Jenny Eaton

The Wizard Of Oz Does Call Handling

It's about wanting to help and knowing how to ...

Posted on: 06/03/2014   By: Jenny Eaton

Working for a call handling company is like entering a whole new world. It's worse than being Dorothy in The Wizard of Oz; in fact in the early days, it's more like being Alice tumbling down the rabbit hole ...

Like Dorothy, Scarecrow, Tinman and the Lion, when you're call handling, you need to guide the caller so they get what they want!

Like Dorothy, Scarecrow, Tinman and the Lion, when you're call handling, you need to guide the caller so they get what they want!

If you have never done any type of call handling, it is seriously daunting. I have to say I really felt for Ciaran, our apprentice, when he started. You see, when you become a call handler, you become the Wizard of Oz. Dorothy wants to go home, the Tin Man wants a heart, the Scarecrow wants a brain and the Lion wants courage.

The Wizard of Oz guides them through the process so they get what they want and call handling is just the same. You have to define the caller's needs, choose how is best to meet that need, then direct the call to the right person.

Of course, for most of our call handling clients, we try to help the caller while they are on the line. With over 80 live clients at any given time that is a lot of information we need to know!

Sounds impossible doesn't it? Here is Ciaran's take on his last four months:

"I've been the apprentice here at The Office Genie for around four months and to say that time has flown would be an understatement. It feels like only a few days ago I was still going through the application process and yet, here I am, four whole months later. If that isn't enough of a shock to the system, the fact it's March 2014 definitely is!

I've begun work on my Customer Service Level 3 Apprenticeship which has been very interesting. The units I've covered so far have been focussed on the delivery of service and the effects it has on the business and various pieces of business legislation. Somewhere down the line, I've noticed myself critiquing others' service levels when outside of work.

I've become very conscious of how miserable some people my age look in retail roles and this in turn has made me grateful to be working where I am. The apprenticeship framework sets out to challenge and test the abilities of apprentices and it does just that. I like a challenge, something that exercises my mind and so far I have found the course to be living up to that promise! I certainly wouldn't be challenged and made to think like this in a retail role!

Over the past couple of months, my confidence has come on leaps and bounds. After a relaxing Christmas break, I came back to work raring to go and go I did. A break was exactly what I needed; soon after I became competent in handling calls for the majority of our customers and I've been gradually filling in all the gaps in my knowledge between then and now. Confidence has been key, without it I'd still struggle to answer some of our calls, even with all that I've learned. Once I'd really found my confidence, the rest was easy!

At the same time as building this confidence, I've been honing my skills. Learning what to say to who and when to say it. With such a varied clientele, the calls we take have many different purposes and, therefore, there are different ways of handling them. Depending on the client that receives a call, we determine whether to be formal or informal, conversational and friendly or professional and what sort of tone of voice we use.

It's been a drastic learning curve and I'm still taking new things on all of the time, but I think the hardest part's over, I've taken the plunge and entered the world of work. I'm now settled in and comfortable in what I am doing."

If you have ever worried about finding an experienced and well trained call handling team to learn about you and your business, call us on 01604 529170 today.

All our genies - including our apprentice - have learnt about MOTs, Blinds, Carpets, Domestic Cleaning, High Pressure Regulators, IT, Hairdressing, Aesthetic Treatments, Marketing and Web Design to name a few. We can learn all about your business too!

Until next time ...


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