Ask a Retail Call Center Rep anything

Do companies really record every phone conversation like their recordings say? And can they easily pull any recording they want, if there's a dispute or something?

Asked by Anna1234 about 9 years ago

As i haven't worked for EVERY company, i can't say definitively that they do, but it is most definitely an industry standard. Those calls can be used in court. Just like the notes in a customers account.

As far as pulling a call, it is very common. From customer disputes to quality scoring and even call collaborations. We very regularly go into meetings and the supervisor will pull a random call and everyone discusses it. These are all in an effort to make sure when you call in, you get the most quality service you can.

Is every agent perfect? of course not. No agent is. But they are used for accountability and development to make sure you (the customer) are taken care of to the best possible standard

712 Votes

When do your policies allow you to just hang up on a rude caller?

Asked by JV about 9 years ago

This does differ company to company. With most, If you have been warned two-three times about your language or conduct on the phone with the agent (foul language or saying offensive things) then the agent is allowed to hang up. Some companies do not allow it and require putting the customer on hold or escallating it to a supervisor.

Personally, I will not work for a company that does not allow the call to be terminated when the agent is being abused by the customer. I ask in every interview for a position with a new company what the policy is. I treat every customer i come into contact with, with the most respect I can. Even when customers get verbally abusive or are continually offensive. While i take none of it to heart, I refuse to allow it to continue beyond reason.

If you are that mad that you feel you need to insult the agent because of something the company did, cool down before you call. You don't like someone being disrespectful to you while you are trying to resolve an issue you didn't cause I', sure so its good practice to show that same respect.

Now if they are being rude in a different way like interrupting, I simply have to change my approach, politely regain control of the call, and move forward with making sure to resolve the concerns and answer the questions of the customer.

708 Votes

Do you think phone reps in outsourced call centers are worse, the same, or better than US-based reps? It's annoying when you get the guy with a thick Indian accent named "Peter", but do you think they're equally competent or even moreso?

Asked by Indy1 over 9 years ago

This is a difficult question. Some reps from other countries, yes, they are horrible. But that is equally so for US reps. In certain countries in that part of the world, people have to be more educated (i'm talking a bachelors degree or more) to work in a call center and the pay is less then what it is here in the US, hence the draw for companies looking to save money. I will say that, in my experience, the reps I have talked to in the Philippines are a little harder to deal with then reps from India.

We have all had an experience with "Peter" and the best thing I can say is to work through it the best you can because it's a struggle for him too. Don't forget that. Most companies though, if you ask nicely (key word there is NICELY) for a rep that speaks English better, they will try to accommodate. Give it an honest effort though. You'd be surprised the good experience you can have. Those reps are generally under more pressure to give the customer a better experience so when you give them a chance, they can surprise you!

The other thing we (as consumers) have to remember is, outsourcing is, for lack of a better term, our fault. We have demanded lower prices and companies had to find ways to give us what we wanted. We have brought this on ourselves. This is a prime example of getting what you pay for.

Now some companies who have outsourced have taken it too far, we can all agree on that. But having been on the other side of the coin, working with them (i have gone over to both India and the Philippines and trained some of these reps before) they do make a big effort to try and help us as its their job just as much as it is mine. But it's still our duty, as the consumer, to show them respect and let them do their job.

I will honestly say in closing i have seen and dealt with reps working from other countries that aren't qualified to wipe tables at McDonald's. I have also experienced that in the US as well. The worst reps I have dealt with both professionally and from being the customer were all US based. They (reps in other countries) already know we are frustrated that the job they are doing used to be here and that they aren't as good at English as we are. They are human though. Just like you and I. They deserve the trust of letting them attempt to do their job before we get frustrated and ask for "someone who speaks american".

I'm a big believer in professional karma. You get what you give. You give them respect and patience, even when they are difficult to understand and they will be more willing to bend rules if they can or go the extra mile. The more rude you are to them, the less leeway you will get from the rep if they even can budge. Sometimes rules are rules no matter what. But the better you treat the rep, the higher the chances are that they will bend over backwards to help you even if its not exactly in the scope of support they can offer.

Remember, treat that rep how you would want to be treated in their position.

708 Votes

When a caller asks to speak to a supervisor, are you insulted because they're implying you can't solve their issue, or just relived to get rid of an annoying customer?

Asked by funwithboys about 9 years ago

I have never felt insulted when a customer asks to speak with a supervisor. Have i ever felt relieved? frequently. Most supervisors in the call center industry have been in that position for years. It's not uncommon for someone to be hired into a company as a supervisor.

I worked for a cell company where my sup was hired in. He would regularly be taking an escalation from me and ask ME what the policy was. The agents you talk to when you call in, they do it daily. They know most of the policies backwards, forwards, and sideways. The supervisors job is to focus more on the development of the agent when it comes to call quality and time management. Also helping with professional development as well. Policy slips out of their mind, even if they started with the company as an agent.

So to circle back around, when someone asks to speak with a supervisor? i have already told them what the sup will tell them so all i feel is irritation that I have to take time dealing with getting the customer to my supervisor despite having answered their issue or resolved it to the best possible method i can based on company policy. 95% of the time a person escalates to a supervisor ( IN MY EXPERIENCE) they wasted their time.

Angry callers who are just being stupid, i'll gladly hand them over to a supervisor when they ask for it. I want to talk to someone reasonable. Not some jerk who is mad his bill went up 3 dollars because of taxes. Something we have 0 control over. (funny note, in my experience, people get more mad over tax increases then actual price increases, go figure!)

