graveyard shift no more

i shut the door behind me and looked up. it's been a while since i felt like this. looking at the sky, i've learned to appreciate the warmth of the sun that penetrates my skin. it's really been a long time...i used to walk in the dark. i had to do it for so many months and for some, even years. now the sun is looking down at me, kissing my face and arms. it felt good. i feel right at home - sentiments ng isang call center agent na kaka-resign lang. (texted by jabi)

i almost felt that way... i almost say those words. i almost quit... resign... from the call center industry.

my field is known for shift work... designed to make use of the 24 hours of the clock, rather than a standard working day. shift work includes both long term night and morning shifts.

Generally, our "first shift" refers to the night shift (opener) 8pm5am, with "mid shift" running from 9pm-6am, 10pm-7am, and so on.., and "third shift" (closer) 6am-3pm.

i had a real bad time with GY shift. i hate it.. i will never get used to it.. when the opportunity came when we had to do shift bid... i grabbed it. shift bid happens quarterly. agents change sked every three months.. good thing only a few wants the third shift because they are more concerned on the night differential (more money is involved here).

after couple of months, the morning shift gained popularity.. more people realized there's no substitute for a normal life. sleeping at night..seeing the sun shines on you..doing extra curricular activities after office hours..health risks free!!

next shift bid came. this is a tough one because performance on the floor is the name of the game. stats involved. only those who did well on the floor can get their preferred sked..

for about 2 years.. i've been enjoying the morning shift..

and YES..i have a very normal life!

call center agent profile

Exceptionally Well Qualified - Made no major blunders yet

Quick thinker - Offers plausible excuses

Careful Thinker - Won't make a decision

Uses Logic on Difficult jobs - Gets someone else to do it

Expresses Themselves Well - Speaks English

Has Leadership Qualities - Has a loud voice

Exceptionally Good Judgment -Lucky

Keen Sense of Humour - Knows a lot of dirty jokes

Career Minded - Back Stabber

Relaxed Attitude - Sleeps at desk

Independent Worker - Nobody knows what he/she does

Loyal -Can't get a job anywhere else



- forwarded text message from a team mate

...thank you for calling

some guys have all the luck...but it doesn't happen all the time... if ever it does, savor the moment and just enjoy!

an ideal call is usually 3-4 minutes long.the shorter time you handle the call, the more calls you can take...the incentive our company gives is based on the number of calls received... imagine if you take more than a thousand call per month...it means big bucks! (note:passing score from QA is required)

it was one friday on the month of January '08 when i had a very lucky day. first 2 hours of shift...no irate callers. no complaints from customers.then i took a 15 min break..back on the floor.same kind of calls.smooth sailing.large volume of calls. still no sweat.problems easily resolved.complaints were handled with gusto. ..1 hour lunchbreak.action!...different calls this time... nonetheless, exciting calls..REASON: request to speak to a spanish speaking agent... request to be transferred to a chinese/mandarin speaking agent... misrouted calls...request to be transferred to other department... account status inquiry... i was having the time of my life!... just imagine...i had that kind of calls the whole shift..! ...that means i'm a very lucky duck!

i ended the shift with a big smile on my face.

when i used my closing spiel to all my callers that day.. i really meant it.. with all honesty and sincerity.. thank you for calling we apppreciate your call and your business...have a great day!

it never happened again since then..how i wish...how i pray...how i hope...to experience the same thing again...

call avoidance

once a CCA hits the floor..."readiness to take the call" should be the mood...no ifs...no buts...

there are mortal sins that CCA needs to avoid.
first: no sleeping during calls.. if caught , that would be automatic corrective action.
second: never put the caller on hold for long minutes. it's bad customer impact.
third: avoid more than 5 minutes idle time. it keeps away the callers..
and lastly: do not release a call..!

so sure i am that they are mortal sins for CCA's... and it's because....i had committed all items....guilty beyond reasonable doubt..it happened when i was so new on the industry and still unsure of the process...my TL had monitored some my calls which fell under the category of mortal sins.. it was a big deal...i was given a final written warning...leading to termination... the upper management had a meeting regarding my status.. i knew then that it will be the end of my call center career because i have committed a mortal sin..."RELEASING A CALL"... only one thing saved me... integrity.

when my TL asked me if i actually did it in purpose... i admitted the wrong action right away.. i said i deliberately released the call because i was so afraid i wasnt of help to the caller...

our company honors honesty... there were some agents who were caught guilty of the same thing but denied the actions... i was the only one who was brave enough to take the blame.... however apologetic and sincere... i was given another chance.. and the rest is history...

it pays to be like don quixote....."honesty is more effective than dishonest scheming"

... the escalated call

"i wanna talk to your supervisor...now!" it's a no-no for us. when we hear our customers request to speak to a supervisor...it means trouble... unsatisfied customers, bad service.

i had an experience with a man calling in requesting a force authorization.. the man.. a cardmember.. was unable to use the card at the gas station, reason for him to get irritated..he was actually travelling.. we always advise our cardmembers to call us everytime they travel.. we do have a fraud early warning system which prevents any unauthorized transactions to post in the account..with travel advisory from the CM, problems wont come into the scene..

