#1 Mistake Call Center Newbies Make When Taking Calls

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Here's mistake number 1 that call center newbies make when assisting customers over the phone. This contains 4 mock call recordings to illustrate how this mistake hurts your stats and irritate your customers and how avoiding this will help you a lot as a call center beginner.

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2 окт 2024

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Комментарии : 353

@realb2381 3 года назад

She deserved a million subscribers every second is worth watching❤😊

@KyleDarrelOlivo 2 года назад

True

@chanidapawilawan7222 2 года назад

Couldn't agree more 👏

@maricrisquintero2403 2 года назад

Absolutely right 😍

@danielleoperario3964 2 года назад

True!!!

@jonainieelian7070 2 года назад

Es El gusto niyo na e

@moonlightgaming4253 3 года назад

Training ko tom sa TP and my account is financial. Goodluck to me! And thanks ma'am because you help me a lot❤️❤️❤️

@keishamendez1178 3 года назад

Same!

@elmerudasco2341 3 года назад

Pwede magtanong mam ano po yung mga tanong sa tp? Apply kasi Ako hehe

@francisocampo8767 3 года назад

Any tips? 🙂

@thedominatortechtips1751 3 года назад

What site po?

@ashley-fr3ec 3 года назад

kamusta po training mo?

@robertogutierez2165 2 года назад

I love how you teach. I've been accepted to a food delivery account but I didn't give it a shot because as a newbie, I've learned from your point of view that knowledge about the call center industry is necessary. I'm happy and your videos is helping me a lot. I'm still figuring out how I can answer mock calls confidently, without the fast beating of my heart, palm sweat, tummy butterflies and stuttering. I admire your diction and your voice. Again thank you, you're one of those people I'm rooting for.

@Momtastic243 2 года назад

me too!

@sebastianaristegui1397 Год назад

hi bro, I've been in training for 3 weeks now, it's my first time working as a call center agent, the first mock calls that I made were really bad because I was soo nervous, now that I've made a lot of mock calls I feel confident, just breath out and don't pressure yourself during the flow of the mock call, take your time, imagine that it is just you and the customer, forget about your coworkers and the trainer.

@elezearespartero386 Месяц назад

Hi any updates? I am also the same with you guys before still nervous answering phone calls and their concerns I couldn't address them properly 😢@@sebastianaristegui1397

@alliahazuela6134 2 года назад

Thank you so much, Candice! Your videos really helped me to passed my Hiring Process! I am now at Job Offer process and I'm going to start this feb 23. Wish me luck! Thank you so much!!! 😍🥰

@gregoryjoe7049 Год назад

My God!! I Just found An golden Mine in your channel. Thanks for what you do it's really helpful. I feel so comfortable listen to you.

@mariacatherine5551 Год назад

I've been in training for two weeks now and today this afternoon we'll be send to the floor production. I'm so nervous because I lack self confident. Like, I'm pulling the right documents but I'm hesitant about it because I get so tense easily. But yeah.. I will be doing my best.

@elezearespartero386 Месяц назад

Any updates?

@rodelioramonjr 3 года назад

Main characters of Kwestyon: Candace and Tabitha. Hahahahaha love a consistent name

@venusdavid9531 2 года назад

Wooow! 😍I really love her accent and pronunciation..! It makes her more beautiful and attractive.. ♥️

@iamshadowbanned699 2 года назад

I agree with you Candice for the most part. Sometimes the call flow can be so rigid that instead of helping the agents, it actually impedes the the representative from being more efficient in helping the customer.

@SLFRVA 3 года назад

Thank you for this im in Medicare customer service training and I'm currently trying to get the hang of having the script "flow" down pack your videos are very helpful

@gregoryalbertofabiangarcia6920 2 года назад

That's a general information we all should be able to answer all of then straight forward as the question is. You are right.

@missymacairan3164 3 года назад

Will be receiving my first phone interview tomorrow. Thank you for all the tips! 😊😊🙌💞💕

@daineyschannel4729 3 года назад

Thank you. You are truly an angel for us. This is a good foundation to start. Kudos to your Channel Kwestyon!🤗

@yourkitchen9415 Год назад

Oh thank God this has been a question to myself,as a newbie im watching different videos to familiarize myself on how to work in call center.then i saw your video about call flow.reviewing those flows i thought what if flow numeber 2 or 3 is not the right answer or irrelavant to the question or concern of the caller and it is awkward and funny if u answer call flow # 2 or 3..this video gave an answer to my concern.thank u for all your tips...keep educating us pls.thank you

@ronaldgabriel5382 3 года назад

Idol, how do i overcome the panic when confronted with a question or request i simply dont know how to proceed with right away? Tyia

@josedeguzman__ 3 года назад

Best teacher for newbies. Love it.

