#1. The Operators

Operators, or virtual receptionists, are the front line of your business at the answering service, which means they are often the first impression your customers have. If your customers can’t reach a live voice when they call and are either playing phone tag or waiting (and waiting) for a call back, they’re going to get the feeling like they don’t matter. Callers who are greeted with a warm, friendly voice who can help answer their questions are 70% more likely to become paying customers over callers who reach an impersonal answering machine.

Being your business’s voice takes more skill than being able to speak. Operators utilize a variety of different skills and easily adapt to many scenarios. For example, one moment they could be speaking to a senior citizen who may need the operator to patiently help them understand a specific insurance policy, while the next call could be someone seeking legal assistance regarding delicate matters. And of course, you can’t forget the phone calls from angry customers who just want their issue resolved now. Operators have:

• Excellent listening and communication skills
• Have an amazing phone demeanor
• Can be empathetic when the situation calls for it
• Have a strong attention to detail and are able to document calls and relay messages perfectly
• Have a great short term memory if they need to document calls after the caller has hung up
• Able to keep a steady composure and calmly diffuse even the most tense situations
• Have intuition and perception to quickly determine the needs of each individual caller

Agents have to learn to maintain their composure in tough situations and decipher what the caller needs to help them as quickly and efficiently as possible. This job can be tough but it can also be very rewarding. To learn more about what makes up a good operator, check out our virtual receptionist interview!

#2. The Programmers

Simple programming changes, like swapping one number for another, can usually be done by the operator while you’re on the phone. However, a change like adding a new script path or programming a complex on-call scenario is usually done by the programmers.  A successful answering service programmer is:

• Proficient in the specific programming and/or coding terminology the answering service uses
• Able to come up with creative solutions to build a script that will work for the operators as well as the customer
• Skilled at time management and able to prioritize their workload to the account changes that are urgent, and ones that can wait
• A great communicator and able to work with the support team to clarify programming notes to make sure what the client is asking for is actually something the answering service can do effectively

If you have concerns with the quality of your calls or how much usage you’re accruing, programmers are great at offering suggestions that will help cut down on calls and and usage. As an outsider, you may be quick to set up your call script to match your in-house protocols. However, the programmers at your answering service will know best if certain call handling procedures will work or not and how to come up with a solution that is suitable for everybody.

#3. The Team Leads

Operators are people. People will make mistakes from time to time, which is why Team Leads are so important. The Team Leads are typically responsible ensuring the quality of a small operator group. One way they do this is by pulling random calls for quality reviews and helping operators improve by offering advice and additional training classes. When things get busy, they can don the operator hat and hop on the phones as well. However, their main goal is to make sure the operators are always at their very best! Team leads are responsible for:

• Keeping their team of operators on track
• Answering questions and helping operators solve problems
• Handling escalations for irate callers before a floor supervisor needs to be involved

If you’re ever concerned with how a call was handled, the Team Lead is the go-to person to help get to the bottom of the issue.  A change in the scripted call handling may be warranted or the operator may need to receive some additional training. Essentially, the Team Lead is there to oversee their specific group of team members and make sure they are operating like a well-oiled machine.

#4. The Floor Supervisor

Similar to a Team Lead, the Floor Supervisor is crucial in day to day operations. Floor Supervisors typically have years of call center experience and understand what it takes to be an operator, as well as a manager. They oversee everyone, operators and Team Leads alike, and are the last line in phone escalations to diffuse tough situations. When calls are escalated to a floor supervisor it is because the operator and the team lead have tried all they can to appease the customer, but they need backup. Ultimately, the floor supervisor accepts responsibility for everyone they employ. They will always work with you to come to a solution that is best for both parties and improve your overall quality of service. Each day, the floor supervisor:

• Provides further training opportunities for employees
• Analyzes data from days, weeks, and even months prior to ensure they are always staffed accordingly and meeting call center goals
• Identifies operational issues and works to come to a solution
• Monitors agent performance and provides coaching as needed

#5. The Support Team

The answering service customer support team is a group of problem solvers and help desk gurus. If they are troubleshooting a call, they evaluate where caller interactions went wrong and who of the above choices needs to be tapped in to help rectify the situation. If they are asked a question, like “how can I update my script?”, they have a strong knowledge of the system you’re using to lend a helping hand. A lot of the time, customer service works as a team with one or all of the aforementioned departments to resolve any issue. They bring ideas and creative solutions to the table as well. If you aren’t happy with your script, start with support! They handle hundreds of accounts every day and will have a handful of tips and tricks, suggestions and advice on how to create the best answering service experience and ultimately help your business relationship succeed. The support team is responsible for:

