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Help out call center workers!

Any time you call customer service or tech support, you are probably calling a call center- a cubicle farm with maybe hundreds of agents all hooked up to headsets and computers for eight hours or more a day, answering calls one after the other.

I have been training to be a customer service agent for three weeks. Today was my second day taking calls. Here are some things you should know about us.

1) As customer service representatives, we are expected to exude confidence and competence at all times, even when we don’t know what the fuck we’re doing, because we are supposed to be the experts. We are not allowed to tell you “It’s my first day,” or “I’m still in training.” That girl you’re cussing out? You might be her first ever call. Try to have patience, we really are doing our best!

2) When we put you on hold, even when the hold takes awhile, we aren’t being lazy and we haven’t forgotten you. We are actually frantically pulling information from half a dozen programs (account info, policy info, procedure methods, etc) to find what we need to do to take care of your problem. There is even a good chance that when you’re on hold, your rep might have their hand in the air, flagging down a support agent to help answer a question. I know being on hold is frustrating and boring, but I promise we aren’t off taking a smoke break- we’re still trying to help you.

3)Those customer service surveys you sometimes get after a call? Those are scaled different than you think, and this was true when I worked retail, too. On the 1-10 “how did we do” questions, ONLY scores of 9 and 10 are considered good. 7 and 8 are neutral. 6 and under is BAD. So if you liked your rep and want the survey to come up as a good one, rate 9’s and 10’s.

Please, if you can, reblog this and get the word out. We’re not just faceless voices on the phone- we’re real people who are doing our best and working our hardest!

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