until they’re tired (ahahaha). Do not absorb their frustrations let it bounce back to nowhere. I remember my heart aches if the customer vent out their frustrations on me then I realized it’s not healthy for me anymore I might get a heart problem if I take it seriously. Empathize but not shoulder the weight of the world what I’m saying is we can be a listener but we can’t allow their negative views affect us.

7. It’s all about MINDSET.

I stayed this long because I have goals I want to achieve before venturing to another career path. I know it is temporary career for me, nevertheless hard works always pay off.
I am proud to be a customer service agent and I will always have my spiel with me “How can I help you today”?

How about you?

If you are working in call center industry, please add some of these tips. It would be helpful for all of us not only in terms of career but it’s also applicable from day to day basis.

I am glad to hear from you

Until next time
Donz Appetite