• Handling customer communication
• Making updates that don’t require an escalation to the programmers
• Suggesting script reviews and updates
• Diffusing situations where customers are angry
• Multitasking and handling multiple channels of communication including email, phone support and live chat
• Engaging in ongoing training about the systems they are using

Every answering service of course has their own hierarchy and their own troubleshooting process. This overview consists of the “must have” roles in the answering service business, and why they are so important to have. When you use a 24/7 answering service, it’s important to know who is behind the scenes at all times. Assembling a quality answering service team requires people who are patient, kind, adaptable, thick-skinned, creative, and quick thinking! With the team described above, you can’t possibly go wrong!

The post 5 Types of Answering Service Jobs appeared first on Specialty Answering Service.

#1. Don’t stress! Keep some items at your desk to stay calm

The hardest aspect of being a customer service rep is having to deal with upset customers. A customer service rep’s job is to diffuse a situation so that they can take down the caller’s information to get the message into the right hands. However, when someone is yelling at you for circumstances beyond your control, it can be hard not to take it personally.

Keeping calm in these types of situations can sometimes feel impossible. Luckily, we’ve found 14 products to help you stay calm. Check out the list below broken down by noise level:

Quiet: These products are safe to use when the caller is on the phone.

• Stress Balls: Unless you’re throwing them, stress balls make no sound, so they’re great to use while you are on the phone! They come in many different colors, styles and levels of squishiness so you have a lot of options. This one is one of our favorites (but it might make you hungry).
• Zen Garden: These zen gardens are affordable, quiet, and great to use for both men and women. They even come in different sizes in case you don’t have a lot of desk space.
• Fitness Hand Gripper: Work on your hand strength and relieve stress all at the same time with these fitness hand grippers.
• Lava Lamps: Chill out with these vintage lava lamps that will send you straight back to the 60’s and make you forget all about that nasty caller.
• Baoding Balls: Much like stress balls, baoding balls are a great tool to use to when you’re feeling wound up. Simply maneuvering these balls around in your hand will help stimulate acupressure points, which in turn will help loosen muscles and promote better circulation.

Be Careful: These products should be used with caution when you have a live caller on the line.

• Fidget Toys: Stress relievers like fidget spinners or other fidget toys don’t make a ton of noise, but they’re also not totally silent so you’ll want to air on the side of caution when using them while speaking to a customer.
• Relaxation Fountain: This fountain is great for the days you wish you could be next to a real waterfall some place far away. Just don’t keep it right next to your phone or your callers will probably think you’re in a bathroom.
• Magnetic Sculptures: Whether you’re on a long phone call, a difficult phone call, or both, these magnetic sculptures can help relieve stress and keep you occupied (especially if you’ve been sitting on hold). However, try and keep the clinking to a minimum so as not to disrupt your phone call.
• Sound Machines: Listening to white noise like ocean waves and falling rain can help soothe your mind and keep you focused on the task at hand. As long as you keep the volume turned low, these sound machines are a great addition to any work space.
• Newton’s Cradle: Watching Newton’s Cradle swing back and forth will be able to relax any stressed out CSR. Just be careful not to have it right next to your phone as the clinging spheres will be sure to annoy your caller.

Only When You’re Not on the Phone: These products are super loud. Definitely don’t use them when someone is on the line.

• 3D Pin Art: Remember going to the doctor’s office as a kid and playing with 3D pin art? It was soothing, fun, and ultimately kept your mind off that needle you were coming to get (even though your mom said it wouldn’t hurt). Just be careful flipping the thing over as the pins will make a bit of noise when they drop.
• Desk Vacuum: Many people find that white noise and clean spaces is calming, which is why we recommend this cute little desk vacuum. However, you definitely shouldn’t use it while you (or your neighbors) are on the phone.
• Desktop Punching Bag: If cleaning doesn’t help calm you, maybe punching something will. This desktop punching bag is great for relieving stress, but just wait until you’re off the phone.
• Mini NEOGEO: Blow off some steam in between taking phone calls with this mini NEOGEO. Nothing beats stress more than beating your high score.

#2. Trouble remembering protocol? Phone numbers? Post It!

