(no subject)
So I got in trouble at work today for "asking too many questions."
Like.
What?
They said that the corporation we take calls for spent billions of dollars on tools for us to use to find these answers and I shouldn't be asking my supervisor and "CQ" (assistant supervisor, basically) so many questions. The thing is, these tools don't really get us the answers we need. It's not Google, ok? You have to know EXACTLY the keyword to use to pull up anything and instead typing in random phrases until I find the right combination of words I'd rather put my customer on hold for a second and roll back in my chair to my CQ's desk and ask because then I'll know I get the right keywords to get my answer.
Let's have an example here, ok? Now I'm not going to say which company I work for, but it's a cellphone company. Let's say person A is an account holder for and account with 5 people on it: A, B, C, D, and E. Now let's say E wants to separate from that account and take their phone number with them to a brand new account. What keywords would you use?
"New Account." No results.
"Leave Account." No results.
"Change Account." Nothing.
"Changing Ownership." Got something! But... that's totally not the information I was looking for...
Fffffff.
How do I do this?????
HELP.
So what was the right keywords?
"Transfer of liability."
WHAT?
I'd never have gotten that by just typing in random words. So if the first few results turned up nothing I just wheel backwards and ask wtf do I do. Then I get the keywords of "transfer of liablity" and I can punch that in and get step by step instructions on how to do it. So much easier. So much faster. So much more efficient.
My supervisor said "stop thinking about how long the call takes. Slow down. Find the answer yourself."
I'm sorry, but I care about my customer. I actually do, as frustrating as so many of them are. I'd rather not waste time for them just so I can "find the answer myself." People don't like sitting on hold forever. Also? We get paid based on handle time, so the longer my calls are THE LESS I GET PAID. So really, getting a quick answer is better for everyone than spending 20 minutes punching in words until I hit something.
So I guess I'm gonna get paid a lot less in the future.
And have angry customers on hold forever.
Fuck.
