...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"