Forgetting stuff? There’s a post-it for that. Having the written reminder in front of you not only helps you in the moment, but looking at the reminder every day will help register the instructions in your mind. In addition to instructions for certain accounts, CSR’s can use their Post Its to help them remember things like:

• Important phone numbers: Supervisors’ names and phone numbers, HR contacts, and various extension lists are all important pieces of information to have readily available. Stick your Post It right to your phone or on the bottom of your monitor so you always have those numbers handy.
• Reminders to smile and breathe: Reminding yourself to smile and breathe is sometimes necessary. We all need a quick refresher here and there, especially when we are dealing with stressful situations.
• Transitional phrases: Knowing when to use transitional phrases when speaking with a customer can help keep the conversation moving in the right direction, and can eliminate any awkward pauses. You can also download and print out our poster here for a quick reference guide.

Some of our favorite Post It Notes include:

• Fruit: These Post It Notes shaped like fruit are cute and fun, but may make you hungry.
• Tetris: Turn your desk into a game of Tetris with these sticky notes!
• Cats: Animal lovers rejoice with these sticky notes shaped like cats.

And if you’re looking for a ready made custom sticky note for your own cubicle, check out the downloads below that are sure to ‘stick up’ for you when you need a smile. See the 5 sticky notes below and download the original vector (Adobe Illustrator) file here to make changes or print them up on your own!

#3. Make it cozy and comfortable

CSRs are going to spend 99% of their jobs in their cubicle or behind a desk, so it’s important to take the time to make your work space your own. Just like you jazz up your home to make it cozy, tricking out your cubicle is just as important. Just like the Spice Girls said – spice up your life!

Having pictures of family and friends is a must. Other decorations like plants or souvenirs from a favorite vacation can help a CSR channel their happy place. If your office is a bit chilly, keeping a warm fuzzy blanket around can also help. Believe it or not, when you smile while on the phone, your positive energy radiates through and can help create a successful interaction.

Here are some of our favorite desk decor:

• Desktop Planter Vase: This desktop planter vase is affordable, adorable, and will help liven up any dull work area.
• Picture Frames: Keep your loved ones close with these collage picture frames from Ikea!
• Motivational Signs: Sometimes we all need a reminder of how awesome we are. Etsy has a great collection of fun, customizable signs that may help give you that extra push.
• Desk Organizer: This organizer will help keep all of your pens, pencils and notepads organized in one place. It’s also gender neutral and goes with everything.
• Salt Lamp: Salt lamps are the best. Not only are they beautiful to look at, but they also give off a warm, calm vibe that will be sure to soothe your tired soul.
• Neck Massager: Who said you can’t get a massage at your job? You can use this neck massager right at your desk, and it even comes with a heat setting to help loosen up tight muscles.
• Foot Rest: Kick your feet up and relax with these foot rests, guaranteed to help alleviate any extra back pressure put on by stress. These foot rests come in different animal shapes, and even double as a storage unit.
• Heated Blanket: Working while you’re cold is the worst. You can’t concentrate, your muscles tighten up, and you basically just wish you were back in bed. This heated blanket will warm you up and make you feel nice and cozy.
• Oil Diffuser: Essential oils like lavender and vanilla have been known to help reduce stress and promote calmness, while other oils like peppermint and rosemary help create focus and concentration. An essential oil diffuser is a great addition to any stressful work environment, just be mindful of your neighbors. Aromatherapy for the win!
• Gel Seat Cushion: Protect your derrierre with the comfort of these gel seat cushions. You won’t mind sitting all day since you’ll basically be sitting on a cloud.

#4. Time zone map or area code list

As an operator, you’re answering for thousands of calls a day. One minute you could be answering calls from a business in Ohio and the next call could be from California. Having a time zone map readily available at your desk can help you determine what time zone callers are located in from a quick glance, which could help save you from saying “good morning” to a caller who has already eaten lunch.

For businesses that don’t want their customers to know they are outsourcing calls to an answering service, something as simple as saying “good morning” when they should be saying “good afternoon” can be the mistake that gives them away. Being knowledgeable about where customers are calling from can help a virtual receptionist blend into their environment to give off a more localized presence.

We’ve created a beautiful Time Zone map of the United States that you can feel free to use online, or print to use at work or at your own cubicle. The map shows the 6 time zones for the United States and is available to download in .PDF format, .JPG format, and .AI (vector) format. The 6 time zones are Hawaii (UTC -10:00), Alaska (UTC-09:00), Pacific (UTC-08:00), Mountain (UTC-07:00), Central (UTC-06:00), and Eastern (UTC-05:00).

