{"id":116692,"date":"2022-05-19T23:07:38","date_gmt":"2022-05-19T21:07:38","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/22-consigli-e-trucchi-per-call-center-per-rendere-il-tuo-lavoro-un-po-piu-facile-e-piacevole\/"},"modified":"2024-10-18T18:55:54","modified_gmt":"2024-10-18T16:55:54","slug":"22-consigli-e-trucchi-per-call-center-per-rendere-il-tuo-lavoro-un-po-piu-facile-e-piacevole","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/it\/blog\/22-consigli-e-trucchi-per-call-center-per-rendere-il-tuo-lavoro-un-po-piu-facile-e-piacevole\/","title":{"rendered":"22 consigli e trucchi per call center per rendere il tuo lavoro un po&#8217; pi\u00f9 facile (e piacevole)"},"content":{"rendered":"\n<div id=\"left-panel\" class=\"wp-block-group left-panel\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h1 class=\"wp-block-heading\">25 tips and tricks that will make working in a call center fun<\/h1>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-white-color has-orange-background-color has-text-color has-background wp-element-button\"      href=\"https:\/\/test-staging.cloudtalk.io\/it\/programma-una-demo\/\" style=\"border-radius:3px\">CONTACT SALES<\/a><\/div>\n\n\n\n<div class=\"wp-block-button btn-ghost\"><a class=\"wp-block-button__link has-grey-color has-light-white-background-color has-text-color has-background wp-element-button\"      href=\"https:\/\/test-staging.cloudtalk.io\/it\/cloudtalk-14-giorni-di-prova-gratuita\/\" style=\"border-radius:3px\">TRY FOR FREE<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n<div class=\"wp-block-group container-short\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"538\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/02\/25_tips-1024x538.png\" alt=\"25 call center tips and tricks\" class=\"wp-image-154293\" srcset=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/02\/25_tips-1024x538.png 1024w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/02\/25_tips-300x158.png 300w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/02\/25_tips-768x403.png 768w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/02\/25_tips-200x105.png 200w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/02\/25_tips-784x412.png 784w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/02\/25_tips-560x294.png 560w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/02\/25_tips-484x254.png 484w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/02\/25_tips-400x210.png 400w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/02\/25_tips-392x206.png 392w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/02\/25_tips-152x80.png 152w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/02\/25_tips-257x135.png 257w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/02\/25_tips-64x34.png 64w, https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2021\/02\/25_tips.png 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p class=\"has-black-color has-text-color has-medium-font-size\">The average contact center has an employee turnover rate of <a href=\"https:\/\/sharpencx.com\/blog\/need-know-contact-center-turnover-rate\/\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\">between 30% and 45%<\/span><\/a>, and those who leave often have horror stories to share. They say working there is stressful, exhausting, and only suitable for short-term employment. It\u2019s no wonder, then, that so many people today are under the impression that working at a call center is an experience you\u2019re better off avoiding. But does it actually have to be as bad as they say?\u00a0<\/p>\n\n\n\n<p>We\u2019d argue that it doesn\u2019t, and so would the many thousands of people who\u2019ve made a successful career out of call center work. These call center veterans often rely on certain tips and tricks, things that make their work not only bearable but enjoyable.\u00a0<\/p>\n\n\n\n<p>We\u2019ve compiled a list of 25 of these tips and tricks, guaranteed to make your life in a call center easier, more productive, and more satisfying.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#000\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-white-color has-text-color\">Learn how to communicate successfully.