duh..??

one of the calls i received about 6 hours ago was a funny one. my caller complained because she was trying to make a purchase at different merchants but were unable to. YES! none of the transactions has gone through. after she verified all the necessary info on the account, and after telling me that all the activities made on account were legit, i told her it's ok to use the card. she can actually bring out her credit card and swipe it,use it anytime she wants. GUESS WHAT? .. my caller actually was doing a shopping spree and she actually didn't bring the plastic with her. the credit card was not in her possession, she left it in her house, and still insists to use it. DUH...? i'm just a CCA and not a miracle worker.. i advised her to go home and get her card... what can i say?? another DUH...?!!

one long call

this is the worst day of the week for me. i cant believe to have handled a call for exactly 29 minutes and 33 seconds.. my ususal call lasts less than 5 minutes. my call handling time is always ideal. always equivalent to a score of 2. which is quite good because it's more than the average. but with this particular call i had a while back is really a nightmare. imagine yourself talking to a 92 year old cardmember who has alzheimer's disease... it took me forever to explain the status of his account. patience is really a virtue. PATIENCE. that's what i practiced. that's what i discovered. i never imagined myself possessing it.. but i cannot promise i would have it all the the time. oh pleaseee....!!

call transfers

it's considered call avoidance when a rep declines to accept a transfer call from a different department ... i was so closed to committing that crime a while ago. apparently, the rep who wanted to transfer the call just wants me accept the call because the caller was so mad... that CM was just inquiring about the status of his account and since the other rep wasn't able to assist the CM further, he requested for a supervisor. CM specifically requested for a manager.. i am not a manager.. i'm just a CCA.. i asked the other rep why the heck was she trying to transfer the call to me. she should escalate the call to her supervisor... anyway, i hate saying no to callers. i'm bound to accept calls to minimize call handling time..so i accepted the call. it was an easy one actually. ...after further verification, the CM just inquired re account balance information. that's it! piece of cake. funny thing was,the CM compared me to the first person he was able to talk to and said he likes me because i was able to help him better. pat on my back..cmon!

password please

as a CCA,everytime we receive a call, the first thing we do is to verify info from callers.. password is very important. we never service the call if the CM won't be able to verify info. there was a time when i played hard ball with the CM. she wanted details on the status of her account.i gave her zero info. she got real mad. i tried other means to verify her but still, she didn't pass. expectedly, all the bad words came out from her mouth. i just advised her to send necessary documents if she wants to have access on her account. before i could give out the address for acceptable documentations, she hung up!

don't wanna talk to you

i have just received a call from someone whom after i introduced myself and finished my opening spiel, my caller kept screaming and complaining about the declined transactions she tried to do at a supermarket somewhere in the state of California. i tried to explain the reason for the decline but she kept talking and at boiling point attitude. she complained she doesn't understand me, that i'm not willing to help her and will file a complaint against me. EXCUSE ME..?! i said, she needs to let me talk and explain. obviously, she wouldn't understand me because i wasn't given the chance to say anything at all... for couple of minutes i let her do her thing and eventually she requested to speak to someone else...pronto! so i did what she told me... i transferred the call to one of my colleagues... never know what happened next... whoever got that call.. good luck!