Archive for April, 2009|Monthly archive page

The Day of a Call Center Rep

A typical customer service rep receives more than 50 trouble shooting calls per day. Surprisingly, more than 60% of those reps say they’re not good at solving the customer’s issue*. That means that 3 of every 5 customer service reps say they don’t know how to do their job. Can you imagine a basketball team that 3 of the 5 players didn’t know how to play basketball?

Before we pass judgment on those reps, let’s step into their shoes. They receive 50+ calls a day from customers ranging from friendly to extremely irate. They have to toggle between the 6+ systems on their computer while on a call. They need a working knowledge of all the company’s products and services. Not to mention the 10 emails a day they receive with confusing information about the newest marketing promotions or incentives competitions. Then add in the pressure of having their multiple bosses listen to and evaluate their every word. And finally, they are hit with pressures to reduce their call time, increase customer satisfaction, and get more sales. Their reward for doing all this is $8 an hour.

Considering all that, it’s a wonder there are any good call center reps out there. To deal with these overwhelming expectations, many reps develop coping mechanisms to get through the day. One rep I sat with recently (we’ll call her Lisa) told me that, when she gets a call about a technical issue, she asks the customer to restart their system and then call back if it still doesn’t work. Lisa says that restarting does often solve the problem, but if it doesn’t “it’s another rep’s problem now.” Lisa doesn’t do this out of laziness; she does this out of fear and ignorance.

As a good manager, we know your mission is to help reps like Lisa learn how to do her job better, but time and your other responsibilities don’t allow you to do that as much as you would like. That’s why Weber Associates exists. To focus on your people, simplify their world down to the core responsibilities, and develop their skills on the job so they can begin to meet their seemingly overwhelming expectations.

Please call or email to learn how we can help all your Lisas. 614-222-2168 or

* Survey of 1200+ customer service reps