<\/p>\n<\/div><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-medium\"><img loading=\"lazy\" decoding=\"async\" width=\"450\" height=\"635\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/08\/eBook-power-words-and-phrases.svg\" alt=\"\" class=\"wp-image-177248\"\/><\/figure><\/div>\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/?page_id=174512\/\">Read for free<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"1-create-a-to-do-list-and-sort-tasks-by-priority\"><strong>#1 Creare una lista di cose da fare e ordinare i compiti per priorit\u00e0<\/strong><\/h2>\n\n\n\n<p>It may sound unnecessary, but creating a to-do list to keep track of your tasks and goals can really help you manage your time better. Here\u2019s why:\u00a0<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You can see what you have to do that day \u2014 which tasks you can do in a flash and which will take more of your time and energy<br\/><\/li>\n\n\n\n<li>You can sort your tasks by priority and get the most pressing matters out of the way first. This is especially useful if you are feeling overwhelmed by the amount of work you have to do since it may not seem as daunting when you note it all down and put it in order.<\/li>\n<\/ul>\n\n\n\n<p>Crossing out the tasks you\u2019ve already finished gives you a boost of confidence and makes it easier to deal with the rest of your work.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"2-don-t-multitask\">#2 Don\u2019t multitask<\/h3>\n\n\n\n<p>Think that multitasking will allow you to finish your daily task faster? Then think again. When doing several tasks at once, not only is it difficult to properly focus on either of the tasks, but you are also far more likely to make mistakes.\u00a0<\/p>\n\n\n\n<p>It\u2019s much better to focus on one task for a specific amount of time (like 30 minutes or an hour) and then moving on to a completely different task, rather than attempt to do both at once. However some\u00a0<a href=\"https:\/\/www.refrens.com\/grow\/productivity-tools-for-entrepreneurs\/\" target=\"_blank\" rel=\"noreferrer noopener\">productivity tools<\/a>\u00a0can help you with workload and time management and thus avoid multitasking.<\/p>\n\n\n\n<p>If you haven\u2019t read it yet, we recommend checking out the book The One Thing by Gary Keller.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"3-take-notes-while-on-calls\">#3 Take notes while on calls<\/h3>\n\n\n\n<p>Writing down your call notes after hanging up the phone seems logical, right? Wrong. If you write down your notes only after a call has ended, there\u2019s a risk you might forget essential details mentioned during your conversation. It\u2019s always better to take notes during calls. Here\u2019s why:\u00a0<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>It will help you remember all details and suggestions given to the caller.<\/li>\n\n\n\n<li>It will save you quite some time you would otherwise spend on ACW \u2013 just copy the notes you already took into your call log and you\u2019re done.\u00a0<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"4-it-s-okay-to-not-know-something\">#4 Don&#8217;t tell a customer you&#8217;re &#8220;new here&#8221;<\/h3>\n\n\n\n<p>You might sometimes think that both callers and management expect you to be a walking encyclopedia of answers to all possible questions and issues. But even veteran sales reps don\u2019t know the answer to every question and sometimes need to ask for help.You can\u2019t solve every problem and satisfy 100% of customers, as some things will be beyond your control.\u00a0<\/p>\n\n\n\n<p>Rather than pretend you know the answer when you don\u2019t (the caller will quickly notice that), admit honestly that you can\u2019t answer the question or issue but that you can contact someone who will know. That will make you come across like a helpful and professional agent, not a \u201cknow-it-all.\u201d\u00a0While it\u2019s perfectly fine to tell a caller you don\u2019t know an answer to a question or how to solve a given issue, you can\u2019t justify it by saying that you were only recently hired. If you do, you might make the customer doubt your abilities to solve their issue, and they might ask to be transferred to a different agent. So even if you are a novice, avoid mentioning or implying it to a customer.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"5-don-t-tell-a-customer-you-are-new-here\">#5 Get to know your calling tools and knowledge base<\/h3>\n\n\n\n<p>Needing help with an unexpected issue or task you are unfamiliar with is one thing, but during calls, you won\u2019t have much time to ask a coworker for help with a tool or search through the knowledge base.<\/p>\n\n\n\n<p>So to avoid a nerve-wracking situation when you can\u2019t find the necessary article in the database or when you forget how to perform a given task in the phone system (which won\u2019t make a good impression on the caller), take your time to learn how your phone tools work inside-out and what the main features and specifications of the products you offer are. Not only will that boost your own confidence, but your knowledge will also impress callers.