sleepy agent

one of the calls that i had which i secretly wished wouldn't be monitored was unfortunately randomly picked. it wasn't really a bad call. i was able to service the call , addressed the concern of the cardmember and was even able to put add ons (some important details like giving out available credit/cash without being asked.)the call actually lasted for about 3-4 minutes. HOWEVER, all throughout the call, my voice sounded so sleepy, as if i wasn't in the mood to work, sounded like i was too lazy to assist the customersand i was obviouslyu in a hurry.. if it wasn't for my tone & mood, i should have gotten a rating of 2, which is considerably high. BUT because of the way i talked, i only got a rate of 3. it's lesson learned. the secret is to always have a friendly and enthusiastic tone. damn..that was close!

wow philippines

filipinos in the US are aware that several call center companies are based in the Philippines. my caller a while ago was a filipina. the first thing she asked was my location, and my nationality. i admitted to be a filipino like her. when she learned about this, she started speaking our own language and requested me to do the same . i can't. even if i want to.so, we discussed her issues however she used filipino/tagalog language while i reply in english. it was fun, she was relieved that it wasn't hard on her part to inquire and know more about her account details. the call lasted for about 10 minutes which is considered as long call. the heck, it's ok. at least i was able to make one of our kababayans happy. she even joked.. "dumudugo kasi ilong ko pag nag-english ako" ...we had a good laugh. i was tempted to speak the way she does, but i controlled myself. afraid the call might be monitored and be part of my scorecard..no way! hence, the call ended the way i started it.. english all the way...cmon!

i apologize

i wasn't able to assist my client.. the issue was so simple. he just wanted to know the balance information on his account... account balance, minimum payemnt due, payment due date, available credit, available cash. SO SIMPLE. there were no fraud issues. no suspicious activities. no block on the account. it was a second call made by the CM. he only called back to know and take note of the balance info.. I apologized because, my system was down at that moment. it would have been a good call.. but i wasn't able to do anything. i opted to transfer the call to the other agent. oh, i feel so bad. to hell with the system.

love/hate

my caller hates my company. she hates the service. she hates us all the more when she can't use her credit card. she screamed at me! she cursed me! she hates me!. she doesn't want to listen to me. she doesn't understand me. she hates me to the max...!
HOWEVER. she got tired of shouting and started to shut up and gave me time to talk.
i found out she was just trying to use the card for cash advance at an ATM machine and was unable to get the money she wanted.
i told her the reason was because of the wrong PIN (personal identification number) she used...
total silence. i removed the security hold on the account and informed her, the card is good to go..
THEN, she said sorry. she apologized. she didn't mean it when she said she hates me & my company. she admitted she was wrong.
SO, she started saying she loves the customer experience she had with me. she promised to be more careful the next time she uses her card. the call ended with her saying... " i love the way you assisted me and also the way you addressed my concern..i love you sweetheart.." CMON..!