All of us have had to talk with a customer service rep at one time or another and I am sure most of you have encountered frustration, the runaround or plain dissatisfaction of getting nowhere! Let's take a look inside the call center for a better understanding on how they work and at the end of this article some tips on how to get your issue resolved.

The CSR job starts off with intense training that at some call centers is more like a cram session due to the company needing you out on the floor as quickly as possible. These training sessions vary anywhere between 2-8 weeks. And in some companies many times you are taking your first call after just one week!

After your initial training you a placed on what is called a 'bridge' or in "transistion' for a few weeks. It is here that you utilize your training and skills to answer calls on a regular basis for a partial or full shift. During this time you have what are called 'mentors' who are at your beckon call with any questions, concerns or hurdles you need help with. After you are done with this phase of training you are then placed on a team on the main floor in the "cubicle" world without the mentors right by your side.

Once you are on the floor taking calls you will be evaluated or 'graded' on several phone calls a month on various performance levels. At the majority of call centers these calls are randomly recorded so the caller and the CSR are unaware of when they are being recorded. *Please note that not every call is recorded so there is no way for a company to go back and listen to a certain call made to a certain representative.*

If you do not meet minuim standards for the month you could be terminated. Some examples of these standards are:

• Attendance/Occupancy: most call centers require 95% of your work shift to be on the phone taking calls.
• Talk time: the average talk time or time spent on one call may be between 260-600 seconds depending on the product and company goals.
• Call work: this isa button on the CSR's phone system that may be utlized after a call is complete to place any additional notes onto your account or to complete a transaction. Most call centers discourage this habit. The average call work time that call centers like to see would be 10 mintues for the entire month.
• Compliance: this means that all company objectives were met, correct knowledge of company product given and all polices and procedures were adhered to.
• Soft skills: would include the tone of your voice, listening skills, building rapport and using good manners with the customer.

The entire evaluation is then graded as a whole under one of the following:

• does not meet-not meeting company standards.
• meets-meeting minimum company standards .
• exceeds-going the extra mile for the customer.
• far exceeds- "WOW" ing the customer.

A CSR job can be a rewarding career with the right frame of mind and a little patience.

Now that you know a bit of their job you can use these tips below to have a great experience with customer service represenatives

• speak in a calm and slow voice- especially when calling on a cell phone due to reception.
• please do not be angry at the csr if you would like your issue solved, their is just so much they can do., their are avenues you may use to move up the chain of command. please see my hub at for futher information.
• if the csr is not understanding what you are asking for try to say it in another way so that you are both on the same page.
• please do not use profanity-some call centers inform their csr's to give one warning and then they may hang up on you.