What if you could change your life in just three months?
When you begin a call center career, the first 90 days can teach you a number of amazing skills, ranging from team building to workforce management. Here at Seguros Confie, we spend those first few months of agent training investing in our new hires. That’s because we know that employee retention is crucial and that we can only deliver true customer satisfaction when we have satisfied workers.
What does call center training consist of? What is the onboarding process like, and how can you use the communication strategies you learn here to take your career to new heights? Keep reading this guide from Confie MX to discover answers that will help make your wildest employment dreams a reality!
Setting Expectations in Your First 90 Days
In many ways, what you get out of working at a call center for the first 90 days is what you put into it. You have an opportunity now to set the tone for how your boss and fellow employees view you. If you work hard and take on new challenges while getting to know everyone else you work with, you can establish yourself as a team player who integrates and thrives well with the broader call center culture.
After your initial call center onboarding, focus on team building by asking your manager and fellow employees about the best way you can address common caller problems and improve customer satisfaction. Work collaboratively with your teammates whenever possible, and ask your supervisor for more challenges when you are ready. This can help you complete agent training within your first month in the call center while demonstrating that you have the potential to take on other responsibilities.
Learning the Tools, Technology, & KPIs
When it comes to new call center agent skills, there is arguably nothing more important than learning the essential tools of your trade. You will need to master general computer skills, including understanding Windows and the standard Microsoft Office Suite. You will also need to learn how to handle the software needed to facilitate phone calls if you want to complete your technology integration and meet the most basic call center expectations for a new hire.
Beyond the basic technology, you should learn about the performance metrics that are used to help workers (both old and new) with process improvement. These will likely be tied to KPIs (key performance indicators) and productivity tracking software. Showing a willingness to learn all of these new things will improve your call handling skills and get your new career off to a strong start.
Building Strong Communication & Customer Interaction Skills
For the best call center job experience in your first 90 days, you will need to strengthen your communication skills. That begins with your own team: by asking workforce management about how you can provide quality assurance and meet all performance metrics, you demonstrate a willingness to reach out for help. This will impress anyone in workforce management because it shows you are already developing the communication strategies needed to meet and exceed all call center expectations for a new hire.
You should also use the remainder of your onboarding process to work on your customer interaction skills. To succeed, you need to be both a creative problem solver and an empathetic listener, one who lets customers know how much you care. This, along with mastering call center scripts, will take your call handling skills to the next level while letting leadership know you may be suitable for other opportunities within the company.
Navigating Challenges and Building Confidence
Employee retention is difficult at most customer service jobs because new hires get burned out by their daily responsibilities. The best workers are those who have developed ways to deal with the stress before it gets to them. Therefore, you should ask veteran employees for help as needed and try to find someone willing to be your mentor.
Simply asking for help as needed lets you develop the new call center agent skills you will need to succeed. And the more you put their advice to use when you’re on the phone, the quicker you will develop the confidence and qualifications needed for success. In this way, regular feedback loops from your teammates are the best way to achieve an optimal call center job experience.
Becoming Part of the Team
Of course, becoming a team player at your new job is about more than getting in a good feedback loop with a few employees you trust. It’s also important for you to show them that they can trust you. To this end, you should get to know everyone: ask about their lives, listen to their advice, and offer to help them when you can.
If that sounds simple, that’s because it is! In a call center, the first 90 days greatly influence how everyone there will see you. By showing that you care about everyone as both workers and people, you can quickly make yourself a beloved part of the team.
Achieving Early Wins for Long-Term Success
You may have to take it slow in your first couple of weeks at your new job. Past that, though, you should spend the rest of your first 90 days really throwing yourself into your work. That means exceeding all KPIs, hitting sales targets, and providing customer service that goes above and beyond.
All of this shows management that you are a hire with plenty of potential. After a few months, that could lead to you landing a management job or transferring to a more valuable department. Just like that, a few early wins can help you land the long-term success you’ve been waiting for!
Start Your Call Center Journey With Confidence at Seguros Confie
Now you know what a call center teaches in the first 90 days of employment. This includes key skills in everything from technology to customer service. But do you know where you can find the perfect job for someone with your level of drive and ambition?
Here at Confie MX, we’re always on the lookout for great new hires. If that sounds like you, it’s time to prove it. All you need to do is apply today!
FAQs
Why Are the First 90 Days Critical in a Call Center Job?
The first 90 days help you learn about your new job while demonstrating to managers and fellow employees what kind of worker you are. By getting to know your team, showing a willingness to learn, and readily embracing new challenges, you can ensure your call center training convinces everyone that you are a hire who is a real investment for the company.
What Skills Should I Focus on Developing Early On?
You should spend your first month in a call center learning the software necessary to do your job, including any software designed for productivity tracking. This can help with the process improvement needed to meet all the requirements of your new job.
In addition to this technology integration, you should work on the communication skills needed to impress employers and customers alike, as good communication is the cornerstone of call center culture. And becoming a better communicator is one of the many benefits of working at Seguros Confie!
How Can I Overcome Common Challenges in the First Weeks?
Call center onboarding can be a bit overwhelming, especially if you’ve never worked the phones before. The biggest way to overcome any challenges you face is to ask your manager and your coworkers for help. This lets you get the most out of your call center training while showing your devotion to providing the quality assurance both your job and your customers deserve.