@ji-vlogs 3 года назад

Still on the pre-employment process yet here I am. It's just that I believe your contents are a lot helpful for my upcoming call center journey. And this will be my kind of preparation stage. Thank you for making such a knowledgeable and helpful videos.

@jonahjaca333 3 года назад

1st day of training tomorrow 💪🏻 and your channel helps me a lot to improve and gain knowledge since I'm a newbie in a BPO industry thank youu ate 😘. Goodluck to me 😍

@Kwestyon 3 года назад

I hope you make it. Good luck!

@Thejazzerc 2 года назад

I train call centers too, but the response isn't about call flow. It's to acknowledge the customer's request/ question and allows for clarification. From a North American customer view point, when accents are heard, it is almost expected to provide some clarification or reassurance that the request was understood properly. Paraphrasing is a typically used to allow for this to happen.

@estefanilopez1419 3 года назад

Thanks a lot. Your videos helps too much.

@tinkerbell13 2 года назад

This is soooooo TRUE! QAs should not pick a simple/general call like this one for one-on-one coaching..but they still do so to have an argument and lecture you about the call flow. The title/caption should be changed to "#1 mistake of call center QA specialists" 😅

@marcpongasi6450 2 года назад

hi thank you for your videos. i learn a lot. i hope i will be a call center agent someday.

@catherineconcinabarrientos6134 3 года назад

The second scenario is so funny because I've experienced it one too many times on phone calls with a loan company. I'm only asking a general question, not anything about my account. But the agents would ask me my name, account number and all those questions, like, dude... wtf! Just answer me already. 🙄

@sorianoaprealangell.9666 3 года назад

Your videos help me alot to know more about bpo industry🥰 I hope I'll pass the interview and exam.

@Kwestyon 3 года назад

Good luck to you! You can do it.

@louvettemarvelim8579 Месяц назад

Very helpful! I love watching your videos

@gaildelrosario5463 3 года назад

This is my first day of on site training and suddenly i saw your video on my Home feed. Thank you so much🥰

@anferreira494 3 года назад

When agent answer me like that I move the phone away from my ear I not interested listening nonsense answer it should be direct answer straight answer

@marbealfornon7690 3 года назад

Watching this before the start of my 3rd week of training tomorrow and also our nesting is approaching. Thank you for your videos it really helps me since day 1 🤗

@maryann7127 3 года назад

1:42 natawa ako. Sorry .. 😂 pero thanks Candice ,another informative video..

@sukucee21 3 года назад

Baka di ko kayanin pag lutang na tas napaganyan yung conversation hahaha baka matawa ako sa call

@Movie.Hub101 2 года назад

Sometimes I did not tell my closing spill to my customer cause my customer is in a hurry. All I did say was bye😆

@yvhonepink2071 3 года назад

DYAN ako naligwak ma'am sa mock call I'm about to finished my nesting after 10 day's pero di na nakahabol required kasi Nila yong proper policy dapat Ang susundin 😊😊😊

@arteriesc.5572 Год назад

Can you do a mock call for retail account?please🥺 and the common problems encountered on a retail account and how to solve it. Thank you so much 💖🥰

@Kwestyon 3 года назад

Mistake #2 here: ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-JmaiQKnQTkk.html Mistake #3: ru-vid.com/video/%D0%B2%D0%B8%D0%B4%D0%B5%D0%BE-iGtnI_RzPWw.html

@lakadtv2219 3 года назад

I really like your accent and the grammar is excellent... Thank you for sharing your knowledge.

@gracegeronimo230 3 года назад

Tomorrow will be my first day as a trainee. Hope to ace it. I am binge watching your videos tonight haha. More power! 🤍

@Kwestyon 3 года назад

Good luck, Grace! 🥳

@jucelalolor1365 3 года назад

same here .. 😅and I'm here to get some tips and ideas.

@funboy3721 Год назад

I've learn so much because of her 🤩

@aliyahreignsedanto8279 3 года назад

My first call center training will be next week, I am little bit nervous because this is my first for this industry. Your video's really helps to get ready for this role. Thank you so much and God bless :)

@stevenvincezentpamintuan467 3 года назад

This is very informative. Thank you for sharing your knowledge in BPO industry. Hi miss Sheina can you make a content how to aced the interview if you're resigning from your previous BPO job or if you're currently employed but you have plans to apply to other companies? Will you render or resigned immediately since you want to take or reserve a spot for you for the new company that you're applying to? Badly need your help/suggestions about this concern. Thank you waiting for your response and Looking forward for your contents. God bless ☺️

@daphnejayeabigailbalicog3446 3 года назад

I will be starting my training tomorrow and your vids really help me a lot in preparing myself for the mock calls and all.

