CALL CENTER ROLEPLAY PRACTICE | HOW TO ACTIVATE A CREDIT CARD | OPERATION MANAGER MOCK CALL – YouTube Dictation Transcript & Vocabulary

1.uh [Music] [Music] alone [Music] what is going on people from youtube what is going on people from tiktok what is going on people from facebook how's it going guys welcome welcome welcome welcome welcome to another episode everybody where we are going to be practicing our role play we're going to be practicing our roleplay that's that's right so in today's lesson everybody one of the things that we're going to be covering is our role play on how to activate a credit card all right so this is the pretty much the scenario a customer calls in right you are the customer service representative and your main mission your main mission is to help this customer uh to go through the activation of his or her credit card and just for the records guys you can participate right you can go ahead and participate in today's event and the only thing you need to do is to go to youtube people from tiktok go to youtube nesting acc nest in acc one more time and on youtube i'm gonna be sharing with you the link in order for you to start participating in today's lesson now uh how are we going to cover right how are we gonna how we're gonna be doing this we are gonna be doing this uh thinking about the steps what are those steps in the role play process that you need to keep in mind in order for you to make sure that you have that confidence in order for you to make sure that you will know how to answer uh customers inquiries customers questions and you will know how to give an answer to the om aka operation manager so that is crucial that is important everybody so let's go ahead and have a review right okay let's go ahead and have a review about um what you what what you need to what do you need to be um you know aware of right one of the things that you need to pretty much um to to think about every single time that you face a a a conversation or directly with the om alrighty so let's go ahead and talk about the first uh point in the agenda or in the role play right number one thing guys is that you need to open the call alrighty and how do you guys open a call in a call center let me know in the comments down below let me know in the comments down below in the meantime let me just go ahead and uh greed a couple of people right let me go ahead and create a couple of people and we have just right here well long time no see man where have you been man long time no see it went up thank you very much for showing up and in the meantime wendell maybe you can let us know how would you open a call in the call center industry when you are taking care of a customer let me know in the comments down below so it says this is alexander how can i help you very good job alexander thank you so much high five and fist bump to you that is pretty much one of the simplest sentences that you can ever uh actually uh say at the moment of the of the opening and you say your name you say the name of the company you're representing uh may sometimes you might say as well uh the position that you are uh in charge of and last but not least the beautiful statement how can i help you right that is going to help you out to get points when you are face to face with the operation manager so the number one everybody is open at call alrighty let's open a call number two guys number two in the process of um how do you deal with how can i activate my credit card or how would you go with that role play in the industry of call center is number two in the process is listen to the customer what does it mean listening to listen to the customer guys what does it mean thank you bianca for following the host i do really appreciate so what do you guys understand by listen to the customer so most likely the customer in this scenario is going to be pretty simple because the customer will say something like oh you know what i'm calling you because i just want to activate my credit card can you help me on that one please and then you go ahead and help the customer right yes or yes absolutely absolutely yes all right thank you guys thank you so much for sharing this live i do really appreciate your uh your um support um beautiful beautiful so number two guys number two thing uh or in the process on those steps that you need to think about is the following number two listen to the customer so why is the customer pretty much is calling about okay number three everybody number three what is number three in the process what is number three in the process number three guys is acknowledge the customer situation acknowledge the customer situation in previous videos or previous lessons we have talked about this and if you have missed that part the only thing that i can tell you is that you click in this card right here and we'll give you access to that lesson but what do you guys understand by acknowledge the customer what do you guys understand by that let me know in the comments down below remember guys get ready because you are going to participate in today's role play okay today is about roleplay right now we are just giving a like uh let's say a friendly reminder about the steps that you need to think about next time you go and face that interview with the om so everybody let me know in the comments down below what do you guys understand by acknowledge the customer what i understand by that when the mel wendell come on man show off show off so edwin 2089 says that's great thank you thank you edwin thank you so much so how would you go guys and acknowledge the customer acknowledging the customer it's pretty much to tell the customer that you know what mr customer no worries okay i bought you up you know what mr customer no worries everything's gonna be just all right everything is gonna be okay because you are in good hands you are just with the right representative that will help you out with this matter alrighty that is pretty much acknowledge the customer right now let's just know uh what the customer wants acknowledge it's that okay listening to the customer is what actually the customer want and acknowledge is to pretty much tell the customer you know what mr customer i understand what your problem is no worries i will help you out with that immediately alrighty so that is acknowledging the customer making sure uh that that you understand what the customer problem is and also you you will let the customer know that you are aware of that and you will have the customer on that part so that is part three in our cofor plot process right that is part three um about the steps that you need to go step by step at the moment of the road place okay number four everybody what is the step number four sometimes customers might ask you because we're talking about how you can activate my credit card you might ask him a lot of questions like what are the type of questions that you might ask to the customer if you are going to activate a credit card we talked about this our in our last lesson we talked about this in our last lesson so i'm currently studying bro but so interesting topic beautiful day darwin beautiful beautiful man great great great so requesting information to the customer if we are going to activate customers credit card what kind of information or what is the type of information that we need from the customer let me know in the comments down below guys let me know in the comments down below what is the type of information that we need from the customer and in the meantime in the meantime let me just go ahead and grab my notes and help you on that one what are the things that we need we need full name right so we need full name that's one of them what that's one of them so how would you ask the customer uh his or her full name how would you ask the customer his or her uh let's see credit card number how would you ask the customer let's see her or his account number alrighty so those are pretty much the pieces of information that you need if you would like to help a customer uh in the activation of his or her credit card alrighty just keep that in mind so that is pretty much requesting information and uh we have a couple of comments right here from tiktok we have fldnfl may i have your first and last name please very good very good high five and fist bump to you um o-w-o yeah that's the way that's pretty much the way that you can that you can ask that question or you can ask or you request that information but there are other expressions that we talked about it right that was there were other expressions that uh i taught you guys the previous lesson our lesson on last uh last monday right last monday it was our lesson and one of them is i would appreciate na na nana mr customer i would appreciate mr customer you can mention your let's say your debit card number for example in this case your credit card number or you can confirm your email address right or another piece of information mr customer that i need is your let's say social security number for example right instead of being repetitive because we're going to be asking a lot of questions to our customers if we really want to activate their credit card right if we want to activate their credit card we are going to ask them a lot of questions okay and in order for us not to sound repetitive we need to know how to ask that type of info alrighty and as uh step number five everybody step number five is to let the customer know that he's or her credit card has been already activated okay that is our last step in the process uh no it's not i'm sorry this is not our last step but it's the fifth step in our process on how to activate my credit card and the role play in order for you to make sure you keep this in mind and let the customer know what is going on after uh his or her activation remember that you know um most likely as i mentioned in our lesson in the past the cards the credit cards at the back of on the front of it they might have a sticker that sticker might um you know the customer might have some kind of problem when using the car with that sticker that's the reason why you as a customer service representative one of the things that you need to do is to advise the customer suggest a customer just to remove the sticker off the plastic or in this case the credit card and at the back of the credit card they must sign that card with his or her uh full name right just keep that in mind and last but not least everybody in our um process right now a process of how you can handle a call on how you can activate customers credit card is called closing which is pretty much you thank the customer because he or she gave you a call you than the customer for the opportunity and you say to the customer that maybe next time you will he you will help her or you will help him in another issue that she or he might encounter right so those are pretty much the steps everybody so step number one open the call step number two listen to the customer problem customer situation customer inconvenience number three acknowledge the customer tell the customer mr customer no worries you are in good hands and definitely i will help you on that question number four or step number four in this case request additional information in order for you to activate his or her credit card step number five is confirm the activation of his or her credit card and last but not least is the call closing thanking the customer because he or she gave you a call and you were able to help that customer alrighty so this is the activity um the main idea of this is number one for you to have the opportunity to practice the role play next time you face this type of interview at a call center with a operation manager that's number one thing all right number two because um i feel like a lot of people perhaps might need this and that's the reason why we're gonna follow it people right the people who participate in today's event in our role play they are going to participate in a raffle okay and what is the raffle about the raffle exactly precisely uh we're gonna be uh the the two type of raffles that we're gonna have are are number one we're gonna raffle uh private english lessons all right private english lessons not like this one because this is a public english lesson but private ones where you and a couple of students right