The Call of the Week

As previously stated, I am a proud worker of Social Agency. Our call center has had a lot of FTE (full time workers) fourloughed because budget cuts. So of course it is impossible to have better client service with fewer employees. Then during the week we have had problems with the trunk lines leading to call center. To make matters worse, the agency has been developing a new program to search for imaged documents.

Well I had an 18 year old, who has never had a job, never had to deal with the public, never been insulted by clients, give a hand full or so she thought. I have been on the phone for 20 minutes and I was hung off on. I explained we have technical problems we did not hang up on you, our system is working at a higher rate than it was ever intended. The she said and I had 10 wait 15 more minutes. (I was thinking holy cow Batman, only 15 minutes, it is normally about 35 minutes for the average wait time).

Then she said, I faxed documents 30 minutes ago and I want to take out the income. Explain to her that even on old system documents are faxed to a fax server, the images are down loaded, imaged, then profiled and then uploaded into the imaged case file. Well that was too much for this immature, stupid, rude, belligerent client, she demanded to speak to a supervisor. Before I could transfer the call I heard a supervisor say, I was monitoring the call. The client then got mad because we do not have the right to monitor calls. Of course we do, we do and we state that fact when the persons calls our number.

When asked how the supervisor could help, the immature bully said, ough, augh arge and several other words that I have never heard from my articulate client and silence on the line.

I wish that clients could here calls, good call, irate calls, just a normal mixture but of course it would not teach this unteachable fool manners.

Nows its the weekend, I hope that all have a great weekend.