another 1 bites the dust

 

i totally understand how it feels picking up the phone and have ppl who doesn't speak your first language badger you and complain that they've been asked the same stuff several hundreds of times already..the way i see it, the recent changes in our queue's call flow should not bother the quality of the level of service we have to offer..it's really with how we say things and not with what we have to say that would weigh so much..when we are on the phones we'd have to believe that WE ARE CAPABLE AND WE ARE THE BEST PERSONS TO DO THE JOB..once we start our work grumbling and saying that the new updates are confusing, it makes work a lot more difficult to deal with.. it's like how you would deal with a friend who has this negative, heavy spirit..you wouldn't like being with this person becuz of the complaining nature..

i've had my share of biting the dust..2 years of taking calls for totally different accounts, from dial up isp to travel to outbound surveys dealing with cancer, chickens, casinos, and politics, from selling high speed and retaining those who got their isp, i could, in my opinion say, i know more than what you think you know..and had gone thru similar situations that you face on the phones now.. 

i have been confused, frustrated, i've complained, i would scream "Lord,why wasn't i born filthy rich?!" when calls got to my nerves, i'd even say, ang bobo ng TL na nasa floor ngayun, or say QA knows nothing, they cannot seem to get their acts together..and it can be true-some QA persons have undeniably bad english and would mask that by saying IAMQA.. i mask my lack of technical knowledge and troubleshooting skills by saying, well at this point i am not the one who is on the phone-w/c by the way is a lousy way of avoiding awareness or education.. i do not want to start being defensive..

i know that those on the phones are capable of doing their thing, they are best at troubleshooting and they know what they are saying or at least would pretend to know..why in the world would this job land on their laps if it's not meant to be done by them?

an agent should not expect that the client (or maybe quality even) to flex toward their this-callflow-is-ridiculous grunts.. guidelines are there so we do not go offtrack.. it's like how they say in the past.. you pay your dues to caesar..it means that we have to obey authority..the quality call flow is authority.. and it did not come from worker ants like me.. it was thought of and would have logical reasons why certain information had to go out in the manner that is written in the guidelines..that is why it's called a call flow- a call had to be fluid and coherent like that..

if we start out whining with our lil powdered noses sticking up in the air, we've to reassess whether we should stay or do we walk out and find a job that would not entail using a callflow.. this would save sanity and make QA dept's job easier cuz everyone who'd be left of the floor would be non-disgruntled technicians who are willing to make good and make do with wut was provided.. i walked out of a job that has made me unhappy too many a time.. and i wind up going back to this industry..bottomline, i'd still stick my small nose on that darn callflow if i'm still willing to answer the phone..

asthequeenbeewouldwanttoputit♥