Rude Awakening

So you think call center work is easy?

To work in a call center, you are expected to be on your seat and working 99% of your shift. Meaning, the only time you are allowed to be away from your seat is during your lunch breaks and 15 minute breaks.

How about going to the comfort room?

Yes, you may. But doing it so often, that’s already avoiding calls. In our previous company, you are only allowed one time during the day to go to the comfort room. And that should only be within 6 minutes. Meaning, when the clock strikes on your 6th minute, you should already be in your seat and about to click that ready button to answer calls.

If not?

There was one incident wherein the supervisor is already observing an agent. The agent is just a newbie. This newbie thought at first that call center is just all about answering calls, talking the American language and yada-yada. When he got the rude awakening that its not all about that — actually call center is all about irate and rude customers — he usually goes to the comfort room every after call.

The supervisor, one time, followed him to the rest room and waited ’til he got out. And when he did ..

“That was your sixth time to go to the comfort room! This company is a call center company and not a comfort room!”

Well, the only salvation you’ll have, really, is the comfort room. But, if that is still being restricted — then think hard. That’s how we are in call center. It’s not your regular day job that when you are done with your paper workds, you can just leave your seat and do your things.

If you don’t know this, you must be really new at call center.

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To get a dose of these call center comics, go to:

http://callcentercomics.com/

Salary Talk

In connection with the salary survey, when I started out as a call center agent sometime in 2001, the ideal salary then was 12,000php. That time, when you’re earning like that and other call center agents from another company who are being paid less wants to transfer to your company already.

But in 2001, call centers are few and only few employees are just really experienced on what they are doing. That is why, on those years, no demands for a higher salary yet.

Few years after that, many agents will say, I’ve been in the industry for quite sometime and I already knew the ups and downs of it. And ohhh — you’re highly qualified so that means higher salary for you.

Why not? That’s the real value of an employee. Being experienced in all means higher value for the company and higher value. You’re no longer a newbie so you have the right to demand.

So now, you as a simple newbie call center agent should start at 13k to 15k. Being offered for only 12k — look around! There are others who offers more. Happy searching!

Salary Survey

I have been working in our company now for four years and every year, they are conducting the salary survey. What’s so surprising is there was never really a change in our salary. In fact, it got worse. They get rid of the promotion salary and even the yearly increase from employees who are not part of the operations.

And I thought, our company is just the only one doing this. Even my friends from the other companies are having this yearly survey. But the big difference is, their company is making changes compared to us.

According to a recent survey, the desired starting now for a call center agent should be ranging from 15,000php to 18,000. Unfortunately, we are stuck somewhere in between these numbers – go figure it out!

Hmmm ….

WorkForce Management Peeps Talk 1

Rather Than Being a Phone Rep

Hmmmm … this sounds familiar

A Robotic Call Center Agent over a Human

Wonder what it would be like if your call center agent is really a robot and not a human being. Well, I just wished that if that day happens, I hope human beings has find another lucrative job than being a call center agent.  Otherwise, it would be a screaming “unemployment” thingy again.

Customer: Your company is just full of crap!!! B***sh*t

Human: That’s the last thing we want you to feel, ma’am. [ Poker faced and poker feeling (?)]

Customer: I know you would say because that’s just what all of you are saying. You understand me? No you don’t.

Human: We really do understand, ma’am. [Still poker faced with poker emotions]

Customer: You’re really full of sh*t. You and your company.

Robot CCA: Let’s just focus on your issue, ma’am. [Poker faced seeing no signs of stress sill]

Customer: I need your supervisor …

Imagine having this conversation with a human being:

Customer: Your company is just full of crap!!! B***sh*t

Human: Imitating the customer with no voice and then speaks .. “That’s the last thing we want you to feel, ma’am. [Meaning -- when will this call be over?!?! Jeez!!!]

Customer: I know you would say because that’s just what all of you are saying. You understand me? No you don’t.

