When coaching at different 'Customer Service Call Centers' over the years I sit alongside different people called "Sitting Agents" at different 'work stations.' I meet all kinds of people from different walks of life.
There are days when the 'call volume' is very high meaning that the in-coming calls are 'back to back.' There is a 'call que' wherein there is a high call volume of customers waiting to be answered. As soon as an agent finishes a call the phone immediately rings. Imagine hundreds of agents in that situation. Stress is paramount.
More often than not at some point an agent will say something like "This is an unlucky day." or "Just my luck. Back to back calls." Things like that.
I often say to them.. "I don't know about luck, but I do know that your personal position of being an experienced agent makes you a better agent for the company and the customer. Well done!"
In other words it is not a matter of good or bad luck. More of a matter of positioning ourselves with a mindset that is dependent on our life experiences.
I am not an expert damnit.
There are days when the 'call volume' is very high meaning that the in-coming calls are 'back to back.' There is a 'call que' wherein there is a high call volume of customers waiting to be answered. As soon as an agent finishes a call the phone immediately rings. Imagine hundreds of agents in that situation. Stress is paramount.
More often than not at some point an agent will say something like "This is an unlucky day." or "Just my luck. Back to back calls." Things like that.
I often say to them.. "I don't know about luck, but I do know that your personal position of being an experienced agent makes you a better agent for the company and the customer. Well done!"
In other words it is not a matter of good or bad luck. More of a matter of positioning ourselves with a mindset that is dependent on our life experiences.
I am not an expert damnit.
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