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"6-ask-for-help-if-you-need-it\">#6 Write a calling script<\/h3>\n\n\n\n<p>Imparare tutto quello che c&#8217;\u00e8 su un prodotto o un sistema \u00e8 importante, ma quando si devono fare diverse chiamate durante un giorno, si pu\u00f2 ancora rimanere bloccati. Ma se hai una guida a portata di mano nelle vicinanze, puoi tornare rapidamente in pista.<\/p>\n\n\n\n<p><em>Call scripts are incredibly helpful for anyone who has to make tons of calls every day.<\/em><\/p>\n\n\n\n<p>Call scripts are especially convenient during hectic days or as guides for new agents that are just starting to learn the ropes, as having a pre-written dialogue can take a lot of stress off their shoulders.\u00a0\u00a0A pro-tip here is to add answers to frequently answered questions, <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/9-effective-ways-to-handle-angry-customers-with-examples\/\">ways to deal with rude customers<\/a>, or tips to overcome sales objections to your script. You can train them upfront with your colleagues or analyze weak links in your speech with <a href=\"https:\/\/test-staging.cloudtalk.io\/blog\/sales-coaching-software\/\" data-type=\"link\" data-id=\"https:\/\/test-staging.cloudtalk.io\/blog\/sales-coaching-software\/\">sales coaching software<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"7-get-to-know-your-phone-tools-and-knowledge-database\">#7 Speak slowly and calmly<\/h3>\n\n\n\n<p>Customers can immediately sense an agent\u2019s mood from the way they speak. You have surely had many situations when you called someone, and the person on the other end made you feel like you were a nuisance, right? What was your response to that? Wishing to end the call as soon as possible? If the agent sounds frustrated or irritated, that makes the caller nervous as well. However, if agents speak in a natural and upbeat voice, the callers feel more at ease.Talking at a rapid pace can also frustrate the caller. For you, it may sound like you want to give them as much information as possible, but for the caller, it might seem like you want to end the call as soon as possible. Besides, speaking fast makes it difficult for the caller to understand what you are saying.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"8-write-a-call-script\"><strong>#8 <\/strong>Don&#8217;t overpromise<\/h3>\n\n\n\n<p>When solving a customer\u2019s issue, never leave them with an answer or solution that makes them upset or disappointed, as this might make them leave the company in a flash.<\/p>\n\n\n\n<p>For example, imagine you call a company selling computer optimization software and tell them that your license was marked as expired even though it should have been valid for five more months. How would you feel if the support agent told you that if you didn\u2019t buy the license straight from their shop and didn\u2019t register it through their system, then they can\u2019t help you, and you need to buy a new license. Not very good we bet.\u00a0\u00a0\u00a0\u00a0<\/p>\n\n\n\n<p>Before ending a call, make sure your customer is satisfied with the answer you gave them and that they don\u2019t have any additional questions. In case you will be following up, also inform them when you will call again.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"9-analyze-your-calls\"><strong>#9 <\/strong>Do put callers on hold<\/h3>\n\n\n\n<p>Customers do not like being put on hold, as it makes the call last longer. But if it will actually help them get their problem solved faster, they are much more likely to agree. If you need to ask a superior or coworker for advice or an explanation, don\u2019t hesitate to put the customer on hold. But that doesn\u2019t mean you can leave them hanging!\u00a0<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>First, ask your customers if they are willing to wait for a while on hold while you ask a coworker for help with their issues.<\/li>\n\n\n\n<li>If they agree, tell them (if you know) how long they will be put on hold for and that you will get back to them as soon as possible.<\/li>\n\n\n\n<li>After returning to the call, thank the customer for staying on hold.<\/li>\n\n\n\n<li>If a customer says they don\u2019t want to stay on hold (if they are busy, for example), ask them if and when you can contact them later.<\/li>\n<\/ul>\n\n\n\n<p>Customers prefer getting their issues solved on the first call rather than having to make several. If that means they have to spend a bit more time on the line, most of them are okay with it.