5 Tips for Introverted Customer Service Agents

It has struck many people who know me well as wholly ironic that my chosen profession is 100% focused on all things telephone related. You see, I am a full-fledged introvert with a lifelong, overwhelming fear of talking on the phone.

Big, bad, scary phone!

From the time I was a teen, I would freeze up, unable to utter something as simple as “I’d like a large pepperoni pizza for delivery, please,” as if the person on the other end of the line was going to declare my request absurd and deny me on the basis of being too rude or too something.  As much as I tried, all that would escape my lips was the teeniest squeak and I’d just give up and hand the phone off to one of my amazingly talented, telephone fluent friends.

So how do I do it now? How does an introvert like me handle talking on the telephone for a living? Here are some things that have helped me if not conquer, at least face my fear:

  1. Practice Makes Perfect: as the saying goes, the more you practice something, the better at it you get. As time has gone by, I’ve definitely become more comfortable talking to people on the phone. At first I stumbled on my words, didn’t speak loud enough and scrambled for the right answers to callers’ questions. I’m sure, at first, I was not as clear or articulate as I could have been. It’s impossible to know because I was so flustered for the first couple of months working as a customer service agent I blocked it all out. But sure enough, practicing has made perfect. Okay, not perfect, but perfectly okay.
  2. Perfectly Okay is Perfect Enough: Realizing I’m not expected to be perfect has helped immeasurably. Quite possibly the best advice I picked up along the way in my professional life, maybe in all areas of my life, has been that it’s okay to say: “I’m not sure, let me look into that for you.”  Seriously, nobody knows everything and it’s perfectly okay to let somebody know that you don’t have the answer.
  3. Speak Up, Slow Down: Being nervous does all kinds of things to the way you present yourself versus the way you perceive yourself. It’s especially bad on the telephone when you are trying to help somebody and they ask you to repeat what you just mustered all of your courage to say because they couldn’t hear you or you hurried to spit out the words so fast it came out like a lightening fast whisper. In my mind, I am a naturally loud and articulate speaker, but the reality of it is that I’m not nearly as naturally loud or articulate as I think I am. To combat the need to repeat myself, I try to speak louder and slower than I think is necessary; I strive for conscious projection and enunciation.
  4. People are People: Realize that the person on the other end of the telephone line is just a person, too. As soon as I stop and think about the person I’m talking to as just another flawed human being, they become a lot less scary. They may even be as nervous to have this conversation as I am!
  5. Smile: As in most unpleasant or scary situations in my life, I’ve found that putting a smile on my face instantly makes everything a whole lot more enjoyable. Whenever I’m feeling scared or upset, I purposefully smile and my brain responds. The old adage “mind over matter” really rings true for me when it comes to working on the telephone.

So there you have it, my keys to facing a life on the telephone as an introvert. Hopefully keeping these tips in mind will help you tackle your fear of working on the phone. Perhaps you’ll even grow to enjoy it like I have.

Now if I could just figure out how to overcome my fear of public speaking!

 

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Compare our Home Agent Headsets

Today I finished a project I’ve been putting together for some time. Phew, that feels good!

Headset Comparison Chart
Compare our Home Agent Headsets

 

I’m often asked what the difference is between the headsets I offer. They may all look similar, but they each have their own unique “something” that sets them apart.

Today I put the finishing touches on a pretty comprehensive headset comparison chart that breaks down the similarities and differences of each headset series.

If you are wondering what makes the Eco unique, or the Pro, Air or Flex the right choice for you, check out my new, handy-dandy headset comparison chart here: Headset Comparison Chart

 

Up Next: I’ll break down the difference between our two telephone dial pads. Stay tuned….

Product Spotlight: Pro Series Headset Telephones

pro-2001-3004
Pro Single Ear with DA207(3004) Telephone Keypad

Meet the Pro Series Headset Telephone, our most popular system. And for good reason.

 

Our Pro Series headsets are used in call centers around the globe. Praised for their long lasting durability, comfortable design and clear sound, all at an affordable price, you can see why the Pro Series is such a popular choice.
Pro2002
Available in single ear or dual ear styles.

 

Featuring a 20° rotating ratchet metal flex microphone boom for optimal voice output, the noise-cancelling microphone enhances speech accuracy while eliminating almost all background noise. The adjustable headband is ultra-comfortable because of it’s “Sure-fit” design.

