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Common Frustrations for Call Center Representatives

call center representatives

It’s hard to keep that smile despite these frustrations, but the best call center representatives sure know how.

Customer service is no walk in the park. It’s actually one of the most difficult industries to work in, day in and day out, while holding onto at least a little bit of sanity. We get it — we’ve been there. Heck, we’re there now. If we had it our way, every person in America would work in customer service for just a week or two, just so they could understand the frustrations of dealing with irate callers or impossible requests, all while trying to keep a smile on their face and their customers happy. But alas, that’s not the case. What we did instead was compile this list of common frustrations to let you know that we feel your pain, and we have your back. Check back into our blog next week for a few tips for keeping calm in the face of these things:

The Angry Customer

Ah yes, the bane of existence for call center representatives (and customer service employees) everywhere. There are few things more frustrating than having someone on the other end of the line scream at you or pelt you with their anger, especially when it’s hardly ever your fault that they’re mad in the first place. (Can you say, “shooting the messenger”?) Even if the anger is a result of being stuck on hold forever (we warned you!) or something else that you didn’t do, it’s now your job to keep calm and find a resolution.

Cleaning Up After Someone Else

Whether it’s an incorrectly transferred call or something else like we mentioned above, a lot of the time, call center representatives are left cleaning up someone else’s mess. Not only can this be frustrating for you, it can also put a dent in your call center metrics, when calls take longer simply to undo something gone awry.

The Customer Is Always Right

Or is he? The goal of every inbound call is to make the customer happy, but that doesn’t mean that your call center representatives should be taking blame for everything, apologizing profusely, and giving the customer the impression that he or she is the almighty ruler of your castle. There’s a delicate balance to strike between customer satisfaction and simply letting them walk all over you.

Balancing Service and Stats

We’ve written in the past about how call center metrics aren’t everything, but they are still…something. It can be stressful for call center agents to find a happy medium between ensuring that every customer is satisfied and keeping call times and abandon rates to a minimum. That’s why it’s important to avoid common call center metric pitfalls.

Remember to come back next week for tips on handling all of these frustrating foes for call center reps.

Get In Touch With TeleRep Today

At TeleRep, we understand how important call center services are to your business. That is why we pride ourselves on our professionalism and customer service training when handling incoming calls. We also specialize in alarm response and data entry as well. Stop making your customers feel under-appreciated with voicemail services; instead, let them know you care through TeleRep and hire a virtual receptionist today.

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