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Answering Machine

In a week or so, all phone conversations will be recorded. I don’t like the idea of that. It sounds like someone is invading my privacy. Yeah, I’m a very private person at times. But then again, I think it’s going to be the same, now that every word I speak is heard by Mr.Boss since he sits next to me.

There would be a big plasma TV screen showing the total of incoming calls, calls in queue, dropped calls and all those boring numbers you just don’t want to know. I don’t like this.

All these isn’t new to a Call Centre because that’s how actually it should work. But it’s new to me because this place I’m in is evolving to become a better Call Centre. I would say they would come up with some kind of measurement system to measure your performance now that they have got all the numbers up.

One part of me would love to go through these new changes. Another part of me dread to think about it because the way I used to work wouldn’t be the same anymore. So, I figure I ain’t going to like it any better.

A colleague gave me a brief overview on import shipments, a new job scope but still the same job function – answering calls. It doesn’t sound too complicated like export shipments because import is like a closing to something. If it starts well, then it would end well. Mr.Boss is a good boss because he makes sure I start familiarising myself with it and I must learn well, not to disappoint him. Sometimes I think why I’m still here is because of my kind and understanding boss even though every morning I clock in, I think of leaving.

Just the other day, a customer spilled her emotions to me after talking to all of us here and I was the “lucky” one because I was the last one to get her call. So when I gave her the exact same answer that my colleagues told her of which I know she didn’t want to hear because the truth always hurt, she said one thing that stunned me a little.

“Do you know that you all sound like an answering machine?”

“I call A, she tell me this. I call B, she tells me the same thing. I call C, she tells me the same thing again. I call D, she tells me the same thing like you’re telling me now!”

I could not deny that she was right because it’s natural for her to feel that we are like a bloody answering machine but when that sentence is spoken out to you, it doesn’t feel good.

Do you think I would want to be an answering machine if given a choice? Sometimes I hate it too of how you need to repeat the same sentence so many times a day. Even when you tell the customer, “I will try my best.” They hate it you know?

entahlah, apa nak buat.

3 replies on “Answering Machine”

I totally understand what you mean!

Speaking from the customer’s point of view, I also hate it whenever the call centre person promised to do something. Not hate it, per se, but hate it because I’ve been let down by so many call centre people that I can’t foresee not being disappointed yet again. Then again, there’re a lot of ‘angels’ who do try their best to go through with their promises – I blame the ones in the minority who spoil the experience for all customers.

I guess the crux of the matter is that every customer wants to be at the top of the service provider’s list. That is practically impossible but that doesn’t stop us from wanting that all the same.

It’s one thing to understand the other person’s point of view yet it’s another to accept it. Tell that to the disgruntled customer or the harried call centre person. Nonetheless, I think the only thing we can do is to try our best =)

Thanks for putting the service provider’s point across to me. =)

Siah: 🙂

irresistablyme: If both parties understand each other’s situation and point of view, then we wouldn’t have so much disappointment. It doesn’t always happen that way so yeah, the only thing we can do is to try our very best and hope things turn out fine.

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