I've decided I would really hate to be a customer of the company I work for or at least certain customers. It seems that the standards are set in such a way in the call center that some customers will get stuck in an infernal loop of transfers that a resolution to their problem is impossible. Most of this is due to the fact that we as agents can only be on the phone for so long, and to keep call times down people get transfered. I'm new enough that my call length by far exceeds what is expected of agents on the floor. It seems that if we weren't trying to keep our times down so much we may be able to take care of many issues without transferring people.
Although after being on the side of the phone I am now, I can see why at times it's taken several calls to some companies to get a resolution. It completely depends on which agent you get calling a given call center. There is a lot for agents to know and not all of them even know the basics. It seems I have a fair handle on what I'm supposed to know and can come to a resolution for a customer much of the time. But I still get those questions that stump me. Most of the time it turns out to be Windows issue or something unrelated to my job. Like the fellow who wanted me to setup his printer over the phone.
The really funny thing about having this job is that I really hate answering the phone. Ask Phrank, she'd tell you. Or any of my past roommates that I've shared a phone with. I really can't answer why I took this job other than the benefits are good and I might pick some things up for the next step.
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