and my persona we're gonna be talking about how you can you know prepare yourself and i'm gonna give you some strategies in order for you to improve your pronunciation your fluency your vocabulary um and um and pretty much all what you need to be well prepared for that job interview not only with the process of roleplay but any other questions that you may have i'm gonna be more than happy to assist you with all right so that is one of the ruffles right or that is one of the the the raffle the raffle is for um private english lessons alrighty uh or you know kind of private because you're gonna be sharing with other students okay but it's more selective because you're gonna be participating and i'm gonna be answering you every single question that you may have uh that you might or doubts that you may that you may encounter at the moment that you are getting ready for that job interview alrighty that's one other thing the second thing or the second type of uh you know raffle the second yeah pretty much is another raffle it's that i'm gonna give you free english oral assessments uh in other words uh we're gonna run some tests how your english is right um you know as a general english has nothing to do with pretty much call center perhaps and the main idea is to assess your proficiency when it comes to speaking english alrighty so what i'm going to be evaluating i'm going to be evaluating your pronunciation obviously your grammar i'm going to be evaluating uh the way that uh you know you you connect your ideas fluency coherence uh vocabulary all those stuff so keep in mind that one of them one of the raffles is for call center approach which is everything about call center and the other raffle is pretty much language all right so one of them is how you can improve in order for you to be ready uh for a call center interview and the second one raffle is how you can improve your english uh communication right or your speaking communication in english so those are the the two type of raffles that we have for today's event and who are going to participate in the ruffle every person right every human being that participates in today's roblox so what do you need to do the only thing you need to do is to go to youtube right and tell me nestor i want to participate i send you the link right i send you the link and uh we start running the role play all righty so in the role play what i'm expecting to hear from you is how you open the call how you listen to the customer how you acknowledge the customer situation how you request more information to the customer because in the end the roleplay is going to be pretty much the same thing how activate my credit card but in the role play you're gonna find uh customers that are you know easygoing customers that are upset customers that are um pretty much they might not want to talk to you they don't want to give any kind of information and let's see how you actually react because um in the end of the recruitment process that is the re that is the operation manager operation manager job the operation manager job is to make sure that if if you encounter the problem how would you go and resolve the problem even though even though you we already have all these steps remember that um at the end of every single call you're you're dealing with people and every people every persona has his or her own way of thinking ready so let's go ahead and see how you actually uh do in today's mocking call how can i activate my credit card this is one of the steps in the job interview process and the only thing that you need to do is to go to youtube right now and ask me for the link in order for you to participate and we run the the role play and you just immediately you are having access to either right the two ruffles how you can improve your english your spoken english or the second raffle which is how can you prepare yourself for um the following job interview at a call center that you might have for the following weeks days or months okay so let's go ahead and do it guys in the meantime in the meantime i'm gonna play some music you know as always so one more time guys i'm gonna be waiting here for you guys okay so i'm just waiting for you tik tok you can go to youtube youtube you can show off your english you can show off right now and let me know let me know if you are going to participate in today's event which is pretty much role plays how can i activate my credit card that is the roughly of today's session right so in the meantime let me see something just right here okay that is a rough play everybody how can i activate my credit card alrighty so go to youtube right now oops oops my bad okay so let's see go to youtube everybody i'm just waiting for you i'm interested yeah very good so go man go to youtube i'm gonna be waiting for you here step number one open the call step number two listen to the customer step number three acknowledge the customer situation step number four request more or additional information step number five confirm activation and step number six call closing all righty come on guys let's do it let's do it this is your opportunity this is your opportunity this is the only opportunity you will have in life buy free [Laughter] okay buy free come on guys jump in jump in nice advice is sure uh chriselle not a problem man my pleasure sounds good yeah sounds really good uh so darwin says which i can i can win a private english lesson dude yeah jump in go to nesting acc youtube you participate in the role play and you automatically you are participating in our raffle remember two type of lessons lesson number one how you can improve your english overall when it comes to speaking all right speaking only and lesson two is how you can prepare yourself for your next job interview at a call center all righty all right we have jose lux how can i participate okay let's do it let's do it we already have our first um participants so jose i'm sending you the link which is this one right here and the comments hit or tap that link right if you are on your cell phone or your computer hit the link or click the link and i'm gonna have i'm gonna be giving you access to our today's event come on jose lux come on jose let's do it man let's do it oh i think i too remembered to jose from costa rica right yeah he's coming he's showing up there you go oh can you listen can you hear me yes how's it going welcome and thank you very much for tuning in thank you very much for joining to our today's event so are you ready jose yeah yeah i'm ready i'm ready all right all right that sounds really really great just for the records jose can you please turn your camera on i would appreciate this moment bro but if you could give me like uh a couple of minutes i i i can't but i need just a moment alrighty let's do than that let's do that then because i do really want to see your face i just want to make sure that you are not reading i just want to make sure that you are giving me the right information i just need to make sure that uh how how can i evaluate you right later on in our private lessons or in our lessons right because definitely you are participating for today's raffle so fix your camera oh we have eduardo so in the meantime fix your camera oh eduardo what happened eduardo come back here man just left when i mentioned his name he just left come on eduardo come on eduardo alrighty so then we have uh green from guatemala hey what's up guatemala people hi did you work in um okay my name is chris el jamello hey what's up crystal hamelo thank you for that heart i do really appreciate one day one day youtube is gonna get jealous all right hopefully hey what's up man how's it going how are you today about to see wha i i was like arriving to my house and i and i received um notification and it was okay i got i gotta go in there and that's why i couldn't oh yeah and how are you all right i'm trying to be honest um i didn't i got hopefully but could you just sharing do you listen to me yeah yeah uh can you repeat one more time what you said please um i didn't i don't have um the rope that you was explaining us yeah but i when i get into the video you you already finished when i in there i see i see but you know what those videos are already available on youtube the only thing that it needs to do is to go to nesting and watch videos and pretty much take notes taking notes is really important is part of the process of learning and once you take notes just practice practice practice practice and one day obviously or i mean not one day but uh obviously the more you practice the better will be for you for the customer for your own for your supervisor for your family for everybody the more you improve the better will be alrighty so jose let's go ahead and do it are you ready yes all right just just for the records where are you calling us from today i'm from guatemala bro okay so we got jose from guatemala so we have our first participant from guatemala and let's go ahead and do it um thank you for calling amazon this is speaking how can i help you today uh jose i just received a credit card and i just want to activate my credit card can you help me on that please yeah for sure no worries i'll be doing my best just to helping okay as you said you need to activate your credit card right that is absolutely correct okay um just for security process may i have your name please my name is nestor nestor and your last name please my name is artola okay um may i have the last four digits for your credit card please sure three six five four just to be sure um you said three six five four right yeah and you know do you know what is why why did i why did i receive this car well to be honest um i'm not quite sure i gotta go to to check in on my system with that um that's why i decided to to ask you for ask for these um numbers you know because with that information i could check on my system and then i could offer you um an information about it okay okay all right okay let's do it yes um do you need any other additional information from me um at this moment no but um just a little question are you okay if i put your hole just like um two seconds ten minutes sorry uh two minutes yeah you know um what would be the best time for me to call you back because right now i can i'm in a hurry in fact i was waiting on the line for five minutes already oh okay um i didn't notice okay okay okay no worries um forget that what i said i just give me one sec i'll i'm going to check this okay um okay i could see it here um do you receive um this credit card because um i don't know if you realize it when you um request this through jim through one gmail account that's why you received that you know well i'm not quite sure i'll be honest with you but do you do you need anything else from me to actually you know for me to activate this car by the way how much money does this car have at this moment um you have um silver cart that means you have around two thousand dollars in your credit card okay and this amount of money is the one that i can't only spend on amazon am i correct yeah you're what about if i want to withdraw some money uh drop money in with this um type of credit card you cannot do this at this moment but if you start to use it and you work with that or i mean if you use it um we can offer you another membership you know okay all right anything else that you need for me yeah at this moment i need your full name please well i already gave you my name that's fine okay but just for um security purpose i need you know you want me to repeat my name again yeah you didn't you didn't you know you didn't write it down you don't have a piece of paper where to write it down yeah i got just nestor you know because of the last name i couldn't catch it oh i see uh well my last name which is artola okay got it i may have your billing address please but what you said billing address banana dress uh it's uh 37 8 arkansas 3 2 7 8

