Hi, I'm Sheina. I created this channel to help call center applicants ace their job interview, improve their call handling skills, and survive their call center life.
I worked in the call center industry for 4 years (two years as a Customer Service Representative, two years as a Quality Analyst). All tips I'm sharing here are based on experience.
For inquiries, email me at sheinamendez28@gmail.com.
I'm a recruiter and sometimes I ask my candidates to watch your videos like this sales call to understand how to better do their mock call in sales. It's an awesome video to provide examples for candidates to be a better fit for the role that requires knowledge on how to do sales. Appreciate the video!
Thank you so much for all the tips, I was able to get through the assessment and get exempted in initial interview because of high score in the assessment. I also passed the final interview and now waiting for the start date of training.
No one cares about your empathy or your apologies... You are the liason in the middle of having the company hold their end of the bargain, honestly the scenario is exaggerated as required to attempt to show the agent in a good light... The fact this happened 9 times is on the company for not following up, enabling this is what caused the scenario in the first place. The supervisor should follow up with the decline as the agent argues from unrecognized authority and continues to box the customer in with threats of disconnecting, causing more action of the already heated customer, the end goal is de-escalation and communication towards understanding, droning on with apologies doesnt solve the issue and patronizes the customer... You personalizing the call is your own issue, you are being compensated for your time, the customer spending time out of their own day or during work hours to chase this is not compensated, be proactive and offer solutions and dont blame the customer for your own (the companies) negligence and enablement. This scenario is an obvious exception, and you should always look into a current or previously *paid customers scenario to find solutions, not treat every interaction with a bias that all customers act this way like Tabitha "Ratchet" I get it, but we cant continue to wonder why there are such disconnects of human communication while in the year 2024... just do better or leave, you the company, you cant complain about the customer chasing an insignificant $10 as you collect your own $15 each hour... doing the same thing and argue with your own HR and legal department with the same repsonses to your issues...
ive been vacant for 2 yrs now, planning to get back on track and here i am watching the same video that guide me when i land my first bpo company way back 2021. Godbless you ate, and Godbless us all.
Thank you so much for this. I've passed the final interview and I'm here for more. Thank you so much ate. You've helped me a lot throughout my call center journey as a senior highschool graduate😊
Great video! I wish I would've watched this while still working at my last job. I'm from the states, but even here I was under the impression that in order to provide polite customer service I had to use formal speech (At least that's what the customer service training videos show you).
I have learned over the years that before you pick up any call. Take a Deep breath. Why because there might be a hot call coming in ...(annoyed customer) It is NOT personal. Give the proper greeting and opening required by your company. Even if the customer is upset. Remember they are not mad at YOU. Take good notes what the customer is saying and repeat for understanding what the situation is. Try to use words and not ums yeahs, nah or filler words. They make customers more agitated. Use real words.
You know something I tried to do this job but sometimes It's hard to deal with the load of job for example this year I started to work for a customer service campaign this is my very first time unfortunately the training was really poor they push us to start taking calls in the 3rd week anyway this is my first month but I had previous experience in the call center role more than one year but I realize that this is not the job that I want for me is too much stress and they don't pay you enough at least here in Mexico they pay you like 650 dollars per month and that's not enough for taking care of a family I will try something else. I think that was good for getting more experience but I'm tired of this.
I totally understand. I don't recommend staying in a call center either. For some people's situations, this job is the answer. For some, it's better to move on and seek greener pastures.
Hi just wanna ask if this will be part of a training, I mean will I have this kind of test in an actual training. Just asking because this is my first time and my starting date is on July 4. Thank you
My training will begin in 6 days, this channel is giving me light years of experience in advance to face situations that definitely I ain't faced before, you are doing a great job with this, thanks for share your experience with us.
I get accepted to work on a call centre but I only want it to improve my English and get some money so I can finish my studies abroad I don’t know what to do 🙂should I go for it or no ? Does anyone else worked there for the same reason before ?
My training will be next week, 2nd of July. Thanks so much for this! Been here since my preparation for my interview and I passed just by watching your videos! I love your accent and voice too! This is my first time in the BPO and my first job at 19! 🥺🤍
