What is the best advise that I can give you? Probably the best advise that I
can share to you is just be yourself. For those people who are having second
thoughts in applying in a call center, take my best advise. Because based on my
experiences through the countless interviews that I've encountered in applying
in a call center, the fluency is not the primary concern of the interviewers,
may it be a one-on-one or a panel interview. Eventhough you have watched all
the tutorials in answering job interviews in the Internet or read and memorized
all the books regarding what to expect in a job interview, still if you're
already there in the actual situation, there's a big tendency that you will go
blank. But if you know what you're talking about, and you can answer them
straight from the heart and experience, believe me, you can talk endlessly and
without inhibitions. They go for those applicants who can deliver, who
can express themselves articulately. They can sense if what you're saying is
scripted or it came from the heart
I remember this one time
during one of the many job interviews I've done, the usual, the panel was
reading my resume' and I guess they are thinking of what to ask. Since I don't
have any call center experience yet, like those who went ahead of me in that interview,
they asked me what my favorite movie was instead. So, I was surprised by that
question because I was not expecting it. I was wondering why that kind of
question. I was hoping for the what do you expect in this job type of question
or what would you do if the customer is irate, and the like type of questions.
Because that was what I read and watched in the Internet and books, and I kinda
memorized the answers to those questions. In short, I'm supposed to be ready,
if and only if they asked me those type of questions. But they caught me off
guard. I was shocked by their question, I didn't expect it, to tell you
frankly. So, I went blank. My nervousness got the better part of me. I stutter
and couldn't even form a simple sentence in my mind. There goes my first
job interview...poof.
That went on for a couple of
job interviews. So, when this another opportunity came, I knew that I shouldn't
let this pass. I prepared real hard, but not in the sense of reading and
watching tutorials again, it helped me in a way, but I just couldn't rely on
that for my future, if I want to have a career in a call center. I prepared in
a way that I slept well the night before, have my mind relaxed, be confident,
and pray. Now, the day comes. I walked in the room of my interview confidently,
eventhough inside I feel like a Jell-O. And here comes the infamous question
again, "what is your favorite movie?", and I'm still wondering why
they kept on asking that question. Fortunately, I love talking about my
favorite movie which is "Lord of the Rings". So, I started talking,
although I know that my grammar and my choice of words are not that perfect,
but since I know and I'm confident about what I'm talking about,
surprisingly, I talk nonstop and can even enumerate and describe each
characters in every sequel. I didn't even stutter.
And only then that I realized
why they asked those kind of questions, especially if you don't have call
center experience yet. They asked those kind of questions to test your
articulacy, confidence, knowledge on something that interest you. Because from
that, they can attest that you will do good on the job, because you wouldn't
apply if you don't have the fervency for the job.
So for those of you out there
who wants to work in a call center, just go and be yourself. Prepare for the
interview. Prepare in a way that you relax yourself, sleep well the night
before. Don't memorize anything, just have some keywords on your mind. Be
polite, punctual, listen attentively, and answer what's being asked direct to
the point. There's no need to beat around the bushes, because how long can you
manage the call is one of the important metrics in a call center. The soonest
we can resolve the customer's issue, the better. Practice speaking out loud. At
this point, you don't need to worry yet about your product, because that can be
taught during the training.
Thank you again for following
me in this journey hoping that eventhough I did’nt have the right to teach you
but I’m hoping that by this,I’ll be helping you to develop right attitude and
prepare you, to be able to pass your
first callcenter job. I will keep you posted. I’ll give you more personal
experiences working at the BPO industry. I will do my best with the help of my
Creator I will supply more guidelines for you to help you reaching your dreams.
To God Be the Glory as always.
If you find this blog worth
sharing, I will appreciate and will inspired me more to continue my blog. Thank
you again keep praying always…
It all started as a
necessity. Being a family man, I know to myself that earning only a minimum
wage is not sufficient for my family needs. I know that all expenses will be
shouldedr by me. My wife will not able to go to work because we already have a
2-year old little prince and expecting another one. At that time, I decided to
gamble my fate to this job. Many years back, I knew that I'm not suited for the
position that I am in right now. Knowing myself, I have no interest in learning
the English language. I only know elementary english, the basics. I'm not
really confident in speaking English that's why I have no guts in applying in a
call center.
I tried applying in some call center near my place, like Convergys
here along Commonwealth, IBM in Technohub, and Manulife. But all of them
required speaking fluent english and technical analysis. Don't get me wrong, I
can pass easily on the technical aspepct, but the speaking part really hinders
me from the job. And I know that that's the very skill needed in order to pass
the interviews.
I have all the skill in terms
of being an I.T.. I have a strong foundation in regards to computer hardware
and networking peripherals. I already worked as a deskside engineer for
Phildata, and I was asssigned to one of their client which is also one of the
successful BPO industries here in the Philippines. I assisted 24/7 Contact
Center, and worked for them for 9 months as a backoffice I.T. My main work
description is to maintain all of their computers and network devices that 24/7
purchased from my main company. I could say that it had been a good experience
for me working with them because it showed me a lot on how to work as a
technical support over the phone, listening to their agents trying to resolve
customer problems over the phone, and the likes. In short, I had a good view of
what a call center agent is all about. I mean, I know that I can help the
client resolve their issues, if I will be that agent. I am confident that I can
assist them properly with their concerns. But then again, the conversational
part got me. The speaking fluently hindered me again.
Then I realized that I can't
go anywhere if I will not try. So after watching lots of how to's and what to
do's during an interview in the Internet, I collected all the guts that I have, I decided to try applying in a call center again as an agent. Fortunately, I passed the initial interview, the computer exam, and
the final interview. And the next thing I know, I'm on my first day of training
at West Contact Services. And at the same time, my wife is only 2 weeks away from her due date.
It was really a big blessing for my family. During the English communication
training, I was having a hard time with their training assessment. I thought I
wouldn't pass the first part of the training. But then again, with hard work,
perseverance, and prayers, I passed all the training, including the product
training. Then the real thing began. My first time ever on the floor. It was
really a big difference for me. I am now the front man, the front liner. I'm no
longer behind the scene.
I embraced my life as a call
center agent wholeheartedly, knowing that this is my bread and butter, the only
source of income for my family for more than two years now. I worked real hard, strive to do good, passed all my score cards with flying colors. And after a
year, after all the hard work, my hard work paid off. I became agent of the
month for a couple of months, and the big thing came, I was the agent of the
year. Imagine, first time in a call center became agent for a year after almost
a year of experience. I just want to share
this, not to boast, but to be an inspiration to those who want to work in a
call center. Don't let your fear overcome you. You overcome your fear with lots
of determination and perseverance, and of course, with a lot of prayers.
If you think that this blog is worth sharing, It will be very much appreciated.Always believe in yourself and believe that God will do the rest, to God be the Glory.
x
