I think all call center CEOs and owners need to take calls for a week just to see what their agents go through. Maybe then, they will have more empathy and improve the call center industry a bit
jajajajaja have u ever work in a call center???? do u know how is that some person calls u to scream u and u don't have the falls for anything that's crab
Huevos con Tocineta first of all, I have been working call centers on and off for about 10 years. I am actually presently working at a call center before I start back to school in the fall. Second of all, what exactly was your question?
Yep, his comment didn't make any sense I totally agree with you Alisha, call center owners, managers and CEO's should take calls at least during one day so they will remember how it really feels to be behind the phone a 9-10 hours shift
what i tried to say that almost all the manager or supervisor started receiving calls and u know work there is a mess it is not a job at least that u wants to be manager to be all the life that's a awefull job and i saying this because a had worked several times on diferents call center and the last one that i keep working here it's the worst
LOL so true.... call centers are awful. I hate my fucking job, its really too bad I'm stuck at my current piece of shit job until I can find a better one that actually pays me what I'm worth, while my college degree collects dust and I can barely afford to feed myself. That president was a total cunt.
@@mrtwister9002 I know you wrote this 2 years ago, but if I can make a suggestion...Find a trade...I used to work at a call center and I decided to become an electrician in new construction new residential homes. It's good money, you are respected, no one looks at the clock to see how long you're at the bathroom or if you took an extra 10 minutes on lunch. I work a flexible schedule, have a company van, don't have to pay for gas. Life is good. Save yourself...You are better than you think!
He took two calls. Now he can go back to his cushy office and give himself a bonus before he takes the rest of the day off on his yacht after a hard day. Meanwhile, the call center agents get a half-hearted verbal pat on the back after a two minute interview, and then that’s it.
STFU. Why be a CEO if u cant treat your employees right? Check the turnover rate of this company. Dont be surprised if they lose contracts or go out of business bc of poor training, management and environment. CEO my a$$
the problem here is that he told the customer that he's the president. Don't let them know that. they will treat him differently than the do the rep. this doesn't help him get any insight when he let them know his position. and that man was as calm as a cucumber compared to the rest.
I've worked in call center's all my life. The trick is to get drunk right before your shift starts. NOT TOO DRUNK!! But just drunk enough that it eases the pain of working at a call center. :) Thumbs up if you agree!!
He thought the 2nd call was angry and foaming at the mouth?! Um, no. That was a walk in the park. I do like how he noticed how your mind, hands, and eyes have to all be "on" and working to get the job done. PLUS you have to say the right things, ask the correct discovery questions and remain empathetic and calm. It is multi talent for sure.
The day I quit this job and find something better is the day my blood pressure will lower. I just don't know how long I can last. I'm only 24 and my barber noticed GRAY HAIRS.......damn it man....
Start searching man, it's not worth it! I know it's easy to get "comfortable" in our misery, that feeling you don't have to hurry to find another job because you already have something...
Emanouche That is EXACTLY what I am feeling right now >_____> I need to get up out of this place man, I'm even afraid to say the company I work for in public man. I get triggered because folk gonna ask me all these questions and b*tch to me and I ain't even at work or on the phone. Nah fk that, time for a new job man.
I worked in a call centre providing legal advice for almost a year. I will never work in another call centre for as long as I live, one of the most stressful, mentally draining and underpaid jobs ever. Management were twisted, too.
When he said "President of the company" I was like WTF... the dude doesn't even know how to use his company's tools ? I work for a call center, and the CEO started as an operator too .. she buys and tests all the software herself, how does this guy doesn't know ?
and they "casually" chose a cute girl for the video. and a couple of easy calls. I would love to see that man's face during an escalated call. one of those calls that take the agent to the edge, dealing with someone who's actually angry. that man would cry while "Adriana" is on charge of cleaning the costumer's own mess.
He would probably 💩💩💩💩 in his pants and ran out with the escalated calls. Because these caller can put you into a losing your job mode I'm not kidding. So bad
@@glow1815 Yup, it is SO HARD to hold your tongue at times. You just wanna really lace into the asshole customers. I would too if QA wasn't listening. Every day I become, more and more demoralized and less motivated to help customers and I intentionally don't meet my metrics because I just don't give a shit anymore. But, I will take their pittance of a wage while I find a real job.
That President was happy to sit next to a cute young girl with a great smile. He also looked like he couldnt wait to get the hell out of that torture chamber. You know he lives in a big house has a brand new car and plenty of disposable income and does no "real" work all day everyday. And that poor girl takes verbal abuse on a daily basis from customers and probably lives in a small apartment with a loud barking chiwawaw has an overpriced cable and cell phone bill, drives an economy car and shops at tj max. That's America.
when the caller cursed at him he immediately shoved that he's the president...imposing priveledge just to save himself from humiliation...now the president knows how hard it is to answer calls
The president of the company would have failed my QA score. So would the agent. They never validated the account, showed empathy or offered additional support!
"I don't know how you do it, I'm just glad you do so I don't have to and can sit back and rack the millions while you get paid 12$ a hour to get screamed at all day."
I’ve worked in three different call centers and I’ve never seen a CEO taking calls, that would definitely help to improve the way calls are handled and also facilitate the work for the CsR and will eventually create more customer service satisfaction, kudos to that president for taking the time!!
