White lies won’t hurt nor can kill you..

These are the words that got stuck in my mind as our ASG (Agent Support Group) huddled our team as most of us were given an Authorized Time Out (ATO).

I’m not good in building rapport in a call. Come on, I hate talking too much information especially if I don’t know you personally. I find it really awkward to initiate a conversation to minimize dead air and satisfy my caller.

We need to shape up our communication skills because this will allow us to be confident and harvest a lot of CSATs. Our team has a goal and we need to work on it so we can be competitive in the account.

This season, we are experiencing low volume of calls. Most of the agents are being advised to log off to meet the company’s metrics as well with our client. I’m already on my second week on the productions floor and I’m proud to say that I was part of the individuals who were given a slot to go home early.

My shift starts around 5am and honestly? When I login, I’m the only one in our bay. No seatmates, ASG or TL from our team for the first two hours of my shift. It’s really a challenge for me and so far, I can get along with other teams on the floor. The people are pretty helpful to a newbie like me-hehe.

I still don’t have a CSAT and it really scares me more. I don’t want to add up a DSAT for our team since we are struggling to meet the given metrics. It’s not really my fault but I’m already part of the team so, I need to do my part.

So, I’ll try to bluff and connect with my customers. I wanted to excel in everything I do. I’m not the type of individual who brags all his/her great achievements in life.

If they can harvest a lot of CSAT.. It’s not impossible for me to generate one for me too. Isn’t it?

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