2.oh god thank you appreciate the information okay uh may i have your age please uh wow really so how long how long is this going to take ah this is the last step you know because this is the information that the system requires me to activate okay so i'm 35 make it quick please because okay okay um mr nestor i could confirm confirm you um your credit card is active um at this point do you have any question or there is something else that i could assist you with not at all thank you man okay thank can i use my credit card just right now yeah you can do it all right thanks thanks okay thanks again my name is jose and thank you for calling amazon was a pleasure um help to you today have a wonderful day thank you jose thank you you're such a great guy thank you alrighty good good good good couple of observation jose um all right first things first very good job man at least you followed the steps you opened the call you asked customer what what what the problem asked once you introduced yourself also something that i was able to notice is that you brand the call with the company's name in this case you brought amazon but remember that um the the role play was about how you can activate your credit card but you did a very good job you follow along the process which is really really good but when it comes to communication there were a couple of phrases that called my attention you said uh just just just forget what i said just forget what i said so how can you make a better sentence when it comes to you just want to you know you just want to admit or you just want to customer uh just forget what you have said how can you how can you pretty much fix that sentence in in other words how would you do how would you go ahead and and do it just forget what i said mr customer um okay um suppose you told me you told me your name right or okay um could i have or may i have the last name again please there was a phrase that you say just forgot what i said i was afraid to say just forgot what i said uh okay okay so that's that that's the phrase that i'm talking about you said just forget just forget what i said all right so do you think is that a really good way in order for you to uh talk to the customer just forget what i say mr customer no to be honest sounds like rude right it sounds like you are talking to your friend or you're talking to your mom and remember that even though um i mean they are talking to you for the fun it doesn't mean that you need to talk to them like like if you were talking to a friend but in this case just forget what i said if you don't feel comfortable with something just let it go you know one of the things that i would do is just let it go because um you might put yourself in a situation where the customer might gonna you know the customer might ask you additional questions about that you know what i mean so be careful when picking up your words another thing that caught my attention in your word was when you said you know you know you know this is something that you need to avoid completely when it comes to talking to customers because um you need to keep a conversation natural you need to keep a conversation smooth and just repeating yourself saying you know you know you know oh it's it's like uh you know you don't understand customer what i'm trying to tell you that's what it means right that is actually what it represents so stop avoiding those type of thing and just say the sentence and because the you know thing is part of the fillers you know you know you know you know so stop saying you know and your communication will be much better alrighty uh something else that caught my attention was when you say mr nester remember that we don't call customers by mister and first name right we say mr and last name or we simply in this case we we name them or we call them by the first name which in this case will be a nester or ah nester right in this case right and uh something else uh i can't confirm you said i can't confirm your credit card is active how would you go ahead and fix that sentence and confirm your credit card is active all right how would you know maybe without k i confirm you you can use it you can say uh for example um one of the phrases that you can say is let me inform you right let me inform you that will be much better let me inform you that your credit card activation has been already complete or your credit card activation went through successfully your credit card activation or your credit card is ready to use because it has been active and remember um you know remember that when it comes to credit cards they're always a time frame there is a time frame you can't tell the customer just use your credit card just immediately yes you can use it right now it doesn't work like that you need to give a time frame because if you say to the customer uh yes you can use it right now and the customer maybe is at the supermarket and the activation takes let's say let's say 15 minutes 20 minutes one hour two hours what is going to happen the customer is going to go through the whole market or the supermarket he is going to buy the thing he needs and then he is going to go to the cashier making the queue and in the end that credit card is going to be rejected that is a problem to the customer so you are making another problem to the customer the customer is going to call back and by the time he calls back obviously the credit card has been successfully activated because of the time frame right and the other representative will say something like no but your credit card has been already activated mr customer so you shouldn't be worried about you know what i called them previously i talked to jose and he told me that i can use it i was waiting and and went through the whole process at the supermarket and my credit card got rejected so how is that possible and now 15 minutes again waiting on the line you're telling me that my credit card is already active so that is the problem so you need to properly communicate uh your customer what are the steps involved and that's okay that you don't know this but i'm giving you this piece of actress information because whenever you face this type of rope play with that operation manager the operation manager will notice two things number one that you have the proper vocabulary and number two you have experience on credit cards alrighty so that those are plus plus on your um on your roleplay those are plus plus for uh for the developing of your of of the mocking call alrighty alrighty i got you yeah right thank you so we have jose from guatemala jose from guatemala alrighty so jose uh let's see let's see send me right nesting acc gmail.com send me an email right and you tell me hey nestor i participated in today's event okay just that in order for me to get in contact with you and tell you when it's gonna be our private lesson alrighty alrighty yeah got it just um what is your oh yeah thanks there you go beautiful man beautiful beautiful beautiful bye-bye bro take care man take care man beautiful you too bye excellent excellent my friend all right so we had jose from guatemala everybody who else who else wants to participate alrighty let me know let me know how can you participate pretty simple you go to youtube you come to our house youtube nesting acc you tell me hey nestor i want to participate and let's do it right let's do it so we have benji beach oh my god benji bench dude okay man man man man i need to talk to you man jump in man jumping jumping come on man jump in venture bench tell me everything about it guys great news great news great news everybody [Music] great news great news greatness how was your day good okay i touch you later now so bend your bench guys pay attention everybody silence subscribe and benji bench i remember benji bench because he has been one of the you know followers i don't want to call them followers he has been one of the person being with me on on social on tiktok and he has been asking questions he has been participating and all those things and one of one of the i mean the message that i just received is the following uh i'm already working at ibex [Music] good job benji bench good job benji bench high five fist bomb congratulations you deserve it my friend a lot of opportunities are coming in and i wish you i wish you all the best just prac just just learn from the best you know in your process this is like eating fish you know you have the fish you eat the meat you eat the flesh and what you're gonna be doing with the spine or with the fish bones you you put them away as simple as that right so the positive you keep it the negative you put it aside all righty benjamin just keep that in mind and the more you learn and the more you put it into practice and the more you help your peers the better will be for you for your family for your social situation for your spiritual life for everything my friend so congratulations high five respond to you and benjamin says i appreciate your help you're the best thank you man but you deserve it you are the best as well alrighty so let's give it up to binge so jose luis thanks for the opportunity was super super good now it was my pleasure jose just stay tuned because at the end of the at the end of this um event we will know if you go for a private lesson on how you you prepare yourself for a call center or a private lesson on how you can improve your speaking okay so stay tuned stay tuned my friend so uh we have bianca thank you very much for sharing one day one day youtube will be jealous right one day because tick tock is sharing and you guys you guys are not just yet all right at least thumb up thumb up and share guys thumb up and share that helps all right so hey uh we have hey seven eight five nine zero three fifteen nine nine seven four eight how can i participate that's her question go to youtube you say hey i want to participate i send you the link and let's do it let's rock and roll uh then uh astute street what's this uh sweet i'm sorry sweetglutton27 says is this the speaking partner activity no this is not the speak important activity this is uh preparing yourself for raw place how can i activate my credit card if you are interested in um you know if you are interested in going uh through the process of a call center you are going to face a uh mock session or a mock call with operation manager and he is going to ask you all right you know what i want you to activate this credit card or i want you to sell me i don't know this ban for example or i want you to know how can you handle a call and that's the reason why we are here we just participate in the six steps that you need to think about next time you go to your next job interview at a call center okay so yes thank you venge bench for answering cool call center training i guess so benji bench brought fluently okay so jeff jeffrey mayorga 29 said quiero trabajan and ibex tambien alrighty so but why the sad face man you you should be happy if you want to work at ibex you should be happy or any other call center man at the end so and i can tell you you taught me was super useful to get it listen what benjamin has said what you taught me was super useful to get in beautiful beautiful benji come on man i encourage you jump on on on on jumping on on on youtube and let's talk about it right let's talk about it so you can also uh eventually um you know this this also helped because people listen right and once they listen you know like testimonials like yours they will be encouraged because if i can do it you can do it they can do it as well as simple as that all right that was benji bench congratulations jess mayorga uh well right now jeff number one thing at least you need to have a basic level if you want to work with nesting acc you need to have a basic level at least what does it mean it means that if you understand what i'm telling you right now is more than enough alrighty and you get in contact with us nesting acc on youtube or any other social platform and i'll send you the details and everything that you need alrighty or simply get in contact with us through our whatsapp number which is eight eight one two five one two three all right one two five one two three eight eight one two five one two three we have four people on youtube come on guys raffle raffle raffle raffle come on go on come on guys um well that's depends that's gonna be depend but pretty much it's between 35 dollars right 35 and uh which which are pretty much public lessons right i mean not public group lessons but privately if you want to have one-on-one that is a different rate okay but if you are interested the thing is okay let me go back to this comment mac mac691 the thing is that if i give you a number let's say let's say right let's say the following if i give you a number oh you know what the price of my course is sixty dollars so you will say something like ah but though uh european academy or academia europea right no sponsorship by the way uh european academy they ask or they charge for 50 dollars and um and this guy is asking me if you know exactly 60

