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I was dealing with an idiot customer. It was like he didn't understand the words I was saying. At one point, I put my phone on mute and asked Tricia if I was speaking English. Seriously that bad. In the end, he was stupid and lazy so the end result was a lot of work for me after the call (creating an account for him in the other system, issuing him a check, filling out a form as to why I filled out a check, then leaving notes in both accounts) Normally we only have to leave one quick note in one account per call. They normally are like "cust called for stat, est del 6/27, natalie" , or "frank at ss called to give refund, reg 002 trans 10428, natalie" then my op number but I'm not giving that out on the internet.
Anyway, I just finished creating his account in the second system, then fall back into my chair sighing at the work I have to do for this idiot who didn't even understand what I was trying to ask him, and I know that this isn't what he wants me to do but it's what he told me to do because he's stupid. Then my phone rings, but it's the ring for agent to agent. It was some guy in another center who wanted to see if the order number that a customer gave him is one of ours. It's a bijilion numbers long and started with 03. Yeah, that's Foot Locker.
Turns out, the customer is a Spanish speaker, and the last Spanish speaking agent in our department left when my shift started. Crap. He is a Spanish speaker for a different department and said that he would conference the call in so all three of us could hear each other and that he would translate everything. Also told me that one of the supervisors told him my name and operator number. "Yeah, Dave said you were MSC and could handle it!" Crap, like I didn't have enough work to do at that point as is since I hardly got into the work I already had.
Grrrr....Dave. You should've just told him to dial the MSC extension and get an agent who is actually ready and able to take calls. If I don't take this now, I'll look like an ass and get written up for refusing calls and I already have one of those on my file due to someone writing me up unnecessarily. FINE WHATEVER.
(You know, the Dave isn't from GB, so that means that some other call center supervisor thinks I'm awesome! Why am I losing my job again?)
Anyway. This guy was actually very nice and I tried so hard not to be flustered but this stupid Spanish call actually turned out to be a lot of work too. Create new account, find SKU number, confirm that it is correct SKU to customer, get supervisor approval to do something, refund original order, write notes..... this and wait for everything to take twice as long as everything I said was being translated into Spanish and vice versa. Luckily Travis the Spanish speaker was actually really cool about everything.
Then I had to flag down my supervisor who was sitting near me and told him why I was going to be in ACW (After Call Work) for a long time and not taking any calls for that period of time since I have two huge calls to do work for. He was cool about it, especially considering our scores are for moot at this point.
Work note #2: The first round of agents are all graduated and taking calls in the other centers. Therefore, a lot more idiots taking calls and doing stupid things, and a lot less hours than normal. They even decided not to even open the GB call center for the 4th since calls are down and the 4th is already a slow day. I was looking forward to taking basically only Canadian calls all day and getting paid time and a half for it. Oh well. (Oh Canada)
And if you couldn't tell by my tweets: Got my Robin Hood DVDs and three of my Torchwood books in the mail today! I also ordered the remainder of the books since I'm on a huge Torchwood kick at the moment and think the books are super awesome. I'm only two chapters in Twilight Streets, but I'm enjoying it. I'm going to try to save the books for work reading only, but I think I'll be unemployed before I finish reading them all.
I'm also using this icon because it's call center love.
END! If you read all of this, you win a gold star.
Anyway, I just finished creating his account in the second system, then fall back into my chair sighing at the work I have to do for this idiot who didn't even understand what I was trying to ask him, and I know that this isn't what he wants me to do but it's what he told me to do because he's stupid. Then my phone rings, but it's the ring for agent to agent. It was some guy in another center who wanted to see if the order number that a customer gave him is one of ours. It's a bijilion numbers long and started with 03. Yeah, that's Foot Locker.
Turns out, the customer is a Spanish speaker, and the last Spanish speaking agent in our department left when my shift started. Crap. He is a Spanish speaker for a different department and said that he would conference the call in so all three of us could hear each other and that he would translate everything. Also told me that one of the supervisors told him my name and operator number. "Yeah, Dave said you were MSC and could handle it!" Crap, like I didn't have enough work to do at that point as is since I hardly got into the work I already had.
Grrrr....Dave. You should've just told him to dial the MSC extension and get an agent who is actually ready and able to take calls. If I don't take this now, I'll look like an ass and get written up for refusing calls and I already have one of those on my file due to someone writing me up unnecessarily. FINE WHATEVER.
(You know, the Dave isn't from GB, so that means that some other call center supervisor thinks I'm awesome! Why am I losing my job again?)
Anyway. This guy was actually very nice and I tried so hard not to be flustered but this stupid Spanish call actually turned out to be a lot of work too. Create new account, find SKU number, confirm that it is correct SKU to customer, get supervisor approval to do something, refund original order, write notes..... this and wait for everything to take twice as long as everything I said was being translated into Spanish and vice versa. Luckily Travis the Spanish speaker was actually really cool about everything.
Then I had to flag down my supervisor who was sitting near me and told him why I was going to be in ACW (After Call Work) for a long time and not taking any calls for that period of time since I have two huge calls to do work for. He was cool about it, especially considering our scores are for moot at this point.
Work note #2: The first round of agents are all graduated and taking calls in the other centers. Therefore, a lot more idiots taking calls and doing stupid things, and a lot less hours than normal. They even decided not to even open the GB call center for the 4th since calls are down and the 4th is already a slow day. I was looking forward to taking basically only Canadian calls all day and getting paid time and a half for it. Oh well. (Oh Canada)
And if you couldn't tell by my tweets: Got my Robin Hood DVDs and three of my Torchwood books in the mail today! I also ordered the remainder of the books since I'm on a huge Torchwood kick at the moment and think the books are super awesome. I'm only two chapters in Twilight Streets, but I'm enjoying it. I'm going to try to save the books for work reading only, but I think I'll be unemployed before I finish reading them all.
I'm also using this icon because it's call center love.
END! If you read all of this, you win a gold star.
