Being the Best Call Center Agent Possible-Perspective

This quote by Abraham Lincoln is a favorite of mine – and perhaps is a good fit for the role of a call center agent: “We can complain because rose bushes have thorns, or rejoice because thorn bushes have roses.”
As you know, the life of a call center agent can be a tough one…. Dealing with unhappy (and sometimes unreasonable) customers and redundant work that is often not fully appreciated. But I believe that it can also be rewarding work and a time to learn skills that you can use throughout your career (and life). I have been in the industry more than 30 years and many of the skills I learned on the phones are the same ones I use to navigate life – dealing with unhappy customers; working on a team; providing good customer service – all are important.


But, just like Mr. Lincoln, I find that my perspective has the most impact on the outcome of the situation. Think of it this way – what does the little voice in your head tell you? If you attack life with the right perspective, your will problems will become smaller and solutions will become easier. What do you see, the rose or the thorns?
Check out this list and see which one fits your perspective:
• Thorn: Wow, I’ve never done this before – this is going to be hard!
• Rose: This is gonna be cool – I love learning new things!
• Thorn: This new process is ridiculous – and I don’t think it will work!
• Rose: This is different, I guess I just need to figure out how to approach it from a new angle.
• Thorn: Why do things always change in this job?
• Rose: I know one thing, there is never a dull moment in this job!
• Thorn: No one ever tells me anything!
• Rose: I seem to be missing important information a lot – I need to get my manager to help me figure out why.
Basically it all comes down to your lens on life – your perspective. If you happen to be one of those people that see the thorns, don’t expect to become an optimist overnight. You will have to work at it. But begin by analyzing that little voice in your head.
Abraham Lincoln was right – it is all about perspective. What will you choose to see today – roses or thorns? Which voice will win?
See the full article by Bob Furniss