That guy is so clueless, that I'd actually consider it a personal insult, if I worked there. The president at the company having so little of an idea about what his front-line staff actually go through. Those Agents are the Face and Voice of your company. Show them some appreciation. A good way of doing that would be to take 100 Live Calls, Solo. In the exact same circumstances that you expect your Agents to work in. That means no saying you're the Pres'. No passing it off to the person next to you. And certainly no letting your managers who you really are, so that you get the same shit your agents get from Managers and Team Leaders, when you inevitably fail to meet the very standards you yourself set.
Call center job is absolutely not for those soft hearted. It compose beyond extra mile patience, knowledge, professionalism for you to be a Great Customer Service.
I work for a bank, for a call center. Luckily, I get to work from home. And at my age, I could care less if you scream and curse, or try and drag me into the personal hell you've created for yourself. I am a large gray rock. My life goes on, while you, meanwhile, dear cx, remain mired in your own misery.
I like that the owner decided to sit in with his employee(s) to see what type of customer calls his employee(s) endure. And how the employees handle the customers.
I always try to tell my sup you need to start taking calls again so you can see what we go through bc calls are different from when you took them 10/20 years ago
It's PR bullcrap, I've seen other CEOs do it too. They do a few hours, make sure they are filmed by the cameras, edit out what they don't like, they don't care if they mess up the calls and there is a real employee that is next to them to pick up the slack when they inevitably screw up. Then they go back to the clouds above us poor mortals making 300 times our salary in one year.
As for the rushed talking and actions I'm guessing that the past agents were very concerned about average call time . This is being monitored and measured for call metrics
It always makes me nervous when the people from headquarters comes and listens in on my calls. I know they aren't there to see if we are do everything right in a technical sense but seeing how we interact with customers but still.
The girl looks so nervous.. I use to work in a call center ma manager sat next to me once I extended the call for 1hr he just left 👈 ma manager gave me signal to wrap the call I ignored him and placed call on mute and advised him not to disturb while I am on call..
Actually, I'm from Philippines and I'm a call center agent. I really enjoyed my work. I know it's a hectic job but what I really like about it is that our work environment is incredible. You just gotta find the environment that suits you. And proud to say that our company is the Top 1 best support center for AT&T.
Audric Williams They needed to restate what the customer said, show empathy, and put the customer at ease by letting them know you will be happy to resolve the issue.
People, call centers are WORST than this, it is NOT a friendly environment and managers are the worst part of working in call centers, i hope that this CEO makes something to makes his employees happy.
The next day Chuck Harris decides to visit the call center in his new Lamborghini Adriana sees him and says "wow thats a nice car" He replies "Thanks Adriana; if you keep working hard, putting all your hours in, and strive for excellence, I'll get another one next year"
It seems nice that he did this but if you’ve worked in a call center it’s kind of a slap in the face. It’s two easy calls where he used his position to change the tone and attitude of the customer. He didn’t listen to the first persons problem and made them repeat what they said, didn’t empathize, mentioned someone else was on the line, and handed the whole call off to someone else. His tone and his lack of customer service would get him written up so fast. I don’t think he could pass training. Again, these calls were easy. None of what happened was hard. If he thinks a customer being frustrated is hard then he has never worked in customer service or understands what that kind of job really entails. If you’re going to do this kind of video, do it right. Take an actual call like everyone else. This isn’t how call centers work. This makes the job look easier than it is.
When they want us to handle calls in under 8 min 30 seconds.. I think they need to show us they can do it first before implementing those type of metrics.
Well call centers are like the best place to earn a descent money for the ppl who have tough times and for students as well we're one can pursue his/ her education by correspondence without being a dropout.......
Wish We had that kinda president .. just feels good if someone who is higher in the hierarchy to come and sit with u .. do what u do. Get an understanding of how u do it and the challenges u face each day . .
Well if you are running a bank process in your contact centre how can you allow papers on the floor where agents are taking calls. You have to follow a strict paper less policy as per the client Parameter . Coz in this case the banking information of the customer can be at risk .
Side barging with the president of the company? That's a good idea 💡! For him to know how screwed their system is.I eat all the cursing coming out from my headset every single day!
I enjoy this work, I've learnt to deal with different customers, irate, illiterate, nice, slow, fast, all knowing, l can handle them very well, it's not a difficult job when you know the product very well and don't take what irate customer say personally, it is not you they're mad at but the product or company
I was able to handled callers under that brand of card Skylight - Paycard before and our QA, SME's, Managers and Business Director keeps on reminding us not to forget to ask important informations like names of the callers for security verification process.
I have been working in a call center for 2 weeks, and I feel so bad because I'm having problems to understand my customers, but WOW He is the CEO and He has no idea what his company is doing 0_0
Actually he's really cool and calm, if he become your boss you don't need to have empathy, build rapport and just say "alright, thank you for being a customer!"
I'm a CSR for a company contracted with the federal government and let me say....this President is on the right track. Good to see him taking some of the anger and frustration his CSRs deal with daily.
If Adriana was my work buddy, I’d instantly go into work smiling knowing I’m working next to someone as pretty as her.. but then find out she has a 6ft 5 boyfriend that makes triple my annual income and is well endowed than me and then I’d feel like crap afterwards knowing that I’d just be spinning my wheels at work and then a few months in, find out she has transferred to another department.. I got a lot of issues🤔