It's 2:13am and I still can't sleep for the second night in a row. I warn you, I'm on my third beer and (hopefully) they will make me sleep or knock me out soon (if this gets a little weird, that is the reason...just read and laugh at me). I just really need to vent.
Ok, I work in a call center. The two things I need are: A) a working phone, and B) a working computer so I can pull up the accounts. Sounds simple, right? Apparently not.
I was moved from my old computer last week that I had set up just the way I wanted it to a new computer. That happens. Ok, I dealt with it. Set up the new computer and found all the programs I needed (10 in all). The first day was fine, no problems. The second day, I started getting static on the line in the middle of calls. Normally it's a problem with the headset (mine is 2 years old) so I requested a new one. Tried a new one...then found out from my supervisor that it really isn't the headset, it's the phone itself. Ok...so get me a new phone.
They tried that...new phone does the same thing. Static in the middle of conversations when I'm trying to help these people who are calling and do my job. "Sir, I'm so sorry for the static, I'm having problems with my phone
"...how professional is that? (wait...it gets worse...)
This week it has gotten to the point where my phone is actually dropping calls, as in someone is on hold waiting for "the next available representative" and once it's connected, the caller is disconnected because he/she is unlucky enough to be patched through to me. OR, even better, in the middle of a call and explaining something, I ask the customer a question and there's dead silence...for 2 minutes...I don't know if they can hear me, but I definitely can't hear them so I have to disconnect.
Today was the worst. I got a supervisor call (lucky me, I take sup calls on this possessed system) from a woman who was upset when she first called to talk to a rep. The rep she talked to was a new hire and new on the phones so when she went to put her on hold she accidently hit the disconnect button instead of the hold button. We have all done that...no big deal. But by the time I got her, she was IRATE! The previous rep did put in her notes that it was her mistake and I apologized for her...then I had to apologize every 2 minutes for the static. I got her calmed down enough that we were getting somewhere.....when my phone went out and again, after 2 minutes I'm required to disconnect the call. Yeah, I bet she was REALLY happy.
The thing that really makes me mad is the fact that this phone/computer/line/WHATEVER the problem is has had a work order in for 4 months!!! The last rep that had that computer had the same problems and they moved her after 2 weeks. After 4 months, why couldn't they fix the lines (oh, if I forgot to mention....according to tech dept, it's the phone line into the phone, not the phone itself...found that out today...AND the notes on the work order for every day since then from Tech are "still static on the line.....
)
Oh, and I can tell when tech dept has been messing around with my computer because programs either disappear or are inaccesible. Yesterday, they got my email up after a week (something I need) but today, I have no account. 3 programs that are needed for my job are just gone. No one can find them. Apparently they have to be reinstalled which may take another 2 weeks.
Oh, but one thing tech DID do is "fix" my computer chair. Anyone who has ever had to sit on their butt for 8 hours a day knows that you don't want anyone messing with your chair. Mine was just the right height, and it tilted if you sat on the edge which stretched my back out, which I need since I have back problems. The wonderful Tech guys decided to lower my chair and fix the tilting.
Raising it wasn't a problem and luckily my supervisor knew the magic button to start the tilt thing again.
The thing is....how can I do my job if I'm constantly apologizing for not being able to hear someone every few minutes. They keep saying "we are the voices of ***". I've complained to everyone I can think of this week because it's rediculous. I really don't like my job as in the people we are dealing with but I pride myself on customer service and I will do everything in my power to help them....but I CAN'T if I can't actually talk to them. I'm about ready to try to find a waitressing job somewhere. At least there I would have at least some control.
As I warned you, it was a VERY long post....and I hope you could make sense out of it. Yeah, the 4th beer is going down good (good think I don't have to be there until 12:30pm tomorrow...oppps...today!) If you read this far, thank you.
Ok, I work in a call center. The two things I need are: A) a working phone, and B) a working computer so I can pull up the accounts. Sounds simple, right? Apparently not.
I was moved from my old computer last week that I had set up just the way I wanted it to a new computer. That happens. Ok, I dealt with it. Set up the new computer and found all the programs I needed (10 in all). The first day was fine, no problems. The second day, I started getting static on the line in the middle of calls. Normally it's a problem with the headset (mine is 2 years old) so I requested a new one. Tried a new one...then found out from my supervisor that it really isn't the headset, it's the phone itself. Ok...so get me a new phone.
They tried that...new phone does the same thing. Static in the middle of conversations when I'm trying to help these people who are calling and do my job. "Sir, I'm so sorry for the static, I'm having problems with my phone
This week it has gotten to the point where my phone is actually dropping calls, as in someone is on hold waiting for "the next available representative" and once it's connected, the caller is disconnected because he/she is unlucky enough to be patched through to me. OR, even better, in the middle of a call and explaining something, I ask the customer a question and there's dead silence...for 2 minutes...I don't know if they can hear me, but I definitely can't hear them so I have to disconnect.
Today was the worst. I got a supervisor call (lucky me, I take sup calls on this possessed system) from a woman who was upset when she first called to talk to a rep. The rep she talked to was a new hire and new on the phones so when she went to put her on hold she accidently hit the disconnect button instead of the hold button. We have all done that...no big deal. But by the time I got her, she was IRATE! The previous rep did put in her notes that it was her mistake and I apologized for her...then I had to apologize every 2 minutes for the static. I got her calmed down enough that we were getting somewhere.....when my phone went out and again, after 2 minutes I'm required to disconnect the call. Yeah, I bet she was REALLY happy.
The thing that really makes me mad is the fact that this phone/computer/line/WHATEVER the problem is has had a work order in for 4 months!!! The last rep that had that computer had the same problems and they moved her after 2 weeks. After 4 months, why couldn't they fix the lines (oh, if I forgot to mention....according to tech dept, it's the phone line into the phone, not the phone itself...found that out today...AND the notes on the work order for every day since then from Tech are "still static on the line.....
Oh, and I can tell when tech dept has been messing around with my computer because programs either disappear or are inaccesible. Yesterday, they got my email up after a week (something I need) but today, I have no account. 3 programs that are needed for my job are just gone. No one can find them. Apparently they have to be reinstalled which may take another 2 weeks.
Oh, but one thing tech DID do is "fix" my computer chair. Anyone who has ever had to sit on their butt for 8 hours a day knows that you don't want anyone messing with your chair. Mine was just the right height, and it tilted if you sat on the edge which stretched my back out, which I need since I have back problems. The wonderful Tech guys decided to lower my chair and fix the tilting.
The thing is....how can I do my job if I'm constantly apologizing for not being able to hear someone every few minutes. They keep saying "we are the voices of ***". I've complained to everyone I can think of this week because it's rediculous. I really don't like my job as in the people we are dealing with but I pride myself on customer service and I will do everything in my power to help them....but I CAN'T if I can't actually talk to them. I'm about ready to try to find a waitressing job somewhere. At least there I would have at least some control.
As I warned you, it was a VERY long post....and I hope you could make sense out of it. Yeah, the 4th beer is going down good (good think I don't have to be there until 12:30pm tomorrow...oppps...today!) If you read this far, thank you.