Useful Tips

My experience as a call center operator at home

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Posted by Yakovleva Julia 09/05/2016 09:23

1 You must understand what this work is. Working in a call center requires discipline so that you can adhere to a flexible schedule, communication skills and the ability to perform multiple tasks at once. You will have to help customers and at the same time follow the principles of your company. In addition, you will need to temper your character in order to cooperate with unfriendly or difficult clients.

2 Learn computer literacy. You need to be well-versed in most PC interfaces and type quickly. In addition, you should know the computer well enough to learn new programs in the shortest time.

3 Develop your communication skills. You need to develop slow speech without stumbling, while speaking in a professional tone. The voice should sound convincing and at the same time calm the client, show him that you are in control of the situation. Remember: you are the person who should help the client. He does not conduct a conversation, as he asks for help, and therefore does not know about the company and the system as much as you know.

4 Learn to do everything on time. Perhaps it seems to you that this is not so important, but in call centers with punctuality it is very strict. You need to come to work on time (most call centers will require you to come early in order to enter the system and be ready to receive calls) and take breaks only on schedule. This allows the call center to always engage a maximum of agents. So do not be tempted to take a break with a handsome man sitting in two rows.

5 Stay up to date with your company. It does not matter whether you work in a bank or in a company of mobile phones, it is extremely important for you to be aware of the latest changes in the principles of the company or its products. If executives do not dedicate you to these changes, they may assume that keeping track of company events is your task (and they are right). Visit the company’s website frequently and pay attention to the memos that are sent to you.

6 Take time to relax. Work in a call center can be exhausting both mentally and emotionally. Go for a walk with friends on the weekend, spend time with your family, in general, in any case, find time for yourself. Even if you are a shy person, try to communicate with people outside the workplace. This will give you some space, which is necessary for good performance.

7 Learn from your mentors. They were already in your place and know how difficult it can be for you. Despite the fact that sometimes it seems to be difficult to reach out to them, since these people work with many operators, try to talk to them when you have a break, and ask them for tips on how to succeed in your work. Most often, such managers receive a commission for the work of their operators, so they will be happy to help you.

8 Keep working! At first, the work may seem so difficult that you will want to leave. Do not pay attention to it. Try to get trained and work for several months. You must understand that if you work only a few weeks, you will not be able to add this experience to your resume and you will look unprofessional. Do not waste your time leaving your job too early. After a few months, you will get the hang of and will perfectly master the necessary programs and customer service skills. But you have to give yourself time and work on yourself.

Where to look for work

I found employers simply by entering the vacancy “Call center operator remotely” on the hh.ru job search site.

Responses to vacancy requests come quickly: during the day. You are invited to a Skype interview.

Tricky questions are not asked there. The main goals of the initial interviews are to get to know each other and test you for basic adequacy. If you know how to logically express your thoughts, they will absolutely take you, because the demand for operators today far exceeds the supply.

The next steps are a group meeting (along with other job seekers) on Skype, which explains the principles of work, plays the script and installs work programs.

For all events, from dating to going to work, it takes from two days to a week, depending on your speed of assimilation of the material.

I want to say right away that no one here will conclude an employment contract with you. Relationships are only partnerships.

Don’t expect a salary either - how much you sell, you earn so much. Salary payments, most often weekly or 2 times a month. Depending on the company, they are produced either on a plastic card, or on WebMoney, or on a Qiwi wallet.

The salary, by the way, was transferred by all the companies I visited on time.

Equipment and work

The equipped workplace of the operator includes a computer (requirements for its performance are not high), a headset (microphone and headphones), high-speed (from 5Mb / s) and (necessary!) Stable Internet. Better wired.

The software will require Skype (for training and meetings) and Telegram (for news and communication in the group), as well as a dialer and CPM system, which are provided by the employer.

The operator is prescribed a shift schedule.

Schedules 2 after 2 (2 days working at 12 hours, 2 days off) and 5 for 2 (5 working days at 9 hours, 2 days off) are most common.

Actually, the operator’s work consists in dialing potential customers who have left a request for any product, selling it and filling in customer data to send the selected purchase.

Typically, the system itself dials the customer, and then transfers the already answered call to the operator. It only needs to be processed. Some call centers transmit to the operator only information about the order, which needs to be ringed independently.