@fabulousboii5551 3 года назад

Ligtas aht yan eh.. kaso bwisit lng ang QA kapag kailangan magstick pa aa callflow eh basta may open and close spiel oks na dapat pag mga ganyang inquiry lng

@jovenbersamina7260 3 года назад

I would like you to know that because of you I got the call center job in a certain company and now I am training I hope I pass it. hahah you don't know how much you helped me from versant to interview to how to handle and respond to calls. and now I am recommending your channel to my friends who are interested in applying in call center job. thank you tha k very much.... hope you help more people be be healthy

@Kwestyon 3 года назад

Congratulations, Joven! 🥳🥳🥳 Best of luck on your call center journey.

@graceyang3666 2 года назад

Hello Dear im New in Call Center industry and no experience yet, but now i hired in one of the Bpo company, i learn a lot about call center because of your video, im very thankful to you, you really deserve a million views. Keep up the good work and continue help us to learn more about the BPO industry. Stay safe and healthy 😍😇🙏

@sunny-side-up9018 Год назад

Can I ask which company you are working po

@konanfeefee8945 Год назад

Sticking to the call flow sometimes really sucks because with the scenarios shown on the video only needs common sense. And it sucks because we have TL's and QA's who lack common sense and still insist on following the call flow which makes me wonder, how did these people get promoted?

@GamingChannel-uv9hv Год назад

The problem is if you didnt follow the call flow they will get mad at you which is BS

@manilynAdam 3 года назад

This is very timely because today is my first day of training and i have an idea on how to deliver calls like thar questions 😘😍 and today i watched your videos to do practice for my GY shift training tonight! ❤️ Love your blogs! ❤️ 😘

@SHEAS4G3 Год назад

This is interesting ! Will take note of this.. Made things easier.

@ramvaliente1648 2 года назад

Yeah your right it should be straight forward but the thing is it is a mark down for QA if you did not follow the call flow. What the heck diba?

@djbf1996 3 года назад

I applied last wednesday and im stillwaiting for the call for my Validation. Im watching your videos to get an idea. Thank you so much. This would help me a lot in the future 🥰

@amilyncalima98 3 года назад

Hi! Is it TP you applied to?

@lehitimoclothing2690 2 года назад

Thanks for your video. I learned a lot.

@nisvillanueva1109 3 года назад

Im in my 3rd week training in VXI for ATT MSS accnt. Thank you coz I learned so much from your videos. Bless you and your Family. 💜✌😊

@red-ii6jw 3 года назад

Any tips po sa vxi? About to apply next week by going in the nearest branch to me (advised by vxi in messenger) some advice would be nice :D

@mariannietaylaran7687 3 года назад

Hi Niz. I am currently working as MSS agent on my 3rd week of taking calls.

@jonathanbarong9381 2 года назад

hi candice,pls do more video of interview simulation that is short and direct to the point for newbies like me.

@Aeinji 2 года назад

I am planning to apply in a BPO company and I need to practice to enhance my english skills especially my pronunciation and your videos helps me a lot.Every morning I watch your videos after I woke up.

@BeautifulFlower-0 2 года назад

Thank you so much for your videos. I signed a contract with my dream BPO industry. Thank you, it was your videos that motivated me. Now, I'm able to support my family's needs and I was able to buy things for my daughter. ❤️

@shincorpez 3 года назад

Today is my orientation, I'm so thankful to your contents it helps me a lot in my preparations for the interview, mock calls and everything. I hope I can apply everything I learned from you. Good luck to me! And more power to your channel! 🥰

@julietteestillore9623 2 года назад

Thanks Sheena.. Your videos are of big help to me, from chat support now I'm in telco account (voice) .. I'm getting tips from you.. Godbless! ♥️

@suzettepanday9811 Год назад

this was also my struggle with my previous BPO company, the QA thing.. when I answered using the call flow the customer gets frustrated.. from calm to irate customer.. that is why trainers/production peeps clashes with the QA 😂 it really doesn't make sense..

@maryannreyes3280 Год назад

Thank you maam Shaina,this wonderful and informative situation.i learn a lot.i can wait to youre next vedios.God bless .

