Uhh.... what?
Okay... as some of you may or may not know, one of my jobs is working in a call center. If you've ever called a customer service department for a credit card, cell phone, computer, pretty much anything, you're calling a call center that has been contracted to take those calls. Now, there's plenty we could say about that but I'll save that for another day. If you've ever worked in a call center, I feel your pain. It can be horrible. Thankfully, my job is reasonable.
So, finally, to my point.
Have you ever heard: "This call may be monitored for quality assurance"?
Well, the calls are recorded at random and then scored against a tool. Making sure you're being treated politely, they're verifing certain information, etc.
Now, we got an update yesterday about our quality tool. It says: "Avoid words such as "maybe, probably, should, could and I think"". They call these "non-committal statements" but further on it states "When discussing delivery times give it as "estimated time of delivery is 3-5 business days"
Umm... isn't that a "non-committal statement?!" The sentences are seriously.... right....next....to.....each....other.
And yet they are somehow able look me in the eyes with a straight face.
So, finally, to my point.
Have you ever heard: "This call may be monitored for quality assurance"?
Well, the calls are recorded at random and then scored against a tool. Making sure you're being treated politely, they're verifing certain information, etc.
Now, we got an update yesterday about our quality tool. It says: "Avoid words such as "maybe, probably, should, could and I think"". They call these "non-committal statements" but further on it states "When discussing delivery times give it as "estimated time of delivery is 3-5 business days"
Umm... isn't that a "non-committal statement?!" The sentences are seriously.... right....next....to.....each....other.
And yet they are somehow able look me in the eyes with a straight face.
posted by Mike at Friday, December 23, 2005
2 Comments:
I'm telling you call center life is interesting. The main issue is that you are working with under educated underpaid peons who probably couldn't find work any place else. The second problem...call centers almost always promote from within. Therefore your manager and your managers manager are a bunch of under educated, overpaid peons who probably couldn't find work any place else.
Don't you work in a call center? And don't tell me you just got a promotion.
:-P
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