2nd Week
The second week of training is over! Three weeks to go! And the training is getting intense. There is so much to learn and practice before actually taking calls. I went in early the last 2 days to write down steps to procedures. I seem to remember them better when I can see the steps on paper. Most of you don't know what goes on in a call center. I didn't either. Let me tell you that there's a lot. It may seem that the person you talk to knows all the answers. But, that's impossible. There's just too much information. So, they rely on the computer. While you're telling them about your problem or changes you want made, they may be going through many web pages to help you and they must do it as quickly as possible so you won't have to spend a lot of time on the phone. But, they will spend as much time as needed to solve your problem. That's what's they're there for. To solve your problem and improve your service. That's their only goal and they're graded on it. Believe me, all the calls are monitored to assure you're getting the best results possible. Even their tone of voice is graded! I believe I can do this job, but the more I learn, the more worried I get. It's a big responsibility to the customer and to the company. Both must win. Wish me luck for the coming weeks and prayers would be welcome. Both will be needed for me to succeed.
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