@vincentjance7424 2 года назад

You forgot to mention that the call doesn't require authentication because it's only a general inquiry about the quote of the service(s). A call flow is an algorithm to arrive to a solution. General inquiry questions need to be answered quickly and several steps of the call flow automatically omitted. Otherwise, call flow is miticulously followed when customer's account access is involved in the call.

@thermywadelyson7253 Год назад

Wow i love her so much she is completely a brilliant girl❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤❤

@plantfriendly9180 2 года назад

worth watching love to watch more videos

@VenomaxGameplay 2 года назад

Nako sa amin po kelangan my ganyan pa 😅 it is really difficult thanks for the information.

@arnel.832 2 года назад

Thanks for info

@veradeita7658 2 года назад

I really like your accent and your voice too 😍 💕 💗 Love you

@Nov1020 7 месяцев назад

I hope my QA is here and listening the fact....that this video is true and accurate 😂😂😂

@weslinoporta2446 3 года назад

this became my favorite call center chanel:D thanks god this exits

@donjamee8671 3 года назад

May boyfriend ka na po? Hehe😁✌️

@jhedspot 2 года назад

I always watch your videos. Specially when you had collaborated with mis Rhea. That was awesome and very informative. Thanks for your videos. Please keep uploading ! 🙏🙏🙏

@kristinejoypranada1528 2 года назад

Ma'am your amazing, thank you for sharing your knowledge so useful, recently i try to shift my profession then i applied one of the bpo company here in the Philippines then i failed my mistakes I didn't do any research about it i have no any idea so i failed lol. Anyway i remember my former professor on you the way you speak so good just like her, thanks again and please keep on sharing your knowledege you help a lot and inspired. More power and God bless you!

@magdalenadrzumska9263 Год назад

In some companies in call center you have to open a ticket for every call even if this is a simple question because if not you will get questions why do you have more calls then tickets. For that you need customer's name even for such things, although I think that this is really not so important

@gblegends9257 3 года назад

You are awesome teacher 🙂❤️

@caloyquiano6389 2 года назад

I don't have a CCE. The problem with the agent's answer is, the agent just repeats what the client said.

@sirjonathanmartz6671 3 года назад

Totally agreed with you dear... Just one thing. There companies that ask to the representatives to basically repeat on the call the statement the customer have just said. For example T-Mobile, prepaid to be specific.

@pinoyreactions5132 2 года назад

QA's are waving. Like every deliberations they make there's no sense.

@VidgeYou 3 года назад

Sheena, you look like Rudy Baldwin X Michelle Dy. A good communicator, indeed. 🙂

@ChadForger 3 года назад

Regarding with the store, sometimes we need to ask customers information for us to know if nearby store in their area is open or not. What if they mentioned the location and you just simply said yes it is open up until 9pm. Then the customer arrived but the store is close. For us to be more helpful to the customer atleast give the other location of the store para di na sya tumawag ulit at magtanong kung saan pa ba ang ibang store na open. It will also waste her time.

@Kwestyon 3 года назад

Sure. That's a given. It's a case to case basis. But the point here is if a probing question isn't serving a purpose, why ask it? 😉

@chellastation Год назад

At least for the store hours, we can at least ask for the zipcode. I wish more call centers just did this 🙏

@jesusantoniodomalin1916 Год назад

What if you already presented your point and your company does not want to do that and stick with their policy?

@josephramos980 3 года назад

what if your account was on queieng and has volume of calls that you need to take. Is it necessary to jot down a note/remarks for that brief and simple concern of the customer? or you need to multi-task quickly cuz after the customer hang up the call, anytime there will be an incoming call from another customer.

@maicheladel945 14 часов назад

You're the best❤

@jhunreyjabalde245 3 года назад

Hi I'm currently a 3rd year college student and been wanted to try to apply in a call center industry after I graduate. And I'm really grateful for sharing another very informative video as usual for the people who wants to learn everything about call center flow just like me. Thank you so much because I got to learn a lot of important things that I can use in the future.💖

@franciskio2489 3 года назад

Same here

@olchondramarianne6670 2 года назад

same here

@Koola0811 3 года назад

I was hired smoothly in a bpo company, because of your helpful videos, I was able to pull it off. Maraming salamat po sa inyo at marami pa sanang makapanood sa inyong videos. They are really informative and educational as well. More power and God bless, Ma'am Kwestyon. ☺️❤️

@NinoMBitua 3 года назад

Congratulations Marky!

@BEEd-3A-2023 2 года назад

Hi may i ask something

@dolsison5854 2 года назад

Ganyan sa gf ko. Hndi niya alam kung pano kakausapin ung client, wla man lang kasing guide sa team leader. Ending natanggal sya after 3mos.

