Anyway, the nature of my work is either love it or hate it. Its easy in a way. No quotas or what so ever like other accounts. You would just look for a number then connect a certain caller. Whats really annoying are the callers. Sometimes, they would call not knowing what they are looking for and because we are information, when we probe or ask questions they would say "that's why im calling you. i dont think its fair that you ask me for information." Some of them would really get persistent especially when it comes to residential listings or a specific number in a specific street. Some of them would even lie and say "I got the number yesterday. I dont know why you're not getting it."
I remember one call that really got me into a sarcastic tone. The caller was looking for a diana's beachwear and since a couldn't find it quickly i asked for the common question. "Do you know the street its on?" and the caller replied making an impression that im stupid. "I know you don't know this but its like near the beach and i always see it." and in the back of my mind i said "HELL YEAH! HELLER! That's why its called beachwear coz its near the beach!" I mean she could have told me the truth that she doesn't know the street. After several seconds, i found a listing named Diana's Swimwear and offered it in a really sarcastic tone. And the caller replied with "I don't know why its listed that way but it's Dianas Beachwear." and I said "This is the only one i have that matches your request. Do you want the number or not?" Eventually she got took anyway. A lot of em like that. They would look for a number that has a name far away from the actual real name. Like for example a caller look for a purple plum when its actually sugar plum. You have to be very patient with the customers especially if with senior citizens. They get easily pissed off and really really deaf! Another thing that hard about this job, since were not from their country they would ask us questions and we never really know. OR sometimes there are unfamilliar street names, cities and listings that are hard to pronounce. That's when they start to ask about our location which is a big NO NO. Its embarassing to say the protocol that we cant tell them our location because they are paying for the call and they do deserve to know. As an operator I can't do anything about the company's policy even if i want to shout out that i'm in the philippines. And the last thing that is annoying they would just call to complain about the service but then again they could have just picked up the phone book, look it up and read it themselves. It just simple shows that they are lazy. Haha! That's why our company is stable. We will not run out of callers.
A lot of times i thought of resigning already. Its because of the simple reason that im handling 1000 calls or more in a 8 hour shift. I gets tiring especially the lines "how can i help you? or have a great day!". You dont have the luzury of slacking off anymore. You've got no time to have fun because you're always tired. But then Looking back, I worked hard for the position that I'm in now. Our batch who have 30 people, only 7 of us passed. I passed with flying colors, I had an excellence report and good stats. My quality assurance is ranging from 100 to 90%. I also have good call processing time too. Im going 40 seconds and with also good call flow. If i do reasign, i cant put the company name in my resume. It would be negative on my part. After much consideration, I decided not too. Its hard to find a job nowadays and I'm happy with my workmates. Hopefully, ill finish my one year and have big back pay then I'll study again! :)
Here's our pictures.
Even though were not complete anymore and have different schedules Im looking forward to meeting new people in the center and with my callers. THere is still some to look forward too. The nice people in our center! Everyday is a new day! Its a waste if i dont live it at my best!
Lots,
mapi