 

These telephones feature either our 3003(DA-202) keypad dialer or our 3004 (DA207) computer style keypad dialer. With all of the features required for work at home agents including mute and volume control, the Pro Series Headset Telephone may be just the workhorse for you as a professional work at home agent.
Add a USB cord to plug the Pro into your computer.

Pro Headset USB

 

Add the dial pad of your choice: Both the DA202(3003) and the DA207(3004) Telephone Keypads are compatible.

 

DA207 TELEPHONE DIAL PAD
DA202 Dial Pad Features:

  • Receiving volume control
  • Transmission volume control
  • Tone controller to adjust low and high sound
  • Mute switch for temporary call suspension
  • Last number redial
  • Flash
  • Repeat dial
  • Simultaneous call selection
  • Extension jack to the other desk phone and modem
  • Recording jack for external recorder
  • LED light in use
  • Mute switch (w/LED light)
DA207 Dial Pad Features:

  • Receiving volume control
  • Transmission volume control
  • Tone controller to adjust low and high sound
  • Mute switch for temporary call suspension
  • Last number redial
  • Flash
  • Repeat dial
  • Simultaneous call selection
  • Extension jack to the other phone and modem
  • Recording jack for external recorder
  • LED light in use
  • Mute switch (LED light) for agent or supervisor
  • Two headset jacks for agent and supervisor
  • Computer keyboard style buttons

 

 

Shop Now for the:  PRO SERIES HEADSET TELEPHONES

Product Spotlight: Flex Series Headset Telephones

FLEX SERIES DUAL EAR HEADSET
FLEX SERIES DUAL EAR HEADSET

Are you looking for a top of the line, sleek and professional headset? One of our FLEX SERIES HEADSETS would be your best choice!

Good looking and great sounding, the Flex Series is the rock star of headset telephones!

Available in single ear or dual ear wearing styles, the Flex Series headsets are designed for years and years of heavy use, comfortable wearing and superior noise canceling. They feature a quick disconnect cord allowing you to easily unplug the headset from the dial pad or to add the optional USB cord if you need to plug into your computer.

The Flex Series is our only line of headsets that offers wide band technology enabling crystal clear communications for telephone calls via VoIP.

Additionally, the Flex Series is our only line of headsets that allows the use of our oversized ear cushions (optional) – 3.75″ x 3″ leatherette extra large ear cushions (sold as a pair) and come with cotton covers too. Great for use in cold areas!

The microphone boom adjusts 270°, allowing total flexibility and comfort as well as superior communications. Choose the Flex Series Headsets if you want Exceptional Sound and Style!

Flex Series Extra Large Ear Cushions
Extra Large Ear Cushions
Flex Series Noise Canceling Headset Features:

    • NOISE CANCELING: Yes 95%
    • MIC POSITION: Left or Right
    • QUICK DISCONNECT: Yes
    • ADD USB CORD: Optional
    • EARPIECE: Foam
    • WARRANTY: 2 Year
    • WEIGHT: 2.7oz
    • WIDE BAND TECHNOLOGY
    • EXTRA LARGE EAR CUSHIONS (Optional)

 

Coupled up with the DA207 Computer Style Dial Pad, the Flex Series headset makes a top of the line home agent approved headset telephone.

 

DA207 TELEPHONE DIAL PAD
DA207 COMPUTER STYLE DIAL PAD TELEPHONE
DA207 Dial Pad Features:

  • Receiving volume control
  • Transmission volume control
  • Tone controller to adjust low and high sound
  • Mute switch for temporary call suspension
  • Last number redial
  • Flash
  • Repeat dial
  • Simultaneous call selection
  • Extension jack to the other phone and modem
  • Recording jack for external recorder
  • LED light in use
  • Mute switch (LED light) for agent or supervisor
  • Two headset jacks for agent and supervisor
  • Computer keyboard style buttons

 

Shop Now for the:  FLEX SERIES HEADSET TELEPHONES

Flex Series Headset Telephone
FLEX SERIES HEADSET TELEPHONE SYSTEM

 

Product Spotlight: Eco Series Headset Telephones

ENTRY LEVEL, BUDGET FRIENDLY

Eco Series Headset Telephone
ECO SERIES HEADSET TELEPHONE

 

If you are looking for a budget friendly, entry level headset telephone system look no further than the Eco Series system! The Eco Series headsets are perfect if you need a basic home office headset telephone system, plan on medium/light call volume use or are just testing the waters as a work at home customer service agent.

