Common contact centre agents scenarios
If you’re a contact centre agent you’d be surprised how similar other contact centres are to yours.
Sure the calls might be different, but you’ve still got to deal with customers, you’ve probably got a manager who is on your case all day and your systems are probably driving you crazy.
And despite how hard you work, there always seems to be more work coming your way.
But on the plus side, you’ve probably met some awesome colleagues who make coming to work fun!
So regardless of what call centre you work, I’m pretty sure all contact centre agents can relate to these scenarios.
5 GIFS that all contact centre agents can relate to:
1. THE MOMENTS IN BETWEEN CALLS ARE PRECIOUS
Run to grab something to eat, have a drink, head to the toilet, finish the conversation with your colleague, whatever it is – just do it quickly!
Chances are if you are employed to work in a call centre you will be spending a lot of time on the phone.
In fact its the job of the workforce management team to ensure contact centre workers spend around 85% of their entire shift talking to customers.
But of course, even they can’t accurately predict when every customer is going to call so whether it’s through good luck or planning, there are the odd times that there are zero calls waiting to be answered.
So what do you do with those precious moments?
Grab a drink, eat some food or get something off the printer – whatever it is you’ll find yourself going 100% to get it done!
We also got some ideas off other contact centre workers about how they kill the time in between calls.
2. YOU KNOW HOW TO DO TEN THINGS AT ONCE
From identifying the customer correctly, leaving the right customer notes, entering wrap/line of business codes, using the customers name, focussing on your average handling time, entering customer details, operating multiple systems, using two screens and more all while trying to provide a quality customer experience its no wonder the job is exhausting!
3. YOU’RE AN EXPERT AT ACTING
Got the winning lotto numbers?
Can you put a million dollars in my bank account?
Sure it was funny the first time you heard it but hearing it multiple times a day is enough to drive you insane!
Yet you put on that fake laugh and make the customer feel like you’ve never heard that one before.
4. SPEAKING OF ACTING…
It’s our job to be nice to on the phone. After all, that’s what we get paid to do.
But that doesn’t mean we actually like you or would spend any more than a millisecond paying you any attention in the real world.
But because we take our jobs seriously, we’ll always act professionally while we are talking to you.
Once we disconnect, however…
5. YOU’LL MAKE FRIENDS FOR LIFE
Whether its because we are all thrown in the deep end together or that we are united in dealing with the same crap every day one thing is for sure – contact centre workers meet and make some awesome friends!
- Read: 7 Things only a call centre agent would understand
- Search for upcoming courses, conferences and networking events for contact centre workers on our Events Calendar
- Search more of our funny articles on call centre life