#5. Written goals

Everyone is always working towards something. Whether you’re trying to save up to purchase that new car, or maybe you’d like to win employee of the month, setting goals can be a great motivator. People who give themselves short term and long term goals that are posted in a visible place will be more encouraged to continue working hard even when the going gets tough. Seeing these goals every day can give you something to work toward and, overall, will make you want to push harder. Plus, just like the pot of gold at the end of a rainbow, the reward at the end is always worth it!

Here are some recommendations for setting up a goal attributed work atmosphere:

• Goal Planners: Progress planners are great to use to not only keep yourself organized, but also to set daily, weekly, monthly and even yearly goals. When you’re able to write down and cross off goals as you attain them, you become more motivated to reach that next tier!
• White/Chalk Boards: Whether you’re working towards a personal goal or a group goal with your co-workers, using a white or chalk board is a great way for everyone to get involved. Through tally marks, stickers, or drawings, everyone can have fun while working towards their ultimate goals. This 3-in-1 white board can help you get the job done, or, depending on how big your goals are, this cute chalkboard easel.

The post Surviving In A Call Center: 5 Essential Hacks to Trick Out Your Cubicle appeared first on Specialty Answering Service.

A considerable amount of accountability for how things go when a new CSR hits the floor falls on trainers and supervisory staff. If you’re managing a call center, it’s your responsibility to keep things moving like a well-oiled machine. That means you’ll need to check in on team leads, and ensure that floor supervisors are closely monitoring progress by listening in on calls, providing coaching when necessary, tracking Key Performance Indicators, and making themselves available for any questions that may come up during the course of the day. Do new hires know exactly where to find trainers and supervisors when they encounter a problem? Do they fully understand the escalation process if they find themselves in too deep? And is every level of management approachable and ready to listen when issues arise? If the answer is yes to all three of those questions, then CSRs have nowhere to go but up.

Anyone who has ever worked at a hectic answering service knows that handling hundreds of calls for businesses that you know nothing about will take some getting used to. And it is certainly up to the employee to make the most of what they’ve learned. That being said, we’ve put together one more training element that all new hires should be given the minute they sit at their stations. The job aids below condense a lot of training into a handful of posters that can be pinned up and referenced often, presenting helpful hints when the CSR doesn’t have the answers, when the caller is becoming angry, when empathy is warranted, and more. Having these job aids around for quick reference will enable operators to coach themselves past little hurdles and learn to be as self-sufficient as possible. The more confidence they gain with each call will make magic happen. Maybe not the first day on the job, or even the first week. But with a little patience and the right tools, every operator has the potential for excellence.

Download Materials For Call Center Training Modules

Once you and your staff have gone through the training outlined in the previous installments of this post, the next step to ensure data retention and implication is to provide your staff with a visual guide that they can refer to  while at their desks. While it wouldn’t be effective to print out the whole guide, we’ve highlighted certain modules that we feel would be most beneficial to keep handy for quick reference.

#1. BLAST OFF

Program Materials: Download and print the Blast Off Poster to place on the virtual receptionists’ stations.

• Be friendly and empathetic
• Listen carefully to capture every detail
• Acknowledge the caller’s concerns
• Speak slowly and clearly
• Take ownership of your actions
• Offer to take a message
• Follow the best path
• Focus on the issue at hand

#2. De-Escalation by Situation

Knowing how to de-escalate situations and calm down angry callers is an important trait for all customer service reps to learn.

Program Materials: Download and print the De-Escalation by Situation Poster for your agents to use as a quick reference guide on how to best handle hostile situations. Some examples on the poster include:

• Reason: Called multiple times
• Response: I’m sorry, I know this is frustrating. I’m not quite sure why you haven’t received a response yet, but sending another message may do the trick. So, let’s get your information to the office and I’ll mark it as urgent to see if we can speed up that call back.
• Reason: Refund has not been processed
• Response: I’m sorry, I know this is frustrating. I’m not quite sure why you haven’t received your refund yet, but sending another message may do the trick. So, let’s get your information to the office and I’ll mark it as urgent to see if we can speed up that call back.

#3. De-Escalation Conversation

The examples below provide a flow of conversation that you can use when the caller is becoming angry, frustrated, or upset.

Program Materials: Download and print the De-Escalation through Conversation Poster which serves as a quick reference guide on appropriate phrases to say to upset callers.