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"10-speak-slowly-and-calmly\"><strong>#10 <\/strong>Learn how to deal with rude customers<\/h3>\n\n\n\n<p>It\u2019s one thing when a customer voices their dissatisfaction about a faulty product or service, but it\u2019s entirely different when callers resort to offensive language, verbal abuse, or even threats.<\/p>\n\n\n\n<p>What can you do in such a situation? One solution is to remind yourself that the customer isn\u2019t angry at you, even if the insults seem to be directed at you. They\u2019re mad at the software, at the company\u2019s policies, at themself for making a stupid mistake and having to ask for help, or just angry because of something completely unrelated to the call and need a way to vent off. You just appeared conveniently in their way, so don\u2019t let them get to you. Be polite, apologize for the inconvenience, and keep calm \u2013 even if you feel tempted to talk back.<\/p>\n\n\n\n<p>Our tip on what to do after such an encounter? Take a break and give yourself time to calm down. You can vent to a coworker about the caller, do some <a href=\"http:\/\/totalshape.com\/fitness\/pre-workout-stretches\/\" target=\"_blank\" rel=\"noopener\">stretching exercises<\/a>, rest, or have a snack and cup of tea. If the caller was especially aggressive, report them to management.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"11-smile-while-talking-on-the-phone\">#11 Use the mute button<\/h3>\n\n\n\n<p>Mute buttons are great for three things:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>short pauses during a call when you don\u2019t need to put the customer on hold<\/li>\n\n\n\n<li>having a way to get an angry customer to vent their frustration without you having to listen to them<\/li>\n\n\n\n<li>for venting off whenever you have an especially difficult customer<\/li>\n<\/ul>\n\n\n\n<p>But as plenty of \u201cmute button failure\u201d stories can attest, trusting it too much might result in a pretty awkward situation. Double-check the mute button before venting to a colleague to make sure your caller won\u2019t hear you.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"12-don-t-leave-the-caller-disappointed\"><strong>#12 <\/strong>Automate some tasks<\/h3>\n\n\n\n<p>Besides answering or making calls, you surely have dozens of smaller tasks you have to do every day \u2013 updating your database, checking your metrics, writing emails, and all other tasks that are a part of your ACW routine. But do you really need to do all of those manually? Not in 2022!\u00a0<\/p>\n\n\n\n<p>There are plenty of automation tools on the market nowadays that can free some of your time and let you focus on your customers. For example, <a href=\"https:\/\/test-staging.cloudtalk.io\/it\/funzionalita\/\" target=\"_blank\" rel=\"noreferrer noopener\">CloudTalk<\/a> can offer several handy ways to automate some of your daily tasks and make your work life a bit easier, such as:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/call-queuing\/\" target=\"_blank\" rel=\"noreferrer noopener\">Automatic call queuing<\/a> \u2013 all incoming calls are sorted into different queues based on previously defined rules and are automatically directed to the right agent.\u00a0<\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/it\/software-di-registrazione-per-call-center\/\" target=\"_blank\" rel=\"noreferrer noopener\">Call recording<\/a> \u2013 CloudTalk can automatically record all calls and store them inside a database, where they can be accessed at any time.<\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/call-notes\/\" target=\"_blank\" rel=\"noreferrer noopener\">Call notes<\/a> \u2013 allow you to add comments to any call you want, either during or afterward.\u00a0<\/li>\n\n\n\n<li><a href=\"https:\/\/test-staging.cloudtalk.io\/it\/dialer-intelligente\/\" target=\"_blank\" rel=\"noreferrer noopener\">Smart dialer<\/a> \u2013 this feature automatically compiles phone numbers into a list and lets you go through them one by one without dialing manually.<\/li>\n<\/ul>\n\n\n\n<p>Call center tools can also help you save valuable minutes on your After-Call Work (ACW) tasks, which means you will have more time to help your callers.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"13-do-put-your-callers-on-hold\">#13 Analyze your calls<\/h3>\n\n\n\n<p>It takes a lot of practice to be able to offer exceptional customer support. With each phone call you make, you will learn more and can use that knowledge to improve your skills for the next call. But when you make dozens of calls each day, remembering every detail from them is virtually impossible.<\/p>\n\n\n\n<p>Fortunately, now you can record all your calls just by pressing one button and store them to analyze later whenever you wish, both to identify your strengths and to find areas in which you could improve.