Sunday, March 7, 2010

HIV Infected Call Center Agent

A Statement From HIV Infected Call Center Agent

Thursday, December 10, 2009


The call center agent resigned last month.

Sunday, October 25, 2009

UK Search Policies For Residential Listings

1. Customer Service Representatives should follow the "Phone Book" Rule when searching for a residential listing. In order for someone to find a residential listing in a phone book, he or she must have an idea of the surname and the area the person lives. This means that in order to perform a residential search, the caller must have the following:
an approximate name
an aproximate location

2. CSRs can give residential listings in the following situations:
a. The surname is correct but spelt differently. eg. Smyth and Smith
b. Similar sounding names. eg. Davies and David
c. Names that are slightly different. eg. Robins and Robinson

3. Counties are allowed to be searched but it is preferable that the caller gives a specific town or city as the location. CSRs are not allowed to perform a residential search using UK as the location.

4. If a search is performed and the listing is found as ex-directory, the CSR should advise the caller it's an ex-directory listing. The CSR can confirm the details given by the caller but must not give any additional information.

Saturday, October 3, 2009

I Don't Need A Number Really!

Alice: Hello! This is Directory Assistance. How can I help you?
Caller: Not really.
Alice: What can I do for you today?
Caller: Well I don’t need a number really!
Alice: So what is it I can help you with?
Caller: I’ve got £7.77 credit on my mobile and I don’t like it so I thought I’d call you to use up some credit. Thank you!

Wednesday, September 30, 2009

Let's Talk

Customer Service Poster

Wednesday, September 23, 2009

Ask Me Anything

In 2007, our company launched a service in which customers are able to call or text and ask any question they want. Every week, we receive approximately 1000 requests for information from our callers. Here are just some of the bizarre questions we've been asked:

1. How tall is the tallest dwarf?
2. If we all jump at the same time, will the earth shake?
3. What do ghosts eat?
4. How many teaspoons in a tablespoon?
5. Why don't penguin's feet freeze?
6. Do Eucalyptus leaves that Koalas eat make them spontaneously combust in direct sunlight?
7. Is it possible to drink cheese?
8. How many beans on average are in a standard tin of Heinz baked beans?
9. Can donkeys make asses of themselves?
10. What breed of dog is Snoopy?
11. How much wood could old chuck chuck, if old chuck was Chuck Norris?
12. Where can I buy square melons?
13. Can you milk an octopus?
14. How many average hands can circle the world?
15. Do fish drink water?
16. Does a bat know it hangs upside down?
17. Where do pigeons go at night?
18. Is a peanut a dried pea?
19. Do they sell monkeys at Harrods?
20. Is a Jaffa cake a cake or a biscuit?

Thursday, September 17, 2009

New Phonetics and New Spelling

Alice: Hello! This is directory assistance. How can I help you?
Caller: I'm looking for a post office in Blaenau Ffestiniog in Wales.
Alice: Can you help me spell the town please?
Caller: Yes. The first word is spelled B-L-A-E-N-A-U.
Alice: I'm sorry I didn't get the first letter.. Is that B for Baguio?
Caller: Yes.
Alice: Thank you. Can you give me the spelling of the second word please?
Caller: Surely. It's F-F-E-S-T-I-N-I-O-G.
Alice: The first letter is F or S?
Caller: F.
Alice: Is that F for Florida in Pampanga or S for San Fernando in Pampanga?
Caller: That's letter F for fineapple juice.
Alice: Huhh?!

Wednesday, September 9, 2009

Life At A Call Center

This is a clip from the movie "Big Nothing," starring David Schwimmer and Simon Pegg.

Tuesday, September 8, 2009

Please Call Again Later!

The CSR (Customer Service Representative) is on break.

Sunday, September 6, 2009

Beware of TDOs!

Training Development Officers or TDOs are the people who give assistance to agents who are having a hard time handling their calls. They provide agents with the tools they need to complete each call successfully. If an agent can't handle a difficult call then he can transfer the call to a TDO.

Besides giving assistance and taking transfer calls, TDOs are also reponsible for the agents' compliance to company policies and procedures in order to maintain an orderly and achievement-oriented work environment. If an agent is caught violating the policies, he will be warned or issued a violation slip by a TDO. Agents who commit the same violation within the 90-day period will have their corrective actions escalated to the next level. This repeated violation can lead to termination.