Answering Service: Agents Woes!

People who work in the BPO firms go through a lot of unique experiences

. It could be that someone is working a night shift for the first time. It could be that someone has never gazed upon the silent city at night. These experiences are varied and myriad. However, ask any answering service agent, you will get the answer that the spectrum of characters and emotions that you deal with on live calls is unparalleled. The bizarre traits of some callers are so hilarious at times that the agents laugh their hearts out after disconnecting a call! Work blends with fun very easily at call centers.

The calls are not always funny, though. Answering service personnel receive a lot of SOS calls as well. Its more so in the debt-credit projects, says Sam Meyers, an inbound call center agent based in Utah. Sam has received frantic calls from debt-ridden callers. Many of them were pretty desperate to get their debts off their backs. Some were contemplating suicide, Sam says with a sad nod of the head. The work for call center agents like Sam gets tougher. How can you possibly talk about the debt consolidation policies of your client when you have someone as frantic on the other end of the phone? Selling comes second in these cases. The main work of the agent, then, is to pacify the caller first.

To equip the answering service agents with the required training, call center hire stress consultants and health experts. Alyssa Ryan, a health instructor, says, We get calls from call centers every now and then. There is a lot of scope in these firms. We generally try to reduce the stress of the BPO agents. We also do a lot of work on how they can avoid the risk of burnout. Agents are trained to do various exercises that will hold them in good stead when they are dealing with clients and customers. It is blasphemous for the agent to lose temper, even in the face of aggressive behavior from the callers. They are trained to stay professional and precise. But its easier said than done.

Says Chris Harris, an answering service agent, It becomes difficult when the attacks get personal! It is a fall-out of the ire that they have against a particular product/service that they have purchased. If their purchase doesnt match up to the standards of their expectations, the call center agent will have to bear the brunt. The fault turns out to be that of the customer, more often than not! In such a scenario, the agents have to calm them down and find out their problem. The problems are then processed and solved in due time. The callers are an impatient lot as well! They want their problems to be fixed in no time. BPO agents have a challenge in this as well. They generally try to explain the points that the caller needs to follow. If its a set of directions, the agent may also email what the caller needs to do. I wonder if anyone would be irritated with telemarketing agents if they knew the inside scoop!

by: Ivana Lewis

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