<\/p>\n\n\n\n<p>Our advice is to play those recordings to a coworker and ask them for an opinion \u2013 they might point out things that you didn\u2019t think about or give you tips on dealing with specific problems.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"14-ask-the-right-questions\">#14 Ask for help if you&#8217;re stuck<\/h3>\n\n\n\n<p>We all have bad days when the work doesn\u2019t go the way we want it to. On days like those, it can be difficult to engage with customers.\u00a0<\/p>\n\n\n\n<p>Here\u2019s a couple of easy questions that you can ask to find out what exactly is bothering a caller:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Is something not clear to you?<\/li>\n\n\n\n<li>Do you need help using the phone system or other call center tools?<\/li>\n\n\n\n<li>Do you have a problem with filling in your paperwork?<\/li>\n<\/ul>\n\n\n\n<p>Don\u2019t hesitate to ask other coworkers for tips or help if you feel like you have too much on your plate. You don\u2019t have to do everything on your own \u2013 accepting someone else\u2019s help once in a while and helping others in return is what makes a great team.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"15-be-exceptionally-patient-with-elderly-people\">#15 Smile when talking on the phone<\/h3>\n\n\n\n<p>Following on from the previous point \u2013 do you know a great way to make yourself sound cheerful when answering a call? Smiling while doing so! This might sound like a strange tip (smiling into a phone recorder?), but according to several studies, it does work.<\/p>\n\n\n\n<p><em>Smiling changes your tone of voice for a more positive one, and your callers can hear it!\u00a0<\/em><\/p>\n\n\n\n<p>You can test it out for yourself \u2013 try saying something with a smile and then say the same thing with a neutral expression. You\u2019ll probably notice that your voice sounds more friendly and upbeat in the former case. Starting a call with a smile is a great way to set a positive tone for the whole conversation.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"16-admit-to-your-mistakes\"><strong>#16 <\/strong>Be exceptionally patient with elderly people<\/h3>\n\n\n\n<p>Dealing with elderly customers\u2019 phone calls comes with its own challenges. Firstly, it might be difficult for them to explain to you exactly what problem they have or what they want you to do for them, so you need to give them extra attention and ask them detailed questions.\u00a0<\/p>\n\n\n\n<p>It might also take them longer to make decisions or respond to your questions. Stay patient, listen carefully, and ensure they have understood the instructions you gave them (you can suggest that they write them down) and are satisfied with the way the issue was handled.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"17-take-a-break-if-you-need-it\"><strong>#17 <\/strong>Admit to your mistakes, and don&#8217;t be shy about apologizing<\/h3>\n\n\n\n<p>For some reason, plenty of people (and companies) seem to think that if they pretend they are infallible and that they never make mistakes, then customers will be more confident in their service or product. And quite often, that strategy backfires when a company tries to cover up a glaring mistake they made instead of simply apologizing to the customer. We are all humans who make mistakes, after all.\u00a0<\/p>\n\n\n\n<p>So whether you made a mistake during a call with a client or made an error in your paperwork, admit to it and fix it. That will show you are taking responsibility for your actions and are willing to face the music if you mess up. And trust me, nothing makes a customer more impressed than when an agent can sincerely apologize to them for making a mistake. \u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"18-move-around\"><strong>#18 <\/strong>Personalize your workspace<\/h3>\n\n\n\n<p>We spend around a third of our lives at work. What does your workspace look like? Do you have just a computer, a phone, and many office-related papers on your desk? If you sit at a dull, gray desk in a cluttered room for the whole day, it might be hard to remain upbeat, productive, and motivated. So why not turn your corner, cubicle, or room into something a bit more welcoming?<\/p>\n\n\n\n<p>To brighten up your desk, you can add personal items like family photos, travel memorabilia, mascots, <a href=\"https:\/\/www.printful.com\/blog\/sticker-ideas\" data-type=\"link\" data-id=\"https:\/\/www.printful.com\/blog\/sticker-ideas\" target=\"_blank\" rel=\"noopener\">custom stickers<\/a>, funny posters, plants, or any other stuff that makes your workstation a bit more of a cheerful place to spend time.