Call center de-escalation tips pertains to a range of strategies to help agents decrease the intensity of a conflict or potentially violent clash between a customer and an agent. Hereunder are some tips for call center agents.

Remain calm. Keep …

A phone simulation test is an examination conducted in the call center industry in which applicants get to encounter a real like scenario of what a call center agent performs. Using a similar workstation, the applicant will receive a simulated …

At some point in a call center agent’s life, he or she might have encountered an irate customer. This is really inevitable; especially if you are assigned in a customer service account. It is a known fact that for every …

If your job in a call center is being a call center agent or customer service representative, there is a possibility that you have already encountered speaking or communicating with an irate customer. Talking to irate customers is not uncommon …

Working in a call center can pose a lot of health risk, especially when you are assigned in the graveyard shift. The physical, mental and emotional stress brought about by the job itself and your schedule can make your health …

Employee retention in call center industries are said to be always low, due to the fact that agents do come and go. The hiring process is way too easy and fast especially for those who have insurmountable experience in the …

Talking over the phone for hours is very challenging and undeniably tiring, especially if you are talking about the same thing over and over again. As a call center agent, you could perfectly understand this, and oftentimes, you would think …

After raiding numerous job fairs and sending tons of resume to various BPO companies, you’ve finally landed the job and now a certified call center agent. The process of application, albeit a speedy one because some companies promise a one-day …

In a call center, you are literally dealing with different types of customers. There are customers who are irate, passive, and talkative. The question is, how will the call center agents handle them? It is not easy though to handle …