when one is so upset... all words.. foul & censored come out from the mouth... good thing when i receievd the call, i just had my 15-minute cappuccino coffee break... ready for any kind of calls be it dark or bad. i took the call with much enthusiasm, with a very friendly tone, apologetic and sounded more than willing to help.. the customer listened to my explanations re declined reasons for transaction...

the call lasted for about 20 minutes which is so unacceptable..talk time should be 4 minutes or less to make it become an IDEAL call... the CM realized that we just wanted to make sure that the activity on the account is legit... as i was about to end the call.. he asked me to transfer the call to my supervisor.. i said it wont be necessary because i was already able to assist him and that he can further use his card anytime he wants.still he insisted to speak to my supervisor... my boss was still engaged in a call that time...i asked the CM if he's willing to wait... (i was hoping he would just give up) surprisingly, he stayed on the line.. the CM badly wants to talk to my supervisor... i advised him to call after 30 minutes... "NO" was the response i got.... he got my name & employee ID... i had no choice but transfer the call to my boss...

as per cm's request.. i transferred him.. here's what he said...."i just wanted to tell you how much your rep helped me out today. i couldnt figure out what to do, but he said..'i'll take care of everything'. i was pleased with his response and i could understand him. give that boy a raise! - M.Cadenhead

that's it!.. i cant believe it.. just when i thought i'm doomed... it turned out the other way around.. next thing i know.. my name flashes on the all 5 plasma screens scattered around the floor/work station..... " COMMENDATION CALL"

hope i can keep it coming..

who's on the line ..?

i am an inbound call center agent... i predominately handle calls initiated by the customers.. be it inquiries or complaints. our company deals with credit cards and i belong to fraud & security department. i am so used to irate callers. jumble the letters in each words..( FKCUUOY, SSOLHAE, BLLUTHIS) these are what i usually hear when taking calls. our customers get mad when they are having a hard time using their card. our utmost priority is to protect our customers' account. it's always better safe than sorry. there are so many cases in the US when a card gets lost, stolen, compromised. there are even counterfeit & take over issues. when these things happen... we deliberately place a block on the account and contact our cardmembers thru email, phone calls and alert letter. when cardmembers say the transaction is legit, we remove the block right away. .. as easy as that.... some americans thank us. HOWEVER, there are more who hate it. whenever they call, we tell them the reason for the decline...the best possible way we can.

PATIENCE plays a big role here. we are always encourage to provide good customer experience. hence, we always play it cool. one of the irate callers i cant forget was a filipina living in Alabama. i actually got excited when i received the call because i know she's a "kababayan".. her name is so "pinoy" and her accent is obviously so filipino... onset of call, she was already blowing her top. so shocked was i... never did i expect such attitude from a "kababayan". here's exactly what she told me ...." you americans are so mean. you dont know the embarassment i had when i was in line at the grocery store and learned i cant use my card when i always pay my bill.. i explained that since the transaction she did was out of her spending patttern.. she travelled out of her state and it triggered a red flag...all she needs is verify the activity and block will be removed real quick..card will be good to go.. she put me on hold and talked to her hubby.. i can hear her shouting on the phone.."hon, aba, ito'ng putang ina'ng amerikano na ito.. akala yata ay nanakaw ang credit card natin.. hindi naman.. " when she gets back, i asked her where she's from.. she said i dont have any idea where she came from..i said dare me. ..."BULACAN. do you know it?" i said .. yes. it's in the Philippines. . and then i admitted i am a filipino too. when she learned it.. the more "MURA" i got.. but this time around.. it's with "LAMBING" luko-luko ka.. akala ko amerikano ka.. napakawalanghiya mo.. naloko mo ako.. (she giggles).. she apologized. and asked about our weather. i felt the warmth on her voice. the longingness to talk to another Pinoy. she requested me to speak our native language, much as i wanted , i cant because i'll get fired if i speak "tagalog"... i just ended the call with my closing spiel ..... thank you for calling and using your credit card, we appreciate your call and your business.. "MABUHAY KA..!!

look who's talking...

american accent neutralization: the first thing an aspiring call center agent must acquire in order to get the job. it aint easy... i have been a CCA for more than 2 years now. everytime i take calls.. i make sure i use that "accent" otherwise, the american callers will complain. there was a time when i was caught off guard.. it was around 3am..my 74th caller for the nightshift, exhausted, stressed, burned out, so sleepy! in the middle of the call.. the caller shouted, complained, demanded to speak to an american agent or to my supervisor... RACIST! he didn't wanna talk to me. he didn't like my accent. just as i was about to transfer the call .. i thought of a very bright idea! i put him on hold.

i composed myself.. sipped my ever reliable coffee (cafe mocha) and after 3 minutes..went back to the caller and apologized for the long wait.. the caller was so glad i took the call.. matters resolved.. before the call ends.. the caller thanked me for taking the call.. and said... "only americans can understand one another". ... CLUELESS.. he didnt even know that only one person handled the call...and not to mention.. not an american.. but a true blooded filipino..WOooo...HOooo!!

Test Run

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