#2 Mistake Call Center Newbies Make (Calls, Chats, Emails)

[@Kwestyon]

Mistake #1 here: kzbin.info/www/bejne/mavCpGt5fpijZpI Mistake #3: kzbin.info/www/bejne/n3jXn3yVh9-Djdk

[@akrambegum1313]

Loptop Makey phoncall

[@chellastation]

Thank you going over the return policy. The company I work with have a specific return policy for specific items. It is so important to ask for the customer order number or ask for the phone number to pull the order 🙏

[@ros_berth]

I've been working for a call center for 3 months now and I was wondering if you could make a video about vocabulary regarding customer service, maybe some words/phrases that had helped you when you were working in the industry

[@kennethbrentgayo5212]

(2)

[@ronalizaduterte4902]

Up

[@AngelicaUbiasBsba]

Up

[@andresonroderos3231]

i'm a call center newbie and I'm learning alot from your videos 😊. What I like the most is your way of pronouncing words, you speak slowly and clear.

[@surisurisuri29]

Hi! I just want to thank you for existing in general 😂 Your videos helped me pass the interviews and now I'm starting on the 20th (healthcare account) and I'm currently binge watching your videos. ✨

[@geniuswanderer9772]

Great explanation!. keep up the good work. You are exactly right. Maapektuhan ang first call resolution kapag walang anticipation sa future issues. Salamat Ms Candace.

[@johncarlogalapia4016]

Hi, I'm john thank you for making this video it helps me alot now I'm currently trainee at BPO company since I was planing to apply I starting watching your video. And you're the reason why I got hired. 😊

[@Kwestyon]

Congrats, John!🥳👏

[@johncarlogalapia4016]

@@Kwestyon yung yt Chanel mopo ni re-recomend ko dito sa BPO sabacolod na nga kapwa trainee ko sobrang laking tulong samin promise. 😍

[@juliorodriguez9657]

As always it is a pleasure to hear these advices is from this beautiful. They are easy to understand but sometimes is going to be difficult to apply. The idea of being proactive Is wonderful.

[@royorgano6532]

Thank you Kween. I got my job offer today☺️☺️♥️🙏🏼🙏🏼

[@Kwestyon]

Congratulations, Roy! Woohoo! 🥳🥳🥳

[@niloramirez6080]

Thanks for sharing this Ma'am it helps a lot for me being an aspirant to get in to the BPo industry

[@yarensey0331]

hi Ma'am, I'm learning a lot from you. I'm a chat support before and planning to transition to phone support. I hope you can make a sample mock call video about when to give a recap and when to have timing in asking for a survey from a customer. Thanks in advance. Cheers!

[@ivybodino6410]

I passed my interview bc your videos helped me a lot 🤗💛

[@dionimeljosol1907]

Hi. Been watching your videos for several times now. And it's very helpful since I'm going to be a newbie few days from now. I hope you can make a video for common mistakes a newbie does in a hotel account.

[@anajeanalolor6359]

hi ❤️were started our training today ❤️and yeah I'm so excited for nesting..Thanks for all the tips❤️❤️

[@jeremymonroe7892]

That's what I am doing in my past job as a Sales person in direct selling Company..

[@yaramyahubenmoshe6192]

You are doing very good job . Keep it up

[@unknow1402]

when i watched your videos i felt so lucky to found your youtube channel that's have a lot of learning new things about call centers💛

[@Kwestyon]

❤️

[@unknow1402]

I'm one of those lucky people have your youtube channel mam💛 anyways im new subscriber here💛 keep it up mam sheena you're so awesome💛

[@coreydread390]

Very appreciative of all the information you've given.

[@alkinaluna]

thank you so much for this, tomorrow is my first call with real cx and whenever I think about it, I get nervous

[@lenirebynica]

Ang galing mo!!! 😍💓

[@batang90sathenadelgado98]

Hi ma'am everyday I watching your vedio it really help me .to gain more knowledge and speak well .

[@emilalvardo3393]

Hi, believe me your channel has helped me a lot with my job ..it'd be great that you could do some podcast...

[@jonherichaldea7427]

Everyday I'm watching all your videos here in youtube. 🤣

[@kingzidek]

I remember the days of mine working in the retail account, the samples are absolutely applicable, but now i am working with technical support which the sentiments and quality behavior are important for your metrics,.. but kudos to your video it was actually very helpful especially for the newbie csr, actually you help me a lot when i was starting bpo last year...thanks :)

[@MC-qz5ej]

You're the best😻😻😻I'm learning so much from you😍

[@jea7694]

Alam nyo po ate kahapon lang nag apply ako sa Alorica umabot nako sa panghuli na assessment pero di ako natnggap bagsak ako pati nadin po sa TP bumagsak ako sa account validation nakakasad man pero tuloy padin ang buhay By the way thank you po pala sa mga tips mo nakatulong po talaga sya at effective siguro kailangan pa talaga na bago ka mag apply dapat ready ka🥰 Thank you po at more tips to go more power!.

[@Kwestyon]

Laban lang! Darating din ang time for your job offer. And yes, you need to be as ready as you can be talaga before sumalang sa interview. Pero the more you try, the higher your chance of landing your job offer. Wag susuko.

[@jea7694]

@@Kwestyon Thank you po ate🥰💪🏻🙏

[@kaye-kayekk8171]

1:55 because she didn't ask the customer if what kind of items she's going to return.

[@joelportillano5910]

Thank you ma'am I learned a lot ❤️❤️😊😊😊😊❤️❤️😊 have nice day ......and God bless....

[@castiello_008]

One of the most difficult thing to do when I was working as a chat rep is to answer No without saying No. It could be better if we can just answer No directly.

