How to Improve Active Listening for Call Center Agents 

this is where i lack 😾 after my cx tells me their problem i was like "sorry can u please repeat that for me again?" im already screaming inside lol

Aside from voice quality, your outstanding teaching skills never fail to make me listen actively to your videos! I truly appreciate your effort.💓

I have been in bpo for so long but I have never heard these being discuss by anyone in position. All you hear from them are generic response which in my personal opinion are all nonsense. Even a QA are dragging you down to the bottom. Thank you sheena your methods are incredibly useful in real situation. I have tremendously improve my performace to the point I have met all my key metric. Thank you ☺

Being a good mentor requires an exceptional ability at explaining anything and make it easier to digest , and I see you as an epitome of a good mentor. I like that you give a lot of examples/scenarios in each of the topic you discuss. Thank you ma'am , you deserve my subscription.😊

Thank you for this! I'll be starting my training soon. We're just waiting for the final schedule. Your videos really helped me throughout the application process. I'm hoping to pass the training, and I'm taking notes while watching your videos.

I'm so glad i found this video, i'm on my final week of training and they told me to really improve my active listening. hope everything goes well. much love from Perú.

11:36 right on the money💀 I thank you for reassuring that this is a pretty common phenomenon and im just not attributing it to my possible adhd. Your lessons are so fun to listen to as well ma'am. It's not uncommon for my mind to jump places but you have me well entranced

I am here to learn how to be an active listener in customer service, but also how to retain the information that is given to me. I had to take three assessments for a call center position. The assessments were for basic computer literacy, business etiquette and call center listening skills. I failed the listening skills. I will get one more chance to take the assessment for the call center. Watching your video is helping me so much. I see where I went wrong. I had no idea how to answer the questions, because the callers were either speaking too fast, there was interference on their end in the background, or I simply couldn't retain all the information. All the tips you give in your training video are superb. I feel much more prepared and confident in retaking the assessment. Thank you.

I wish you are my English teacher and I will never be absent in your class. I've learned a lot from you.

I personally love and admire the way you communicate in English , ma'am! It's as natual and melodic as a gentle and calm stream flow. You don't overdo it or I should say "over-pronounced" English words, unlike other call center agents out there who seemed to have their mouths stretched out unnecessarily. Kudos and thanks a lot!

I'm an agent before and I really like watching your videos. Your tone of voice and English pronunciation is very good, which really makes me watch all of your videos. I love it.

My training will start this coming monday and by watching your vids, I am confident enought that I can do it even if I dont have any bpo experience yet. Stay safe Ms. Kwestyon! More power! ❤️☝🏼

HI MS. KWESTYON I JUST WANT TO SAY THANK YOU FOR ALL THE TIPS, I'VE LEARNED A LOT BY WATCHING YOUR VIDEOS . KATATAPOS KO LANG PO FINAL INTERVIEW SA ISANG BPO COMPANY. WAITING FOR RESULT HOPEFULLY PASADO😊. SOMETIMES NAKAKATULOG AKO BECOZ OF THE TONE OF UR VOICE, THERE ARE TIMES NA GINAGAYA KO TONO MO AND THE WAY U SPEAK HiHiHi! GOD BLESS YOU MORE SUBSCRIBERS TO COME😊😘 Edited: I received J.O now from Company A hehe but still waiting For Company B which is mas convenient para sakin kasi 10-15minutes away lang

I just wan to learn some techniques on handling customers, usually I skip the video easily but with you I finished all the videos. It really make sense for me and thank you so much! Keep safe always and have a great day! 🥰

Few things why I subscribed to Kwestyon channel.First,she explains the situations very well and elaborately.words by words if you ask me.Secondly, giving the right solutions to the customers' concerns.Third,giving you the motivations that you might need when you apply to a call center.Ms.Sheena,you're the best.more power to your channel.😊😊🙏🙏

You're amazing!! Thanks for helping us improve our listening!!

Thank you for this!! just started my call center journey and your videos are really helpful thank you so much :)

I agree with you , audiobook taught me a lot ,how show off the emotions and every word we said it.

Hello, Ms.Sheena! I got hired already last September. Your videos helped me a lot. I'm on training now in telco account. I'm still watching your helpful videos. Thank you so much, Ms.Sheena! More success to your career! 😊

my first day of work was today. tomorrow here i come! thank you ! 💯

my process trainer is also a subscriber of you , glad to know that I chose the right one . he was playing your video in the session although its not allowed

Really needed this one!! Graduated as a teacher but will start my training on Sept 15. Thank you so much for this.

your topics is out of the box ! ive never see this kind of specifc advice in any other bpo vlogs kuddos.

Thank you for this! Such an informative and useful video!

Hello po ate kwestyon sobrang thank you po talaga sa mga tips na binigay nyo simula palang nung nag aapply pako hanggang sa makapasok na. Gusto kolang po mag thank you sa inyo sobrang laking tulong po lahat ng tips nyo dahil sa awa ng diyos naka 1 month nako mahigit sa work ko ngayon at sobrang happy kodin po . I hope po madami pa po kayo matulungan na aspiring applicants na gusto mag work sa bpo. The best po kayo ate 😍❤️

Thank you.. Nakita lng Kita sa youtube recently and then I click pinanood ko lahat ng videos mo. For the 3rd time n mag apply sa BPO sa wakas nakapasa n ako.. Thank you for all the effort..

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.

Starting on my new job tomorrow for some reason after watching your videos I feel confident ❤️

This video is not only a help to cc agents doing their job but also to non cc agent like me. The topic is active listening which can be applied to any teleconversation between friends, lovers, etc. I was mentally taking notes of what shes saying. Thank you for sharing ur expertise on telecon.

Thank you for the tips! Will be having my training for sales in BPO this morning!

