The days are passing by too fast. It is July now, half of
2017. Few more months, everybody will busy again shopping for Christmas
presents. So what have I been up to?
There are so many things that happened in the month of June.
My brain is too busy to think of one topic to write. I have yet to mention, I
was on training again last end of March as chat tech support. I thought I know how to communicate though
chat, having chatted before with some online friends. But I was wrong. Casual
conversation is different from business conversation. One of my struggles is
how to pacify an irate customer through chat. At least if I am speaking with
customer through voice call. The customer on the other end of the line can hear
the tone of my voice.
From April to May I struggled with dissatisfied, surveys. Oh no, I did not make my customers upset. There
are many ways customers would give dissatisfied ratings on a survey. One is
they would wait on the queue for so long. Their time is precious like anyone
else. Sometimes some company procedures
and policies they are not aware of. Services outage is another one. Who would want to lose phone or internet
connection just when the service is needed most. They would take the survey,
not knowing the survey would fall on the agent they chatted or spoke with. Hopefully soon as June scores will be
tallied. I hope to pass.
Yes, we do have monthly scores. In some call centers, if agent
is not passing the monthly scores repeatedly.
The agent could be transferred to another department. Worst scenario the
agent could be terminated from the job. In the company I am working. If we do
not pass the yearly average we will not get salary increase. I am hoping for
the best to pass this 2017 for another salary increase. Some people may say working in a call center
is easy. Call center companies do not require four year college degree. Not
really. Try to apply and see for yourself. This is the kind of job where you
will be technically and analytically challenged.
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