<\/p>\n\n\n\n<p>Of course, remember you are still at work \u2013 so cluttering your desk with trinkets or using beach photos isn\u2019t the best idea.\u00a0<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"19-use-the-mute-button-just-be-careful\">#19 Take a break if you need it<\/h3>\n\n\n\n<p>With so much happening during the day, you might have problems finding time for a short break \u2013 especially if you have a never-ending amount of calls and issues to solve. But you probably also noticed that your energy and productivity plummet if you spend hours in front of your screen or making call after call.<\/p>\n\n\n\n<p>Whenever this happens, take a break! Having a short rest to step away from your screen and have a little walk can refresh your mind and let you get back to working at 100% again.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"20-learn-how-to-deal-with-rude-customers\"><strong>#20 <\/strong>Move around<\/h3>\n\n\n\n<p><a href=\"https:\/\/ergonomictrends.com\/sedentary-lifestyle-sitting-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\">25% of Americans spend more than 8 hours a day sitting, and 44% say they don\u2019t do any physical activity during the week.<\/a> We all know that sitting for long periods is unhealthy \u2013 we have heard about it plenty of times already. Especially in call centers, where the work never ends, you might feel like a large part of your job is spent on your bum.\u00a0\u00a0<\/p>\n\n\n\n<p>But what to do when gyms are (mostly) closed, and the last thing you can think about when returning home is doing a workout? There are a couple of exercises you can do between calls: from shoulder raises, arm circles, and chair squats to calf raises, imaginary jump ropes, and wall push-ups, just to name a few. Afraid of getting weird looks from your coworkers? Walking during the day or climbing the stairs instead of using the elevator can work just as well.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"21-personalize-your-workplace\">#21 Don&#8217;t take things personally<\/h3>\n\n\n\n<p>Customers, especially aggravated ones, can say really hurtful things sometimes. They\u2019re looking for a scapegoat, and the unlucky customer service agent who picks up their call usually faces the brunt of their anger.\u00a0<\/p>\n\n\n\n<p>It\u2019s important to remember that a frustrated customer isn\u2019t actually frustrated with you. Rather, they\u2019re frustrated by their situation \u2014 the product isn\u2019t working correctly, or their delivery package is late. Reminding yourself of this fact will help you maintain your composure when dealing with angry customers.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\" id=\"22-leave-some-tasks-to-automation\"><strong>#22 <\/strong>Practice using coping mechanisms<\/h3>\n\n\n\n<p>Coping mechanisms can help you make it through even the toughest of weeks. Here are a few of our favorites:\u00a0<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Have a quick stretch in between calls\u00a0<\/li>\n\n\n\n<li>Squeeze a stress ball while talking to customers\u00a0<\/li>\n\n\n\n<li>Get some fresh air\u00a0<\/li>\n\n\n\n<li>Socialize with colleagues in the break room\u00a0<\/li>\n<\/ul>\n\n\n\n<p>No matter what your preferred coping mechanism is, be sure to incorporate it into your daily routine. It\u2019s the best way to avoid burnout as a call center agent.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">#23 Be kind to yourself<\/h3>\n\n\n\n<p>All of us are human, and we\u2019re prone to making the occasional mistake, and we should never beat up on ourselves about it.\u00a0<\/p>\n\n\n\n<p>Call center agents especially have to deal with stressful situations day in and day out. Frustrated callers, overbearing bosses, and redundant call scripts are just a few of the many things that make this job tough.\u00a0<\/p>\n\n\n\n<p>So if you feel like you need a break, take it. Your mental health matters a great deal, so always remember to be kind to yourself.\u00a0<\/p>\n\n\n\n<p>Oh, and don\u2019t forget to drink enough water!<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">#24 Meditate if you can<\/h3>\n\n\n\n<p>Meditation has helped people recover and re-energize for millennia. When you work a stressful job in a call center, meditation can be key to keeping centered. If you\u2019re able to find a quiet place at the office in which to meditate, more power to you. If you find you\u2019re more comfortable meditating at home, that\u2019s alright, too.\u00a0<\/p>\n\n\n\n<p>Whatever the environment, routine meditation can help you become and remain the best version of yourself.