Category: talesfromcallcenters

talesfromcallcenters: This one made me question her sanity.

I work in a canadian cellphone company in Canada.

Me : Thanks for calling X, my name is X, how may I help you today?

BEEEP

Her : Hi I really need m-

BEEEP

Her : so I can-

BEEEP

Her : can you?

Me : Sorry, there is an annoying beep behind you and I can’t hear what you are trying to say..

Her : Oh sorry, remove speaker mode i’m in the hospital and i’m about to give birth, I need more data in my plan so I can share pictures on facebook…

Me : …… Congratulation I guess? Here’s 2Go …

Yup. She was giving birth live and needed more data to share skin potato pictures.

By: Paradoxou

talesfromcallcenters: Free Talk Friday – Aug 4

Welcome to Free Talk Friday! We are suspending the usual ‘tales only’ rule within this thread (other rules still apply) meaning you guys can talk about whatever you like and let your hair down.

P.S. If you want to have a rant about something, head over to /r/callcentres as you’ll find the Weekly Rant & Rage Thread has just been posted.

By: AutoModerator

talesfromcallcenters: Are you this mean to everyone?!

On mobile, apologize in advance.

I work for a CC and our initial procedure is to get the customers contact information and THEN listen to their problem. If they start to ramble, you gotta interrupt them and gather their information.

Today calls this lady, lets call her RB for rambling bitch. I’ll be Me:

Me: Good afternoon, this is Me, how can I help you?

RB: Well, I needed help with an insurance problem, what’s happening is that… nonsensical ramble

Me: after some time I apologize for interrupting, I just need to get some contact information before I can continue to properly assist you.

RB: Ok, another 2 minute ramble about her problem

Me: I apologize for cutting you off again, I just need to get some contact info first

RB: Are you in a rush?

Me: No, I’m not in a rush, but if I don’t get this information first, I’m just gonna have to ask you all of this all over again.

RB: I thought I could call and tell my story.

Me: You can, I just need to get your contact info out of the way so you don’t need to repeat yourself.

RB: Can I ask where you’re from?

Me: (stupidly) I’m *insert nationality *

RB: Oh, it all makes sense now, so THATS why you’re so mean.

Me: I haven’t been mean to you at all, I just needed to identify your problem first in case I need to redirect you or assist you myself and then I just needed some contact information so I could properly and more effectively assist you.

RB: Are you this mean to everyone?

Me: I’m not being mean to you.

RB: Can I talk to someone else?

Me: I can assist with the type of issue you have.

RB: You’re mean and I don’t want to talk to you.

Me: I haven’t been mean to you I’m just following procedures and I have been polite the entire time, but if you still don’t want to talk to me, I’ll gladly get someone else to help.

RB: PLEASE

Me: Ok. * proceeds to throw her back in the queue *

Now she can wait another 10 minutes for another rep.

TL;DR: lady flips out and calls me mean several times because I POLITELY interrupted her twice to help her better.

Edit: added some spacing to make it easier to read

By: melodyann3

talesfromcallcenters: It’s YOUR Fault I’m an Idiot

Hello, TFCC!

I was just thinking back to when I worked in a call center last, and remembered this story.

I used to work phone tech support for a company that made small business phones. We made 2 line, 4 line, and 8 line phones, and 90% of our calls were for the 4 line phones. One such caller contacted us from a wireless handset connected to her phone.

ME = me, duh. IC= Idiot Customer

ME: “Based on what you’ve told me about the phone, we need to reset it. If you are using the phone while resetting it, YOU WILL BE DISCONNECTED FROM THE CALL. Are you calling from the business phone or an attached handset?”

IC: “Nope.”

ME: “Alright then. Press the menu button, the scroll to restore settings, and the screen should be asking if you want to reset. If so, select yes.”

IC: “Alright after thi- click

ME: “Of course she was using the phone itself.”

