Call Center Agents' Mortal Sin


Nasa kalagitnaan pa lang siya ng kanyang shift ng biglang lapitan siya ng isang supervisor at sinabihan na he has to log out from the Avaya phone after his current call and he needs to go to someone or somewhere.

image from: iStockphoto


Pagkatapos nun ay hindi ko na siya nakitang bumalik pa sa kanyang work station. Nabalitaan na lang namin na terminated na pala siya. Mga ilang araw na rin palang mino-monitor ang kanyang mga calls dahil may suspetsa ang mga nakakataas na nagre-release siya ng mga calls. Aminado naman ang ahente sa ginagawa. Ayun tanggal.


Sa call center isang mortal na kasalanan ang pagre-release ng call o pagdi-disconnect sa linya, kahit gaano pa kahirap ang kaso ng call mo o kahit gaano pa kahirap pakitunguhan ang iyong kausap, you have to continue assisting the customer as long as it's still part of your scope of support.

Simpleng advise, kung ikaw ay baguhan pa lang bilang isang call center agent at hindi pa masyado alam ang pasikot-sikot sa industriya, lahat ng kilos mo gamit ang Avaya phone at mga applications sa computer ay monitored. Even screen shots of your navigation are captured. Better to be safe than sorry. Mahalin natin ang trabaho natin lalo na kung ito lang talaga ang pinanggagalingan ng ating kita. Sometimes we fail to realize na maraming tao ang gustong makapasok sa call center na hindi pinapalad na makapasa at maaaring mas magaling pa sila sa atin when handling calls, pero mas maswerte tayo na naandito na.

One point in my life talagang tamad na tamad na ako magtrabaho sa call center, then one time napadaan ako sa recruitment office namin dahil may sinamahang kaibigan na gusto mag apply. Doon ko lang ulit narealize kung gaaano kahalaga ang trabaho ko at kung gaano ako kapalad para makapasok sa ganitong uri ng hanapbuhay. May isang aplikante kasi dun na nakita ko kung gaano bumigat ang kanyang mukha matapos siya sabihan na hindi siya nakapasa, tingin ko last exam na yun then final interview na sana ang sunod. Kahit hindi ko narinig ang pagkakasabi, naunawaan ko pa rin na she didn't make it base sa kanilang mga expression.

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DugomPinoy | A Philippine Blog: Call Center Agents' Mortal Sin
Call Center Agents' Mortal Sin
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DugomPinoy | A Philippine Blog
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