Keeping It Familiar

When working in a call center it is easy to become complacent. Phone Reps basically say the same thing over and over again – all day, all week, all month, etc. Sure, each call has its own peculiarities, but each call is fundamentally the same.
That is why it was really interesting a few weeks ago when our director, Tron, asked us to no longer use the phrase “How may I help you”? We were all thinking – what do I say? Is a he nut? Everyone always asks that question! (This is exactly why he suggested the change! Phone Smart Reps are more original than everyone else!) At first it was very, very awkward. We all thought that this couldn’t be done. But more importantly, it made us think. Instead of reciting our spiel by rote, it made us conscious about what we were saying.

The same can be said about our workstations. Most of us sit in the same cubicle each day, week, month, etc. We are comfortable with our surroundings and don’t really need to think. We know how our chair swivels, how loud our phone rings, where to look when we need reassurance, etc. Could we consider the very thought of sitting elsewhere? Unthinkable!

It is amazing how well new phone reps do on the phone. Almost always, two or three weeks out of training “newbie’s” really excel. About a month or so later, their numbers begin to slide. We always refer to this as “beginners luck”. But is it maybe because they have finally become comfortable?

Yes, we all get in a rut. But the thought of change? Unthinkable! Should Tron suggest phone reps rotate workstations? Probably. But sadly, I fear he would probably have a mutiny on his hands, because sales people do not like change!