After a couple of minutes, my phone rings again. I look at the number, and guess who it is.

IC: “YOU HUNG UP ON ME!!!!!!!! HOW DARE YOU BE SO RUDE TO A CUSTOMER!!! I’LL HAVE YOU FIRED!”

ME: “Ma’am, were you using the phone or a connected handset to call us?”

IC: “I WASN’T USING THE PHONE. I USED THE WIRELESS PHONE!”

ME: “That’s a wireless handset that is connected to the phone you were resetting. When the base resets, the call is dropped and the handset loses connection to the base. I warned you about this before we reset the phone.”

IC: “You have to be more clear. Not everyone understands the same.”

ME: “I’m sorry for that. Next time, I’ll make sure to spend 3-5 minutes explaining how the handset is connected to the base, and why the handset will lose the call just like the base will.”

IC: “You don’t have to treat me like I’m stupid.”

ME: (to myself) Apparently, I do.

TL;DR: Caller doesn’t listen, disconnects self, then blames me for her ineptitude.

By: WaulsTexLegion

talesfromcallcenters: “Does that present a problem?”

Hey TFCC, long time reader first time poster, yadda yadda.

I work for a catalog based order service where you call in to place orders with the catalog.

It was a really early morning for me, and I hadn’t had the mystical cup of coffee yet because it takes at least 30 minutes to log into all of our systems. This was one of my first calls of the day.

RG: Random guy, the caller. Me: Your average phone jockey.

Me: Hello, you’re through to XXXX! I’m Princett! Can I take your name please?

RG: RG.

Me: Nice to speak to you, RG. How can I help you?

RG: I’d like to order an electric blanket.

Me: Great! Do you have the catalog number?

RG: No, I don’t. Does that present a problem?

Me: I’m sorry, without a catalog number, I can’t order you anything as I’m not allowed to be a personal shopper. Please find the catalog number of the item you’d like and call us back.

I still don’t know how he thought he’d order an electric blanket from a catalog store without a catalog number.

By: Princett

talesfromcallcenters: HOW DID YOU GET MY NUMBER ?

welll I work for a cellphone carrier in canada and my job consists of calling people to make sure they are satisfied with their service and change their plan and what not if they are not. I get this call more often then I should. .

ME: Hi my name is careyingtheload, am I speaking with mr.mad?

MR.MAD : yes this is so and so.

ME: perfect! its just a quick free curtosy call. im calling from cellphone carrier about you’re service you currently have with us. we would just like to make sure you are satisfied with you’re service.

MR.MAD: HOW DO YOU HAVE THIS NUMBER?

ME: I am calling from nameofcompany about you’re service you have with us.

MR.MAD: YOU ARE NOT SUPPOSED TO HAVE THIS NUMBER ITS MY PRIVATE NUMBER THAT I GIVE TO NO ONE.

TURN DOWN MY VOLUME BECASE I ALMOST LOST AN EAR DRUM

ME: no need to yell sir. nobody gave us you’re number i’m calling from cellphonecarrier and we provided YOU with that number. it’s completly normal for you’re number to be in our systeme since we are you’re service provider.

MR.MAD: BUT ITS MY PRIVATE NUMBER NOBODY IS SUPPOSE TO HAVE IT BUT ME.

now I am baffled how he doesn’t understand the concept. so I try to explain it a little slower and try to make it more easy to grasp.

ME: sir I am calling from cellphoneserviceprovider about the cellphone service you currently have with us. we have you’re number because we are the ones who gave it to you. do you understand now why we have you’re number?

MR.MAD: TELL ME WHO GAVE YOU THIS NUMBER?

ME: I just did sir. WE HERE AT COMPANY NAME* provided it to you.

customer hangs up swearing

its baffles me that I have gotten this phone call more then once. seems pretty common sence if you take a second to think about it .

By: Careyingtheload

talesfromcallcenters: “I’m So Tired of This!”

