Call Center Boy Enters the Operations Floor

Call Center Newbie in the Operations Floor

I must admit that being a newbie in the call center industry had an immediate impact in my life. I may even categorize my experience as a culture shock.

What a vast difference between the my previous work in the government and a job in the call center. In terms of pace of change, levels of expectations, performance evaluation and compensation and incentives, among other relevant parameters - my one month in the call center is roughly equivalent to about one year in the municipal government.

The first time I entered the operations floor, I looked for my supervisor then find a workstation I can use. You don't have any permanent workstation in the account where I was deployed.

Call Center Boy Gears

My loyal companions are my Plantronics headset, spill-proof mug, ID with access card and of course a good black jacket. Throw in a cap I bought from the mall too.

In my workstation, you will find a Hewlett-Packard PC installed and an Avaya phone set up. I heard the veteran agents call it the CallMaster.

I also memorized first of all the auxiliary buttons for personal break, 1-hour break called lunch in the call center lingo, 15-minute break, meeting, training and all the rest of the auxes. Never ever make the mistake of pressing the release button if your on a call or your fried. Got it?

CMS Watcher

And the CMS (Call Management System) watcher could be your friend or otherwise. Queueing time they would love to call you and say "GO ON AVAIL PLEASE" if your spending more than what is permitted for your ACW (after call work), which in our case is 30 seconds. Careful also with your AHT (average handling time). Let go of the customers if they are not qualified, okay? Ahh! What time is my break? Not yet. I need to go on a personal break then. I need a leak and get tea or coffee to drink.

Favorite Places

I found out that there are three places call center agents get to spend their time more than any other places, within their shift and other than their workstations. I may be wrong but these are my observations:

• The Smoking Area
• The Pantry
• The Rest Room

Once or twice every two months, you may be invited to attend a team meeting for issues that need to be addressed or for any updates from the client account of [the company].

Cold Feet

After the client-specifics training, call barging, nesting with live calls and all, the first time I walked in the operations floor, I still got cold feet initially. But adapt he did to the new environment this call center boy.