• Apologize: I’m sorry to hear that
• Empathize: It sounds like this has been really difficult for you
• Act: But I’ll do my best to help
• Thank: Thank you for letting us know about this issue
• Resolve: And I’ll make sure this gets to the right person

#4. Transitional Phrases

Dead air can be awkward. Transitional phrases are words that help carry a conversation from one thought to another, one subject to another, or one sentence to another.

Program Materials: Download and print the Transitional Phrases Poster which serves as a quick reference guide on appropriate phrases to say to a caller while you’re navigating through the customers script in the background.

• No problem. Let me get a message started for you.
• It will just take a moment for me to type this up. How is your day going so far?
• If you don’t mind, I just want to read this back to you to make sure I have all of the details.
• I definitely understand where you’re coming from. Let’s see what we can do about this.

#5. What Makes a Great Operator?

We all want great operators answering our phones. The secret is just sticking to the FACTS!

Program Materials: Download and print the FACTS Poster to use as a handout during your call center training program and for agent workstations.

• F: Be Friendly and courteous
• A: Use Active Listening skills
• C: Stay Calm (even when the caller is not)
• T: Use a pleasant Tone of Voice
• S: Use a Smooth Transition to avoid dead air

#6. When you Don’t Have the Answer

Below are some phrases to use when the script or FAQs do not fit the reason for the call.

Program Materials: Download and print the When You Don’t Have The Answer poster to use as a handout during your call center training program and for agent workstations.

• You know, I’m not sure about that. Let me take down your information, and I’ll look into it for you.
• I don’t have that information in front of me, but I’d be happy to have someone follow up with more details.
• That’s a great question. Let me send a message along for you so that we can get you the right information.

#7. When Your Emotions are Escalating

Empathy is a key to being a great call center agent. You just need to stay CALM!

Program Materials: Download and print the CALM Poster to use as a handout during your call center training program and/or a poster for agent workstations.

• C: Change your perspective (put yourself in their shoes)call center
• A: Adjust your attitude (use a softer approach)
• L: Listen to their concerns (focus on the issue at hand)
• M: Move towards resolution (steer the call in a positive direction)

The post Call Center Training Program Part 3: Materials and Modules appeared first on Specialty Answering Service.

#1. Create a training binder, and record companion video tutorials.

If you have nothing else in your training program, you should, at the very least, have your call center training material in one spot. We recommend each agent have a procedures binder with step-by-step instructions on how to do pretty much everything that call center staff will do on a daily basis. The more detailed the tutorials, the less likely that the employee will find themselves at a loss and inclined to ask questions. Sure, they may have questions on the “why,” but ideally, the right training material shouldn’t leave them with questions on the “how.” In fact, with self-study of written tutorials and a few minutes spent reviewing basic video walk-throughs of common procedures, new hires may almost be able to train themselves.

Works well for: This technique works well for individuals who learn better by reading on their own. 

#2. Spend a good amount of time in the classroom, where group discussion can help elaborate on critical points.

When call centers are hiring, they’re usually bringing on several people at the same time. Classroom training courses can be valuable not only because it’s the fastest way to give staff the same instruction in the same way, but also because it is a great forum for questions that everyone else may be thinking and only one person isn’t afraid to ask. Instructor-led training is essentially a live version of what’s in your training binder, and elaborating on the “why” of key responsibilities may be the extra step that helps new hires commit pertinent details to memory.

Of course, every teacher has their own style; however, certain elements must be uniform, across the board. Speak clearly, and ensure that your volume is loud enough to reach the back of the training room. Pause at the end of every topic or throughout discussion on complex processes, and ask if anyone has any questions on the material. (If you wait until the end, people may forget what they wanted to ask.) And always refer back to the training binder. You might have consolidated a variety of tutorials into one PowerPoint presentation, so it’s important to remind new hires that they have all the answers at their fingertips.

Works well for: This technique works well for individuals who learn better by participating in group discussions where they can feed off of other people’s ideas and questions.

#3. Use scripted role play and improvised “what if” scenarios to offer customer service representatives an opportunity to work through sticky situations without having any adverse effects on your clients.

Remember when you were in middle school and the teacher would ask for volunteers to read aloud or assist with an experiment? Well, those are really helpful techniques for adult learning, too. Role play for call center training is a great way to get new or seasoned agents exposure to unfamiliar situations. Take a few hours of classroom learning, and dedicate it to running through real-life examples of scenarios that call center staff will likely encounter multiple times throughout the course of their employment. One way to do this is to transcribe actual phone calls that quickly went south, and have two employees read the script – one as the caller, and one as the operator.