The conversation itself with the client is done according to the script - a step-by-step scenario, specially designed for each product individually. Literally everything is written in it: a greeting, a description of the product, its presentation, price, answers to questions ... This script opens in the program at the time of the call, so the operator does not need to invent anything in the process of communication.

Often, all you have to do is just read the information to the client.

A conversation with a buyer lasts, on average, from 5 to 10 minutes. You can receive over a hundred calls per day. Naturally, not all of them will end in sale. Someone will change their mind, someone will hang up or turn on the answering machine “instead of themselves” ...
Having processed the order, it is necessary to fill in the data about it (quantity of goods sold, price, name of the buyer, delivery address ...) in the CPM system.

Information must be complete and reliable. Even a small mistake here can lead to non-repayment of the package by the client, therefore the departments of wiretapping and control of the call center are not asleep, and in case of detection of errors the operator faces a fine.

If the call ended with a sale, then immediately upon completion of the call you will be charged a fee: a fixed amount in rubles. It mainly depends on the amount of product sold in each transaction. In most call centers, these amounts are approximately the same: 20-30 rubles per unit of goods, 15-40 rubles for an extra sale. If the goods go in a set or a set - from 40 to 100 rubles per set.

Some call centers for the sale of "complex" set pay increased (up to 230 rubles - prime-call.ru) reward. If you manage to realize five such sets within an hour, then the earnings will be more than 1000 rubles per hour of work. This is absolutely real, although it happens infrequently.

Almost all the products offered can be sold in sets, the complete set depends on the characteristics of the product itself and on its quantity.

Also for each product there are upsales (an additional unit of the same product) and cross-sells (related products). So an operator who sold a full set with upsale and cross-tail can literally earn 100-200, or even more rubles in just 5 minutes.
I must say that it is not profitable for call centers to sell goods one at a time, so the sale of a “unit” by the operator, to put it mildly, is not welcome.

All the skill of the operator is to sell to the client as much as possible!

This is already much more difficult to do.

It is the inability to sell a lot and expensive is the "weakest link" that eliminates the majority of novice operators!

The situation is aggravated by the fact that a potential buyer often sees in the advertisement not the product itself, but the so-called “Offer” - the most profitable, attractive, promotional offer.

This offer may be tens or even hundreds of times cheaper than what the operator has to sell.

Here is an extreme example: a client responds to advertising, where a miracle cure for potency costs 1 ruble per package and happily leaves a request. The operator calls him back and informs that 1 ruble is the cost of every fourth (!) Package in the kit, and the first three you will have to buy at 990 rubles apiece.

When I started my camera career, I couldn’t believe that selling someone like that was real at all! But, as it turned out, "each product has its own merchant."

To the credit of employers, each of them periodically conducts sales and product trainings for their operators, so a newcomer can become a sales master very quickly and without interruption from production.

How much pay

As for the operator’s earnings, the amounts vary greatly, and directly depend on perseverance and professionalism.

The biggest earnings I've seen in operator statistics is 5260 rubles in one twelve hour shift. Per month - 94 thousand rubles.

Those who want to earn more take extra shifts. In the "high season" additional shifts are paid at a higher rate.

In general, the work of the operator requires great perseverance, care and, most importantly, steel nerves. Clients come across different, but the operator must be equally friendly and patient with everyone.

Even if you have been cheated, cursed (and this happens), it is strictly forbidden to be rude in return! As mentioned earlier, the wiretapping department constantly monitors calls, and in case of any hostility on the part of the operator, he will immediately be dismissed without paying a salary.

Also in every call center there is a career advancement system. The operator can "grow" to the leader of the group. Also, over time, you can try your hand at other departments: wiretapping, control, configuration, etc.

The profession of a call center operator is very much in demand in the labor market, and over time, demand for it is likely to only grow.

A professional operator receives a salary that is much higher than the average market.

If you can read quickly, speak coherently and without special defects, also if you have a stable psyche and can work efficiently even if you were sent “three letters”, you will quickly reach the heights in this profession.

What are the responsibilities of a call center operator

A person in this position has 2 areas of work. This is inbound and outbound telemarketing. That is, the operator either answers the call, or calls himself.