3.so in the end is 10 dollars different so i go with the european academy and that's okay i mean if you want to actually make that analogy it's up to you right at the end um you need to think about which is going to be the right scenario for you if you want just to learn english any any english center is going to be good but if you want to get ready listen to binge or read binge binge being benji bench comment if you want to get ready for a call center this is the best play of course right all right so then we have jeff mayorga29 there you go that's the activity right that's the thing that's the thing beautiful beautiful beautiful beautiful beautiful five people five flights of juju yes sir yes five people five five likes on youtube yesterday guys 50 minutes and only jose lux come on guys come on guys have some courage jump in this is for free my goodness do you want me to charge you do you want me to charge you this is for free go jump in participate in the raffle try to you know think about what do i want the raffle do i want uh how can i prepare myself for a call center or how can i improve my english spoken skills right two type of lessons uh it says pow 78 is there any difference in the application process when someone's refreshed you the answer to that question is no uh there is no way in the world that because you are a friend of somebody that it's working already in the call center you're going to get the job there's nothing nothing can guarantee that you can go ahead and pause the interview remember that um when you go to the screening aka the process of the call center what is going to happen over there they want to know how your english is they want to know how your knowledge is when it comes to computers they want to know if you are a really good asset or if you're a really good person to work with they want to know what is your background they want to know a lot of different things and every single thing is like a score in the end all right so you have this check you have this check you have this check you don't have this ah you don't have this ah you don't have this ah sorry and excuse me sorry excuse me but you are not going to be hired so are we live what do you think wendell yes we are why are you afraid people can watch you no man yes i mean i i totally understand right but yes we're live we are live all right uh there you are there you there he is we have benji bench benjamin jose benjamin welcome and welcome and thank you very much for jumping in uh so benji bench congratulations again he is hired at ibex i would like to know everything about it people want to also uh perhaps listen to you right and let's see how you you know get how how how did you get ready for for that process right uh or no haha come on wendell come on when wendell you know i'm gonna be like bannon like right have you seen that part uh when bannon and eddie uh brooke i think was his name right ben said bennett says to him and you know what you want to jump from the from the building and he decided no and then he took the elevator so ben and says all right so no just cheating yo just kidding yo okay so at the moment i'm listening you can address this issue yeah very good yeah yeah yeah totally totally totally so beige bean let me go ahead and send you the invitation ready so thank you and yes you can participate for your phone not a problem there you go there you go hey what's up what's up welcome back my friend give me those high five man high five high five high five and fist bump to you dude tell me everything about it how was the process um what you lied what was the most difficult part and what are your your words what what is your advice for those people out there thinking about oh i cannot i can't get the job so how what are those word of motivations that you have for them mike's is all yours go by the way you're muted man i don't know you mute it you mute it you mute it ah hold on wait a second okay hello no no no no no i can't hear you man can you speak can you say one two three [Music] can you hear me yeah that's much better benji all right benji all right let's do it um this is a really exciting experience i i gotta tell you because uh at the at the beginning of the year i didn't i didn't i did not expect to uh uh finished here in the call center and i can tell you that it's uh something how can i tell you because there are there are ma many of uh opportunities and benefits in working a call center right now here in this country because it's one of the most uh grateful place to work right now you know that here right now in nicaragua it's so difficult to find a good job with good benefits and of course that place dollars facing in in lolos so this is a really challenging uh experience because uh treat with with customers is really difficult when it comes about the accent when it comes about the feelings sometimes you get a face of this people that it's absolutely upset about their orders or their credit card so it's it's a different wall i can tell you i can tell you it's a different one okay about my recruitment process uh i was really afraid was um like i i was feeling a lion or i was feeling a hurricane i was lonely in this room and the most if you are absolutely i can tell you that it's the person test and you know you know i got a good mark uh your help so right now i'm very thankful with you and for your pages i remember i i watch your watched uh your title lives because you appears me a very enthusiastic person that likes what it what it what it's doing right now and that's uh that's something that can help you in the work when you are facing a customer you gotta be genuinely and be in the place that they are because if not you are going to mess it around they they can notice if you are just in a blank a piece of paper and it's really challenging because there are many uh feelings across inside the the phone or crossing by the chat you can feel when people is uh really you are really mad at that situation but uh it's not like it's not everything difficult okay you can do it you once you are in you can oh and you can just uh you go in like a like a cloud but the idea it's not just being floating the idea is clean get in like you're you are the fire in the storm you are trying to to do your best and i can tell you uh i remember uh once you all talked the report that something really important when you are in a in a call because the the little small talks that you have with the customer help you to get better a surveys that's a really good point that not always in the training uh your trainers uh said to you not everybody tell you that you are you you have to get really good march to get a bonus uh an extra uh uh more money because i listen to my co-work co-workers and they are always talking to talking about money but they complain army oh worth the money is so needed right now in this situation and i can tell you it's helping me a lot with my family yeah of course man i mean uh you know well one more time one more time i just want to say i'm really excited i'm really happy for the fact that you were hired already at ibex and um tell me how how did you prepare yourself what was the process what did you do so people are from from tick tock and listen what was your strategy and people from youtube as well can listen uh to your story so go go go let us know okay so uh when i was in middle school uh i used to go to english classes better i but i was i wasn't really engaged with the classes because it was very boring i can tell you that by throughout my college i learned a lot of things and i learned that the future is about the english so in that moment i realized that i need to improve my pronunciation my fluency my speaking ability my listening and then i got out the college and it was really difficult to find a place to learn english because uh without money you cannot just do a very good good at education but there are some uh kind of uh resources that you can use uh for example the british council page it's very useful for listening for uh for grammar of course or uh for role plays it's very useful and i do too with your life with your life on tick tocks and participating with your role plays too because it's exactly the same that you are uh when you are handling a call right now the most the most bigger challenge that i have right now in in at work is the metrics the metrics i can tell you my aht is one of my frustrations right now because there is time i'm starting it's difficult there is already a video okay i hear you there is there is already a video on how you can hit your hd and how you can keep it under control and the video is on youtube and i have to offer it and i have seen and i have seen it i'm still trying to it's not something that you just got i'm not saying that you got something yeah yeah definitely do it definitely i'm not saying that um you know once you finish that video oh yes you're gonna be the master controlling your hd no no no no not no no no i'm not saying none of that what i'm trying to tell you is that if you pay attention to every single steps and you put it into practice one one by one obviously your aht in the long term it will it will reduce right it will be lower and as i mentioned before all the steps and every single detail just right here is for you to improve maybe not today but for the future and what is the future the future is three months or six months and the more you put it into practice the more you put it into practice the better will be because one more time i i can't um you know i i i can't emphasize the point that the more you practice the better you become your boss your coach your supervisor your your your customer yeah yeah i'm not following you come again yeah you're breaking off my friend you're booking that what did you say what was the last part you said benjamin i would literally agree with you the more you practice the more the better will be the better it will be all righty so uh well sorry my internet connection is not not too good that's okay my friend that's okay all righty so oh so i think we have lost venge bench all right so guys that was binge binge that was binge binge he got himself higher right at the call center and one of the big ones which was ibex very good binge binge so we got lydia lydia lydia catalina yeah it's a big opportunity so very good so lydia if you if you want to participate the only thing that you need to do is to tap on the link on the link just right there um this link bendy bench for the records i heard you and i'm gonna help you you said that you have had some kind of problems when it comes to metrics let me do my best you're going to be participating as well in today's raffle okay uh let's see because your case is different from everybody else you are already in so i can help you out with all the things in order for you to get better at taking calls alrighty so let me just go ahead and write down your name we have jose from guatemala and we have benji bench from nicaragua being strange spanish from nicaragua good so all right who else guys who else who says me so then we says uh there's a difference with the application process yes i think i already answered that question didn't i hello greetings from nicaragua where are you and what's being talked about on life um carlos garcias thank you very much for asking i am in manawa right um and pretty much right now what we're doing it's a rope play where you can participate on how you can activate your credit card or my credit card and this is one of the rough place that you might face at the moment of the process of hiring right in the call center industry as simple as that and we are pretty much doing a raffle we have two type of raffle raffle number one it's to get access to private lessons for you to improve your english spoken english or ruffle number two for you to have access for you to improve yourself when it comes to uh getting ready for your next job at a call center and if you haven't done so