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Dealing with stress and work issues is a key skill that call center agents develop after a few years. "You'll get used to it" -- the usual script that you will hear from seniors and tenured people on the floor. But how do you usually deal with it? Simple.
Dont take it too personally. If you have been on a two hour call dealing with a90 year old client and asking him to troubleshoot his computer might be a very bad and frustrating situation for a call center agent. Everyday you get to deal with difficult customers, irate people, and sometimes prank calls, just shake it off your shoulders and if ever you hear a customer venting out their anger on you, dont take it personally.
Stress comes when you dont know what you are doing or you dont know how you are going to do what you are supposed to do. Get more knowledge . The more you know about the product and the service, the more confident you become when talking to a customer. Once you are confident and you feel comfortable with what you are saying, then there's no need to stress out.
Yes, your emotions reflect on your calls, you might even end up venting on an innocent customer just because you were angry on the previous call that you recently ended. That is wrong and that should be dealt with immediately, whatever emotional disputes you may have during your call, once you end that call, make sure that you also leave your emotions there. Dont bring that hatred on the next customer, you will just end up losing your job.
A good saying before I close this answer,
"HE WHO ANGERS YOU, CONTROLS YOU"
So don't let stress control your life. Live it and make the most out of it.
for sure stress in work issue that effected for call quality and performance ,but that can managing by experines and some trining help agent how manage his stress to provide best services .
• Understand that stress is a positive, unavoidable part of everybody’s life.
• Recognize the symptoms that tell you when you have “chronic stress overload”.
• Identify those situations in your life that cause you the greatest stress.
• Identify those actions which add to your stress.
• Change the situations and actions that can be changed.
• Deal better with situations and actions that can’t be changed.
These three factors impact our ability to manage stress:
•Personality
•Nature of Organization
•Quality of Support
I am people person great with people and interaction easily with anyone using my Management skills so I am Highly organized always impeccable. with my words
as I have lots of experience in dealing with complaints from the first point of contact I am always keep everything under-control and headed in the right direction and eliminate choose and have quick solutions.
OK.This is one of my strongest point to get an angry Customer back down so I can deliver a high standard of Customer Service, Using my communication and time management skills in dealing with all type of Customers even face to face or on the telephone ,that make me exceed both my customer and Manager exceptions and get the full trusted of them.
if a worker is professional , he control over the stress and take it easy and make a good decision for business improvement .
Contact center agents have a very specific, very important role that is critical to the success of the organization. The agents need to know how and why they matter. It’s a discussion that isn’t taking place frequently enough and the really scary part is that it’s not new information.Many contact center agents in the industry feel like they are simply a faceless, nameless group of robots that exist for two purposes only, one is to be the personal punching bag for the customers and the other is to feed the supervisor’s superiority complex.Most of these agents do not want to be either of these things and they actually work adamantly to try and overcome those perceptions. But it seems, though, like an impossible task. Frustration could easily develop when an agent is penalized for going extra mile to satisfy a customer.The fact is that the contact center agents have an incredible opportunity to have a very real, very positive impact on the organization. An impact that can be felt by the customers, coworkers, and competition. Awesome things can happen if the contact center management can align the focus, use metrics appropriately, and educate on the powerful role that each person plays.
Working on Solutions is the Answer,
A Stressed mind will affect the end result of what ever you are doing
Yes, sometimes it does reflect on customers/clients.
Learning to recognize the symptoms of stress is a very important step and should be considered on a regular basis. Identifying the causes, particularly where stress is work related is the next step. Changing the circumstances that are causing the stress is probably the most difficult part of the process.
Well there are lots of ways to manage stress, we provide our staff with stress balls so they can control their call. For work related issues, it needs to be sorted out after mutual discussion with relevant people / parties / concerned.
