As a new BPO associate, the work life can be quite
confusing and complicated in the initial days. Call-center is a busy place, and
new joiners often feel uncomfortable and lost not knowing how to cope up with
the same and focus on their work. The initial days often considered as the period
of job training is the phase when new agents learn the most. The BPO job roles
and responsibilities can be quite tough as it requires hundred percent focus,
communication with customers and a perfect balance of technical skills around
the clock. However, emphasizing certain tactics will definitely make the job
much easier for you and also cease the time that usually takes to be accustomed
to the responsibilities.
Observing
other agents or senior associates
As per the opinion of Creaghan Harry, observing is the stepping stone to becoming a
successful BPO agent. Most of the call centers allow new agents to experience
an observing session even after the training session. In this session,
associates are allocated beside a senior agent where they can listen to the
conversation of both agents and customers. This session takes place in rounds
and agents can learn a lot from seniors. The best things you can do is
concentrate on your best and follow how the senior agent is interacting with
customers and grasp all the tactful ideas.
Constant
communication with TL and SME
In the dynamic BPO environment, to make the best out
of your efforts, you will need a certain level of assistance at almost every
step. More than that you are likely to be full of curiousness and the best
person to approach every time is your Team leader. Well, team leaders usually
change when you are in a BPO, and you might be working under a subject matter expert
if you are already assigned to the floor. Irrespective of whoever you are under
you need to approach the person you are reporting to.
Working
on your conversing and communication skills
According to CreaghanHarry, mastering your communication and interaction skill will get half the
job done for you. You need to take maximum effort to take your communication
skill on a different level. Many BPO organizations provide a mock call practice
training session or help you upgrade your communication skills through several
conversational mediums. However, it is essential that you practice sessions on
your own to keep your communication skills intact as well. The method of self-practicing
works a lot.
Creative
approach to problem-solving
Last, of all, it is hard to keep your interest and
creative skills alive in a BPO environment due to the monotonous nature of
work. Therefore, it is essential that you always hold an innovative and
distinctive approach towards any minor to significant problems that come your
way in case of work.
Remember that there are ample chances of promotion
and expansion in a BPO industry and you can always take advantage of the same by
taking maximum initiative ton little things. Building a network also
contributes in significant percentages in the growth of your career prospects.
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