subscribe okay this is the moment for you to subscribe so we already have seven people on on youtube guys the link it's already in the uh in the comments just go and tap the link we do the role play and you're going to be participating in our today's raffle so lydia i'm waiting for you alrighty wendell wendell [Laughter] no man just just kidding you do it just kidding you know i do appreciate you a lot man uh so we have uh uh lydia said box messages are not activated on youtube you need to subscribe [Laughter] you need to subscribe if you want to get in contact with me with nesting scc you need to subscribe you just subscribe it's not a big deal how many channels you have subscribed where they don't teach you anything just kidding man uh what's the raffle i think i explained that already congress for doing a good job helping people getting a job in a call center john my pleasure john uh hello teacher hey what's up steven viral welcome my surprise business version what what what uh my prospects it's a search a good job what do you mean supervisor go to youtube and let's talk about it gabriella me me me me all right so go to youtube everybody go to youtube guys one one hour already only two people come on guys i need more people i thought that everybody was excited about this lesson how you can activate your credit card the steps that you need to improve the more you practice the better will be for your next job interview at a call center at the moment that you're facing the the face of the uh you know of the the om operation manager the person that is going the person that is in charge of your future right uh in that call center so but let's do it let's do it come on come on come on come on guys we can do this we can do this now on me so we got naomi done hey now me no i'm gonna be there three two one hey naomi how's it going welcome thank you very much for tuning in thank you very much for actually jumping in in our lives event uh tsunami i will i want to see you naomi come on come on don't be don't be shy turn on your camera no okay let's do it let's do it okay beautiful there you go thank you thank you so much nami so how are you doing today naomi i'm doing great thank you for asking what about you i'm doing fantastic naomi thank you very much for asking as well and where are your callings from i'm calling from guatemala guatemala how's everything in guatemala so far well i think everything is okay beautiful beautiful beautiful and let me ask you are you working right now in a call center or are you um you know looking for an opportunity i'm working for center right now but sometimes for me when we are talking about the hd for the message all righty all right uh so guatemala hold on give me one second okay so what what's the problem with your aht oh well i think sometimes it's a little difficult for me try to to manage some calls when the client is is upset about some issues that they are having um i know how to make the process but when they are upset i i think i got confused and i don't feel confident and like so long i see um okay think you remember that you need to think about the following you need to think about what are those type of goals that you are very aware of and you can do them blindfolded you know so you don't need to think about that process you need to separate those type of calls that's one thing and the other thing uh with the process with those type of goals that are really difficult for you is study the process and study the possible outcomes the possible results that you can give to the customer that's another thing all right we already have two type of cultures right there another thing when it comes to customer don't pay attention too much to the bad words or something that is that that that is for you something bad you know i've been waiting in the i'm waiting on the line you don't you don't guys answer me all right uh whenever you see this type of customer number one thing you need to do besides obviously learning what is your your process uh and not to mention that you are very confident about it let the customer vent let the customer vent let make sure that the customer has finished everything he or she wanted to say right because if you interrupt the customer or if you say to the customer oh that's okay mr customer don't worry you know my bad because you have been reading online so but let's go ahead and start uh with your process they are not going to forget that because what they are expecting from you is that you listen to them and by the end of that let's say that listening uh activity from the customer or you from the customer they want to hear something real okay so think about one thing which is empathy how would you feel if you go through the same thing the customer went through just think about that how would you feel in that case you will feel annoyed you will feel upset and another thing that you need to think about is how would you go and say it because most of the time it's not what we say but how we say it if you say for example oh yeah mr custerman i'm sorry about your delay on the line but uh um let me just go ahead and help you it's like uh telling the customer i don't give a what is you you you went through and let's go ahead and finish with this all right so you need to be careful on what you're gonna be how are you gonna sound to the customer for example if the customer says i've been waiting here on this line and i can't understand why so time one of the things that we can think about and one of the expressions that you can go ahead and say mr customer i understand how valuable your time is i truly understand that you went through a process that you thought that it might take you a lot you know a couple of moments and right now perhaps you didn't know this but we are having a high volume of calls because of the system but the rest assurance the customer that you have that you are in a good hands and i'm gonna make sure that by the end of this call you are satisfied obviously you can't say this in every single call because that's why that is why that's why it's important that you know what are your process because there are some process where you can technically put your customer in your pocket and there are other processes where technically you can't do anything about it and that's near your fault but in that case the only thing you need to do is to follow the process but when you have those customers that you can put them in your call and in your bucket and they are upset because of something try to engage with them try to you know tell them tell them everything's going to be all right tell them tell them that you understand what the problem is but don't say the word problem don't say i understand your inconvenience don't say i understand your issue don't say those words just put yourself in customer shoes if the customer says you know i'm i've been waiting here oh mr customer i understand that you have been waiting here so try to make it like if you wear the person waiting on the line just for you to listen to somebody how can i help you so and and that's another and that's another thing which hap which pretty much has nothing to do with the process because if you told me that you already are that you are aware of the process with the process that you need to follow so it's pretty much on communication with the customer and the better you communicate with the customer the better will be for your numbers and with your aht alrighty um okay thank you that is did you you have any questions i mean it was was that clear or not enough yeah i think it was clear i know that as you say i think i need to say the try to take notes about the k words that they are saying so again i can tell them how they feel i can try to sounds like not a robotic person because it's the same for every single thing i'm sorry to hear that mr customer i'm sorry to hear that mr customer i'm sorry to hear that mr customer i'm sorry to hear what right that's that's the thing i'm sorry to hear what and uh it's not what you say is how to say it and uh if the customers are complaining if the customer is complaining about something take that pain point from the customer tell the customer mr customer i understand what you're but don't say problem inconvenience say actually what he told you or what she told you at the moment all righty cool cool cool uh so let's see naomi do you have any other question i think at the moment i'm going to start working okay you need to go back to work okay all right cool cool cool i wish you all the best nami take good care bye for now so that was naomi from guatemala she works in a call center which is great great for her alrighty naomi from guatemala alrighty so but what happened with my uh with those people that they want to practice for a role play where are they where are you guys so steven viral go to the link man go to the link stephen penis go to the link and let's practice so uh or let the customer knows that we are here to help yeah yes when yes wendell gonzalez there you go um it's like relate to what the customer needs yeah absolutely uh then if you pay attention to what the customer said okay alrighty good so at the moment of listening you can address the issue yes yes yes yes yes yes absolutely right uh okay let's do it let's do it chris rodriguez come on man come on man let's do it chris jump champion jump in with the roblox yes jump in youtube youtube nesting acc my friend nest in acc jump in you will have access and let's do it so far we have naomi from guatemala but uh in the end i just forgot to mention her okay so let's see let's see what's going on okay come on guys it's is it 7 23 already let me try yeah mari mario mario go to youtube chris rodriguez go to youtube there's the link come on guys in the meantime if you have questions let me know if you have questions let me know in the meantime let's play some music you treat me like no no no that's not the song mario mario go to youtube mario let's talk about it let's talk about it come on come on come on back office is the easiest thing in the world and you can work from home as well uh back office um what was the word ah dictionary for call center back office what is back office back office is pretty much paperwork where you don't wait on where you don't have to deal with customers call as simple as that um it's pretty much the process seen after let's say a customer got in contact with the company and you follow the process through either email chat or messages messengers pretty much yeah obviously so we have we have new subscribers hey guys i told you right that also subscribers are in today's list so we have naomi ronquillo i think she was the the girl that i spoke with stephanie donya stephanie donya high five fist bump to you naomi high five and fist bump to you as well alrighty so we also have kiel kill high five and fist bump to you and we have a helen helen high five and fist bump to you we also have abdullah i don't know if i'm pronouncing your name correctly abdallah are you from india so what's your score in the on the test please tell me abdullah i promise you uh i already have that score and i promise you that i'm gonna be talking about that later on all right but not today in another video or another live event just stay tuned alrighty uh then we got celide renasco just from brazil if i'm not mistaken okay she's talking about the wrestling test okay okay okay okay beautiful beautiful beautiful we have more subscribers which is awesome awesome awesome awesome all right so we got stephen stephen viral hey what's up steven um hey what's up man how's it going long time no see where you've been hello uh can you hear me yes stephen i can hear you loud and clear stephen where are you calling us from i'm from colombia stephen viral from colombia yeah how's everything so far how's everything so far in colombia uh okay um the capital center bogota yeah and how's everything how's everything so far in colombia how's everything so far in colombia is it good yeah it's good um so many complications because um is difficult and the situation in colombia because a lot of corruption a little um jobs for the people and that's it i need to try every day and i learn english because it's my goal my challenge every days yeah for um a search a good job yeah for example customer service