sorry about that

i received a call from a filipino living in Texas. a security block was was placed on his credit because of the recent activities made on it. as part of the procedure, to be able to remove the security hold, i need to run security questions. i know, and i can feel that the caller was the true person, the legit cardmember. the only problem is that, he cant recall the details, the correct info or answers to the security questions i asked from him. as i expected, he didn't pass. i wanted to help him avoid some inconvenience but, as a policy, if a cm failed, documentations need to be submitted. i requested the cm to send a copy of his driver's license and utility bills. he pleaded, he insisted me to ask some more questions, he even volunteered to give out other personal infos just to convince me he wasn't fraud and i do believe him but, i cant take control of the situation. a policy is a policy . we need to adhere. so, i told him to do send the docs and we can take care of everything once we received them. the cm just requested the account be cancelled. seriously, i really felt sorry for him. i felt real bad because he's a kababayan. and i wasnt of help to him.

i'm an asshole!

there are various reasons why some callers are irate: impatient.never listens to reasons.keeps talking and never let me explain.racist.swell headed.the lists can go on and on. i was called so many names. idiot.stupid.shithead.moron.asshole. the latter is the callers' favorite...and mine too.but whether i like it or not, this is part of my job and i have to be used to it.used to them.damn! i recently had a caller who keeps screaming on the onset of call. he was actually being transferred from one department to another. he was first able to connect to customer service, then to collections dept., eventually to billing disputes unit and lastly to me. fraud & security department. imagine the person talking on top of his lungs. i have to take the headset away or else my eardrums will pop. i was never given the chance to talk and instead obliged me to transfer the call to my supervisor. i never said a word. i let him talk.and talk.and talk. and when he noticed i wasn't saying antyhing he sudddenly stopped. then i moved my mouth. i said, you wanna talk to my supervisor? he screamed again and said are you deaf? i said no. and told him if he wants to talk to my supervisor, he has to call back after 3o minutes because my sup is still engaged in a call. the caller even screamed louder than the usual. he went back to his nagging, cursing, demeaning words. i never talked back. i just let him do his thing. finally, he sensed i dont get affected and guess what?.. he hung up.. ahahahahaaa...

confessions of an addict agent

we have 7 days in a week. 5 working days, 2 rest days. those days off from job allows us to relax and unwind. it prepares us for the next working days ahead so we need to be rejuvenated.i always believe in taking time off from the office and as a matter of fact, i'm always on the look out for new thrills to try during weekend. gimiks, food trip, any form of relaxation.
HOWEVER,we received a memo from the higher management that our department needs volunteers to render overtime for the whole month of september. it was due to very large volume of calls. i never like the idea. never did i plan to work overtime.i just planned to go bumming the whole weekend of september. i was so convinced to do nothing...but when my colleague talked to me about rest day OT which means 130% computation for my pay for the day... i easily changed plan..OMG..! money talks.money screams at me! and i heed its call. I RENDERED A TOTAL OF 9 HOURS REST DAY OT. ..i swallowed my words....ahahahahahaaa....