Topics studied in the class



What’s a call center?

A call center is an office where agents receive a lot of calls from consumers who ask for customer service, have complaints or need technical support. Also, a call center has agents who make calls to offer products and services to people.  Furthermore, a call center has a physical place with workstations in which there are computers and telephones with a headset. Among the personnel that works at a call center are managers, supervisors or team leaders and agents.

 

Based on the experience gain during the classes, I consider that working in a Call Center has good benefits for people. First, an agent gets involved in the American Culture and learns to deal with different types of people and improves his/her level a proficiency in the English language. Second, a call center agent can make good money if he or she is responsible and has discipline in his work. Finally, the development as a professional is great. A  person with that work experience and knowledge is ready for success.

Time is money

American Business culture has an outstanding aspect of being successful in life. That is called the American dream. That means that everyone has the opportunity to reach it. All depends on the enthusiasm and hard work that one makes. Another crucial aspect that is related to time is punctuality. Being punctual is as important as saving money. Being late, on the other hand, is seen as rude and disrespectful. American people love schedules. They have fixed work schedules to follow. When they have a meeting, they go directly to the point instead of being around the bush. I really like their point of view and importance they give to being punctual and how they take advantage of time in every aspect of life.

Handling an angry caller

When working in a call center, an agent will come across with angry callers. This situation occurs every day. Customers feel frustrated with the service they receive or the money they have to pay without any good results for them. Angry callers are so common. For that reason, a call center agent must listen, remain calm and try to make the caller happy. Listening to people is one the most important aspects that a person should have in order to maintain a peaceful environment and good relationships with others. Now in the call center area, agents are forced to listen to people in order to avoid stressful situations and lose their jobs. I believe that listening to angry callers is the key to making them feel important and get calm.

Predicting customer’s needs

Predicting customer’s needs is crucial for running a successful business. Being able to predict customer’s needs is an advantage that a business person must take into account in the business world.

It is so important to make a diagnostic of what people need, give accurate answers and solutions and just provide customers service. An excellent way to predict what customers need is to offer new services or products that they have not thought about. That’s the way how telecommunication companies work. They’re constantly offering new features on their cell phones and people are satisfied with that. Thinking about people new will lead a business to be successful and make customers happy.

Idioms

Idiomatic expressions are so crucial for call centers agents to manage since customers use these expressions all the time.it  Is so necessary to learn them by heart. We don’t get their meaning word by word; on the contrary, they are expressions of native speakers that have their base on their culture and everyday life. For us to get familiar with American culture and offer an optimus service to customers is a must to get in touch with idiomatic expressions.

Refund policies

A great benefit for customers is the chance they have to return an item that for any reason they don’t want anymore. It is a right that customers have. Consequently, it needs to be observed by companies. It gives them the opportunity to get a refund for such an item. Sometimes, the customer can get the money back or can change the product for a different one or for one in good conditions. It will depend on what the reasons are for asking for the refund.