Call Center, Toot Your Own Horn!

I work in a call center, where we take calls for self storage facilities. Our job is to assist callers to rent a storage unit. We have recently started a program to recognize our phone representatives who receive a complement about how he or she handled a caller’s requests. When a complement like that comes to our attention we frame the certificate and give it as a reward for the representative. These are often the result of a mention from a customer to the store’s staff that the rep did a good job or was very helpful, any thing that states that you did a good job. If a customer tells you on the phone call that you did a great job we can tell the call center manager and she will listen to the call (our calls are recorded) and she will decided if it is a worthy complement and, if so, she will give you a certificate.

Well some of our people do not want to do that. They said they did not like tooting their own horn. Well I say toot away! For one thing it is good to hear you are doing a good job. It makes you feel good and most of all it lets the company know the customers recognize the good job you are doing.

Sometimes we get in rut. We go to work we go home we go to work we go home, never knowing or thinking about if we are doing a good job, or does the company appreciate us. Do I feel like my job is secure? So it is nice to hear someone say you are doing a good job. It is even nice to see your name on certificate stating that you are recognized for it.

So I say toot your own horn. Toot away and feel good about yourself and your job.

You can see our blogs and other comments at totalqualityassuranceservice.com on the web.

Written by Dana Shields; PhoneSmart call center head supervisor.

Thank you for visiting the PhoneSmart call center blog, an insider diary of the self storage industry.