call center

[soda]

hi everyone,
I was wondering if anyone feels or has felt the way Im feeling now. I took my a+ and passed and Im starting a my first job at a call center at the end of the week. I soooo don't feel confident that I know enough. That a+ book was hugh I don't remeber everything, specailly things about the registry, I know it holds configuration files, but thats it. As you could see Im really nervous, and Im on the computer 24/7 reading things that I think I should know. The other thing is I dont really know how a call center is run, meaning what do I do if I don't have an answer, or I forget something, Do they give me structure on how to answer questions, am I sitting in front of a computer with all the operating systems. If anyone has ever worked in a call center before I would love to hear from you and if you could tell me your experiences..Am I freaking out for nothing. I do know some things about the computer.

 

[Jet]

Just calm down and take each thing as it comes to you . The only other thing I can give you is to start being an active member at a computer forum (like this one). You'll learn plenty of useful things; each member brings their topic of expertise, and everyone learns from each other.

 

[magicman]

Nobody who works in a call center of any type can be expected to have an answer for every set of circumstances - when you get stuck the words "can I put you on hold while I speak to a colleague" can come in handy. I haven't worked in one myself, but I am sure there will be flow charts for simple problems, and a knowledge base for more complex issues. You'll have support from your colleagues, and you will surely be trained.

I have dealt with the public on the phone, when I worked for NatWest bank in one of their customer service centers. I was dealing with routine business customers regarding high value cheques (car dealerships etc), and so I know how you will be feeling if you haven't dealt with the public before. I was very nervous, and not confident about knowing my job well enough. Just remember you can't be expected to work miracles without on-the-job training or support, and the only way to get over the fear is to just do it.

After two or three calls, you'll start to settle into it. Don't worry, you'll be fine.