Wow! I have learned a lot. Thank you!

Currently in my preparation before entering this industry. Your videos are very helpful. Thank you so much, Ms. Sheina :>

Glad I found on youtube. Your tutorial is so informative! New subscriber here😍

Another informative video from our very own MENTOR KWESTYON! I super love your content😍

Thank you for this, I can apply to my work about this active listening

Hello maam, I am a newbie listener. it's very interesting to see you teaching us.Probably I don't finished every boring video's but all of your content was so interesting and so much to learn.

This is so helpful. Thank you!

Im currently In training and will be graduate soon in UPS Company . I really Love your vids. It helps me a lot to improve my Communication

I am the first here. You helped me a lot miss Sheina. I believe I deserve a shout out on your next video. Thank you!

i have my first live call today 😭 im so afraid and nervous but your videos have been calming me down a bit and hopefully ill remember enough of what your videos have taught me 😳💕 thank you so much

This channel is really worth subscribing. Imagine hearing advices from a former CC Agent and a Quality Analyst 😇😊

Very helpful!!! Thank you!!!

Hi ma'am Shiena! Your contents were so helpful to me. I just get hired, I got the healthcare account. I will continue to watch your vlogs in the future. God bless and more power.

Thank you for this!

I Will start my training tomorrow, it really scares me I hope I can do it well I hope to understand every costumer accent and complete the training process as soon as well, thanks to share this valuable tools with Us... Love you ❤️

Thank youuu so much po! I'm not a call center agent. However, I'm really inspired to watch your video everydaaaay. Because of you ate, I have confidence to speak in English eventhough I'm still enhancing my pronunciation and grammar hehehe💜.

I need this..thank you so much

as usual, siksik, liglig , at umaapaw sa impormasyon and video na ito.. superb!!!😍😍😍😍

My first day, coming from zero experience, no practical training, working from home; it`s gonna be tomorrow! Thank you so much for fiiling so many blanks Kwestyon. ...so ...Guess tomorrow I'll tell you guys how did it go :3

Hello Sheina, congratulations on your channel, it is very useful and inspiring!

I’ve been watching some of your videos and it has purpose for all the newbies, i just started working for Sitel and i think all of your content are very helpful. Thank you and keep going of what you’ve been doing on your channel.. i am looking forward you will post something for the candidates who wanted to get promoted..

My training will start on tuesday! Wish me luck!

Thank you for this. Big help 😍

Hi, miss! Thank you for sharing informational video like this. Tbh, your vids helped me pass my first BPO training. Thank you so much 💜

I love listening to your voice and you say every single word. Very inspiring, definitely you will learn something in every video. thank you and keep going! ajaaaaa!!!!

Your my DJ, I feel like in heaven when I hear your voice ❤️

Thankyou so much miss! I've learn a lot

I wanna thank you for your recommendations. I am a fan of you. Best wishes from Peru

This is very informative. Thank you for sharing

This was really amazing, superb.

Your videos are always on-point! Woot! 🎆🎊🎉

Your videos were very helpful especially for newbies. You're a fairy God mother miss Sheina.

The second customer makes me laughing ,the way that she is sound when she is saying,I'm very happy shows that she's not happy really 😁

thank you for sharing this. I'm a fresh graduate of bshrm but planning to apply to a call center.

I love the way you speak❤ Thank you so much, i have learned a lot of your videos😘❤ God bless😇

I will watch all your videos, _thank's so much for sharing,

Perfect!! Thanks

I'm always watching your videos,because I love the way you speak English.

Thank you, i realy love your videos, big hug

I love your videos, they're always helpful and professional, really appreciate it, I have a question, by any chance do you know how can I improve my understanding when customers spell out words, emails and so on, this is really challenging for me

Super informative talaga ng videos nyo po!!! 😩❤ waiting for my final interview nalang. Sana makapasa.

Hi thankyou for the informations i always watching you're videos and im so excited to learn more about.

Every videos really informative thank u!

hello ms. sheena! i love your videos so much! I'm a call center newbie at iqor and your videos are helping me a lot.

Your videos are very helpful. Hope I'll be able to make it in bpo

Thank you for your videos I've learned a lot 😘

Excellent video as always!!! Greetings from Dominican Republic 🇩🇴!!! 😘😘😘

Your videos always make me motivate ☺️

Thanks for this.

Not skipping the ads😅 Just so grateful for this channel 🥰Maayu nalang ka give back tag gamai sa big help nimo ma'am ☝️ God bless po! 🙂

Hi, Maam I am a fan of yours, I almost watched all your videos and it is really helpful. Thank you for sharing more videos for mock call.

Thanks Sheena i am learning a lot from your videos.

Thank you so much for your help 😍😍😍

Is it possible for you to have a podcast? Im inlove with your tone and pitch.

You got it.. i like the way how you talk. I admire you.. want to learn from you

I love the way you teach 😍

Regardless of the gender, it helps everyone. Thank you so much! 😍💖

Thank you Kwestyon!

You are good teacher .I love your video always.

Thank you so much tomorrow we Will having a mock call for logistics account

I love you thanks for your help ❤

My training will start on Monday and your videos helped me alot!

If your a good speaker you should be a good listener too😁 thank you for this video☺️

good information thank you for sharing.

I was really amaze your voice and vocabulary i really love your pronunciation i wish to be like you

I love your videos! I'm from Brazil 🌹

Wow! Amazing! Good Work....keep it up.

Thankyou so much for sharing miss 🥰

I used to watch these videos with subtitles but for some strange reason I can turn them on now , so I'm forced to try to understand everything like this jssjjsj 🤣🤣🤣

I really appreciate your videos , you helped me alot in terms of my Call Center Application before in Concentrix and now in Taskus.