People who say being a call center agent is easy obviously never worked in customer service a day in their lives. People who work in the BPO industry face numerous difficulties in their professional lives; they work irregular hours, shrug off terrible weather, and even put their own health at risk. Dealing with rude, condescending, and ungrateful customers are simply cherries on top.
So the next time you call a 1-800 number to pay your phone bill, ask about a charge on your card, or even ask for a payment extension, try not to say any of these things because you might hurt someone’s feelings—namely the agent you’re talking to:
“Where are you located?”
Why is that necessary? Will you refuse to cooperate if he/she isn’t situated in a country of your choice?
“Transfer me to someone in the United States.”
All racist comments are hurtful and offensive; this is an example of that.
“I don’t think you can help me.”
Agents are trained to help customers. Saying that they can’t do the one thing they are trained to do—without giving it a shot—is like telling them they should be out of jobs.
“I can’t understand you.”
Customer service is usually offshored so getting an agent that speaks English only averagely is common. If you’re having difficulty understanding them, you don’t have to shove it in their faces.
“You don’t know what you’re talking about.”
If you were given an answer you didn’t expect or want, don’t assume that the agent is pulling answers out of thin air. Again, they were trained to help you.
“Can’t you go any faster?”
The agent wants to get rid of you as much—if not more—as you want to get off the phone. He/she is working as fast as he/she can; they’re not twiddling their thumbs, you know.
“Stop talking and listen to me.”
Whoa. You’re a customer, not their master. If you want to say something, cut the agent off nicely.
“You were no help at all.”
If your concern or request isn’t within the realms of reality, you can’t blame the agent for not giving you want you demand.
“You are a bunch of idiots.”
What makes you qualified to insult other people’s intelligence? If your problem is with the company, take it up with the management.
“Get me your supervisor.”
Ahh. Of course. If you’re not given what you wanted, complain to someone with a higher position. Just know that the supervisor will tell you the exact same thing the agent did.
If you don’t like being the recipient of curse words, then you better know that agents don’t appreciate them either.
Working as a call center agent or being a virtual employee is not easy. Please stop saying hurtful things and respect not only those who work in BPO but those who work in different fields as well.