Devoted to the call center industry, the agents on the phones, and their managers

Here’s some free call center coaching…be careful of what you say on and off the phone.  Since headsets usually have powerful microphones, customers can often hear the background noise that accompanies most busy call centers.  Part of this “noise” usually includes rep conversations regarding frustrating situations or difficult callers.  It is not only inappropriate to discuss such matters on the call center floor, but it can also affect current calls.  Imagine what would happen if a customer hears foul language or negative comments as you are trying to resolve an issue.  Regardless of how you try to explain the situation, the customer will always remember that your company, and you by association, is unprofessional.