Some BPO employee here, you guys already knew how to deal with those people who sometimes isusumpa mo nalang. Like we are just doing our job but there's really a caller who will literally threat you, warned you, and for God sake that caller will threat the contributor's life.

Eto, this is one of my example when i am talking to a one of a caller or a customer. Some of them are rude, some of them are not. Alam mo yung mapapasabi ka nalang na, ang swerte ko kung ito yung kausap ko. Just saying, example in one day you take 70 calls or more than that. Then ngayon iyong masasabi ko sa'yo most of that ko irate customers, alam mo yung hindi kapa nakakapag opening still biglang may bubungad sayo.

If my customer are irate, i'm muting my avaya and then sasabihin ko na lang, "sandali lang kalma muna, wala akong kasalanan dito."

Like, what's wrong with your people? Excuse me i'm just an agent here who's answering your questions and helping you with the issue. I don't have any idea about the contributor, the delivery area or whatsoever it is na connected sa work ko.

So this time, let me share the life of being a call center agent. But this article, is about what kind of callers do I receive the most.

Okay so let's start.

The Kalmado

• Well sometimes kung swerte ka, makaka receive ka ng mga call na sobrang kalmado ng kausap mo, yung tipong makikinig sa sasabihin mo tapos kapag ok na mag tethank you sila. Pero this kind of callers is so rare, most of them are so demanding. Hindi ko sasabihin na lahat, but yes most of them are so demanding.

Sino yung tipo na customer na makikinig sa mga paliwanag mo, hindi kanina pa pangunahan unlike sa ibang makakausap mo na hindi kapa nakakapag opening spiel bigla bigla ka na ng pagsasabi ng kung ano-ano. Syempre as an agent, i can't speak rude or i can sound rude during the call. Kasi diba even if they are disrespecting you, you should still respect them. Agent tayo eh, this is part of our work.

The Yes Or No Customer (Demanding hmp.)

• This is the type of customer, where they will not allow you to speak. Just like kaka opening spill mo lang, hindi pa nga nila na ibibigay yung phone number or yung other information na kailangan mo tapos bigla bigla kang bubungangaan, magsasabi na nang walang kwenta yung serbisyo nyo syempre tayo as an agent nakamute tayo, diba tatanungin na lang natin yung self natin na did i do something wrong ba?

So ito nga, yung scope na handle lang namin, is about delivery and vacation, nothing else. Pero there are times na because of the split caused by mary receive dami na tawag from the billing department, retention department, or kahit digital and web support payan. I receive a call from a customer like this, the issue was about billing. Nanyare to last week lang, last day shift ko and it was friday.

Imagine, she was asking me about the balance that you have. Nakita ko wala siyang bayad simula march ano na ngayon pag july na di ba? Syempre yung utang niya, lumaki na ng lumaki. So ako naman ito todo explain, pero alam mo ayaw niya ako ipaexplain, yung gusto niya sagutin ko lang nag yes or no yung tanong niya even if yung question was not connected and not answerable with yes or no.

After ng mahabang discussion na lumabas na sa AHT ko, sabi niya "ok then transfer me to billing", nong transfer ko na sya sa billing, yung sunod na na highblood yung agent rin na kausap niya which is yung part ng billing. And then nagtanong siya sabi niya "sino dito si ano?", Syempre nagtaas ako ng kamay sabi ko ako po. Tapos nagreklamo na siya, sabi niya yung transfer ko daw sobrang ma attitude which is super pabor naman ako kasi totoo naman maattitude naman talaga siya.

The One Who Don't Want To Hear Any Sorry.

• Ito, itong kustomer na ito hindi mo malalaman kung sinisisi ka ba niya o ayaw niya lang talaga na nag sosorry ka kasi hindi mo scope yung part na nirereklamo sya. Sila kasi yung tipo ng customer na kapag nag sorry ka, sila sa'yo huwag kang mag sorry kasi daw wala ka namang kasalanan. Kasunod nun, hindi mo maintindihan kung sinisisi ka ba kasi isa ka sa sumasagot at nag take ng calls nila.

May ganitong customer kasi, ayaw niya na nag sosorry ka pero parang sinisisi pa sayo yung part na hindi mo naman scope or hindi naman bahagi ng trabaho mo. Minsan o di kaya sabihin natin kadalasan, andyan yung part na sisisihin kanila dahil lang doon sa bagay na wala ka namang alam. Tapos kapag humingi ka mg tawad, sasabihin nila don't say sorry daw kasi ganito ganyan. Diba nakakaiyak?

The One Who Don't Want To Give Their Information.

• Sa totoo lang dito hindi mo malalaman at hindi mo maintindihan, kung nanggigigil ka ba o naiinis, dahilan doon sa mga ugaling meron sila. Ikaw ba naman, paano mo sila matutulungan kung ayaw nila ibigay yung information nila para makuha yung account nila? Sasabihin pa sayo na dapat alam mo yung information na mayroon sila kasi sila yung tumatawag saatin.

Minsan nakakatanga yung mga ganitong callers, galit sila kapag hindi mo na tulungan samantalang hindi naman nila binibigay yung information nila, paano mo sila matutulungan?

Sa totoo lang, sobrang stressful maging agent. Sobrang masusubok yung pasensya mo at sobrang susubukin yung unawa mo. Pero sobrang nakaka enjoy naman, lalo na kapag yung kausap mo matanda at nagkekwento ng talambuhay niya.

So far, eto muna ibabhagi ko. Saka ma yung iba heheeh.

Final thoughts

Di ko alam kung tatanga-tqnga ako o ano eh, bigla akong nadulas sa pinto ng cr pagkalabas ko, ang hirap tuloy iapak ng paa ko sa sahig. O sadyang dakilang tanga na talaga ako?