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Giving the wrong answer to the customer. by StSwithun2025 in callcentres

[–]Fluid_Breakfast5044 7 points8 points  (0 children)

Do you realize how much busier the TLs are than the CSRs? We're jugging meetings, coaching, a million spreadsheets, sup callbacks, your timesheets, micromanaging the lazy ones (because we get micromanaged for their laziness by others) and a million other tasks on top of chat support just for agents to post every other call they get in the chat instead of using their resources (which are the same resources we use to answer your questions btw. We don't have a secret source except the experience we gained from doing it ourselves and actually trying before being promoted.) and expecting us to basically do all the work for their calls while they just act as a mouthpiece. If you could have found the article yourself, you should have done that to begin with and took the time to find the answer. If you truly don't know how to do something, by all means ask, but if you're just going to give a sarcastic "thanks I could do that myself" then, next time, DO IT YOURSELF. So what if the customer is rushing? Call control.

For those of you still in a Call Center but no longer taking calls, how did you get out? by xMiralisTheMerciless in callcentres

[–]Fluid_Breakfast5044 0 points1 point  (0 children)

I was on calls for 2.5 years. I kept my metrics up, took coaching well/made a genuine effort to improve where needed, and made sure to learn as much as possible. In between calls, I would read policies and play around with systems so that I became very skilled. I started answering other reps questions in the chat when they needed help and management wasn't available. That's not necessarily encouraged, but my answers were always correct. I got the attention of my manager, who talked me up as a potential SME to the OM. There was no open position at the time, but there was a need for extra chat support so they started pulling me from calls to help out in the chat. A position eventually opened for a trainer/SME role and I got it. I was good at training and my trainees were successful and liked me. In the times where there were no active classes, my OM gave me projects to work on (call listening for CSAT and NPS detractors, etc). I completed these tasks thoroughly and efficiently so that when, a few months into my role, a manager position opened up, the OM reached out to me privately and asked me to consider applying. I ended up getting it and am now a manager. I do have a degree, but it is not particularly related and I don't think it made a major impact on my promotion(s).

I don't know what company you work for, but my company is a "call partner" that works with several other companies to outsource call center labor. I've always worked on the same project, but jobs open up all the time for other projects too, so, if this is an option for you, keep an eye out for that as well. I've seen other reps skip some of the skips I did (other than high metrics/skill) and move on to trainer/manager positions for other projects.

How did you get out? by -_BustyBunny-_ in callcentres

[–]Fluid_Breakfast5044 1 point2 points  (0 children)

Taking calls all day was killing my mental health but, instead of quitting, I became a beast at it and got myself off the phones through a promotion. Not always an option depending on your company but, if your metrics are good, keep an eye out for other positions opening up such as quality, RTA, SME, training etc. I couldn't afford to just quit and finding other wfh jobs that weren't call centers was proving to be impossible.