This blog post is generously sponsored by Global Response, an outsourced call center providing jobs in Florida and Michigan.
listened to my husband spend 20 minutes on the phone with our cellular
phone's customer service representative. His phone wasn't working at
it was a stand off with cell phone service and the phone manufacturer.
His conversation, wrought with tension, transported me back my days
doing that exact work. I wondered how the person on the other end of the
phone was doing.
it turned out, my husband's phone problem was created by GMail.
Neither the cell phone service nor the device manufacturer were
responsible yet they were the front line of help. Oy.
the not-to-distant past, we were in a cellular phone store talking to
the sales representatives. One of our questions he couldn't answer;
instead he referred us to their 800 number, saying that they had better
training and resources and would be able to help us. He was right.
They did know. And did help us. It was impressive.
ago, I worked in a software call center. We took phone calls for
updates and upgrades for software; back in the old days -the years when
software was delivered on disks - years when we couldn't download
updates, the modem speeds weren't fast enough. My job's learning curve
was astronomical. I had to learn every software program and the
corresponding updates; I had to learn what people would have to pay
for, how much leeway I had with complaints, and where to send those
callers who would never be happy. Just when I had it figured out, the
company(s) changed their updates. We would have to shift gears
immediately, incorporating changes in real time. It never helped
thinking that one of our client companies might call and check on us.
that side of the phone, people could be so incredibly rude and
unrealistic. I would think about the fact that we were supplying
software updates - how unhappy could people be about the time the postal
service took to deliver it? Well, quite. There were things I could
change and things I couldn’t. You know where that fell.
was an issue too. It took time to train, to learn the products, to get
the hang of the computer system, to get the flow down. While we could
learn while observing, reading, and watching, at some point, we learned
best by jumping in with two feet. That my friends, was terrifying.
Drinking from a fire hose. But I caught on and got pretty good at it.
this year, I had to call my computer manufacturer to start the process
of fixing my brand new, yet horribly broken machine. Knowing that the
guy on the other end of the phone spends his day listening to people
complain, I let him know my problem and asked him what he needed for us
to go forward. We had a delightful time on the phone as he worked
through all the diagnostics. He was helpful, professional, fantastic.
The very next day, I had a new hard drive. Along with a person to
yes, I have experienced those less-than-stellar exchanges - rude
representatives, untrained, indifferent, many who have checked out. But
as the demand for immediate assistance along with on the fly resolution
increases, so will the need for sharp, efficient, and knowledgeable
staff to help us with whatever it is on our end.
my call center experience, I often thought that everyone should take a
shift answering phones. While it is easy to dismiss the individual on
the other end of the phone, don't. She (or he) can often be the best
source of assistance, with access to tremendous resources in information
and latitude in decision-making. Ask for help. You may be surprised
just how much help you will get.
To learn more about Global Response, visit their website.