Psychological Training in Call Centers

Call centers are not just units where you have to work without compromising quality

. It is also somewhere where you have to keep your head firmly on your shoulders. It's not easy to do so when you are dealing with customers on a regular basis. Customers are not always what one would ideally want them to be. Telemarketing agents often talk to aggressive and verbally abusive customers. The BPO agent is never expected to raise their voices or confront the customer. They have to be logical and reasonable always. There are some strict laws against getting into an argument with the caller, even when the attack becomes personal. For women, they can issue a single warning and then disconnect the call. For men, they can issue three warnings. The point is that the agents go through some high-octane stress on the job.

The higher levels of stress that the call centers have to deal with make them more susceptible to nervous breakdowns and burnouts. It is very difficult to cope with the stress unless there are some safety valves that take the heat off. Experts who have worked in call center units for a long while specify the use of meditation and even yoga. These skills come handy when the agent is needed to work for long hours and sometimes when extra hours. Keeping a calm head is one of the prerequisites of telemarketing. Without keeping your cool, you cannot hope to make sales. Customers often ask some pretty inane questions and often fail to understand the obvious. The agents receiving or making calls have to be careful about not offending the customer while trying to explain something.

It all boils down to how much stress you can handle without cracking. Call centers are known to add to the stress because of the working conditions. Lead generation agents have to deal with daily targets that are considerably stiff. They are also bound to be affected by the performances of their peers. The will to be the best BPO agent on the team is always there and adds to the pressure to perform. Mental relaxation skills are taught to agents when they cannot cope with the pressure anymore. They are taught how to let go off their negative emotions by simple exercises like deep breathing. It does take a long time for the ever-busy call center services agents to carve out the time for such sessions. However, as they realize only too well, the absence of any mental development exercises can render them useless before they know it.

In a dog eat dog world, the BPO units are expected to do well, even if only to stay afloat. The number of call centers that have come up in the recent past is nothing less than staggering. To survive this competition, the agents have to very careful about working to the best of their ability. Mental health is an absolute must and every agent has to build up theirs. It's not something that they would do out of choice: it's a professional necessity.

Psychological Training in Call Centers

By: jems hug

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