I've been thinking about posting this since last year but I hardly had the time to create a post regarding this. Anyway, I was surfing youtube.com when I crossed path with this entry.
I was really amazed with how people reacted on this recording.
Being a call center agent myself for a year and being in the quality department for two years, here is MY TWO CENTS ON THIS: When a person tries to work in a call center, it is being synonymous with having to deal with different kind of people. some are nice while some are a-holes that you would wish they'll be six feet below the earth the moment they said some things that are socially not acceptable (My first day with Dell--- Customer: Oh, You are one of those monkey in the Philippines who know nothing but shit!--- LMAO how's that huh?! I can't even say, "Fuck you dude! You're one darn maggot who know nothing about computer!") What Raul said is something that most customers would say out of frustration. I was laughing to death the first time I heard this and Raul justified what he said, "ANG SABI KO, TANG INA NAMAN NA-HAHASSLE AKO, DI KO SINABING TANG INA MO. MAGKAIBA YON!". LOL Having said this, a PROFESSIONAL call center agent should understand that this person is mad at particularly, the service and not at HER (well, at least, during the initial conversation.) This shouldn't have been taken personally. Albeit, Katherine can't do anything about Raul's problem, the best that could have done is to emphatized and say something that would make the customer feel a lilttle better over the situation. Saying "We will file a case number and see what we can do" is not enough. Obviously, comments here that say, "Kawawa naman si Katherine" are people who doesnt have a SINGLE ideahow call center works. While some people say that call center is just for a bunch of people who knows how to speak good english, I would say that "NOT EVEYBODY IS QUALIFIED TO BE IN THIS KIND OF BUSINESS." More than intelligence, we need "people skills" here which is, believe it or not, harder to find. Yeah, people from the call center industry tend to be loud, flashy with their hi-tech gadget, fancy clothes etc. But hey?! We deserve it. Stress level is not even comparable if I am going to work in a bank or in any government department. Oh well...
Katherine should find another career. She's not fit in to this kind of job. And honestly, having her employed in any other call center would mean BAD BUSINESS. Period.
