-= Thought =- Final thought for the day

I wonder, should there be some kind of IQ test that comes with working at a call centre? Most people think of this as a monkey answering phones type job, that anyone could do it, but I tend to think it takes a certain something.

You need to be able to be able to answer the custoemrs query (technical or not), and also provide a good customer experience. Some of the best technical agents I've seen have absolutely no customer sense, and some of the best customer service agents have no skills whatsoever.

For example, the guy sittnig accross the desk at me is pretty good with technical questions (when he can be bothered and isn't lazy). However, his customer services skills suck. He doesn't pay attention to the customer, and leaves very long silences in the call. It's enough to make me cringe when I listen to his calls. It's hard to get him to understand as well, as it's always some excuse like "I was thinking of the best solution for the customer", or "I was talking to someone about this issue". Perfectly valid excuses, kind of.

Anyway, home time for me now. Yay!