Argh!!! I just took my first call today and it was messed up.

DevilHands

I am working for a call center that's handling an international account and this is harder than I thought! I was able to only do the greeting right and after that BOOM... dead air. It's because I can't really understand what the customer is saying. The line seems kind of choppy. My coach had to save me from that demise. When I am so nervous I also found out that I am grammatically incorrect most of the time .

I was wondering if there are perhaps any actual audio clips I can listen to or some training I can do online just to enhance my listening skill because I was surprise my coach can actually understand the customers despite the choppy line and hard to understand accent.

jen_buga

ganyan talaga pag first time.ako nga naiyak pa kasi di ko talaga maintindihan.i guess ang dapat mo gawin ay magrelax.take a deep breath at higit sa lahat konting focus.naunahan ka lang ng nerbiyos..
I suggest that u watch the following shows sa tnaghali:
Jerry springer show at maury sa tanghali via channel 9..it will help a lot kasi native in their unguarded moments mga tao dito

DevilHands

I see thanks! Grabe, I thought working at a call center would be easy because of the minimum job requirements. I actually graduated at one of the prestiguous school and I was overwhelmed by the amount of multitasking an agent needs to do.

DevilHands

BTW how many calls did it took for you to get the hang of it? I am actually afraid that I might be taking calls again tomorrow and I might mess it up again.

sugarcup

ok lang yan. ako din, first call ko turned to a sup call. sabi pa ng customer sa akin "you really sound like you don't know what you're doing!". may ganun?! talagang napaiyak ako at gusto ko na umuwi at mag-quit right there and then. but i didn't. nagtiyaga lang ako. i'm proud to say after 11 months, na-promote na ako basta sanayan lang yan. don't give up and don't hesitate to ask help from the tenured or experienced agents.
good luck!

jen_buga

well usually in a matter of two weeks makakapag transition ka na kahit pano..for me, I had a hard time understading the black new yorker accent pero after 1 week i got used to it considering im taking around 80 calls a day for a 3 mins aht. What I did was listen to cues, \english language is more of a stress-timed language.kung napapansin mo ang karaniwang me stress ay mga content words. dun ka kumuha ng idea sa mga narinig mong salita..den try to clarify it by asking questions like kung ang narinig mong salita ay refill, follow it up with a question " do u mean u wanna refill your minutes on your phone?" its a matter of clarification kung hindi mo maintindihan, yong tipong kunwari naintiindihan mo pero back up an mo syempre ng konting diskarte sa pagttanung na hindi ka naman mukhang dumb...hope it helps

findingjob

Improve you English listening comprehension skills through practice with audio clips and self-grading quiz pages at
www.esl-lab.com

DevilHands

Findingjob, thank you very much! I think those will be good listening exercises.

khaluamartini

devilhands, ok lang yan...almost all of the agents ay nahirapan on their first call. ako nga ginawaga ko hinold ko lang yung caller tapos nagtanong ako sa QA ko kung ano sasabihin ko kasi naka side by side naman kami at that time. pero kung wala yung QD ko dun malamang goodluck sakin...hehehe anyway saan ba yang company mo?

slim_chance79

Nakakamiss ang first calls, tamang halo ng kaba at excitement.

Devilhands, hingi ka ng recording from your sup, im sure madami syang recording.

khaluamartini

slim_chance79 wrote: »

Nakakamiss ang first calls, tamang halo ng kaba at excitement.

oo nga noh, hindi lang yung first call, idamay mo na din yung first week mo ng calling or nesting as we term it back in ACS. san ka ba nag pioneer slim_chance? naalala mo pa ba, as in super simpleng concern supcall agad....i'm sure meron kang times na ganyan...

keepsake

The first call gave me the jitters as well. I was stuttering like crazy. But just remember what you did during product and language training especially the mock call days and you'll be fine. Mahahasa at mahahasa ka whether you like it or not.

slim_chance79

khaluamartini wrote: »

slim_chance79 wrote: »

Nakakamiss ang first calls, tamang halo ng kaba at excitement.

oo nga noh, hindi lang yung first call, idamay mo na din yung first week mo ng calling or nesting as we term it back in ACS. san ka ba nag pioneer slim_chance? naalala mo pa ba, as in super simpleng concern supcall agad....i'm sure meron kang times na ganyan...

sa TP, sa supersikat na Sprint Clear Pay. Go figure Katakot-takot na dami ng memorable calls dun.

khaluamartini

ako pala may time din na as in nag choke ako, opening lang nasabi ko tapos hindi na ko nakapagsalita..pero sa mock calls yun, buti nalang at dry run lang...hehehehe -

Mage_Teferi

ok lang yan devilhands

ganyan naman talaga pag first time eh..you'll eventually get the hang of it..maswerte ka pa nga ganun eh..yung kabatch ko dati habang nasa call nasuka sa sobrang kaba..practice lang kelangan dyan..matututo ka den eventually..also the school doesn't matter sa call center..it's how you work is what's important

jafirm

That's expected but like they say it's not how you start but how you end it, I mean the shift. If it's that messed up, you should have been pulled out of the floor and reprimanded but it seldom happens to newbies. Escalated maybe but hey, even veterans do mess up!

conyongjologs

Go Devilhands! Kaya mo 'yan! 'Wag ka muna masyado ma conscious sa grammar mo kasi matataranta ka talaga. Pakinggan mo mabuti yung customer. Tsaka wag ka masyado mag isip ng kung anu ano...

Basta pakinggan mo lang yung kausap mo...you'll get the hang of it in time.

jen_buga

naalala ko pa nung first time ko mag calls.lahat ng katabi ko n aka auto in na ako hindi pa kasi natakot tlaga ko.ang ginawa ng training manager siya ang pumindot ng auto in for me, at ang kaloka, transfer call siya.salamat sa diyos.tapos yong sumunod na ayon na, kinakabahan ako tas ang labo sa pandinig ko yiong sinasabi, naamaze ako sa accent nila..i got the hang of it dahil lahat ng kasabay ko puro newbies sa call center at least alam ko im not alone..hahahaha

DevilHands

Guys, thank you very much! You guys made me feel better

khaluamartini - It's in Ventus

bay_antel

Don't give up! kaya mo yan ako rin naging SUPCALL ang first call ko di ko kasi maidescribe ng maigi yung IDE cable sa customer>buti na alng dun si coach sabihin mo mukhang seatbelt ayun natapos rin.

Regarding suggestions ang normally ginagwa ko sa mga newbie agents ko is to have them listen to my tenured agents remotely via AVAYA or listen to recorded calls thru a tool we call NICE.

Good luck!

deathdolls

first call for me was nerve racking.. namumutla talaga ako nun nung may nakausap ako sa avaya.. buti nalang good calls, about the accent masasanay ka na.. pag tumagal yan.. sa sobrang paulit ulit unang pull up mo palang ng account ng customer alam mo na concern nya kahit hindi pa siya ngsasalita.. kung baga pre-assumption.. paulit ulit lang naman concern ng mga customer..