A Day in the Life of a Customer Service Agent Manager

Have you ever wondered what a typical day is like for a customer service agent or manager in a call centre? The truth is, no two days are ever exactly alike. Depending on the types of calls the customer service agent takes, the days can vary greatly. Here are just a few things our call centre customer service agents experience in a typical day.

A wide variety of calls and customers

Customer service agents never know what the person on the other end of the phone will want until they answer. They may be fielding calls from angry, stressed out customers or helping those that are confused and need reassurance. Interpersonal skills are a must in this line of work, and all of our customer service agents receive extensive training on how to best handle every customer’s needs.

Call centre agents have to be able to handle a wide variety of difficult situations effectively. Agents need to be able to take control of a situation without making the customer feel ignored or unvalued. Of course, not every call is a stressful or negative one, but great customer service agents can handle any situation, whether the customer is happy or not.

Effective teamwork

Being a call centre agent requires more teamwork than you might think. Not every call can be resolved by one person, and customer service agents may need to liaise with their superiors or even other departments in order to get a satisfactory result. This means they need to work well with others and be willing to make an effort to resolve issues for the customers. There’s no room for ‘I’ in customer service, but there are plenty of opportunities for teamwork throughout the day!

Empathy

Customer service agents aren’t just employees, they’re customers, too. They all know what it’s like to receive good or bad customer service and they understand how it feels when that service is poor. They use this experience to empathize with your customers and provide the best service possible, just the way they’d like to experience it themselves.