Eight months ago, I started watching your videos, hoping to learn how to kickstart my call center career. At the time, I didn’t believe I could do it. I lacked confidence in my English skills, and I could still remember my first call, I couldn’t even get a word out. hahahaha,I told myself this job wasn’t for me. But now, I’m in the highest tier and consistently ranked among the top performers every month. Thank you, Kwestyon, for helping me build the confidence I once lacked. Your videos truly played a key role in getting me here
I started as a newbie as a call center representative and your videos have been my armor up until this time. I am now a trainer after 9mons in production. I always also encourage my trainees to watch your informative videos.Thanks a ton!❤
This is more realistic than how our trainings sound like. I always tell everyone especially who's coaching me, it is not always about building rapport or acknowledging statements that will give me good feedback. I apply it whenever I see fit. When the customer is in a rush I tend mirror the same pace. Lol
Your fluency in spoke in English are very good 😊😊kala ko Hindi pilipina,Nung napauod ko lahat Ng vid, mo Pinay ka pala! Napa galing mu promise ☝🏼☝🏼👍🏼👍🏼👌🏼👌🏼✅✅dami ko natutunan.
Could you give example for a mock call that offer a server service? I don’t have any tech background and most of my clients are way more tech savvy and experienced than me.. Especially since the company based in singapore where most client are somehow combination of analytical + driving client, so I often lost the client 😢
THANKYOUU SAURRR MUCH I PASSED MY FINAL INTERVIEW AND MAY JO NA AKO FINANCIAL ACCOUNT HAHAWAKAN KO CONFIDENCE AND POSITIVE VIBE IS THE KEY❤❤ THANKS TO YOU KAHIT DIKO SI NI SINK IN TIPS MO BASTA MARINIG KULANG BOSES MO GOODS NA OVER ALL YOU ARE VERY HELPFUL
Hello Shei I love your videos. I have a question. When I spell a word. Can I say for example: A as an Alabama P as an Pensilvania L as an Louisana etc. I could not remember the Phonetic Alfabet completely 😢. I apologize for my English. I am trying to practice this lenguage because I speak spanish 😅
@Kwestyon I disagree because if call centers had the necessary tools that's documented and to look at so agents can simply go get information from then you wouldn't need those fake annoying quality calls, who only cause confusions and make the agent unsure of him or herself. The reason a lot of agents quit call centers is because of the quality department, not from the real customers.
Call centers do have their Knowledge Bases. It’s simply impossible not to, especially for behemoth accounts like Amazon and eBay. There are templates, documented procedures, and processes, and they’re all discussed during training to the point that information overload is inevitable. That said, I can attest that some QA rules are so rigid that they don’t allow agents to make real-time adjustments, leading many agents to think there’s only one way to handle calls. But call centers would likely fall apart without quality checks, just like any product or service. Is it a perfect system? Not at all. But QA, despite its sometimes unreasonable rigidity, helps agents stay attentive to their performance. It’s always been human nature that when left to our own devices, we tend to drift toward convenience over consistency, often letting standards slip without some form of accountability. At least for most people. This is where frameworks and rules step in to maintain balance. Much like how police keep order on the streets, QA keeps conversations on track. Without it, calls could quickly become inconsistent and messy. Still, like any set of rules, QA policies need periodic updates to stay relevant and effective.
I'd say that the main reason agents quit is often due to the stress from an unreasonable workload-plain and simple. Some accounts also have a high volume of irate customers, but it’s mostly because of company policy and product quality itself. Not QA.
Hi dear been watching many of your videos. I became interested to watch your videos since I got my job here in a month ago in the UK's most reliable broadband provider. Thank you for this video. Can you also make a video on how to handle objections on sales? I'm your subscriber a cebuana working in one of the contact here in the UK.
Eight months ago, I started watching your videos, hoping to learn how to kickstart my call center career. At the time, I didn’t believe I could do it. I lacked confidence in my English skills, and I could still remember my first call, I couldn’t even get a word out. hahahaha,I told myself this job wasn’t for me. But now, I’m in the highest tier and consistently ranked among the top performers every month.
Thank you, Kwestyon, for helping me build the confidence I once lacked. Your videos truly played a key role in getting me here
Congratulations! ♥️ So fantastic to hear.
I started as a newbie as a call center representative and your videos have been my armor up until this time. I am now a trainer after 9mons in production. I always also encourage my trainees to watch your informative videos.Thanks a ton!❤
Wow, congratulations! 9 months is a rapid level-up!
@@Kwestyon Wooah!😳 Thank you! God speed!🤍
This is more realistic than how our trainings sound like. I always tell everyone especially who's coaching me, it is not always about building rapport or acknowledging statements that will give me good feedback. I apply it whenever I see fit. When the customer is in a rush I tend mirror the same pace. Lol
Your fluency in spoke in English are very good 😊😊kala ko Hindi pilipina,Nung napauod ko lahat Ng vid, mo Pinay ka pala! Napa galing mu promise ☝🏼☝🏼👍🏼👍🏼👌🏼👌🏼✅✅dami ko natutunan.
