#1 Mistake Call Center Newbies Make When Taking Calls

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.

[@realb2381]

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

[@KyleDarrelOlivo]

True

[@chanidapawilawan7222]

Couldn't agree more 👏

[@maricrisquintero2403]

Absolutely right 😍

[@danielleoperario3964]

True!!!

[@jonainieelian7070]

Es El gusto niyo na e

[@robertogutierez2165]

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]

me too!

[@sebastianaristegui1397]

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]

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

[@iamshadowbanned699]

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.

[@moonlightgaming4253]

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

[@keishamendez1178]

Same!

[@elmerudasco2341]

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

[@francisocampo8767]

Any tips? 🙂

[@thedominatortechtips1751]

What site po?

[@ashley-fr3ec]

kamusta po training mo?

[@josedeguzman__]

Best teacher for newbies. Love it.

[@jasfernoriega314]

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

[@gaildelrosario5463]

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

[@rodelioramonjr]

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

[@ji-vlogs]

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.

[@jovenbersamina7260]

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]

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

[@leesunjileesun6258]

I'm newbie in BPO industry, and I'm so greatful that I found her yt channel. it helps me a lot.

[@Aeinji]

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.

[@aliyahreignsedanto8279]

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 :)

[@tinkerbell13]

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" 😅

[@paulinedungo7081]

True hahaaha

[@BeautifulFlower-0]

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. ❤️

[@Thejazzerc]

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.

[@alliahazuela6134]

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!!! 😍🥰

[@marbealfornon7690]

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 🤗

[@Koola0811]

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]

Congratulations Marky!

[@BEEd-3A-2023]

Hi may i ask something

[@nisvillanueva1109]

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]

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]

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

[@reenfier2974]

I passed my final interview and got a job offer. I'll start my training next week, thank you for this :)

[@gracegeronimo230]

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

[@Kwestyon]

Good luck, Grace! 🥳

[@jucelalolor1365]

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

[@daphnejayeabigailbalicog3446]

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

[@justinsingh221]

Very true, something to note down whether it is a question you've never been asked before for future calls

[@gregoryjoe7049]

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.

[@shincorpez]

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! 🥰

[@djbf1996]

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]

Hi! Is it TP you applied to?

[@Golgibaby]

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!

[@sirjonathanmartz6671]

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.

[@jhunreyjabalde245]

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]

Same here

[@olchondramarianne6670]

same here

[@venusdavid9531]

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

[@minato4846]

Thanks for all the tips ate. I got a job offer as a CSR to an in house company in my province. Your videos have educated me a lot and became my guide to successfully pass all the interviews. My training will be on Tuesday and I'm hoping that I'm gonna do well on the training. You're videos have been the most helpful to me. Please keep on producing content like this. Thank you 😊

[@SLFRVA]

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

[@yourkitchen9415]

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

[@dreamplay1674]

I learned a lot on her video, thats the main reason why i hired. Thanks for helping me out maam..

[@jevielirasan8181]

Your content, is worth to watch. I will be engaging training by next week and starting to browse content in youtube that is common test during training, and luckily saw you videos and it's nice very easy to understand. Wish me a goodluck, thank you so much!

[@Kwestyon]

Good luck!

[@taniedokemberlyanna.6235]

How to pass the final assessment naman po🥺

[@ashleymerca1654]

with your tips, i passed my final interview. God bless you!

[@rosalynpatron2885]

Thank you so much Kwestyon because of your channel I got hired! 😍😍still watching your videos because I learn a lot from it. Hoping for you to get million subscriber. 🙏🙏🙏

[@gregoryalbertofabiangarcia6920]

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

[@RaquelMerlos]

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!

[@daineyschannel4729]

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

[@jonahjaca333]

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]

I hope you make it. Good luck!

[@FriendlyFakeBarista]

That's true! QAs tend to mark down when their agents are not following the Call flow

[@mariacatherine5551]

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]

Any updates?

[@missymacairan3164]

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

[@kristinejoypranada1528]

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!

[@graceyang3666]

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]

Can I ask which company you are working po

[@yurijanaban4606]

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]

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

[@marn379]

Your advice much more helpful.. because i also got to hear from om's or trainer that dont forget what to follow..then if we forget sometimes i get coaching..made me feel like im being degraded than to be boost because they'll give you warning made me stress as a newbie

[@sorianoaprealangell.9666]

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

[@Kwestyon]

Good luck to you! You can do it.

