One of the most wanted qualities of a call center agent is the ability to multi-task. I once heard a conversation from a seat opposite me in a jeepney going to Quiapo Manila, a couple in their mid - twenties as i perceived from their faces.
girl: swerte naman ni Florie, natanggap siya sa callcenter, alam mo kung magkano basic nia?
boy: magkano?
girl: 24 thousand! tapos, meron pa daw mga allowances, at kung wala daw silang absent, may non taxable na 3 thou sa sweldo monthly.
boy: hah!!! anlaki ah, basic palang.. eh ang ginagawa lang naman nila yata eh mag nga-nga-ngawa sa telepono at mag inglis....
girl: oo nga eh, kung sana fluent lang ako mag english, mag-aaply din ako! Sabi nila madali lang daw mag call center.... an laki na ng sahod, madali pa ang hanap-buhay.. san kapa?
I was suddenly alerted by their flow of conversation. My nearly falling drool due to sleepiness from my shift that time was regained back in control. I nearly want to blurt out my opinion but i held back.
For those who have never experienced having a friend, or with a family member who is a call center guy or girl, they mostly believe and imagine that belonging to that industry is a chickenfeed - an easy job that seems convenient, taskless and boring; if i may add, low-kind-of-level job.
Little did they know that this is no easy job at all. The little things we do like answering the phone, talking to the customer while doing the documentation, keeping the call with no dead- air while searching for tools, executing empathy despite a bad day and all, learning to digest what the customer is blabbering while your boss/sup is trying to chat with you because of an urgent matter; if you sum all these, it requires special skills, wisdom and virtues to execute it. All these are just mere ingredients of the multi-task brouhaha of a call boy/girl.
These are the Facts that you must know about multi-tasking in the call center world:
1. Multi-tasking is a pain in the ass
- first times are really the hardest. So better get your feet wet during the calls labs or transition stage. You can't beat getting a sup call + teardown issue + and a return escalation from your sup esp on your first live call on the floor.
2. . Multi-tasking is not a birthright attitude, it takes practice to enhance and ultimately be good at it.
- i knew someone who can do Facebooking, blogging and talking to the customer and seldom he gets an escalation call, yet he has the lowest Average Handle Time (AHT) in their team. Figure it out! he never dropped a call though.
3. Multi-tasking can affect the quality of the call
- if you badly multi-task, your QA results are awful, if you do the reverse, you'll get high CE and high-rated QA scores.
4 . Multi-tasking increases productivity
- it's the main reason why AHT was never lost among the Need to Meet Metrics of all time. I dare say, it's always included in the top five to watch out for SLAs.
5. Multi-tasking can lower down Average Handle Time (AHT)
- if your boss has an impending failed Performance Planning for you due to high AHT, concentrate on how to multi-task the superb and high-quality way. Maybe you have to unload some of your unnecessary chats, every 5 minute refresh on facebook and twitter, or you might be playing Farnville and Mafia Wars and all, then you're doomed!
6. Multi-tasking can sharpen your memory
- it does possibly connect to short term memory, that sometimes, you get to be an Obsessive Compulsive (OC), on how you handle the call, you tend to be so suave in every detail.
7. . Multi-tasking can be a habit
- imagining the route and path you're gonna take while driving and conversing with your wife who's asking your opinion what could be the best arrangement to place the new tv in your freshly furnished house is somewhat distracting. But the mere fact that you can drive while listening to a Harry Potter Audio book and planning for a dinner date is wayyy easy - that is because, the habit of driving has been so innate with you that you act it out so automatically.
Multi-tasking therefore is a complex process that you have to acquire, it doesn't happen overnight, constant and consistent practice would lead to enormous benefits on your stats and grades as an individual.
In the long run, you may even be able to go to the restroom while on call (lol), or could even have a laugh with your seat mate while checking out some Youtube vid as you talk to the customer. It's a matter of how far you've gone to in perfecting and mastering the art of multi-tasking, without sacrificing the quality and sustaining the excellent degree of your call.
~mAc
Multi-tasking therefore is a complex process that you have to acquire, it doesn't happen overnight, constant and consistent practice would lead to enormous benefits on your stats and grades as an individual.
In the long run, you may even be able to go to the restroom while on call (lol), or could even have a laugh with your seat mate while checking out some Youtube vid as you talk to the customer. It's a matter of how far you've gone to in perfecting and mastering the art of multi-tasking, without sacrificing the quality and sustaining the excellent degree of your call.
~mAc
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