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This question is about call center agent.
How do I train myself to be a call center agent?
There are steps that one can take to better train themselves for the job of call center agent. Although many issues arise as a result of specific customer issues, an agent can work to improve their customer interaction.
Agents should immediately qualify their callers. This step involves getting basic customer information and can be gained through questions asked by the agent at the beginning of the conversation.
The tone of one's voice is important and something that can be practiced. While there is often a script given to call center agents, their tone of voice can have a major impact on the conversation. Recording your own voice while responding to a call can help identify a rushed or uncertain tone.
The best tool that one can use to self-train is to practice mock calls. Ask someone to play the role of a customer with an issue. It is suggested that you and the mock customer face away from one another, thus avoiding facial cues.
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