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-black-color has-text-color\">#25 Leave work at the office<\/h3>\n\n\n\n<p>Call center work is such demanding work, it\u2019s important to leave it at the office. The time between clocking out in the evening and clocking in the morning is all your own. Even if you&#8217;re working from home with a <a href=\"https:\/\/test-staging.cloudtalk.io\/remote-office-phone-system\/\" data-type=\"link\" data-id=\"https:\/\/test-staging.cloudtalk.io\/remote-office-phone-system\/\">remote phone system<\/a> \u2013 it still applies. Make the most of it by engaging in relaxing activities like cooking, reading, or walking a dog. Of course, everyone relaxes differently \u2014 just find out what works for you and be sure to always make time for it.<\/p>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ct-evo-cta-simple-panel cta-simple-panel\" style=\"background-color:#F8F5FF\"><div class=\"cta-simple-panel-inner\">\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>CloudTalk helps thousands of companies grow.<\/p>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"300\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2023\/05\/need-another-feature.svg\" alt=\"\" class=\"wp-image-169194\"\/><\/figure>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-ghost\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/test-staging.cloudtalk.io\/it\/cloudtalk-14-giorni-di-prova-gratuita\/\">Try it for free<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\" id=\"conclusion\"><strong>Pros and cons + Conclusion:<\/strong><\/h2>\n\n\n\n<p><br\/>To summarize, here\u2019s a quick list of the pros and cons of working in a call center:<\/p>\n\n\n\n<p>Pros:\u00a0<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Work in the comfort of an indoor office\u00a0<\/li>\n\n\n\n<li>Not physically demanding\u00a0<\/li>\n\n\n\n<li>Regular working hours, free weekends\u00a0<\/li>\n\n\n\n<li>Improved social skills\u00a0<\/li>\n\n\n\n<li>No college degree necessary\u00a0<\/li>\n<\/ul>\n\n\n\n<p>Cons:\u00a0<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>High employee churn\u00a0<\/li>\n\n\n\n<li>Financial insecurity\u00a0<\/li>\n\n\n\n<li>Lack of physical exercise\u00a0<\/li>\n\n\n\n<li>Difficult to climb the corporate ladder\u00a0<\/li>\n\n\n\n<li>Have to deal with difficult customers<\/li>\n<\/ul>\n\n\n\n<p>Il lavoro di un agente di call center richiede un&#8217;enorme quantit\u00e0 di pazienza e nervi d&#8217;acciaio &#8211; e con le crescenti aspettative dei clienti, questo probabilmente non cambier\u00e0. Ma questo significa che il lavoro di call center deve essere un incubo? Usare i nostri consigli e trucchi per call center pu\u00f2 rendere la tua vita di call center un po&#8217; pi\u00f9 facile e soddisfacente, quindi perch\u00e9 non provarli oggi?<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-black-color has-text-color\">FAQ Section<\/h2>\n<\/div><\/div>\n\n<div class=\"wp-block-cover ct-block-article-faq ct-virtual-numbers-page-rankmath-cover\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-white-background-color has-background-dim-0 has-background-dim\"><\/span><img decoding=\"async\" class=\"wp-block-cover__image-background wp-image-148766\" alt=\"\" src=\"https:\/\/test-staging.cloudtalk.io\/wp-content\/uploads\/2022\/10\/blog-article-faq-cover-question-marks.svg\" data-object-fit=\"cover\"\/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-group container-fluid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading ct-block-article-faq-header\">What did you find in this article?<\/h3>\n\n\n<div id=\"rank-math-faq\" class=\"rank-math-block\">\n<div class=\"rank-math-list \">\n<div id=\"faq-question-1659457945933\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">How to improve call center efficiency?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Improving overall performance boosts call center efficiency. Call center efficiency is all about taking the proper steps in order to reach objectives. Here is how you can be more efficient:<\/p>\n<p>\u25aa\ufe0f focus on the problem,<br \/>\u25aa\ufe0f make\u00a0<a href=\"https:\/\/staging.cloudtalk.io\/call-notes\/\" target=\"_blank\" rel=\"noreferrer noopener\">call notes<\/a>,\u00a0<br \/>\u25aa\ufe0f be polite, empathetic and act naturally,<br \/>\u25aa\ufe0f don&#8217;t speak too fast,<br \/>\u25aa\ufe0f don&#8217;t interrupt customer and listen actively,<br \/>\u25aa\ufe0f pay attention,<br \/>\u25aa\ufe0f restate the issue,<br \/>\u25aa\ufe0f\u00a0<a href=\"https:\/\/staging.cloudtalk.io\/call-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\">analyze your calls<\/a>.