Dealing With Irate Callers

Have you ever watched any short call center movie clips from youtube that features an irate caller going ballistic to the agent? Sometimes it’s funny to watch movies like that but if you are the call center agent in that situation you probably think otherwise. Irate callers from any call center business are something that cannot be avoided since calls are randomly selected depending on the department. Whether it’s from inbound or outbound call there is no escape from the explosive and frustrated voice of irate callers.

Among the types of calls in a call center, an outbound call has the largest chance to get an irate customer. Well simply because outbound calls are done by calling customers which often not happy to entertain unsolicited calls, especially if the agents are selling something. While inbound call centers always get callers that need support, they also get irate customers that are often triggered by their frustration in following the instructions of the call center agents.

Now, if you are planning to start a call center business or career, it is best to prepare for the inevitable irate callers. Here are some tips that will definitely help you in handle their calls without making you frustrated as well.

• Assume all calls are from irate callers
Having a mind set that all calls are irate callers will help you give your best service in handling the call. Thus, making the callers feel confident that you can help them.


• Always think that it’s nothing personal
If the caller goes ballistic and keeps on swearing always remember that its nothing personal. They are angry because of the situation not because of who they are talking to. Don’t get angry with the caller because that will produce negative feedback not directly to you as the call center agent but to the company you are representing.


• “Yes Sir, I Understand!”
Never interrupt an angry customer because if you do they’ll just continue in swearing. If they stop the word “Yes Sir I understand how you feel” will help ease their frustration.


• You Can’t Please Everyone
If you tried everything to make the caller calm down and failed, then you can transfer your call to someone who can handle it like your supervisor. Well you can’t please everyone.


• Ask Follow-up Questions
If you feel that your caller is starting to get frustrated ask follow-up questions to help you get back to the problem and try your best to solve it.

These tips are proven to work in most call center agents I know and for me as well. Being a call center agent is not an easy job, it still depends on the calls that you’ll get.

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