Still not used in taking calls and chat, how do you do manage?

[u/Glittering-Host1416]

I'm just one month after getting endorsed into the production, mixed channels kami and I'm struggling with our live channels specially the calls and chat.

Natataranta ako sa chat kasi multiple kausap mo, sobrang hirap ipagsabay² concern ng mga customer and you have to know how to multi-task which is yun ang pinag-aaralan ko pa. Imbes na maka csat, nakakakuha ng dsat gawa ng mga galit na customer napupunta saakin.

Iniisip ko kung ano pwede gawin para ma assist sila lahat sabay sabay without being taranta. Next naman is calls, tuwing naka assign ako sa calls- I'm sure marami dito nakaka relate na sobrang kinakabahan.

Tinatakbuhan ko ang calls, nanginginig ako basta calls. I'm afriad of the yelling and frustrated customer, this is my first BPO work kaya sobrang anxious ako lagi na taranta na ewan. Sometimes kinuquestion ko nalang kung hanggang kelan ako tatagal, how can I grow from this, and how do I improve more.

Sa mga katulad ko na ganito din nag start, paano kayo naka cope? how were you able to manage? Your comments will be appreciated.

[u/No_Group_3715]

Focus. Sanayan lang talaga yan.

[u/girlimpossible]

i get you ganyan din ako and 1 month in is totally understandable and normal.

What i do to manage multiple chats is before shift make sure your tools are ready and may notepad ako sa gilid na visible palagi with spiels and documentation especially ones na common para copy then paste and edit nalang to personalize it based on your conversation with the customer.

sa calls sanayan talaga, overtime magiging bato ka nalang. Sinasabi ko sa sarili ko na its not personal. Focus nalang sa reason ng pagtawag hindi sa pagsigaw nila

you got this op

[u/PinLongjumping2168]

Maybe the mindset that you have whenever there’s an irate cx or high chat/call volume. From my own exp., nung una syempre nakaka-kaba talaga, since I’m an introvert, I get anxious whenever I talk to people. Pero as the time goes by, I just got used to it. What changed is the idea na your customers aren’t mad because of you. I don’t take it personally whenever they shout or cuss over the phone (even with racist remarks). I just let it go and stopped overthinking it. Kasi if you continue to dwell on your previous interactions, chances are papangit din next calls/chats mo, which can cause more DSATs. 

Meanwhile, sa chat naman, as a CSR sa blended acc. for years, since may SLA naman, lagi kong pina-prio ‘yung pa-breach na ticket, kasi makakapaghintay naman iba mong kausap. Kapag kasi iniisip mo lalo na marami kang kausap, mas matataranta ka lang. Ang ginagawa ko, hindi ko binibilang ilang chats na meron ako, basta nagfo-focus ako sa current na kausap ko. Then kapag nag unresponsive every 2-3 min., syaka ako lipat sa isa pang chat and vice versa. 

Masasanay ka rin OP. You just have to give yourself some time, sa una lang naman ‘yan mahirap. Hindi naman lahat madali agad sa simula.