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1659458014353\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">How to be a good call center agent?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>There are a few things that make for a\u00a0<a href=\"https:\/\/staging.cloudtalk.io\/blog\/how-to-improve-call-center-agent-performance\/\" target=\"_blank\" rel=\"noreferrer noopener\">good call center agent<\/a>. The most important qualities are\u00a0<a href=\"https:\/\/staging.cloudtalk.io\/blog\/improve-your-agent-skills-in-5-easy-steps\/\" target=\"_blank\" rel=\"noreferrer noopener\">great communication skills<\/a>\u00a0and patience.\u00a0Good agent also should:<\/p>\n<p>\u25aa\ufe0f be good at handling pressure,<br \/>\u25aa\ufe0f be efficient, fast but still able to maintain quality,<br \/>\u25aa\ufe0f have a talent for problem solving,<br \/>\u25aa\ufe0f know how to multitask,<br \/>\u25aa\ufe0f be a team player,<br \/>\u25aa\ufe0f work on his emotional stability and empathy,<br \/>\u25aa\ufe0f have positive attitude,<br \/>\u25aa\ufe0f be hungry for knowledge and self development.<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1659458076072\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">How to make a call center job fun?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>5 ways to make\u00a0<a href=\"https:\/\/staging.cloudtalk.io\/blog\/what-are-the-duties-and-responsibilities-of-call-center-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">call center job<\/a>\u00a0exciting:<\/p>\n<p>\u25aa\ufe0f Have a great\u00a0<a href=\"https:\/\/staging.cloudtalk.io\/virtual-call-center-software\/\" target=\"_blank\" rel=\"noreferrer noopener\">call center software<\/a>,<br \/>\u25aa\ufe0f create a pleasant company culture (set your company values and vision),<br \/>\u25aa\ufe0f suggest\u00a0<a href=\"https:\/\/staging.cloudtalk.io\/blog\/best-11-customer-service-games-activities-and-training-ideas\/\" target=\"_blank\" rel=\"noreferrer noopener\">creative activities<\/a>\u00a0( breakfast party or theme days, celebrate birthdays, anniversaries, etc.),<br \/>\u25aa\ufe0f share experiences between colleagues,<br \/>\u25aa\ufe0f surprise your agents with a small gift (personalized mug, creative t-shirt, basket of sweets, etc.).<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1671743999115\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">How to sound confident over the phone in call center?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p><strong>Here are our tips for your call center agents to feel more confident:<\/strong><\/p>\n<p>-Talk with energy in your voice<br \/>-Pay attention to articulation<br \/>&#8211; fake it till you make it<br \/>&#8211;<a href=\"https:\/\/staging.cloudtalk.io\/blog\/improve-your-agent-skills-in-5-easy-steps\/\" target=\"_blank\" rel=\"noopener\">be prepared<\/a>\u00a0for different questions<\/p>\n\n<\/div>\n<\/div>\n<div id=\"faq-question-1671744060263\" class=\"rank-math-list-item\">\n<h3 class=\"rank-math-question \">How to deal with stress in a call center?<\/h3>\n<div class=\"rank-math-answer \">\n\n<p>Sometimes, call center agents deal with stressful situations. Thus, they should know a few\u00a0<a href=\"https:\/\/staging.cloudtalk.io\/blog\/9-simple-tips-on-how-to-make-cold-calling-far-less-stressful\/\" target=\"_blank\" rel=\"noreferrer noopener\">stress management techniques<\/a>. In a call center, it is important to take things easy and find ways to calm down. Call center agents should learn how to not take things personally and how to give themselves a break when they feel overwhelmed.<\/p>\n\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div><\/div>\n\n\n\n<div style=\"height:75px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>The average contact center has an employee turnover rate of between 30% and 45%, and those who leave often have&#8230;<\/p>\n","protected":false},"author":31,"featured_media":220626,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[249],"tags":[],"class_list":["post-116692","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-center-it"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/posts\/116692","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/users\/31"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/comments?post=116692"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/posts\/116692\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/media\/220626"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/media?parent=116692"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/categories?post=116692"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/it\/wp-json\/wp\/v2\/tags?post=116692"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}