HOYOYOY ONDOY > > CHAPTER 1: SERVICE

September 26, 2009   

                About 2:30am - it was raining so very hard, so I hastily went to the office kahit mejo bumabaha na sa village. Good thing I made it in time for work otherwise I’ll be signing a CAF (Corrective Action Form) for habitual tardiness.

                *Tooot... Service... “Sorry to keep you waiting, this is Arnold. How may I help you today?” “Hello?!” Kailangan ulitin ang spiel - Pero wala talaga, “I apologize but I don’t hear any response on the other line. But if you can hear me and if you have some queries with your account and our service just call us back at our toll free hotline. That’s 1-888-322-1122. Thanks for calling Virgin Mobile and have a great day.” Hahaha. It’s a first call – pocket call. So konting petiks mode and at the same time I got an instance to prep some applications as resources for call information. Next calls, badtrip di ko cla masyado marinig. Di ko alam kung dahil ba sa lakas ng ulan sa labas ng bldg., mahina ba ang amplifier ng Avaya ko o dahil sa bago kong katabi na napakalakas ng boses at hayup sa rapport at todo phishing pa sa surveys. Napansin din ng kateam mate kong c Becky na mejo di rin sila magkarinigan ng customers nia sa line dahil sa newbie. Sabay birong, “Wala namang sapawan sa calls.” Kaya pareho kaming nahighblood sa bagong agent na akala mo wala ng bukas sa taas ng kanyang energy habang tumatanggap ng tawag. Siguro nasobrahan siya sa intake ng Cobra o ng kape. Pero ganun talaga sa trabaho. May mga maingay makipag-usap sa telepono at mayroon ding napakatahimik na aakalaain mong walang kausap. Wala na kaming nagawa at kinailangan na lang magtiis at mas magfocus sa calls dahil lagot kami sa superiors namen kapag nag logoff kami sa aming post para maghanap at lumipat sa mas ok na station.

                There it was. The line was on queue for about 8 hours and before my shift ends, pinasukan pa ako ng isang hindi makaintinding customer – which we call mga “shungang kano,” na kahit naipaliwanag mo na ang lahat ng kailangan niyang malaman mapa-verbatim pa yung script or own words mo pa yung description sa information at sa status ng kanyang account, eh mukhang walang naabsorb. “Ma’am these 1000 bonus minutes will not expire on your account. So you may enjoy our service as long as you haven't consumed this airtime balance. Isn’t that great?” Tama naman pagkaka-explain ko db?! Or baka I need to rephrase myself so we can be on the same page. You know... Hahaha.

                Badtrip! Nauwi pa sa sup call. Napatumbling na lang ako sa sitwasyon. And as per SOP eh i asked for an assistance sabay transfer cx call sa aming Senior Supervisor aka SUP JPboy. Biniro pa ako na baka commendation call daw yun at nahiya lang akong sabihin - Sana nga! Pero hindi talaga and I guess it wasn’t my day. :-(