First, go through the script as-is, and tout this as a prime example of what not to do. Then, ask the employees how they would do things differently. “What if” you find yourself in this position? What would you do or say to produce a more positive outcome? See what they come up with on their own, and be sure to provide specifics on how their supervisors would expect them to manage challenging calls. The more of these “do this, not that” situations that you go through, the more comfortable new hires will feel when they find themselves in similar circumstances.

Works well for: This technique works well for individuals who learn better by using a more hands on and intuitive approach where they can develop their own process.

#4. Set aside time for every trainee to shadow their colleagues and watch what they’ve learned in action.

Every call center should have headsets or phone monitoring capabilities that enable trainees to listen in on calls without being heard. This is a vital piece of the preparation puzzle – driving knowledge home by seeing and hearing what is expected of them in action. After the training binders and tutorials, the classroom education and role play, you’ll want to pair new hires with your best representatives so that they can get a feel for how the call center software works and what approaches ensure a top-notch customer experience.

It’s also a good idea to have them shadow several employees that may have diverse yet equally effective communication styles. That opens the door to outside-of-the-box solutions, thinking on their feet, and recognizing that there may be a bunch of ways to garner the desired outcome depending on how the caller presents themselves. Shadowing is an invaluable tool, taking what they’ve learned from second-hand experience and assimilating it into their own approach once they’re ready to field calls. Whenever possible, encourage trainees to ask questions in between calls if something comes up that is unfamiliar or confusing. Better to take a moment to work out minor issues before they turn into major issues down the line.

Works well for: This technique works well for individuals who learn better by watching someone else.

In the process of trying to teach staff about soft skills, empathy, and navigating difficult situations, it’s imperative that you don’t lose those skills yourself. So, however you choose to educate your customer service representatives, make sure they know that trainers and supervisors are there to provide additional instruction and support, when necessary. Outstanding leaders are available, approachable, and always ready to lend a hand and contribute to every new hire’s transition from timid trainee to call center success story. The stronger the leader, the stronger the team!

Don’t miss part 3 – putting it all together on the call center floor.

The post Call Center Training Program Part 2: Training Techniques appeared first on Specialty Answering Service.

In this 3-part series, we’ll help take the guess work out of answering service industry training, starting with a thorough review of the role that soft skills and empathy play in keeping clients happy. While phone skills, attention to detail, and a professional demeanor are second nature for some, for others, comprehensive soft skills training is an essential element in bringing out the best in your staff. And that’s what we’ve created in Soft Skills & Empathy 101.

The more equipped staff is to handle themselves appropriately in any situation, the more confident they’ll be on every call, and the better you’ll look to current and prospective clients. So, feel free to download and incorporate some or all of SAS’ soft skills handbook into your existing program, and stay tuned for part 2 – training techniques to fit every learning style.

Call Center Training Program: Soft Skills & Empathy

The first part of our call center training course will take you through the fundamentals of basic terminology that all CSRs should be familiar with, to what makes a great operator and some various skills and procedures that all CSRs should come to master. See below for the program outline and follow down the page for downloads emphasizing specific skills like de-escalation pointers and transitional phrases.

Program Materials: Download the Power Point Presentation to use during your training class.

#1. Basic Terminology

• Empathy
• Sympathy vs. Empathy
• Tone
• Active listening
• Transitional phrase
• Soft skills

#2. What Makes a Great Operator?

Just stick to the FACTS!

• F: Be Friendly and courteous
• A: Use Active Listening skills
• C: Stay Calm (even when the caller is not)
• T: Use a pleasant Tone of Voice
• S: Use a Smooth Transition to avoid dead air

#3. Using Your Experience as a Guide

• Think about your own experiences contacting customer service
• How did you feel?
• Put yourself in the caller’s shoes

#4. When Calls go Well, What is the End Result?

• Customers will leave the call without a doubt that they are in good hands
• Customers will feel valued and validated
• Businesses will be able to retain customers and build new relationships
• Businesses will see increased revenue from happy customers
• Operators will receive positive feedback
• Operators will inspire excellence among coworkers

#5. The Importance of Staying On Script

• Scripts are programmed a certain way for a reason and should be followed as best as possible
• It may be acceptable to go off script in some circumstances, like if you’re answering a question or providing reassurance to a caller.
• It’s okay to ad-lib some expressions and phrases such as: “Thank you”, “I’m here to help”, “I’ll make sure this gets to the right person”, etc.
• If you’re going off script, it’s important to keep things moving to reach the end goal, which is to get the message through.