The Eco Series headsets are available in either single ear (monaural) or dual ear (binaural) designs. They are lightweight with adjustable headbands. They are noise canceling headsets and come with comfortable leatherette ear pads.

These headsets differ from our other headsets in that they do not have the quick disconnect feature. Instead, the headset cord ends in the standard rj/modular plug that connects directly into the telephone dial pad. This is important because our other headset series with the quick disconnect feature allow you to switch out the cord to a USB connection for training purposes. If you don’t need the USB connection, you can save some $$ and go with this ECO Series System.


Eco Series Noise Canceling Headset Features:

  • WEARING STYLE: Single Ear or Dual Ear
  • NOISE CANCELING: Yes 75%
  • MIC POSITION: Left or Right
  • QUICK DISCONNECT: No
  • EARPIECE: Leatherette
  • WARRANTY: 1 Year
  • WEIGHT: 2.3oz

 

ECO SERIES SINGLE EAR HEADSET
ECO SERIES SINGLE EAR HEADSET

ECO SERIES DUAL EAR HEADSET
ECO SERIES DUAL EAR HEADSET

Coupled up with the DA202 Dial Pad, the Eco Series headset makes a budget friendly home agent approved headset telephone.

 

DA202 Dial Pad Features:

  • Receiving volume control
  • Transmission volume control
  • Tone controller to adjust low and high sound
  • Mute switch for temporary call suspension
  • Last number redial
  • Flash
  • Repeat dial
  • Simultaneous call selection
  • Extension jack to the other desk phone and modem
  • Recording jack for external recorder
  • LED light in use
  • Mute switch (w/LED light)
  • Warranty: 3 Year

DA202 TELEPHONE DIAL PAD
DA202 TELEPHONE DIAL PAD

 

Shop Now for the:  ECO SERIES HEADSET TELEPHONE

 

Product Spotlight: Air Series Headset Telephones

Air Series Headset

Oh how I LOVE the Air Series headsets! Here’s why:  I have a surprisingly large head 🙂  Seriously, I find hats uncomfortable, can’t tolerate headbands… So wearing a headset all day has been a challenge for me. That was until I tried the super lightweight Air Series!  It is, hands down, the most comfortable telephone headset I have ever tried on. At least for my sensitive head, I find it to be a perfect fit.  It weighs just 2.3oz and the headband itself expands a little bit more compared to most other headsets.  It comes with both foam and leatherette ear cushions so you can decide what’s most comfortable for you. The foam ear cushions rest comfortably on my ears and I find I don’t get a headache even if I wear the headset throughout the day.

I personally prefer the single ear model, but I don’t work in a very noisy environment so outside distractions are not an issue for me. It’s also available in a binaural design (covering both ears) if outside noise and distractions are present in your working environment.

The Air Series is one of our call center grade headsets designed to withstand heavy call volume and lots of use. It features the quick disconnect cord allowing you to easily unplug the headset from the dial pad or to add the optional USB cord if you need to plug into your computer. It has a matte black rubberized finish and, like I said, is incredibly lightweight and comfortable. Can you tell it’s my favorite?


Air Series Noise Canceling Headset Features:

  • WEARING STYLE: Single Or Dual Ear
  • NOISE CANCELING: Yes 95%
  • MIC POSITION: Left or Right
  • QUICK DISCONNECT: Yes
  • EARPIECE: Leatherette & Foam
  • WARRANTY: 2 Year
  • WEIGHT: 2.3oz

 

Coupled up with the DA202 Dial Pad, the Air Series headset makes a perfect home agent approved headset telephone.

 

DA202 Dial Pad Features:

  • Receiving volume control
  • Transmission volume control
  • Tone controller to adjust low and high sound
  • Mute switch for temporary call suspension
  • Last number redial
  • Flash
  • Repeat dial
  • Simultaneous call selection
  • Extension jack to the other desk phone and modem
  • Recording jack for external recorder
  • LED light in use
  • Mute switch (w/LED light)
  • Warranty: 3 Year

 

Shop Now for the:  AIR SERIES HEADSET TELEPHONES

Air Series Home Agent Headset Telephone
Visit our store to shop for the Air Series Headset Telephones