I work in a callcenter for an Internet Service Provider here in the Philippines.
Im a part of the technical support team. We are the department you call when you click your Internet Explorer and all you get is a blank page or one that says "Page Cannot Be Displayed".
You have to go through an automated system that might drive you crazy, before you get to us, most times, by the time you get to a live agent, you are already frustrated and about ready to kill or injure.
Most times it will take me 7 to 13 minutes to get you connected back to the internet but there are times that it will take me over an hour to figure out what's going on and will finally get you connected. I am lucky if I get a caller who is patient and will cooperate but there are lucky days when I get someone who just refuse to listen. Who does not do what i tell her to do and who at times will lie, saying she already did it when she, in fact, didnt. Those are one of the hazards.
But the most difficult part is delivering the script, the one asking the caller to take the time to fill out the survey which their ISP will sent, asking to rate the service provided during the call.
Some would even listen to the spill but there are others who will simply end the call...toot toot toot...busy tone...
Now for the caller it may not be such a big thing, it may even be irritating to receive those surveys in your inbox. Some others will automatically forward it to their spam folder :(
But for us agents, for me, it means a great thing, especially if all those ratings are calculated everytime and are part, the biggest chunk actually, of my monthly evaluation.
I need to hit a target every month, if i don't i might get fired.
Yep. FIRED!
So tell me, do you actually take time to answer surveys sent to you? By anyone who happen to provide you help or service, it might be online, it might be just from the grocer or some other service provider.
What will it take to make you answer them? Why don't you answer them?
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yani posted on Nov 23, 2008
| views: 121
Comments
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queenparanoia said on Nov 23, 2008....
i know what you mean... ganyan din sa verizon... buti nga hindi pa ako nun nasalang sa floor... hehehehehehhehe hope you reach your target!!! ;-) -
yani said on Nov 23, 2008....
I managed to reach them, not every month though hehehe but so far, so good. I just hope to get higher scores. -
diabolicdame said on Nov 24, 2008....
I get those on my phone after I make calls to my phone connection's customer care.. and I always reply! I realise how much that could mean for somebody and also I just wanna show appreciation for the help that they provided me. Its good to know I'm doing the right thing! :-) -
yani said on Nov 24, 2008....
diabolicdame, thnak you for that :) yep it does make a big difference, it may mean that the agent who took your call will be recognized or if it was a bad call, will be placed on training, which is good. I hope people will make time to reply to those, it may cause us our job. Thank you. -
queenparanoia said on Nov 24, 2008....
hala ate gising ka pa??? night shift ka ba??? -
lionesss said on Nov 24, 2008....
hello yani, i think its important to do surveys as it helps others to learn in a new job and it also helps to create new ideas, so yes i do answer to surveys, i do think that some phone surveyers have the patience of a saint b/c i can imagine how many get the phone put down on them b4 finishing,i think its harsh to get fired if you dnt reach your target, so i hope you do... good luck yani i will drop by again some time :)x -
yani said on Nov 25, 2008....
Queen: im always on night shift, every single day hehehehe, I follow Central Standard Time lol
lionesss: i totallly agree :) we send the surveys out just to make sure that we can improve better in our service. It's not so bad to have to wait for the result and have your job depend on the survey respond, I guess it's one way also to make sure that agents do the job well. thanks for dropping by :)
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crudebusinessman said on Dec 11, 2008....
I actually do take time to answer these surveys. I remember coca-cola amatil was doing one 2 months ago when they were wanting to improve their customer service.
They had a few very good questions. Funny thing was they called me up and thanked me for taking the time to answer them and now I'm on good terms with a few of them.
I remember also doing one for a company forgot its name and they also were pleased that I took their survey eventually it came to the point where I got annoyed with so many surveys being sent my way. I started charging the companies
for me to answer them cause I just get sent that many now. now I charge 2000 dollars a survey completed still doesnt stop them from sending me surveys...
but hey at least now im making a earning from most of them. took me 4 hours to write up the agreement and getting them to sign the contract that I had a few lawyers make cause once they sign it they PAY and they PAY BIG
but I hope you reach your targets good luck!
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