Now every ONCE in a great while, a supervisor is the only person that can resolve the issue (your situation requires a refund higher then i can give or something likr yhsy) then i gladly give it to the sup because that's the best course of action to get your issue resolved which is what I'm paid to do.

The difficult escalations for me (from both the supervisor and agent standpoint) is when the issue is an agent directly. He was rude, she was chewing gum (or some other type of food) on the call. Those mean extra work. Listening to the call, talking to the agent. Listening to the call again with the next person up the food chain (the supervisors manager or whoever the sup reports to) and then deciding the course of action if its determined there is a credible issue. It's time consuming. But i feel, having been on both sides of the issue, i would rather have an escalation regarding the conduct of the agent then a policy, because I can do something about an agent issue. Policy issues on the other hand, all i can do is listen to the venting of the customer and tell them I can't change the policy. I feel like it wastes the persons time some times and I don't like wasting someones time. That's why I use the line "I understand your issue but my supervisor would give you the same answer i am", its honest.

703 Votes

My friends and I debate which of our cable companies have the absolute worst customer service reps (my vote: Comcast by a country mile). Inside the industry, is there one company that's considered to be the worst as far as CS rep quality?

Asked by die.comcast over 9 years ago

Honestly, the cable industry as a whole has an abysmal record. The company I worked for did very well in my region (the Midwest) but nationally they are ranked pretty bad too( it wasn't Comcast). There are several factors that I could go on and on about that cause this but it comes down to one thing- no one can win when it comes to cable TV except the networks themselves. My experience in the cable industry has taught me that. I could go into more detail then anyone who hasn't worked in the industry would probably understand but the cable sector is broken as a whole. Its not just one companies' fault.

702 Votes

Has your job made you better or worse at handling annoying people in real life? Like are you more patient and polite now, or more aggravated bc it makes you think 'MAN, I GET ENOUGH OF THIS AT THE OFFICE!!' lol

Asked by bekka about 9 years ago

Great question!

I have honestly never been asked this. It's kind of a two sided response. At home, I have developed a much different way of handling things. I stay calm and focus on the issue and resolve it. The outside influences like peoples reactions are no where near as influential.

At work is a different story. We definitely do what we can to keep each other in high spirits but its always a high pressure work environment with everything we have to do and monitor. Tempers fly and we can sometimes get under each others skin. I actually will admit i sometimes i have less patience with my co-workers then my customers, friends, or family.

695 Votes

What kind of day leaves you feeling proud of a job well done, when each day there's a new queue of annoyed customers you have to deal with? Thanks!

Asked by Hamilton about 9 years ago

good question!

I feel accomplished every day that I do my job regardless of how the customers are or the system issues or changes in the position or even my co-workers. If the customers were rude, wouldn't listen, and called me every name under the book, oh well. If I did my best to resolve every issue i encountered and did my best on every call I took, I consider it a successful day. Was it tough? hell yeah. But i can still feel a sense of accomplishment because I earned the pay i got, even if that isn't the best either.

Every job, regardless of the feild, has its down sides and its good sides. If you continually focus on the negative, it will result in your job sucking even if you are a professional cuddler (holy crap where was that option on career day?!) but if you find the silver lining, you can enjoy what you do, even if it is a difficult job.

684 Votes

Call Center Employee (Retail)

Ask me anything!

What do YOU do?

Do companies really record every phone conversation like their recordings say? And can they easily pull any recording they want, if there's a dispute or something?

When do your policies allow you to just hang up on a rude caller?

Do you think phone reps in outsourced call centers are worse, the same, or better than US-based reps? It's annoying when you get the guy with a thick Indian accent named "Peter", but do you think they're equally competent or even moreso?

When a caller asks to speak to a supervisor, are you insulted because they're implying you can't solve their issue, or just relived to get rid of an annoying customer?

Also on Jobstr...

My friends and I debate which of our cable companies have the absolute worst customer service reps (my vote: Comcast by a country mile). Inside the industry, is there one company that's considered to be the worst as far as CS rep quality?

Has your job made you better or worse at handling annoying people in real life? Like are you more patient and polite now, or more aggravated bc it makes you think 'MAN, I GET ENOUGH OF THIS AT THE OFFICE!!' lol

What kind of day leaves you feeling proud of a job well done, when each day there's a new queue of annoyed customers you have to deal with? Thanks!

Call Center Employee (Retail)

Ask me anything!

What do YOU do?

Do companies really record every phone conversation like their recordings say? And can they easily pull any recording they want, if there's a dispute or something?

When do your policies allow you to just hang up on a rude caller?

Do you think phone reps in outsourced call centers are worse, the same, or better than US-based reps? It's annoying when you get the guy with a thick Indian accent named "Peter", but do you think they're equally competent or even moreso?

When a caller asks to speak to a supervisor, are you insulted because they're implying you can't solve their issue, or just relived to get rid of an annoying customer?

Also on Jobstr...

My friends and I debate which of our cable companies have the absolute worst customer service reps (my vote: Comcast by a country mile). Inside the industry, is there one company that's considered to be the worst as far as CS rep quality?

Has your job made you better or worse at handling annoying people in real life? Like are you more patient and polite now, or more aggravated bc it makes you think 'MAN, I GET ENOUGH OF THIS AT THE OFFICE!!' lol

What kind of day leaves you feeling proud of a job well done, when each day there's a new queue of annoyed customers you have to deal with? Thanks!

Login

Forgot Your Password?

Register