Today, I have gone solo onto the call centre platform to answer inbound calls already. In fact, we have started to go solo on last Saturday... DAMN STRESS!!!!!! Each and every call is a new challenge from different customers with difficult scenarios to resolve.
I hate the following types of calls...
Unreasonable customers!! Especially those who are demanding yet calling in to request for waivers... Hate those people who talk loudly to us and say that we provide bad service when they are unable to get the waiver charge from us or what they requested from us!! Well, sometimes I really feel like slapping these people to wake them up!! And I wonder why... if customers don't have the $$$, then why spend so much??!! If they have spent so much, why ask for a waiver?? And since they have thought of spending by charging the transactions to their credit cards, don't they know that there bound to be an interest charge for all transactions made??!! So... if you are the type of person I am talking about, you must be a CHEAPO NEH NEH!! Another thing... if customers want to request for a waiver, talk to us or any customer service officer nicely ok!!! Anyway, it's just a request... we are not obliged to give you the waivers you know!!!!!! They are just given based on our discretion and out of goodwill, so SAY PLEASE OK!!!!
Another type of call which I dislike will be those that involves lots of calculation based on their statements and unbilled transactions. Customers are the one that spend the money and make purchases, so they should be the one keeping track of all those transactions, NOT THE BANK OK!!! If we are responsible to help customers keep track of all their daily spendings, why not we help customers to spend their money too!! Like this, it is easier for us to remember the transactions better!!! Hahaaa!!
Also hate those calls when customers enquire and request for so many things within a call! You think we are very free is it?!! We need to fill up so many different application and referral forms for each different request that customers ask for, yet on our side we have to meet our call handling time of 196secs (approximately 3-4 mins) for each call and 12 calls per hour!!
For example, giving a general scenario... if customer has 2 accounts in total and he requests for waiver on both accounts, want to change his billing cycle for both accounts and request for credit transfer from one account to the other account. I will need to raise 1 form for his waiver due to waiver amount exceeding our empowerment. I also need to fill up 2 forms for change of billing cycle and 1 form for the credit transfer. Apart from that, I need to carry out the waiver in our systems and leave memos individually under each account. All in all, do you think all these things plus talking to the customer on the phone and checking what are the correct procedures to handle the query could let us meet the handling time of 196secs per call??!!
Enough said... and there's more to come... It's only my 1st week on the job and I could complain so much!! Hahaa!!
During today's debrief session, C and I got to know that we were not included in the first round of banking training, while the rest (all 8 of them) were chosen by our supervisor to attend the training during these 2 weeks. In a way, I think it's good bcoz we are able to learn more on CC enquiries before learning somemore product knowledge. However, on the other hand, I can't help but to think that our supervisor thinks that we are slow in learning (coz both of us failed 2 tests previously) compared to the rest and that may be why she prefers to let us take calls first so as to build up our basis credit card knowledge before overwhelming us with the banking products.
Sigh... but answering calls on the platform means trouble, trouble and trouble... Gonna face lots of trouble from customers!! And sometimes even from internal colleagues and supervisors!! Sometimes I really fear to approach some of the internal colleagues and supervisors for their guidance, as some of them seems really impatient and unfriendly. Some other customer service officers will blame the previous CSO for doing something wrong. I overheard one of them scolding another CSO behind his/her back for advising the customer wrongly... She asked the previous CSO who handled that customer's case to go and die!!! Damn fierce!! Can't they have some integrity?? =S
I hate the following types of calls...
Unreasonable customers!! Especially those who are demanding yet calling in to request for waivers... Hate those people who talk loudly to us and say that we provide bad service when they are unable to get the waiver charge from us or what they requested from us!! Well, sometimes I really feel like slapping these people to wake them up!! And I wonder why... if customers don't have the $$$, then why spend so much??!! If they have spent so much, why ask for a waiver?? And since they have thought of spending by charging the transactions to their credit cards, don't they know that there bound to be an interest charge for all transactions made??!! So... if you are the type of person I am talking about, you must be a CHEAPO NEH NEH!! Another thing... if customers want to request for a waiver, talk to us or any customer service officer nicely ok!!! Anyway, it's just a request... we are not obliged to give you the waivers you know!!!!!! They are just given based on our discretion and out of goodwill, so SAY PLEASE OK!!!!
Another type of call which I dislike will be those that involves lots of calculation based on their statements and unbilled transactions. Customers are the one that spend the money and make purchases, so they should be the one keeping track of all those transactions, NOT THE BANK OK!!! If we are responsible to help customers keep track of all their daily spendings, why not we help customers to spend their money too!! Like this, it is easier for us to remember the transactions better!!! Hahaaa!!
Also hate those calls when customers enquire and request for so many things within a call! You think we are very free is it?!! We need to fill up so many different application and referral forms for each different request that customers ask for, yet on our side we have to meet our call handling time of 196secs (approximately 3-4 mins) for each call and 12 calls per hour!!
For example, giving a general scenario... if customer has 2 accounts in total and he requests for waiver on both accounts, want to change his billing cycle for both accounts and request for credit transfer from one account to the other account. I will need to raise 1 form for his waiver due to waiver amount exceeding our empowerment. I also need to fill up 2 forms for change of billing cycle and 1 form for the credit transfer. Apart from that, I need to carry out the waiver in our systems and leave memos individually under each account. All in all, do you think all these things plus talking to the customer on the phone and checking what are the correct procedures to handle the query could let us meet the handling time of 196secs per call??!!
Enough said... and there's more to come... It's only my 1st week on the job and I could complain so much!! Hahaa!!
During today's debrief session, C and I got to know that we were not included in the first round of banking training, while the rest (all 8 of them) were chosen by our supervisor to attend the training during these 2 weeks. In a way, I think it's good bcoz we are able to learn more on CC enquiries before learning somemore product knowledge. However, on the other hand, I can't help but to think that our supervisor thinks that we are slow in learning (coz both of us failed 2 tests previously) compared to the rest and that may be why she prefers to let us take calls first so as to build up our basis credit card knowledge before overwhelming us with the banking products.
Sigh... but answering calls on the platform means trouble, trouble and trouble... Gonna face lots of trouble from customers!! And sometimes even from internal colleagues and supervisors!! Sometimes I really fear to approach some of the internal colleagues and supervisors for their guidance, as some of them seems really impatient and unfriendly. Some other customer service officers will blame the previous CSO for doing something wrong. I overheard one of them scolding another CSO behind his/her back for advising the customer wrongly... She asked the previous CSO who handled that customer's case to go and die!!! Damn fierce!! Can't they have some integrity?? =S
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