Call Center Junkie
7 Years Experience
St Joseph, MO
Male, 27
I have been working in the Call Center retail Industry in the Sales and Customer Service aspect for 7 years. In the retail part, i have handled everything from tv and internet service through cell phones and beyond. I enjoy what I do because I get to talk to new people every day from all over the country and the world. Ask me anything, while i'll never claim to have seen and done it all, I have enough experience that I can usually figure it out if I don't already know it.
Well, I must say some of the experiences that have been in the news about comcast and the experience of their customers has been pretty intense. Having worked for a cable company that is a tleast putting an effort in to make sure the customer service experience is good even if the pricing and other issues remain, I feel horrible for the people that have to deal with them. If given the opportunity, I'd definately overhaul the customer experience with comcast.
I will say I once had to fire an agent because he was making sexual innuendos to call female caller. She was married and her father was a supervisor within my office... It was... Read More +
Share Answer: &caption=Jobstr.com&description=What%27s%20the%20craziest%20story%20you%27ve%20heard%20of%20a%20phone%20rep%20being%20rude%20or%20unprofessional%20to%20a%20caller%3F&redirect_uri=http://jobstr.com/threads/show/4667-call-center-employee-retail-/question/14511)
I can't say for sure but my assumption is that for most people, a female voice is more appealing and relaxing. So with that being the case, holding for 20 minutes is better with a female voice telling you that your call is important then a male from a psycology stand point.
The average major company only talks to around 10% of its customers. (This was from a study in 2010 or 2011) Meaning the ones who are having the problems are the ones calling in; (except in the sales capacity) so they want you to be calm when u get to the agent.
Great question though!
Share Answer: &caption=Jobstr.com&description=Why%20are%20most%20%22you%20are%20on%20hold%22%20and%20automated-phone-tree%20recorded%20voices%20female%3F&redirect_uri=http://jobstr.com/threads/show/4667-call-center-employee-retail-/question/14307)
I don't think any intelligent company should move their service completely overseas. I see the benefits and think they do have some purpose. But to completely move services overseas would be bad for the economy and very bad PR. Companies do everything they can to avoid the press finding out when they send jobs overseas, its bad for business.
As far as pay, it's comparable to what we make, meaning most are still on the lower end of their middle class and up but the reason its cheaper is culture and cost of living. Then the business side you throw in tax benefits and facilities cost, it has its purpose. Especially for companies that... Read More +
Share Answer: &caption=Jobstr.com&description=How%20much%20do%20overseas%20call%20center%20reps%20get%20paid%2C%20and%20do%20you%20think%20it%27s%20just%20a%20matter%20of%20time%20before%20all%20U.S.%20companies%20move%20their%20customer%20support%20overseas%3F&redirect_uri=http://jobstr.com/threads/show/4667-call-center-employee-retail-/question/14423)
To be honest, when i started in this industry, it was a paycheck until i decided what I wanted to do with the rest of my life. Having still been undecided in what I want to do with my life, I have continued to atleast better myself in the industry I do work in, so that hopefully i will come across something that will stimulate me long term. I enjoy the person to person interaction but I do not feel this is something (for me) that is a lifetime career. I still have yet to meet one person that does. Everyone that I have come into contact with in my work has fallen into the position because they needed a job and just never left because of one... Read More +
Share Answer: &caption=Jobstr.com&description=Do%20you%20think%20most%20CS%20reps%20think%20of%20it%20as%20their%20long-term%20career%20or%20just%20something%20temporary%3F%20How%20about%20you%3F%20Is%20it%20intellectually%20stimulating%20enough%20for%20you%20in%20the%20long%20run%3F&redirect_uri=http://jobstr.com/threads/show/4667-call-center-employee-retail-/question/14597)
School Teacher
How do you feel about the idea of year-round schooling?
Claims Adjuster
What happens when NEITHER driver is at fault?
iPhone & iPad Technician
Do you think tablets are just a fad?
That's a trick question. The most accurate answer is, not immediately. At least not in my experience.
The reality of the call center industry is, most front line reps (the ones on the phone) could dance circles around the supervisors when it comes to policy knowledge. My current supervisor has over 15 years experience in the call center industry in various positions and types of calls. She started after i did with the company i'm currently at, with less training on the policies.
While that's not ideal to us as reps, supervisors are really more for the reps. They are the baby sitters if you will. My supervisor has, and... Read More +
Share Answer: &caption=Jobstr.com&description=If%20I%20ask%20to%20speak%20to%20a%20supervisor%2C%20are%20you%20required%20to%20transfer%20me%20to%20one%3F&redirect_uri=http://jobstr.com/threads/show/4667-call-center-employee-retail-/question/14467)
It really depends on the part of the country and the issue. I will say that callers about cell phone issues and internet issues are usually the worst. Because of how technology based our society has become, most people place too much reliance on those two services so if one goes out, they feel like they are cut off from the rest of the world.
I would say if i had to pick one though, cell phone users are typically the worst. I remember one customer I spoke with who was crying when she called in and it took me ten minutes to figure out what the issue really was because I couldn't understand her. Her service wasn't working and it... Read More +
Share Answer: &caption=Jobstr.com&description=Is%20there%20much%20difference%20between%20callers%20in%20different%20industry%20sectors%3F%20Like%20are%20users%20calling%20about%20their%20Internet%20service%20better%2Fworse%20than%20callers%20about%20phone%20service%2C%20appliance%20repair%2C%20etc%3F&redirect_uri=http://jobstr.com/threads/show/4667-call-center-employee-retail-/question/14293)
I have heard of this, and I'm glad you asked!
In my first supervisor position, i was working for a cell phone company and I hired a young man who was 26 and had a bachelors in business management. I was 21 and had been in the industry for 1.5 years (ish) and had been a manager at a restaurant before that. He didn't make it through training. He was so knowledgeable he wasn't able to change to doing things the way the company did and he was very difficult to try and help develop because he felt his degree made him in a higher position over myself and the other supervisors. He was, by definition, overqualified to sell cell phones. Weird,... Read More +
Share Answer: &caption=Jobstr.com&description=I%27ve%20heard%20that%20a%20lot%20of%20startups%20are%20hiring%20really%20well-educated%20college%20grads%20and%20paying%20them%20a%20lot%2C%20reasoning%20that%20customer%20service%20is%20often%20a%20client%27s%20most%20lasting%20impression%20of%20a%20brand.%20What%20do%20you%20think%2C%20and%20is%20it%20something%20you%20see%20spreading%3F&redirect_uri=http://jobstr.com/threads/show/4667-call-center-employee-retail-/question/14506)
-OR-
Login with Facebook (max 20 characters - letters, numbers, and underscores only. Note that your username is private, and you have the option to choose an alias when asking questions or hosting a Q&A.)
(A valid e-mail address is required. Your e-mail will not be shared with anyone.)
(min 5 characters)
By checking this box, you acknowledge that you have read and agree to Jobstr.com’s Terms and Privacy Policy.
-OR-
Register with Facebook(Don't worry: you'll be able to choose an alias when asking questions or hosting a Q&A.)
Browse Jobs
Host a Q&A
Search
Submit Your Question
Host a Q&A