If the task is to receive a call, the operator must:

  • Listen carefully to the caller
  • Answer his questions,
  • Offer the best solution to the problem. If there are options, voice them, identify the pros and cons, help a person choose what will help.
  • Switch to the appropriate specialist if you can’t fix the problem yourself.
  • Give information,
  • Accept and place an order, if that is the purpose of the caller.
  • Enter information about the call to the database.

If the operator makes cold calls, then he needs to:

  • Call selected telephone numbers and provide potential customers with information from a prepared script. That is, talk about discounts, promotions, innovations in work, etc.
  • Conduct a telephone survey to find out the opinions of users about a company, product or service.
  • Enter new data into the database, systematize the information received.

7 key skills of a successful call center operator

When you have to answer the same question every day, and even listen to a lot of negativity, even the calmest person in the world can lose his temper.

To prevent this, abstract from emotions. The caller is not angry with you personally. But it is in your power to help him hang up satisfied.

For you, this is just work. Therefore, follow the instructions and do everything to help the person. Do not take on the irritation of the opponent. Keep calm, be polite, because you are a professional and do your job perfectly.

Listening ability

When a person contacts technical support, it means that he really needs help. Most likely, he already tried the options himself and even read the instructions, but failed to “tame” the product.

He's cocked, the joy of the purchase has vanished. He has 2 desires: throw out his anger and find a solution to the problem. The task of the call center operator is to listen carefully to the caller. Whatever he says. Then understand the problem, clarify all disputed points and propose a solution.

At the same time restrain your own emotions. The phrase “I understand you correctly” helps to catch the caller’s wave and establish contact with him.

Ability to take another person’s position

All people are different. And each of us has the right to our own opinion and expression in the way that our heart and education command. If the operator makes cold calls and hears a frank negative, it is important for him to be able to restrain his emotions. Then find a constructive way out of the situation.

From the negativity pouring from the earphone, it is important to extract the objections of the potential client and correctly handle them. If, after this, a person does not exchange anger for mercy and says “no” to you, accept this and say goodbye.

Grammatically correct speech

Each of us is sure that he knows how to correctly and coherently express his thoughts, until for the first time he is faced with the need to call a stranger. In such a situation, excitement can easily overwhelm and all the right words will disappear from the head. Only interjections and parasitic words will remain.

Solving this problem is quite simple. Prepare a call script for the call center operator. Such a “cheat sheet” will help you find the right words and say exactly what you need to convince the person you are calling.

An operator is the face of the company that he represents. Therefore, it is important for him to prove himself a professional. In this case, one cannot do without competent and confident speech.

Telephone Skill

Selling at a personal meeting, when you can look into the interlocutor’s eyes, “read” his body language and emotions, is very different from telephone sales.

At your disposal is only a voice and an approximate conversation plan. Direct him where you need to and “bring” the person to the correct destination. Keep the dialogue under control, avoid deviations, be polite and confident.

Find out the name of the interlocutor to keep his attention. the phrases “tell me please” and “how can I contact you?” will help you find out.

Goodwill

Preserving it is not easy, especially if you have to listen to disgruntled people all day. In order to prevent negativity from spoiling your mood and continuing to communicate in a friendly tone, do a simple exercise.

Even if you are talking with a very annoyed person, smile. Yes, this is not easy, at first the smile will turn out to be strained, but it will return you confidence. The person on that end of the wire will feel it.

If his subconscious desire was to cause irritation in you too, then this will not work for him. He will have no choice but to accept your manner of communication and conduct a constructive dialogue.

Neutralize the negative

To do this, try to avoid negative language in the conversation. A phrase with a “not” particle is forbidden for you. The fact is that they “tell” the interlocutor what answer you want to receive. But you don’t need a refusal.

Therefore, each phrase in which denial appears, try to state in a positive way. For example: “Would you like to know about the shares of our company?” It is better to replace it with “I will tell you about the shares of our company”.

During work, the call center operator understands that any conversation can be managed and directed to where you need. And only you can choose whether you will lead in it or allow it to your interlocutor. However, in any case, you will already know much more about decision-making mechanisms and subtle aspects of human relations.

Author: Kristina
Call center operator

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