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  1. Join Date
    Sep 2006
    Posts
    962
    #41
    Quote Originally Posted by KoKoNAT View Post
    The call centre operator is obviously in-experienced and not qualified enough to handle extreme cases. She should have passed the call to another colleague who can handle it since there are no supervisor. It'd probably cost her her job.
    * Kulang kamo ang training. Sa call center kasi, everybody is trained to handle extreme cases.
    * Kahit na anong mangyari, hindi po maaari mag-pasa ng call sa ibang agents. Kung may papasahan ka, call transfer lang sa higher tier ng support, other department na mas appropriate sa problem ng caller (say, tech ka tapos customer service pala ang kailangan niya), and, sa supervisor lang.

  2. Join Date
    Sep 2006
    Posts
    465
    #42
    LOL * Friendster Account.

    ahahahahahahaha kulit amp!

  3. Join Date
    Jan 2005
    Posts
    4,866
    #43
    hmmm...hot topic.

    Currently Active Users Viewing This Thread: 20 (15 members and 5 guests)
    nugundam93, jv20, charriolkid, cablespy, SeminaristaKuno, kupaloids, theveed, Laser_Ramon, Horsepower, KoKoNAT, Galactus, istan, CaRGirL, prinsipe


    :lol:

  4. Join Date
    Aug 2005
    Posts
    1,013
    #44
    Quote Originally Posted by cablespy View Post
    The girl forgot to press the mute button. narinig tuloy sya, wawa naman.
    eto ang call center expert

    usual practice sa callcenter: mute. curse out loud (I&^*&%% mo!). unmute.

    kaya pag tumawag ka tapos may momentary silences.. eto na yun.

  5. Join Date
    Jun 2005
    Posts
    4,313
    #45
    Expression or directed to her ang mura, the CSR should have not reacted the way she did. She's inexperienced and lacks the necessary training. Pero naawa na ako ng umiyak.

    And to the caller, masyadong naging bastos. Hindi ko nabilang kung ilang beses nyang minura yung girl.

  6. Join Date
    Jun 2006
    Posts
    6,105
    #46
    In a few years, i guess, there'll be a lot of mentally deranged people in the country and most of them will be former CSRs. I reckon that if you imbibe that anger, it has to come out somewhere.

  7. Join Date
    Jan 2005
    Posts
    3,032
    #47
    Quote Originally Posted by Horsepower View Post
    In a few years, i guess, there'll be a lot of mentally deranged people in the country and most of them will be former CSRs. I reckon that if you imbibe that anger, it has to come out somewhere.
    i think this is particularly true if the person keeps her anger bottled up inside. but if she has an outlet, say ***, she can let loose all those pent up anger and be relatively normal

  8. Join Date
    May 2005
    Posts
    8,078
    #48
    Quote Originally Posted by tsupermario View Post
    i think this is particularly true if the person keeps her anger bottled up inside. but if she has an outlet, say ***, she can let loose all those pent up anger and be relatively normal
    ... :naughty2:

  9. Join Date
    Sep 2006
    Posts
    849
    #49
    Sa opinion ko nman, yung agent ang unang nagmura...na nagprovoke dun sa lalaki na lalaong magalit... hindi nman minura nung lalaki yung agent to start with.

    Ang nakikita kong mali sa marami nating call center, yung mga agent nila is never empowered to act on things especially sa account ng clients nila. All they are allowed to do is magreport nang magreport hanggang sa dami ng nagccomplain na cliente e nagtambakan na ang mga report. Sino ba ang naghahandle sa mga report na yan? It takes much time (especially ng cliente) na maghintay nang maghintay. Wala mang control ang mga call center agents..sorry nlng talaga sa kanina kung may mga ganitong hot tempered (or if not PUNONG PUNO NA) na client.

    Technically, the customer is ALWAYS right..mali man cya o hindi. pero cyempre sympathetically, kawawa nman talaga yung agent.

    Sa US, yung mga call center agents they are empowered to grant anything the client asks INSTANTLY (while you wait) as long as feasible (e.g. terminate the account, delay the biling, grant rebates) bibigyan ka pa nila ng tracking number. i mean kung ganito sana ka systematized ang mga call center sa Pilipinas e mas maraming sasaya at mas maiiwasan ang ganitong klaseng mga usapan.


    I've had NUMEROUS experiences sa ganito nung naka SMART WIFI pa ako. NEVER akong nasatisfy sa isang libong tawag ko sa call center nila dahil forever kong naririnig yung "Gagawan ko po ng report" na never namang naaaksyunan.

    Call centers should centralize and dissiminate authority amongst their agents. Empower them to REALLY FULLY satisfy their customers. Wala nang cheche bureche na kung kani kanino pa dadaan ang reports nila bago gawan ng aksyon.

  10. Join Date
    Sep 2003
    Posts
    1,202
    #50
    nag flare up ang CSR minura agad iyong lalaki nang makarinig sya ng P*()*)*))*.

    Their names were mentioned clearly saka iyong number ng caller.... malamang maraming mangha harass dyan sa lalaki pagtapos nito heheh

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Hehe, buhay call center.