For CALL CENTER AGENTS (Technical Accounts)

Hello there! If the customer is very nice and I was not able to help him with his concern then I will really exhaust all my resources in processing his account and do the basic troubleshooting of his computer or mobile phone issues. If the problem he is having is within my scope of support then I will have to consult our floor support regarding his concern and help him out. If it is really difficult then I will have him a call back. If it is not my scope of support and it really needs the help of the technical team then I will have him transferred to the correct department to help him out. there are lots of things that you should know if you will be working in a call center. You will also learn how to deal with different kinds of callers or customers. These are not all being tackled during the training but it is up to you to discover it yourself or be used to it. You will know all of it if you are already taking live calls on the call center floor. Goodluck!

Hello Danzylop, I had experience with being a Customer Service Representative. but i have never been edge with being a Technical Support Representative. for one reason, it's just too many data to memorize and too much problem with how to handle the situation.so, that last training I decided to quit because i couldn't memorize the basics. You just have to be more confident than what you are now. be strong and you will get there eventually. you have to be emotionally ready when dealing with irate customers.

As a call center agent doesn't mean that you can always resolve costumers problem and queries. As a call center agent,you really need a lot of patient when dealing different kinds of people/behavior and attitude. Always keep professionalism.

I have worked in customer service for nearly 10 years. A time always comes when there is a customer that you can not assist, but there is always someone else who can. You need to know when you have done all that you can do for that person and when they need to speak with someone else regarding the matter. There should always be a supervisor or manager available and they are there to assist you in helping the customer. They have a higher authority level and can do much more for the person. So, sometimes the most helpful thing you can do is give them to someone higher up.