Wow...
Thank you ..
I really enjoy your videos...
I just wish I could be as expressive as you someday.....
That was superb, Sheina! I can already see other customer service TH-camrs copying this video from you to offer the same to their audience.
And thank you for this suggesting this!
@@Kwestyon Yw. My pleasure.
Thank you to your videos Ms. Kwestyon🥰 I learned a lot from your videos 🥰❤️
You're the best Ms. Sheena❤
Very good valid points on how you deal with customers on a daily basis
Could you give example for a mock call that offer a server service?
I don’t have any tech background and most of my clients are way more tech savvy and experienced than me..
Especially since the company based in singapore where most client are somehow combination of analytical + driving client, so I often lost the client 😢
Salamat kwestyon for this tips, I'm the first one to notice your new upload video!!! 🎉❤❤❤
THANKYOUU SAURRR MUCH I PASSED MY FINAL INTERVIEW AND MAY JO NA AKO FINANCIAL ACCOUNT HAHAWAKAN KO
CONFIDENCE AND POSITIVE VIBE IS THE KEY❤❤
THANKS TO YOU KAHIT DIKO SI NI SINK IN TIPS MO BASTA MARINIG KULANG BOSES MO GOODS NA OVER ALL YOU ARE VERY HELPFUL
Wow!! Congratulations! 👏👏👏Thank you din...
@@Kwestyon ♥️
awesome videos!
Hello Shei I love your videos. I have a question. When I spell a word. Can I say for example: A as an Alabama P as an Pensilvania L as an Louisana etc. I could not remember the Phonetic Alfabet completely 😢. I apologize for my English. I am trying to practice this lenguage because I speak spanish 😅
If you're in a pinch, it should be okay. But the standard is the NATO phonetic alphabet so try memorizing it. 😉
If it wasn't for the annoying quality calls, call center jobs would be much better
For the agents, sure. For the customers, probably not.
@Kwestyon I disagree because if call centers had the necessary tools that's documented and to look at so agents can simply go get information from then you wouldn't need those fake annoying quality calls, who only cause confusions and make the agent unsure of him or herself. The reason a lot of agents quit call centers is because of the quality department, not from the real customers.
Call centers do have their Knowledge Bases. It’s simply impossible not to, especially for behemoth accounts like Amazon and eBay. There are templates, documented procedures, and processes, and they’re all discussed during training to the point that information overload is inevitable.
That said, I can attest that some QA rules are so rigid that they don’t allow agents to make real-time adjustments, leading many agents to think there’s only one way to handle calls.
But call centers would likely fall apart without quality checks, just like any product or service. Is it a perfect system? Not at all. But QA, despite its sometimes unreasonable rigidity, helps agents stay attentive to their performance.
It’s always been human nature that when left to our own devices, we tend to drift toward convenience over consistency, often letting standards slip without some form of accountability. At least for most people.
This is where frameworks and rules step in to maintain balance. Much like how police keep order on the streets, QA keeps conversations on track. Without it, calls could quickly become inconsistent and messy. Still, like any set of rules, QA policies need periodic updates to stay relevant and effective.
I'd say that the main reason agents quit is often due to the stress from an unreasonable workload-plain and simple. Some accounts also have a high volume of irate customers, but it’s mostly because of company policy and product quality itself. Not QA.
@Kwestyon getting fake annoying quality calls don't help either.
❤❤❤
Hi dear been watching many of your videos. I became interested to watch your videos since I got my job here in a month ago in the UK's most reliable broadband provider. Thank you for this video. Can you also make a video on how to handle objections on sales? I'm your subscriber a cebuana working in one of the contact here in the UK.
Thank you! This is noted. ♥️
I think I'm a mix of all of them
That's definitely possible depending on the situation you're in! 🤭
Mam you are fantastic last night I saw your videos mam I'm from India near the Taj Mahal and can you make a video to how to find a flight route
I'm an analytical customer myself and its hard for me to deal with other kind of customers.
Hiiiiii❤ Episoden friend😅
I love you ma'am
Ma'am hindi po ba qualified maging agent ang iisang kamay lang ang gamit pag nagtatype?? Gusto ko po sana mag apply kaso Bali po yung isa kong kamay
I'm not sure po. Mag walk-in po kayo sa company. Depende sa account, kung di naman naga-type palagi, baka pwede, but I can't promise.
Your vids are good. Why don't you make more
Thank you. ♥️ They take a lot of time to make and sometimes I'm just too lazy. But I'll try to be more consistent.
Good job Kweston Mam❤kindly pin my comment😊
As a customer service rep I'm the driving customer, please get to the damn point! spare me the small talk..