#6. Soft Skills and In-Call Procedures

• Active listening for accurate message taking
• Placing the caller on hold
• Transferring the caller
• Fielding questions using the FAQs
• Accessing external calendars or websites

Ready for more? Continue to part 2 of our series where we explore 4 call center training techniques and best practices.

The post Call Center Training Program Part 1: Soft Skills and Empathy appeared first on Specialty Answering Service.

When most people think of stressful jobs, careers like firefighters, surgeons, police officers, and rescue workers come to mind. However, one of the tensest working conditions involves sitting at a desk and talking on the phone; yes, the telephone answering service operator. If your business is healthy, then calls will come in continuously. So call center operators are faced with an unending stream of work, 24 hours a day, 7 days a week and 365 days a year. And that makes the call center environment extremely taxing.

Operators will tell you that during peak times, calls come in frequent, overwhelming bursts. Although there may be an occasional declination in the volume of incoming calls, this does not automatically imply a break for operators; staffing is usually decreased proportionately to match the lessened volume during these periods. Whether the call volume is on an upsurge or in a lull, it does not change the nature of the calls themselves. Call center operators are often bombarded with irate callers, and as a result, employee absenteeism and turnover are prevalent in this low-paying industry.

The life of a call center operator can be stressful and isolated. The job does have its share of benefits, though. A fast paced, high-energy environment can be quite rewarding. Additionally, the around-the-clock nature of the business provides numerous options for shift workers. Nevertheless, as with any position, there are days when you feel like ripping your hair out.

To help prevent an industry-wide baldness epidemic, we offer these 21 tips on how to relieve the stress of your occupation as a call center operator.

1. Relax.

Sit back, take a deep breath, and clear your mind. You’re going to be dealing with people from the time you sit at your desk until the time you clock out, so just take it easy.

2. Don’t take it personally.

On the phone, you’ll have to deal with many rude people; it’s not a matter of “if” some of your callers will be rude, but “when” and “how many.” So why fight the inevitable? Let them be rude. Just be polite, apologize for the inconvenience, and keep smiling. Separate yourself from the situation. Avoid internalizing. After all, they’re not angry with you, so don’t let them get to you. Chances are you will never hear from them again – so keep their problems, needs, and requests at arm’s length.

3. Leave home at home.

Everyone has personal problems. Let them stay personal. Bringing these issues to work will only compound the problem. Think of your workplace as a mini-vacation from screaming children, dirty dishes, and crazy spouses – the list goes on.

4. Work at work.

The same rule applies from the very second your shift is over. At the end of the day, drop those unresolved problems at the time clock. Don’t worry about unfinished work. It will still be there tomorrow. Remember, Rome wasn’t built in a day, so it’s ok to leave a few things on your desk. When you are at home with your family, be in the moment. Forget about the office altogether. Compartmentalization will help you keep work-related stress from spilling over into your personal life, and vice versa.

5. Take your breaks.

This is scheduled time off, so make the most of it. Relax. Take your shoes off, put your feet up (ok, well, maybe not literally). Go for a walk, find a book, listen to some music; those 15 minutes are your time to get away from your desk. Enjoy every moment, because soon you’ll be back on the phone.

6. Stay hydrated.

Make sure you drink water and lots of it. Though it may not seem so, being on the phone that long can take a toll on you. You need water to function successfully, both mentally and physically. The more water you drink, the stronger your performance (and the less likely you’ll be coughing into callers’ ears because your throat is dry). Furthermore, who knows, it may increase the number of bathroom breaks you end up taking.

7. Get away for lunch.

Unless your employer makes a habit of chaining you to your desk on your lunch hour, go out and get something to eat. If you pack a lunch, sit outside if weather permits. Even if you can only get as far as eating in your car, go for it! Turn the radio on. Bust a rhyme. Enjoy your long break outside the four walls of the call center, and take advantage of that hour to unwind. A little time to yourself can help you power through the rest of the day. And you have earned it.

8. Personalize your workspace.

Transform your workstation into a happy place that you can call your own. Pictures of family, cartoons, calendars, and small plants can make your space feel like home. Maybe even a few fresh flowers or a little desk lamp – whatever it takes to perk up your partition! You live in a cubicle 8 hours a day, so make the most of it.

9. Stay organized.

Clutter is often a major factor contributing to stress. Eliminate it. Don’t be furiously searching for something you are sure you put “right next to the mouse pad.” Organize your area. Knowing where everything is will make work less stressful, and make life much easier.

