Tag: agent
All the articles with the tag "agent".
Call Center Career Growth: How to Tell Whether Effort Actually Gets Rewarded Where You Work
Call center career growth depends on one thing you can observe for free: who actually gets promoted. How to read that pattern in a year, and what to do with either answer.
Asking for Help on the Call Center Floor Without Burning the People Who Give It
New agents lose access to peer help in their first weeks without noticing. How to read floor load, who to ask and when, and why a tenured colleague is the most expensive person to interrupt.
Telling a Customer No: How to Close a Call Where the Answer Will Not Change
How to tell a customer no on a billing or outage call without hinting at a reversal that does not exist. What to offer instead, and why a hint becomes a promise.
Technical Support: What to Say When the Problem Cannot Be Fixed
Two technical support calls have no solution: the known bug with no fix date, and the fault in somebody else's product. What to say on each without inventing a promise.
When to Escalate a Call, and When Escalating Counts Against You
When to escalate a call center call, using a threshold that survives a busy queue. What to do when a caller demands a supervisor immediately, and why you get one attempt to talk it down.
Call Center Notes: How to Write Notes That Hold Up When the Call Gets Reviewed
Call center notes get read before the recording, not after. What that changes about how you write them, the section nobody prompts you to fill, and the one detail to keep out entirely.