[@acemercadejas1329]

Hello, pwede po magtanong kung ano ang ginagawa sa training as a non voice agent? Mag sstart palang po kasi ang training namin. Thanks

[@wulbzjon1]

Correct me if I am wrong but I think what you are trying to say in this video is the importance of asking probing questions, being proactive is something different.

[@electricitefondamentale2222]

Nice learning videos

[@KelvinShowTV_]

Another great 👍🏻 video!!! Thanks 🙏!!!!

[@ranelbenecario6122]

Thanks a lot Sheena.

[@yourkitchen9415]

I wish u can coach me.admire u alot

[@elmilagrorecurrente]

Blessings from Colombia

[@msjemini430]

On our company, unfortunately or any negative words is not possible to say to the customers because we should do a resolution for that.

[@justinsingh221]

I remember the funniest mistake I made (I work for an airline btw) is when a customer was not happy with paying $10 for a seat I transferred the call to the airport control centre which was located at the control tower at the airport lol I fell to the floor laughing at that mistake.

[@rodelioramonjr]

Ate Sheina, sana po outbound call tips next.

[@Kwestyon]

Hi Rod. Sorry, I don't have that much experience in sales. I wouldn't trust myself to give any advice about it. 😭

[@Dthhrnndz]

Omg I badly need it too. Haha

[@leuryferminfigueroarodrigu7181]

Great

[@TheGoodlittFamily]

Jennifer did not asked what item she wanted to return

[@carljung2060]

Thank you for sharing info

[@chellastation]

I get alot of calls where the customer will ask for an exception for the return. There is never an exception, no promises.

[@bijoythapa3693]

Thank you so much for this content

[@michellewhitfield9332]

Hello i watch your videos it's all good and i love the way you speck can u pls make a video for the letter sounds like or tongue twister Ferdinand letter TH. Thank u..!

[@obensonjustin1440]

I do love you Ms you are beautiful and amazing

[@excuseme2423]

Hi ms. Sheena request din ako gawa din kayo ng video about call center tools or applications po please

[@martinchamartin3897]

THE FIRST AGENT DID NOT PUT A NOTE ON THE FIRST CALL SO THE NEXT AGENT CAN REVIEW EVERYTHING AND WON'T BE ACCUSED OF SAYING THAT THE POLICY WASN'T MENTIONED TO THE CLIENT.

[@johnanthonyingua1855]

Thank you😘😘😘

[@alleanalegaspi9491]

thankyou for your advice! i really like your video always! hope you can help me about our svar assessment and english sentence assessent. because i'm always failed! and i'm newbie. thankyou

[@aliyahqueenelechicon4323]

Hi im newbie too, first time in this kind of job..how's ur training.pls update.

[@MeLvinTraveler01]

I love you hello from dominican republic ♥️♥️♥️😍

[@jonathanbartolome7578]

Maho nato uy haha

[@gameboy6761]

Madame ako natutunan sau madam thanks a lot hehe

[@sreevalli3230]

Mam.. am working in call centre..some person talk continuously in this situation how to reduce AHT

[@mauricionajera9288]

Fcr is the best way to resolve the customer issues

[@jairuzmae]

What does FCR means?

[@mauricionajera9288]

@@jairuzmae First call response

[@lilygobma5188]

I think the agent forgot to asked what the items the customer want to return

[@spikewrench09]

But the problem i...if we will not follow the call flow it will hit our QA score...we tried to discuss it with our TL but you know what?..the answer is "thats the call flow..we need to follow"

[@Belathorf]

Yep Give us your Pro Powa

[@trixiamarietumaob3009]

I'm a trainee right now and i got frustrated coz i know some basic English but I don't know how to deliver it well that's why Everytime we have discussion i remain silent not bcoz idk the answer but i dont have confidence to speak up😭 my Trainor warns me about that huhu tomorrow is our mock calls idk if I'm going to pass. Huhu i think I'm having PPD as well😭 my baby is now almost 2 months palang po

[@jm-gk6wj]

Same here

[@gellingozun5057]

Good day mam. What about mistake #3 for newbies mam?

[@princesslesliemirador7319]

Hi mam sheens. Do you have some samples of emails regardingd lost parcel damage items

[@user-mbmixchannel]

She didn't ask what items are those

[@rocelbalbino9178]

She didn't ask if it is swimsuit etc.

[@kendrasalas6629]

Thanks :3

[@marryfalsario5927]

Hi !😁 Can I ask you something? Kwestyon is the name of your websites right? I'm curious why did you name your websites as " kwestyon"? 😁

[@andresonroderos3231]

Obviously she uploads contents about CALL CENTER and answers "QUESTIONS" anything about call center and KWESTYON is QUESTION in English.

[@Kwestyon]

Yup, this is pretty much it. :)

[@skycableservices1876]

Galing mo

[@sahilchaudhary2312]

I am facing problems on understanding customer and giving wrong rebuttals please help sheena and yeah my accent is different and us people thinking that i am not trustworthy can you tell me how can i sound trustworthy

[@bamexchannel7270]

I want to work as call center agent, but training center wont accept me coz i didn't graduate in HS . So :(

[@alfiediol6066]

Try enrolling in ALS so that you'll have your HS Diploma

[@akosikriziapaula]

Get a free call center training at TESDA (if they still offer it)

[@natyeagar8820]

Hi ate ,I just wanted to ask, I'm wearing dentures and having a hard time speaking and pronouncing especially with letter S. Does it matter as a call center agent?or will they hire me?

[@julietquinante3144]

Hindi niya tinanong kung ano yung item na ibabalik ni customer

[@antoniosolomonjr.lpt.mried1373]

Ano po yung microphone gamit niyo?

[@learnwithmanu5655]

Mam please make a video on why BPO for the person who had done btech. Please anyone if you know comment down.

[@crystalirayumul1891]

Hiiii 😊