is a good opportunity for i erase my goals my yeah my goals beautiful beautiful yeah you know i think every single latin american country it's pretty much the same corruptions all the things are not working properly not not going well and the truth to be told is that we have two options option number one we complain and complain and complain and complain and we know that we're not gonna do anything about it or option number two how can i improve that situation but before i can improve that in that situation i need to help myself let's face it we we need to be in you know at a certain point in our in our life we need to be like uh yes i'm gonna be that kind of person that i don't want to share anything with nobody right now because i need to work on myself so later i can help everybody else uh so stephen are you ready for today's roleplay how can i activate my credit card maybe i don't know i don't know i'm nervous that's okay man no worries it's part of the process the more you face you know the more the more that you get out from your comfort zone the better will be for you alrighty let's do it stephen uh just before we start moza moz kmos from youtube stay there okay don't leave okay stay there all right so stephen one two [Music] three hello thank you for calling my name steven how can i have you stephen i want to activate my credit card can you help me on that please okay please uh get me number uh [Music] okay uh get with me id idea your id please uh one more time could you repeat that again eh please sir uh get me give me a id your id please okay my id what do you mean my id um please uh i check um a lot of information um [Music] um where is your bank in this moment wait wait a moment you want my id you want my bank you want to check a lot of information what are you talking about i just want to activate my credit card [Music] excuse me where where am i calling to you okay okay in this company you [Music] [Music] credit card the bank yeah and don't understand me yeah um not really can i speak to your supervisor no no i i helped you yeah no no okay [Music] i don't remember i don't remember the process it's my first time yeah i don't remember the process this is this is my first time yet not a problem that's okay man that's okay that's okay that's okay that's okay listen this is just an opportunity this is just another experience uh yeah i i hopefully expect that you take the good things about this take the good things about this and what is the good things about this oh you know you know what i participated i i i wanted to let's see what can i do let's see how can i do it let's do it which is great uh but stephen we need to work right we need to work on your the way that you explain things your vocabulary your pronunciation your intonation because when you're speaking like that the confidence you maybe you maybe you feel confidence within yourself but the confidence that you're transmitting the customer feels like up am i calling to the right place who is this what is this company right because of the way that you are hesitating and the same thing that i'm telling you right now the same thing is going to happen in a call center if you don't if you go to a call center and the operation manager notice this notice is this he's going to be like uh uh no i think that uh you are not the right fit for this position and maybe you can come within three months that's that's one of the things that you're gonna be uh you know that's what that's one that's that is going to be one of the uh expressions or their sentences coming out of their mouth when they tell you you know what you need to come within three months now for example uh you said get me your number all right give me your number but there is there is a sentence already in customer service how would you how would you go and say give me your number instead of getting your number what would be the best way for you to say it no what number the first specific what number can you may you please provide your phone number for example right that's one of the expressions that you can use all right those those are vocabulary for call center could you please provide a phone number repeat it repeat it could you please provide your phone number provide provide yeah okay bye could you please provide your phone number there you go that's one of the ex the sentences that you can use uh mr customer listen to this one mr customer another piece of information i need is your credit card repeat it mr customer i need a lot of information on your credit card read it read it just right here mr customer another piece of information i need is your credit card number okay mr customer i need piece of information i need your credit card number another piece of information i need is your credit card number one more time go okay another piece of information need your credit card number there you go so you know yeah the more you practice this sentences the better will be for your role play okay stephen the better will be for you roblox but you need to practice you need to practice you need to make a like calendar right in order for you to practice so very good stephen do you have any question for me stephen is depending on the campaign the campaign yeah is for example um this is a seller is different yeah maybe situation and environment is very difficult different yeah i need um preparate more um i need more expressions and more a structure centers a sentence sorry yeah absolutely because and i don't know what is my campaign this is the problem and however um practice practice other campaigns in my case in my case is alone in my room practice with the camera or i don't know or false calls is my idea yeah stephen i just want you i just want you to know that you are participating for our raffle and i'm gonna tell you everything on how you can practice yourself on your own in our private lesson okay so stay tuned remember remember to send me your information at nesting nesting acc at gmail.com all right send me your information hey nestor i i i um we spoke in our today's live event i am uh steven viral and i will i will thank you every single detail okay okay um another question then the the interview questions yeah i need to practice a lot of nervous because um as my first time um i don't know what what say good or bad i don't know that's why you need to take this private lessons with me alrighty i'm gonna teach you or i'm gonna tell you everything what you need to know in order for you to get yourself ready alrighty so uh send me the email stay tuned because at the end of today's lesson at the end of today's lesson uh i'm gonna run that raffle okay take it easy stephen i really appreciate your advices thank you not a problem stephen take good care see you soon ready thank you bye thank you bye-bye now all right that was steven and from columbia and just right now we have moose hey what's up moes how's it going hey what's up sorry sorry at the moment i just was and just scrolling down and tick-tock and i found this one and was why not i know yeah yeah why not yeah why not why not i'm sorry for my fighters are you working already in a call center or are you planning to i already work in nicolson and now is my lunch but why not we can continue learning and we can why not just teach so to somebody else or help you with some role play i don't know why not why not alrighty so let's do let's do something even better so what would you say to people that are actually listening right on tiktok and on youtube uh and those ones that they haven't found a job just yet in the call center industry what would be your best advice just never give up uh because even when you already have a job in the call center you continue learning new works new scenarios new products and sometimes we will see like a special customer and they say no you don't speak english but what happened is probably the customer doesn't want to know what you are saying that's why they said ah you have accent that's why i didn't get what you said but now just uh try to focus in your goal and if you want to have a job and get money because that is my reason why i get job in a call center is because you can have a little bit more more money that as a regular job and just uh one and our advice is if you have a pen and you don't have how to say that in english you search and learn that work when i was study i have one friend and with hannah we was like just spiking that hey guy how how do you say this how do you say aceta uh sideways how did you say uh shoes or how did you say the word and that will help you a lot because uh you don't need to to know like uh complicated work just simple works just shares uh glasses dev towels things like that that's right very good very good and how long have you been working already for uh you know in the industry of call centers now almost six years but i still let in learning english because i know that i have a little a little bit gaps and i need to improve because when i when i get a job management it just was like ah you speak a little bit english yes okay go ahead and i just continue learning that's why i i was i wasn't interested to use a class on this video beautiful thank you moz thank you where are you calling us from by the way uh el salvador like you i believe that you are you are for yourself i don't know if you want to do a some round play just to show the guys uh yeah yeah of course let's do it man let's do it thank you thank you i appreciate uh your time you're honest and and obviously that you already have some experience right in the other circle center so let's go ahead and do it this customer let's see how it goes right hello my name is kevin and how can i help you kevin i need to activate my credit card oh sure morning gladiator to help you uh just to access your account can you please provide me and spell your first and last name my first name is nestor n-e-s-t-o-r and my last name is artola a-r-t-o-l-a oh thank you i get your last name but just to make sure can you please spell phonetical your first name just to get the right information what do you mean like phonetical like uh as napoleon boyce c.s and charlie um nancy he has an edward sampson and tom or as an aspires and richard what's that oh thank you so much i mean no thank you thank you so much thank you so much mr paul this one is just to get the right information let me access to your account oh oh now i found one card that is not activate but for security purposes i need to ask you a couple of questions mori could you please provide me the last word for the card that you have in your hand the last word the last word of your of your credit card whatever you want the last four digits sorry for that are you talking about the ditch the last four digits yes the last three digit of the car that you want to activate sure sure uh four five six one oh thank you let me check and please get out your just one more question okay i'm just telling you this because i've been through a really difficult day today i'm sorry i'm sorry to hear that but my wife just left me um i'm going through a divorce and i don't know what to do man oh sorry for that sorry to hear that but let me help you out and resolve this issue for you uh lastly may please have the date of birth yeah sure why not um zero three eighty six eighty six okay mr cola now i complete the activation process for your card and you can go ahead and use at any place that the card can be accepted something else that can help you resize this no no what was your name again my name is kevin kevin kevin thank you you have been very helpful thank you you're welcome now enjoy the rest of your day thank you all right my friend very good very good very good hey well obviously you already have some experience in this call center which is awesome which is great i like some of the sentences that you use let me pull up your account let me check your account let me go ahead and verify something on your account before we go ahead and proceed for security purposes and all those are awesome beautiful however and also something that you need to you know there are some customers as you mentioned they are special and there are other customers that they just want to talk and the customer that you have for today's roleplay was the one that they want to express their emotions you know they