1. Tylenol and caffeine are your friends.
2. Most call centers will give you scripted or canned responses for most issues (especially when you're working for the call center and not directly through the company).
3. I've heard good things about Dell's training. A few years ago when I worked at Bleep
, basically same kinda outsourced place like Bleep
, they had a Dell contract, and most of the people are basically picked up off the street, ran through 1-2 weeks training, shadow another tech rep (listen in on their phone, ask ?s after called etc...), then are placed on the phones themselves.
4. Attitude: Don't take anything the customer says personally. It can be hard sometimes, I've seen techs on the verge of tears because of a nasty customer on the phone. No matter how irate the customer gets with you, always be polite. And depending on the company policies, if they curse / swear, you'll normally give them 1-3 warnings, then terminate the call.
Dress as comfortably as possible, while remaining within any rules required by your employer. Dress for what is comfortable for you. (Just because I have to wear a tie and collared shirt, doesn't mean I can't wear my hawaiian shirts and dragon ties...)BTW, I hope you didn't sign a NDA (non-disclosure agreement), or you may be in violation of it by saying
Got this too
MOST of the big companies require NDA's when they outsource their support.
Use the Knowledge-bases provided and when you can't find the answer there, Google it.
Edited by ScHwErV, 20 October 2005 - 01:38 PM.