Callcenter operators

Hello, I'm a callcenter operator. It's my job to answer customer calls for our clients.

This has been a learning experience. I've answered business calls before ... but this is a bit different. When working with a client, we have to establish protocol -- comfortable protocol for both sides.

Our first client is an ISP with other facets to their business enterprise. Our job is to pass messages to the engineers, techs and field service manager as needed. We also do some troubleshooting: basic connection issues such as no dial tone, password issues, and email problems. We sign up new customers for internet service, we accept payments over the phone utilizing a number of modalities: PayPal, CheckByPhone, and others. So, we're much more than just a message service. It all depends on the needs of our clients.

Now, on to some of the issues I get anxious about. When a call comes in we pass it along immediately. If the call is not returned in a reasonable amount of time we, of course, get another call from that customer. People, we do our job. If you didn't get a call back when you expected it we're very sorry but that's on the client end and is their responsibility. Clients? Please realize that we can't do your end for you and that we do get grief from irate customers.... *your* customers.

Customers trying to bypass the gatekeeper is another issue that has come up. Please don't tell me that you called number xxxx a few minutes ago and talked directly to a person at that business and number. If you dialed xxxx you spoke to the call center. Period.

I enjoy my job. I like talking with people and it feels good when I can solve a problem for a customer right then and there without them having to wait for a call back from the client side.

Sample call

CC: LSnet call center. How may I help you?

Customer: Ummm... I need to speak to a tech?

CC: May I ask what this is in regards to?

Customer: I can't seem to get online.

CC: Ok, sir. Let's see if this is something *I* can help you with. First let's verify your account info and make sure that your account is active and that you have the correct password.

Stranger things have happened. We verify that everything is correct. Then move on.

We go through steps to eliminate dial tone and no modem error issues. If none of these things are problems we take a name and number and pass the message to a tech for a callback.

It's that simple ... and that difficult. For anyone that's ever done any kind of tech support over the phone they know what I mean. You can't see what the customer sees so you have to imagine it. What is happening may be miles away from what the customer perceives. The customer's computer savvy and skill level has alot to do with this (so, too, the operators skill level).