10. Optimism.

Bobby McFerrin said it best. Don’t worry, be happy; after all, you’re employed. These days, many people are not as fortunate, so, on some level, be thankful. Although it might feel like a minor consolation, being stressed about a job is usually better than stressing over being unemployed. Stay positive. Be polite and be professional. If you think or act like your job is going to be awful, it will be. Keep an air of optimism about you. If you keep a “glass half-full” mentality, your job won’t be as grueling. Take a cue from Monty Python, and always look on the bright side of life.

11. Recognize your triggers.

The first step in tackling stress is figuring out what it is that is causing you such duress. Self-awareness is an important component in becoming a better person and a better employee. If something is bothering you, you can choose to ignore the source or fix the problem. After you have identified your triggers, do what’s necessary to get rid of them one step at a time.

12. Curb caffeine intake.

Everyone loves a cup of coffee or two (or three or four…) to get them through the day. Recent studies have shown that coffee has long-term benefits for brain and heart health, and has a positive effect on mood. But you know that old saying, too much of a good thing can make you sick? Well, too much caffeine can actually jack up your heart rate and increase your stress level. How productive will you be if you’re on edge from a caffeine binge? So, if that coffee mug is usually superglued to your hand, then pry it off, and try to switch out a cup or two for flavored water, herbal tea, or some other caffeine-free option.

13. Do your job.

You are a call center operator, so you might as well be the best darn operator your call center has ever seen. Do your job and don’t worry about what everyone else is doing. Always take pride in your work. Be all that you can be! Hard work leads to recognition by your superiors, and heck, maybe even a bonus. A successful day on the job is a stress reliever in and of itself.

14. Alcohol, tobacco, and other drugs DO NOT relieve stress.

On the surface, these vices may seem like the perfect way to mask that anxiety. They aren’t. These habits only serve as a temporary fix; they don’t resolve your issues, they just cover them up. And then what do you have? More stress. In addition, these substances put your physical well-being in jeopardy. So, just say no. Your body will thank you.

15. Realize you can’t control everything.

What goes on in the call center is often a result of circumstances beyond your control. The types of calls, the call volume, and the conditions may line up to create the perfect storm, causing chaos in your contact center environment. You can’t be Superman and solve every problem, but you can do whatever is in your power to help as best you can. When you accept that every profession has limits, your job won’t be as tough on you.

16. Live a healthy lifestyle.

Take a walk on your break, eat correctly, exercise, meditate, get plenty of sleep, and stay away from harmful substances (see #14). A healthier lifestyle leads to a healthier you! The better you feel, the less stressed out you’ll be. Take care of yourself – mind, body and spirit.

17. Surround yourself with things you love.

This includes on and off the clock. As previously mentioned, at your desk, create a sense of happiness and peace, an environment you will enjoy going to each day. At home, surround yourself with things you love. Whether it’s family, friends, sports, music, books; whatever the case, if you love it and it makes you smile, fill your life with it.

18. Take a day off.

It’s as easy as that. Schedule a day, in advance, where you can just stay home and relax, fit in your “me” time, and recharge your batteries. Take a day trip. Get a massage. Whatever you do, imbue your “mental health day” with as much relaxation as you can fit into 24 hours. It’s well-deserved time off. Use it to the fullest.

19. Stretch.

Stretching is one of the simplest stress relief methods out there. Get out of your desk chair and stretch to lengthen those muscles. Walk around for a minute. Sitting in a chair 8 hours a day can wreak havoc on your circulation. So stretch from head to toe and get your blood pumping. It will energize you!

20. Don’t worry.

You get up, you go to work, and you go home. You are not there 24/7, and you won’t be there your entire life. Avenue Q seems to put it best, “Don’t stress, relax, and let life roll off your back. Except for death and paying taxes, everything in life is only for now.” It’s just a job. So you work hard, you put your best effort into every task, and at the end of the day, you let go. Don’t let workplace tension tear you up inside. Life is too short to be angry and frustrated all the time.

21. Smile.

Remember: life is a journey. Enjoy the ride…

Sources:

1. https://www.apa.org/practice/programs/workplace/phwp-fact-sheet.pdf
2. Rosch, P. J. (Ed.). (2001, March). The quandary of job stress compensation. Health and Stress, 3, 1-4.
3. American Psychological Association. (2009). Stress in America 2009. Retrieved from https://www.apa.org/news/press/releases/stress-exec-summary.pdf

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