Call Centre Experience



Call Centre Experience

(1) Being Knowledgeable of the Products/Services

Before I started there, I had to experience other required here, but they are so different and there were few who have asked to speak. So I thought I read it once was. It all began when I was looking for a job, no matter what, really, because I do not get ALG, because I used to own and still did not meet the requirements. In a Call Centre, I wanted to work only when there is inbound. But then, when I went to the interview date, but it was outbound, but not lots, but newspapers and I said, well, yes I have nothing to lose. Since I have experience in Sales, already on the phone, but not in a Call Centre but generally in sales, we agreed on the jobs matters.

When I started work here, we were initially more than 30 people and were gradually less and less as the time passed. The first day we introduced ourselves first before all, and were taught, because of privacy and so were briefed and given several short documents. The documents were the newspapers, that is what they were and the data that you need, so prices, reference periods, publisher, etc, then an interview guide, information on the premiums for the reader, and so a few tips on how to objections the customer responded. My initial time was spent by going through various training sessions. I also had a chance to talk to my peers on how to conduct work.

From 2005 to 2007 I was a customer service technical support representative for AT&T. During this time I had to assist customers who had problems using or installing their DSL Internet service. There are many complicated components within the telecommunications network that produce the DSL Internet for our customers. Being knowledgeable of the network routers, authentication methodology, and frequency modulation technology that produce a data connection without interfering with the voice connection is essential to making the service work properly. As a customer service representative it was my role to have this knowledge, use it, and convey relevant portions of it to the customer so the customer could use their DSL.

3 Learning Outcomes

The first learning outcome for me was that the proper training on the AT&T services helped me to assist the customers in more convincing manner. While working as a customer service technical support representative I was able to persuade the customers regarding the AT&T services more accurately as well to develop the brand loyalty.

The second learning outcome for me is that I now have the firm believe that the call center agent is trained for the activities with which he has to do mostly. For me, the training lasted 4 weeks. In the training and then after that there is a so-called coaching. As one learn the correct phone and one get even more helpful support and advice if one do not know what to ...