@jasfernoriega314 2 года назад

When she speak her words was so clearly and you will quickly understand of what his said👏

@kristineannenumbela4851 3 года назад

Hi, I love your videos very helpful. Can you make coaching process in a call center video? Thanks

@u_nowt5788 3 года назад

Ilang months po ba 'yung Training? I'm curious lang po and, pwede po ba na magwo-work lang ako for 2 or 3 months then mag reresign na? Mag fo-focus po kasi ako for my college. Please let me know thank you 🥺

@heyamselby 3 года назад

You rlly shouldn't apply if that's the case. It's such a waste. ://

@arnoldnaval8842 2 года назад

QA dictates that we need to follow that call flow thing n we have 9 steps ahhaha.. even in our mock calls.. thats why calls becomes lengthy..

@betholimpo2056 3 года назад

its necessary to met our metrics :( 3months newbie in this industry.. lagi kami naccall out pag hindi namin sinunod yung call flow kahit sobrang simple lang ng Q ni cx

@romeolanuza2533 3 года назад

Hay jusko ate cnabi mopa, for example, may tumawag, tapos mag-iinquire lang, tapos kylangan m p mag-AER the fact n wala naman syang problema. Haaayyyyssss, The stupidity of this job.

@Kwestyon 3 года назад

Hihi. In this case, tanungin mo ang TL or sino pamang nasa management and ask kung ano talaga ang purpose nun. And also explain na naiirita ang mga customer because they're usually in a hurry. Just hope na marerealize nila ang point mo to make some adjustments. 🤞

@thorc.8571 3 года назад

Relate much here. In the end, It's either the customer will get annoyed answering all the call flow requires but end up rating you fail (with extra bad comments lmao) or the cx will get angry and end up hanging you up whether after they got the answer they were looking for or not yet... defeating your purpose of entertaining their inquiries in hopes of them rating your cx service which most likely fail, so might as well just deviate from the call flow as it will also deviate you getting fail score from the cx, and save you both your time and voice.

@rayl3817 3 года назад

Thanks for your Videos I would like to know more mistakes videos and avoid them Right now I’m in my training and your videos are a good help to me.

@nikoleiluis1721 2 года назад

She sounds like she could narrate an audiobook.

@gianmikaeloalegre8500 3 года назад

The only mistake one makes at a call center, is working in one. It's basically a modern day sweatshop.

@yurijanaban4606 3 года назад

Start na po ng training ko sa monday sa CNX financial account newbie po hehe i watch your video’s po para i have an idea in BPO industry ❤️

@erikaarnesto7147 3 года назад

Hi, any tips po to pass ASE? Later po yung akin. CNX din. Financial account

@RaquelMerlos 3 года назад

Thanks a lot for making this kind of videos, I am learning a lot about customer service in a call center while I'm also improving my english through the listening, I understand you very well, you speak so clear and I like that. Thank you again!

@robbyrodriguez8538 2 года назад

As a trainee im totally confused.

@elainemingming4498 3 года назад

I passed my final interview, and I'm waiting for my training next week. Your videos are a big help for me. Thank you so much!

@jenevanadala4322 3 года назад

San ka po nag apply?

@elainemingming4498 3 года назад

@@jenevanadala4322 sitel po.

@bradleyreynolds464 2 года назад

Could you come to work with me tomorrow and explain this to my boss ..I have a coaching session tomorrow for not following the call flow and not mirroring .... Even when it's not necessary!

@Golgibaby 11 месяцев назад

Nuanced but approachable presentation, you explain and teach in a very "human" way the perception from the caller and from the perspective of the call agent. Credible and professional content pointing out protocol and training technique call flow. Very appreciative of your content. Explaining these ideas aren't easily taught. Mahalo!

@SleepyPuPzZ 2 года назад

I love your videos and will watch each and everyone of them. It's so informative and your voice and diction is pleasant and engaging. Thanks so much and Godbless.

@christoperjohncabasag9606 3 года назад

Supposedly, The Caller Voice was also the Voice of Tabitha the Irish Customer who verbalized to Candace... Am I Right??

@username5174 Год назад

Yes the problem is when QA department want you to do the 7 steps under all circumstances and if you don't do it like they say they give you a DP and that's why agents end up asking silly questions.

@timothy4208 2 года назад

This video was spot on, sadly, not all BPO companies follow basic human nature a.k.a. common sense, especially those accounts that have no callback policy as a metric, if those types of customers in this video made another phone call within the day even after the first agent asked if there is anything else he/she can do to help or assist there's a likely situation a TL will pull this callback and coach their hit agents...