So you want to be a call center agent? Probably at this point you are reading
this because either you're not sure on applying at one or you've been ditched a
lot of times already. That's okey. I've been there, i've done that. It's not
about being fluent or good-looking or smart that gets one hired in this line of
work or for any other jobs for that matter. It's all about being prepared. So
everytime you receive a note telling you to come back again to apply after 1 month,
don't be easily discouraged. Being unprepared is the only reason why you were
not hired. It's just like going to war without guns. So i'm going to share to
you these 7 things i learned on how i got myself hired.
1. Lose the accent. I have to be honest to you. Almost
anybody could be hired in a a call center 80 percent of the time except for
those who have a distinct accent. Whether you are a Bisaya who has problems
with 'e' and 'th'or, a Waray-Waray with that hard angry tone or an Ilonggo with
that baby-ish pitch prolonging words, it can still be remedied through
consistent speech practice. But still, the more 'native' you are on a
particular dialect, the more difficult it will be for you. I know a Waray-Waray
friend who has the skills: computer literacy, typing and numerical, grammar and
even years of experience in dealing with customers but was still having a hard
time having a call center job since her accent would always sound like she's
angry on whoever she talks with. This is the reality since the accent will
always give a psychological impact on the customer you will be talking with on
the phone. Whatever nationality the customer has, if he perceives a slight
indication tha he could bully the agent, it will always pose a problem on the
entire call or transaction. Usually, persons who were accustomed with mixed
accents could get along well.
2. Build up your self esteem. If you are a 'home buddy' and you have low
'social IQ' start being exposed with people now - get out of your freaking
shell. Get involved with community activities or sports and meet people. Be a
playboy if that's what it takes. The BPO industry like any other jobs that need
customer relations skills want employees who have confidence. Enough confidence
as not to be arrogant. Why confidence? Because each and every call you take
(which is an average of 30 calls in an 8-hour shift) is a battlefield - a war!
The moment you receive a call, a sort of psychological boxing begins. You have
to make an impression to the customer that you are in control and he can't
bully you in a manner of course, not to a point that you will insult or
threaten him. I know a co-agent who was fired on the spot by our manager upon
hearing him raise his voice threatening to end the call if the customer still
can't follow his instructions.
Confidence together with good manners are positive attitudes your
call center HR interviewer is looking from you. The way you sit near and in
front of him; the way you answer and handle a conversation; the way you look
sincerely to his eyes occasionally; the way you open up your life and make him
relate (make him laugh or even cry as if he's just your close friend) - these
will give you an edge among other applicants.
3. Learn to play online games. Yes, you read it right - online games.
Weird huh? Most people never realize that this hobby they consider as a vice
will actually give you an edge in finding jobs especially in call centers. Why?
First of all, being a frequent gamer although you're not aware of it, will make
you a fast 'typer'. This is true if you want to enjoy the game to the fullest
whether it's Dragon Nest, RF Online, iDate or even in Dota (which is not an
online game). Secondly, this is already an indication that you are computer
literate or even expert. Thirdly, interacting with online players is already
considered customer relations skills (you buy and sell in-game items, you
convince players to join a mission, you participate in teamwork dungeon raid
for faster leveling-up) so contrary to popular belief, you could include
"online gaming" as one of your special skills on your resume.
Finally, at least 65 percent of the time your interviewer will also have an
experience in online gaming so you will always have something to talk about
which will boost your confidence and will encourage you to talk even more. Even
if your interviewer did not play a single computer game in his life, online
gaming is undoubtedly an interesting topic. So if the question comes up, don't
be afraid to talk about your expertise as a gamer.
4. Be Talkative and expressive. Talk a lot but don't interrupt - know
when to wait for your turn to speak. Never say fillers like "ahh" and
"uhmm". Avoid dead-air conversations. Initiate a topic or say that
you're already done talking. Be expressive and don't wait for your interviewer
to give you a follow-up question so you could elaborate your answer. If you say
you're favorite movie is Despicable Me, do you just stop there and wait for
your interviewer to ask "why?"? Duhh. That's kinda stupid you know.
Of course, expand your answer immediately.
Have a presence of mind and keep mental notes of important things
your interviewer is saying so you will not be repeating them later on. Like
when your interviewer already said he wants you to tell him how you were able
to kill a tiger with just a fork and, a few paragraphs later you ask about it
again. That's bad for you since it only shows you don't know how to pay
attention.
Cut the habit of "parrotting". This is common to most
Filipinos that are too LAZY to think for creative answers. Like a pageant
contestant asked "How does your family inspire you?". To buy time,
the lazy contestant replies, "How does my family inspire me? Of course
they inspire me because... (Blah, Blah)" Please, avoid this annoying habit.
5. Always have the habit to impress. You gotta have that "wow factor"
in almost everything you do. Do or say something unusual and unforgettable but
don't brag. Something more like cocky. For example, i was asked by my
interviewer what i know about the company and why I choose them. So I talked
about the company's history, financial status, clients, missions and visions
and even current officers describing those details like the back of my hand. My
interviwer was smiing and said I really did my homework. I said I always come
prepared, what more if I'm already working with them. With that, I gave them
assurance that they need someone like me and letting me go will be their loss.
Elucidate funny life experiences and how they could help you in
becoming a call center agent. Like when you were still a journalist and how you
were able to get information from residents other journalists failed to, Like
when you were still a cashier at Jollibee for 2 years and you were able to
handle customer's complaints with ease.
Mention those that will put you in a positive first impression.
Never talk about how you were able to convince your previous manager to give
you another chance even though you already had a month's worth of AWOLs. Never
talk about how you were able to steal a promotion from a co-worker. These
things are negative and will make your interviewer's eyebrows meet giving him
only second thoughts on hiring you.
6. Enroll in a TESDA call center training
program. If you already fulfilled the first 5 steps
and still nobody hires you, find a TESDA-accredited training center. If you're
from Cebu I would suggest ExcelAsia at Gorordo Avenue. Like other call center
training groups, the training is for free but they don't just teach you with
speech practice, also on how to answer interview questions correctly; how to
type with accuracy and speed; how to impress the interviewer and; how to
construct your resume. In their program they give you 100 hours (2 weeks) of
strictly speaking in English until you become comfortable in making good
conversations with it. They will even assist and give you appointments with
popular call centers making sure you'll have a higher chance of getting hired
on the spot.
7. Have a clear present mind and learn when
to give praise and pray for God's guidance. If you badly needed easy money for family
reasons just be honest with your interviewer and even to God. Be honest about
your main goals in applying which is usually the money. If the interviewer asks
why you choose them instead of a higher-paying center than theirs just simply
say you badly needed a job now and you're in no position to be choosy. For you
to be honest have a clear and present mind. Before going to an interview, make
sure you have a good night's sleep; you ate enough,; you had coffee or energy
drink and; you're not bothered by the stress of your life problems.
Most importantly remember when you get hired, always sing or say
praises to God and be thankful because without him, you can never be successful
in applying at any job right? :)
Goodluck! ^_^
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