are four different type of customers angry customers the undecisive cost the undecisive a customer the customer that is uh you know like hurry up and the customer that is emotional the emotional customer so this customer told you you know what i've been through a difficult situation today and my wife just left me right she wants to divorce she wants to get the divorce and you say oh sorry for that but let me go ahead and finish with this and this was one area of opportunity that you should go ahead and jump and tell the customer mr customer i truly understand how difficult it is for you at this moment in time that your wife just left you or just because you are going through a divorce i can't imagine how difficult that would be that that that could be i i'm not marrying mr customer but in in your situation i know that maybe perhaps i will need some kind of help maybe i will need to go out with my friends but if you are married you know what mr costume i'm married and sometimes situations are very difficult in my personal opinion this this happened to me because he is being open with you and what you just did was like oh you know what i i don't give a but what happened to you let's go ahead and finish this right because of my aht remember this um i know that metrics are important but in the end right these are people and they they go through different type of things in their life right meaning that that if you treat them like people they are gonna love you when i say they're gonna love you they're gonna give you a good season that's what i'm talking about if they love you they show you some love uh it's gonna be reflected on your numbers and then your numbers will will talk about you your supervisors will come to here and they say oh you know what this guy he knows how to treat people he knows how to talk to customers and you know what let's give an opportunity to uh kevin right oh you know what let's let's let's let's have kevin to to to to talk about how to how to talk to customers for example to new newcomers for example right those are the things that you are going to be uh a spot you're gonna be a spot on the light for them for those people right so that's that that would be the only thing the only thing i will go do differently in that call alrighty apart from that it's just part of the process which is awesome but uh perhaps right now to people from uh youtube and people from ticked update you might be thinking okay that is another process in the in the in the you know in the steps of the call flow yes that's another process which is empathy building report however these are the type of process that you will learn eventually as as long as you grow into um the call center environment but right now if you haven't been hired i'm talking about to those people that haven't been either either higher in the industry called center or no experience whatsoever in customer service so i'm talking up to those people that before you prepare yourself for uh for a job interview you need to think about the process of a call flow and this is what we went through which based on your six years of experience you did a really good job obviously no doubt about it you know the process and everything which is great but that human thing is missing the human thing oh you know the customer i know that has has been a really uh rough day a difficult day instead of you know what just forget about that and let me close and let me activate your card but anyway most very good man very good very good thank you thank you i do appreciate the fact that you have shared with us uh this great moment and uh and and and hopefully you are enjoying your um your lunch because this is and also thank you so much to to share this one with us because we continue learning and i like to to found this kind of channels and just continue to improve myself beautiful beautiful most beautiful beautiful beautiful anything else would you like to say before you leave yeah just keep doing and the guys that are looking for a job just never care never give up never we go never give up all righty high five my friend face bump to you all right take care man you do bye-bye bye-bye man that was mo's from el salvador all righty guys all righty all right all righty so we have some comment on tick tock and on youtube so we have carolina rivas and come from tiktok carolina you're gonna participate then we got no more mario here from panama hey what's up people from panama how's it going mario tron's market hack what is that man mario what is it about are you a trump supporter uh catalina's from nicaragua hey what's up people from nicaragua how's it going then we have uh okay hi okay so hold on a second i don't know i don't know what does it mean but let you know hi i'm 16 and i'm about to start nesting and i'm kind of nervous what should i do wait a second where are your columns from where are you from um you're 16 years old and you're about to start nesting what do you mean are you higher already did they give you the opportunity even though you're 16 years old where are you from let me know i appreciate your help and then we got lydia lydia carolina why nicaragua asks for highest standard of english that's depends depends on the campaign lydia and um in order for you to work in a call center the only thing you need to have is a b1 level for customer service which is the tier one positions in customer service or i'm sorry in the cost in the in the industry you will have tier one tier two and tier three third three and up is the pretty much advanced level um advanced levels in english that you will need where you need to sound confident fluently uh you need to sound like um the person that wants to conquer the the world and then you can persuade customers that's pretty much it yeah you know an advanced level but in order for you to tell the customer where the packages are you don't need that level so that's going to be depending on what is the campaign right that you are looking that you are um pretty much uh you know applying for and what is the call center right let me go ahead and give you an example there are people looking for opportunities with high standards called centers here in nicaragua and obviously their english level is not right enough and that's why they either have two options one to improve their speaking skills and two to look for another opportunity at a call center or three improve their speaking skill have opportunities in call center and then apply for those call centers where you would like to apply it alrighty so just just for the records uh what 16 years yeah 16 years somebody was with 16 years 16 years old i think it was yeah lachino latino 96 he was about to start nesting so i went just wondering where is it from because or where she from because um normally at least low according to law you need or you must be at least 18 years old and start working right so what's going on up there alrighty guys guys guys guys guys guys guys so mario mario let me try mario were you the guy no i don't know about coffees felicitas happy i'm happy for you as well i'm sorry to hear what was occurred uh i too would be upset however here to do everything yeah mario that's the type of sentences that we need right my power to improve the situation you're calling about yep yep yep i'm from nicaragua robe 1981 very good okay guys yeah probably as a part-time maybe right maybe i'm not quite sure uh the the truth to be told is that in order for you to um work in a call center if i'm mistaken at least i mean i mean i'm talking about nicaragua right i'm talking about maybe in in salvador guatemala uh panama it could be different maybe right maybe i don't know guys it has been such a pleasure right it has been such an honor we go with lydia catalina where do you suggest i can apply with b1 level of english lydia jump in let's talk about it come on let me give you the link because you know that's uh that's a general question lydia but let me ask you let me ask you a couple of questions so i can give you my best my best attempt not my best advice my best attempt on um how can i help you on picking the right answer right on that one tap and talk about it we still have three more minutes okay because no no we we still have seven more minutes seven more minutes because we're i've been here for two hours already guys we have some people who have participate some people who have participated already which is awesome which is great but you know every good thing every good thing in life also must end right guys remember too [Music] by the way this is my bell this is not youtube bell but i need you to subscribe okay beautiful beautiful beautiful so come on come on come on seven more minutes guys seven more minutes and counting 30 minutes ago gelson martinez subscribed thank you gelson high five and fist bump to you uh-oh my body is about to die that's happened 30 minutes ago so in the meantime let me go ahead and verify something very quickly over here assad [Music] if you hello [Music] [Music] roberto reyes thank you man thank you thank you thank you thank you robert thank you thank you thank you appreciate it high five i appreciate it high five and fist bump to you man come on guys four more minutes who wants to jump in who wants to jump in guys i i have the the spin of wheels right here let me share the spin hold up but this is gonna be pretty easy because i know what's going on right here so roberto reyes from nicaragua hey what's up man how's it going welcome welcome welcome thank you very much for subscribing thank you thank you a lot man high five and fist bump are you gonna party are you going to participate are you going to participate right to the next event yes or yes that's the link that's the link just right there [Laughter] so this is going to be pretty easy guys alrighty so let me show you okay so we already have some people we have josef from guatemala we have benji bench from nicaragua and we have a stephen buyer from colombia pretty much jose from guatemala he's working on call center already i know how can help him benji is working at call center already i don't know how i can help him and steve i know how i can help him as well alrighty so one more one more and let's see let's heal the t let's try let's try let's try it let's try i wanted to play in spain aha you won't know who is the winner you one now was the winner whoo game was on lunch yes yes yes yes yes which is true alrighty so uh let me see let me see jose from guatemala benji bench from nicaragua stephen barra from colombia remember to send me an email hey i am jose hey i'm beijing i'm stephen so we can meet up and then i we can go ahead and and and and run the classes okay when will be the best time for you when when will be the best date for you all right as simple as that keep that in mind guys it was my pleasure having you all today thank you so much for tuning in thank you very much for subscribing remember and thank you very much for every single of you the one who participated in today's event take it easy guys peace and love see you soon bye bye everybody take a care bye bye tick tock bye bye youtube thank you bye-bye facebook take it easy guys can you hear hello hello can you hear me hear me yeah yeah yeah i hear a lot of clean what about you can you hear me what's up i'm doing pretty good thank you beautiful beautiful uh jonathan where are you calling us from sorry just give me one sec because hello yeah yeah can you hear me yes i can hear you but it's like i i hear you double my my voice and your your boys okay hold on what about now can you hear me now hello hello one two three can you hear me yes i can hear you [Music] so how's it going man welcome welcome i'm from panama oh you're we're the guy from panama alrighty so let me see what was your name again latino no latinos no no it wasn't you right you are the trump market hack right oh no no who are what's your name man and my name is jonathan okay okay so tell me jonathan are you working already in a call center or are you about to um i am i am about to and looking for an opportunity right now but sorry i am having some troubles hearing you and speaking sorry one two three testing can you hear me but is this is it normal to hear like double like your voice first no it shouldn't be you're having you're having pretty much