Robot CCA: We really do understand, ma’am. [No choice because this is a script that was told by our QA to tell you otherwise we will fail]

Customer: You’re really full of sh*t. You and your company.

Human: Let’s just focus on your issue, ma’am. [Stop swearing because I'm already fed up with you swearing at me. I need a good customer after this call please?!?!?! -- looking very angry now]

Customer: I need your supervisor …

Human: [At last!!!] Kindly hold on the line, ma’am [Where's my saviour?] Tl?”

Ramping Up?!?

Nah … I’d say making up for the loss.

There has been a lot of employees that has been forced to resign due to non-performance. In our department, this is a common knowledge since we are the one working with Human Resources whenever there is a termed agent / employee in the company.

And because of this, the number of agents in our account decreased and the client thought of hiring new agents to fill up those positions that has been vacant.

My friend, who is already a senior agent in our company, asked me if we are ramping up. He noticed this because there’s another promo for refer-a-friend-win-a-prize in our company as well as the ongoing hiring / training of new employees.

And I said ~ We’re not ramping up. We’re just making up for the loss of many agents / employees we retrenched. 

You Are Not Alone on Your Call

One Sunday evening, while I was busy doing the timely reports thatwe are sending out to the clients, our “special phone” rang and I immediately answer it. Special because only clients can call that phone and you know that when it is ringing, there is a client on the other side.

It was from one of our client barging in on one of our agent’s call. Our client stated to us of what happened during the call and how unhelpful and rude the agent was to the customer.

For you who are already working in a call center, this is not new anymore. But for others who are just starting, call monitoring does not starts and ends with your QA Anayst / Specialists. Clients will also do a surprise “barge in” and God help you if you’re doing something out of the ordinary that time.

I remember years ago that the client visited our site. It’s a common thing that they visit the site but little did we know that their main goal in going to the office is to listen randomly to some of the calls. Unfortunately, there were a lot of agents who got caught mistreating the customer, releasing the call, belittling the customer’s knowledge on the subject and so many other things.

The main key here is being properly informed on the account that you are working at. Be always on the lookout on the updates for your product [what you have been doing yesterday to troubleshoot an issue might not be the same procedure today], always be nice to your customer [easy to say but hey, you've got to do your part of the job since you chose to stick with it --- hahaha], always remind yourself that there’s nothing personal — one hidden job description as a call center agent is for you to be every customer’s shock absorber . I have accepted this sad fact for a long time already mind you.

And of course, always show a positive attitude, not just to your work, but to all of your colleagues and bosses. They are the one who can help you the most during your most critical “crisis”

Give Me a Break !!!

Give Me a Break

After having irate customers since you started your shift, don’t you wish you’re just the automated IVR stating this one? Hahahahaha

Reliability Counts

Our company acquired a new account — of course another technical support stuff. And since there has been a lot of resignations and recession in our department, we are already short of staff for them to put some of us in the new account while still waiting for some people who will fill in the post of WMS.

Our boss will also be transferred in that new account — we will miss her!!! Since there is only little time left to recruit people, our former boss thought of something great — if we have friends that we know will qualify for the position, we’ll just need to give the resume to our boss and he will do the interview right after!

Unfortunately, all the ones I know already resigned and went to work for a different company. The ones that are left, they said that WMS is not their cup of tea. So be it!

One time, our boss is holding a resume and he got to ask one of our colleague if she knew the applicant. Well, she knows the applicant but not that much. Our boss said he might consider it if she will be getting a good feedback. But none of us knew the applicant, just got referred from the other department.

Our boss looked at the reliability of the agent Meaning, if she is always at work and minimal absents. Coz that’s the only thing that he will have to consider before he will interview. But upon seeing the attendance of the agent, he folded the paper into three and said … “this is hopeless.”

Reliability or having a good attendance is one of the most important asset you will have when you want to level up on your current post. Build that credibility and know the right people and the right place at the right time and you’ll get what you want