The Book Every Call Center Must Have

In his book, Mastering the Irate Caller, Joshua Martin presents a proven formula for how to turn the angriest customer around, and most importantly, how to stay sane on the job.

After unexpectedly landing a job at a call center, he quickly discovered that all of the angry insults that customers berated him with started to impact his mental health. First, he would replay difficult conversations in his head, long after he had clocked out of work. Then, he became so emotionally exhausted that he began having meltdowns in his car. His colleagues were no different. He saw coworkers having anxiety attacks, quitting on the spot after a call went bad, and even drinking on the job.

Joshua knew he would either need a new career or a new perspective. After months of research, he developed a formula to calm down the angriest caller while staying calm and centered. At first, he applied his formula to his own calls only. As he moved into management positions, he began training his staff to de-escalate conflict using the same tools. The results were transformative.

This book is the product of his research - a culmination of tips, strategies, and almost two decades of experience in the call center field. It requires a paradigm shift - from being the victim of angry, threatening callers, to gaining the necessary tools and insights to stay calm and centered amidst chaos without taking others’ actions personally.

Mastering the Irate Caller is a treasure chest of strategies that will help improve employee morale, customer retention, and mental health in the call center field. It is a must-listen for agents and leaders alike. Instead of bringing the stress of work home to their families, his listeners just might bring home some of his tools instead.