Guile
Nov 22, 2007, 07:40 AM
Well, I'm not necessarily a call center newbie but anyway, I just wanna have an idea about the various accounts there are in the industry just so that I can have an idea where I'm better suited.
I used to work for a console account (you guys know what I'm referring to), and in my opinion, that account really worked for me. The training was light, there aren't too many irate callers, etc. It's basically fun.
For some reason (which I would no longer wanna expound), I have to move to another call center. I was assigned to a DSL technical support and my mindset wasn't able to adapt to it for so many reasons:
1. There was too much information overload on the everyday lecture and I'm not that able to catch up, since a lot of the lecture materials cannot be sent home due to a confidentiality clause from the company's account I'm assigned to.
2. The trainer sucks (which is a bit expected for a technical support trainer)
3. All the programs we're using don't have a "dummy" version. Hence I wasn't able to manipulate them that much because when we're using it, it's online and it can tamper the customer account.
4. We even receive calls that are beyond the scope of our responsibilities. Heck, I'm still figuring out the scope of MY responsibility. Shouldn't the customer have an initial option of choosing the appropriate number when hears a voice prompt?
5. It's the last day of training and we haven't even used the phone because it's in software mode and if we open it, it will be receiving calls automatically (that's similar to AVAYA's auto-in). I can't believe we'll have our first feel of it on NESTING period.
Anyway, my English speaking skills is good. Maybe not to the level that the US 101 instructors have, but at least I don't have glaring problems from that aspect. And I enjoyed the 1st account I've worked with so I don't think I'm a shabby learner either (in product training), I guess.
But I'm having thoughts in taking a shot again at an account similar to my latter work.
Any suggestions? Eventually, I may pursue sales, but I don't think my skills at persuasion is that convincing yet.
I used to work for a console account (you guys know what I'm referring to), and in my opinion, that account really worked for me. The training was light, there aren't too many irate callers, etc. It's basically fun.
For some reason (which I would no longer wanna expound), I have to move to another call center. I was assigned to a DSL technical support and my mindset wasn't able to adapt to it for so many reasons:
1. There was too much information overload on the everyday lecture and I'm not that able to catch up, since a lot of the lecture materials cannot be sent home due to a confidentiality clause from the company's account I'm assigned to.
2. The trainer sucks (which is a bit expected for a technical support trainer)
3. All the programs we're using don't have a "dummy" version. Hence I wasn't able to manipulate them that much because when we're using it, it's online and it can tamper the customer account.
4. We even receive calls that are beyond the scope of our responsibilities. Heck, I'm still figuring out the scope of MY responsibility. Shouldn't the customer have an initial option of choosing the appropriate number when hears a voice prompt?
5. It's the last day of training and we haven't even used the phone because it's in software mode and if we open it, it will be receiving calls automatically (that's similar to AVAYA's auto-in). I can't believe we'll have our first feel of it on NESTING period.
Anyway, my English speaking skills is good. Maybe not to the level that the US 101 instructors have, but at least I don't have glaring problems from that aspect. And I enjoyed the 1st account I've worked with so I don't think I'm a shabby learner either (in product training), I guess.
But I'm having thoughts in taking a shot again at an account similar to my latter work.
Any suggestions? Eventually, I may pursue sales, but I don't think my skills at persuasion is that convincing yet.