[@Moonlight-qp9mi]

This channel had help me get my first job

[@chellastation]

I would like to get straight to the answer, especially for simple questions. I am trained to ask for the customer phone number and name before moving forward. The reason I was told was that the people monitoring the calls can know when the customer calls back for the same issue or have a record of the customer calling. Also, if the call disconnected by accident, we can call the cuetomer back. These are just referring to the one-and-done calls.

[@maryann7127]

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

[@sukucee21]

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

[@rayl3817]

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.

[@jhedspot]

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 ! 🙏🙏🙏

[@natahlidanuco2975]

Yaaaayy!! Super useful po tlaga ng videos niyo. Lagi akong tambay sa channel niyo po. Telco acc here! 💀 T-Mobile is veryyyyyy hard for me though but I have a strong feeling I could survive bc of your videos pooo thank you so much for your help!!!!!!! I really appreciate it so much poooo

[@SleepyPuPzZ]

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.

[@ggukseuphoria]

Your videos help me a lot as a beginner.

[@marcpongasi6450]

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

[@estefanilopez1419]

Thanks a lot. Your videos helps too much.

[@stevenvincezentpamintuan467]

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 ☺️

[@jahzielgamboa620]

Thank you for the heads up. I just got the job and start by next week thanks for the advice and knowledge that you shared 😇💖

[@maryannreyes3280]

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

[@marianflores3395]

Always and forever my idol. Thank you po kasi nakapasa ako for intial and final interview.waiting for the account validation na lang po. Thank you Maam. ☺️

[@Kwestyon]

Yay!! Congratulations, Marian!🥳🥳🥳

[@louvettemarvelim8579]

Very helpful! I love watching your videos

[@IGotMyEyeOnYouu]

I love how you talk . 🧡

[@fritchengzhere5340]

Thank you for being part of my CONCENTRIX application journey🥰🥺 I'm hired🥺

[@Nov1020]

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

[@stephanieencisovlogs]

Ughhh salamat kaau madzam training nako ugma sa qualfon imoha jung vids ako gi tun'an😍

[@KelvinShowTV]

Excellent video as always !!!!! I LOVE YOU !!!!!!!! Greetings from Dominican Republic !!!

[@pinoyreactions5132]

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

[@jamepaulserenio8743]

My training will start on Next Week. Thankyou for the informations.

[@adrianroman4280]

Awesome!! You're the best! Thank you for sharing with us all your wonderful knowledge! ☺️

[@lakadtv2219]

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

[@suzettepanday9811]

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..

[@johnanthonyingua1855]

I'm learning so much from you,thank you so much😍😍😍

[@manuelbueza7621]

lahat na ata ng video mo ma'am pinanood kona. hahaha nag reready kasi ako mag aapply kase ako. btw. salamat sa ganitong video❣️

[@ronaldgabriel5382]

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

[@funboy3721]

I've learn so much because of her 🤩

[@arteriesc.5572]

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 💖🥰

[@Tempus.EdaxRerum]

Thank you for sharing your knowledge and experience

[@Reylan75]

My training starts this Monday for a TSR position. Wish me luck!

[@kevineliascrisostoguerrero7743]

Same here!

[@GamingChannel-uv9hv]

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

[@fabulousboii5551]

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

[@yerlyncarvajal8293]

Yes! Make it a series! Thanks 😊

[@jamaicaview9076]

Excellent Point that so happen in call center I hate call flows in some cases well work well in others

[@ang-init]

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

[@rickybazzi]

this is my 1st time to watch this video thank you so much for giving some tips Iike me i want to try to apply in call center agent 😁

[@mariceltayco6940]

I hope I passed my initial interview in a call center. So scared and nerve racking all the time when my cellphone ring.

[@dweeknd8484]

Hi Ma'am I'm not new to your YT Channel but I just want you to know that I've been watching your videos so many times and may I have a request can you make a video of a customer service video? on how are we going to handle every situation. I'm already taking my CES

[@ChadForger]

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]

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]

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

[@jesusantoniodomalin1916]

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

[@gabrielahernandez4001]

Thank you so much for the video I really like it , now I feel more confident .

[@yvhonepink2071]

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 😊😊😊

[@ejan0112]

Nakapasa ako sa mga binigay mong tips, Dahil sayo po yun! Salamatbpo.

[@username5174]

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.

[@manilynAdam]

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! ❤️ 😘

[@Annlykavlogs]

Thank you so much ate I learn a lot I'm planning to apply call center soon .

[@julietteestillore9623]

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! ♥️

[@pauljohnpapagayo7705]

That's why active listening and comprehension is important

[@rebeccakillong6207]

Your voice is so unique and lovely❤