feedback that's what what that's pretty much what's happening but try try to grow your um settings and in your settings you will see the type of microphone that you are connected to and try to use the one through your headset or your earphones since this game okay let's see okay i think it's better now one two three can hear me yes i can hear you perfect all right much better now so so you were saying you were saying that you're about to apply it to a call center right yes i'm thinking about it i'm thinking i'm thinking about it all right which is great man jonathan great welcome welcome welcome man so one time are you ready for the role play yes i'm here for the rough way all right let's do it then hello thank you for calling um national bank customer service my name is jonathan may i please have your name uh surenet jonathan my name is nestor and i want to activate my credit card sorry my name is chester and i want to activate my credit card sorry i i i am having some problems still with my earphones hello mrs mr nestor good morning so okay you want to activate your credit card yeah no well first i can't see you i i can't activate my credit card that's the reason why i'm calling you oh i'm sorry for the for that inconvenience you're having of course i answered you with this and let me go ahead and activate this and help you with this okay how long do you think it's gonna take oh just a couple of minutes not so much okay because i've been waiting on um you know i've been waiting for you pretty much to pick up the phone and i've been waiting for five minutes already oh i do apologize for all this inconvenience you're having mr nester with or coming to your customer service and right now the the the the line is a e pc in this moment but we're doing our best to attend to to to provide the best customer service to everyone that calls you that carlos so um let me go ahead and help you with this okay and for security purposes first of all to start with i need like your full name and if you can repeat your your last name please you need my full name and you want me to repeat my last name is is that correct yes please that would be great so but that would be weird okay let's try it my name is uh sorry the thing is that i already know that you you are mr nester but i i am missing your your last name sorry okay so that would be artola then oh perfect thank you so much and now i need and can you provide me please with the last four digits on the credit card uh yes six five four one six four five four perfect thank you so much mr ernesto for that information let's see okay i am debating the the credit card right now and by the way how is your day going so far mr messer doing good thanks for asking perfect that's great news i am happy to to hear that mr nester i am finishing just this process here okay great i just finished all the processes and i got great news and the activation went through successfully successfully went through so you right now and you you can use your credit card however and it may take the like within two to four hours two to four hours you're going to be able to fully use your credit card okay and i already activated i'm sorry go ahead is it activated or i need to wait still with you here for two hours yes i already activated it went through successfully however and just to make sure that when you use it is it's not going to get rejected right and let's let's wait on you okay i need my car activated you said you're telling me that um my car has been activated but now you're telling me that my car might be rejected what are you talking about oh no no no no it's not it's not being rejected and i'm just saying what i mean is that okay in the moment that i just finished this is it was a minute item right and we need like a time frame for the bank for this bank for this company to process and finish everything right and to make sure that when you make your last your your net you're not going to have any problems right so just to make sure because i am care about you i care about that you're not going to you know you're not going to be in that position where you pass the the credit card and you're like yeah i just need to have this car activated so in the future when i go to a supermarket for example is this car is going to be activated or not can i use the money in it or not right now yeah of course you can use it you can purchase anything but however sorry and let's wait until two to four hours that's our time frame to make sure that everything's okay and i personally i'm going to follow up with this just to make sure that you're going to be able to use your your credit card right it's just a time frame that we have to it's the best option right to wait that a time frame to make sure your everything is okay and you can use your your credit card but yes and ask answering to your question obviously you can use your credit card um it's been activated okay yes let's wait that time frame okay okay as you said thank you oh you're more than welcome mr nesser at the bank thinking are you allowed to have dogs i'm sorry come again are you allowed to have dogs at the bank [Laughter] nah just kidding that was number one for me well very good i'm sorry i'm sorry for that um i am working from home i am not on the office you know this whole pandemic this whole common situation okay okay great great things you did on the call number one uh good expression uh let's go ahead and start with great expression uh another expression you you were engaged in the call and i mean in the um in the process of the roblox you were engaged you were also typing the keyboard and all those things that is really important that is key because you are acting as well with the with the operation manager and operation manager sees that he sees that okay this guy he has some ideas he has some knowledge that he must be you know get in contact with the customer at the same time using the computer which is great i like that part awesome on building rapport man how was your day today awesome awesome even though the customer didn't say that much but the first attempt it's what it counts beautiful in that um a couple of things couple of things on you know that you need to improve on number one it's not mr nester right nestor or mr artola the line is busy the line is busy uh use okay this is context all right when you're calling and you hear that beep beep beep and nobody picks pick up the phone you say to another person oh you know what the line is busy or maybe nobody wants to answer right but when you are in the call center you don't say we are experiencing we are experiencing high volume of coal hybrid high volume high volume of coals alrighty so let me just write it down hi right off calls high volume of course friday um now all the processes all the processes it's only one process so i went through the process steps that's the steps all the steps all righty and the activation of your of your car alrighty so let's wait for two hours be careful with your words be careful with your words okay so there is another better expression for that one let's wait for two hours um uh so and mr customer you may start using your credit card within two hours time frame that will be much better sentence okay it's a customer you'll be or you are go or you you can you know you may start using your credit card within two hours time frame that much better than you know what let's wait for two hours okay so yeah it sounds like i'll be right back very like uh what are you talking about being here for five minutes and now i need to wait for five for two more hours for me to use my money are you are you out of your mind or what so then you might have a kind of situation over there with the customer uh and uh you know this this this type of sentence or this type of phrase like uh yeah this is the best option that i have for you it seems like a sales person right it's a sales person and um vocabulary so this is the best person for this is the best option for you uh and if it's customer service if you are selling something or you're giving information you can use it but in this case you shouldn't have used it because we're talking about activating your credit card and i said it because um obviously we we know right that that that is the best option is to wait that time frame because base base in my training is that is the time frame and if the person weighed less than that it may get rejected so yes but that's another thing you went too long in explaining that situation to the customer mr customer the car has been activated but you can start using it after two hours that's it the customer doesn't need to know okay what happened if i use it right now so then you say uh okay it will be rejected but why so you're gonna have a really difficult situation over there i'm calling you you're telling me that has been activated how come and then you need to explain the process and you don't need to and then your aht ups right goes really really high and then you have problem with your coach or with uh you know supervisor hey hurry up it's it's one minute call you have 10 minutes on the and call 10 minutes no i mean i'm just i'm just uh making that out you know that the call the time frame it's for this type of activation thing it's maybe two two minutes three minutes and then your coach comes to you and says to you hey you know what you have 15 minutes in that call what what's going on with you right just activated that the goddamn car that that's the only thing now uh and just for the records um there is a policy and call sentence that you can't say where you're working from i'm working from home even though you might work from home call centers uh they will tell you no not to say that thing so and um even though if if they ask you where are your base located you can say i'm i'm based located in panama there are other call centers that can tell you uh you know what you you tell them that you are based located in united states even though you are not in the united states right well i said it just because you you mentioned the dogs and i was like busted but i got you but let me tell you i'm telling you this because if uh if the operation manager asks you right hey uh jonathan can you work from home you need to make sure that you will have a quiet room where you you won't have any kind of noise apart from the ones that you're going to be making from your computer all right that's the only thing but that's going to be dependent as well from the call center because if the customer if the uh om asks you hey can you work from home and i don't mind if you have dogs and all those things because we don't care that's okay as well alrighty so just for the records i'm telling you this because you need to think about that if you're working from home you need to have a space a room a quiet place just um you know uh focus on the type of work you're gonna be doing and since we're talking about credit cards it's a very you know sensitive information the ones they are releasing and that's why you need to avoid those type of noisy things or distractions you know as a general account but apart from that jonathan good job man and fist bump man it's bound to you thank you so much thank you for watching i just yeah go ahead thank you thank you i just wanted to let you know that um you're doing a great job thank you so much because there are so many people that need this and you're doing it for free so thank you so much is is a good practice thank you thank you man thank you that encouraged me up a lot man from panama alrighty jonathan thank you so much man take care and i hope to see you soon remember send me an email send me an email nesting acc gmail.com so we can have uh you know a private meeting all righty personal in order for you to get ready um can you write it down can you write it down here in the comments sure sure sure thank you sir that's gonna be perfect so well it's been a pleasure and just take care okay right maybe bye bye man take care right so gmail.com so that was our friend from panama so we have people from guatemala nicaragua colombia and panama wow nesting is in the whole central america huh alrighty guys so one more time thank you so much for tuning in please subscribe and guys i see you next time bye-bye guys take care this remember to subscribe okay take care you