I truly believe that there should be a basic competency test before customer should be able to get advance services that involve additional equipment. If the customer can not identify the equipment, or has to be step by step walked through the fact that it needs to be plugged into the power outlet the should NOT have been given that equipment. I love elderly people but they especially should be given extra time during the installation to be instructed on the equipment… because they inevitably call 20 minutes after the installer has left and have pushed the wrong button.
Sometimes being in a small call center is a blessing in that you all know each other… on the other end of the spectrum though…you all know each other. Some companies promote a family/team environment amongst their employees, which gives everyone motivation to do well for each other and themselves and for a company that cares. Other companies, small or large, couldn’t pay less attention to whether their employees get along as long as it stays short of major disruptions.
When someone in an office as small as ours has a personal tragedy you would think that the “family owned” company that we slave for would encourage us to come together and support each other. Instead it feels more like we are being encouraged to ignore the situation all together.
Good thing there are some people that care enough not to listen.
If this week doesn’t end soon the will have to commit everyone in my office to the 3rd floor. Monday was a catastrophe, the calls were through the roof and our abandoned rate was abominable. Tuesday – not alot better and today the 1st TWO calls I receive are from the same guy swearing at me and going INSANE when come to find out it was his wife that rescheduled, not us.
Thank goodness I had yesterday off because between my customers and my crazy coworkers I was ready to explode.
I don’t understand why we make it more difficult on each other… there are only 33 of us in here so you would think that would make us a tight team, but it’s more like a round of Free-for-all on COD MW2 (gamers will know what I mean).
I will say that if I get another call blind dropped on me about something that ANYONE in here should be able to handle I will throw things!
Anyone who works in customer service knows that there are very few holidays that actually breech busy. Christmas and Thanksgiving being the main two becuase of new equipment and football respectively. Memorial day…not one of those…not even close. Saturday wasn’t too bad and given that there were some storms the night before it was active enough to keep us awake. Sunday however…. we were open 14 hours, there were a total of 8 people scheduled throughout that day and we had a total of 126 calls…ALL DAY. That averages out to 9 calls per hour (1 and 1/8 of a call per person) for those of you who don’t want to do the math in their heads. It was beyond excruciating and people were fighting hard to simply stay awake. Monday was slightly better but the people that did call didn’t seem to understand that it was in fact a holiday and we couldn’t fix everything but simply willing it to happen. Ah well such is life.
So the company that I work for has finally gained some level of intelligence albeit a low one… the “blocked” Facebook, but they are doing it on an honor system… in other words “Please do not use this or we will write you up.” REALLY?!?! This job falls firmly under the category of “Be Careful What You Wish For”
So we survived Sunday night. The event went off without any major issues, which is a large improvement from how things used to be. So now to talk about people…
The people that I now work with are different, yet the same, as any other call center I worked in.
You have your habitual whiners, “why does she set there?” “Why can’t I have weekends off?” blah blah blah
You have your drama queens, these are to be avoided at all cost if you don’t want to be labeled as one of them, or if you don’t want to feel like your life is a damn soap opera.
The know-it-alls who answer every question whether it was directed at them or not, and truly believe that they are the authority on every possible issue that could arise. Usually they are to be ignored if you want to keep your job for any length of time because they don’t know their ass from their elbow (unless they are me, and I know everything (; )
The people who are seriously just trying to do their jobs and go home to their families.
The really sweet ones, and they are perhaps the most deadly…they are sugar and hugs until they can get close enough to firmly wedge the knife in your back.
The old timers who by sheer force of experience if nothing else are regarded as the authority and the true source of knowledge in the office.
…….. This I think covers your basic customer service… technical support are a completely different story….
So I had my first day on my own on the phones and then I had two days off. And now… on a Saturday I am dragging my rear back in here and trying not to openly protest the lagging call volume that fails to support the need of 15 people in here. I say that now but by this evening I will probably be hiding under my desk saying “can’t go to sleep, clowns will eat me.” There is a particular breed of customer that will be calling tonight to see what time something is happening, why it’s not working, etc. More than likely they can’t do it because they are past due, don’t have the correct equipment, or are just plain doing it wrong. But hopefully it’s not because our servers went down or I’m not leaving the building without a police escort
So after 4 hours of staring at a login screen they final got my Windows login…right as I was going to lunch. Well at least it’s working now. They’ve only known I was starting for like a month, not to mention I spent a whole week in training. But at least I’m now semi-working. Unfortunately I found out that we are not going to get commisions until we are out of our probationary period, a fact that believe me I would have thought twice about had I been told at any point during the interview/orientation process. But it is, for the most part quiet and I’ve only had one person want everything for free so it’s a good day.
Some people would think, “Oh, CSR, cake job,” I am here to tell you that this world is not for the faint of heart. This is the gritty underbelly of the “shiny happy people” vibe society tries to give off. Here is where people will call and cuss you for no better reason than they haven’t paid their bills, where people show their true colors. This is the life of a CSR and the continuing journey to provide exceptional customer service.