Took this gem of a call a little bit ago. My shift ends in an hour, so I didn’t want to deal with it, but had to.

Essentially, I work as a tier 2 advanced technical support agent for an ISP in Canada. I basically take calls from frontline agents looking for help, take supe calls, do programming and also call customers back. Anyway, enough about my job.

I took a call from an agent who had an irate customer on his end. The customer had a trouble appointment that essentially, a tech went out, there was an issue on the outside lines and referred it to the line or cable techs.

The frontline agent calls me and this is how our interaction went. I will be Me and agent will be A.

Me: standard intro

A: Hi, this is A calling from Site, their appointment was referred to cable and they want to know why.

Me: Did you read the trouble ticket?

A: Yes.

Me: Alright, what’s the phone number?

A: gives phone number

I read the ticket, saw that there was some sort of voltage issue, and advised this to the agent.

Me: So, there’s a voltage issue on the line that’s why they–

A: Man, I’m so tired of this. It is poor customer service. They rebook appointments without CALLING CUSTOMERS TO TELL THEM THAT THEIR APPOINTMENT’S BEEN CHANGED AND WE GET YELLED AT FOR IT!!!!!!

It’s at this point I turned the volume wayyyyy down on my headset because my ears were now ringing.

Me: You’re gonna have to calm down. This is not professional at all.

A: loud sigh

Me: Please go back to your customer and apologize for the appointment change. I will also be following up with my supervisor. It’s alright for you to be frustrated, but you don’t need to scream at someone who is here to help you. Have a good day. click

I actually did follow up with my supe. My supe emailed the agent’s center and he was given a stern talking to about respect. Just another day in the call center.

By: devdevo1919

talesfromcallcenters: Preachers Son

This one got a good laugh out of my fellow supervisors.

Finally making it up the chain from rep to escalation desk, first of MANY pissed off people

Me: -Normal Supervisor opening from a warm transfer-

Cust: I need to discuss my cable bill

Me: Sure thing sir (*pulls up account, see’s the bill being $900+)

Me: Sir, it looks to be that your bill is rather large..

Cust: Yes I know, I need the charges removed.

Investigating bill, notice 70-90 adult movies from $5.99 to 19.99, all with a watch time of atleast 5 minutes, which means I can’t refund the cash for a misselection

Me: Sir since these movies were watched for atleast 5 minutes I can’t refund the money. The bill is corr..

Cust: I’M NOT PAYING FOR THIS! I’M A PREACHER AND NO ONE WATCHES THIS SMUT IN MY HOUSE.

Me: Sir, it could have been anyone in the house that knew the PPV pin code. Have you had family, or friends over lately?

Cust: Just my son, but he’s only 14. He wouldn’t do a thing like this. Here, speak to him.

Put child on the phone, I ask one simple question

Me: Son, what is your dad’s birthyear?

Cust’s Son: 1972 same as his ppv pin code for when I watch….wrestling. Here’s the phone dad, I’m going to Brent’s house.

Me: I tell the Preacher that 1972 is the correct pin code, and the bill stands.

he does pay the bill in full at that time with a mastercard. I feel real bad for that kid..

By: jarvis52

talesfromcallcenters: Top July stories

By: Fiddlestix22

talesfromcallcenters: TFCC is looking for a new mod!

Things are pretty busy around here so we’re in need of another mod. I’m looking for someone who is active within the community and can carry out day to day tasks such as approving posts and comments, removing posts that are against our rules, and keeping TFCC spam free. If you think you’re right for the job, please send a mod mail here with your answers to the questions below. If chosen, you will be on trial for a month and assuming all goes well you’ll be an official mod after that.

  1. Which timezone are you in?

  2. Are you able to commit to at least an hour a day on Reddit?

  3. Do you have any previous mod experience on Reddit or any other site? If so, where and for how long?

  4. Why are you the best fit as a mod at TFCC?

By: Fiddlestix22