On the other side

Why one should be toned down while talking to others?


Here is the explanation:

Thanks to my assignments...

India is a budding outsourcing industry, where call centers have mushroomed in past few years.

Working as a call centre executive wasn't a reputed job from my point of view. I always looked forward for assignments which are challenging and different from the normal work.

But I have been calling call centre as a customer. Being short tempered, I have more than often even zapped a few for things like delay in statement.

For one of my assignment on a new product, I had to see what are the questions normally asked by a customer in a call centre, I paid visit to a call centre.I received a warm welcome by the manager, who introduced me to Swati, an executive with the call centre. All I was suppose to be with Swati on calls she received for next 1-2 hours.

I am all set to listen the conversation between Swati and the Customer, I am geared with my head phone, pen and paper (looks as if I was preparing for a ride to space, but never knew it would be disgusting).

Ring..Ring our first callerI was very enthusiastic to take my first call conversation.

Swati: This is Swati from XXX Call centre, this is personal loan department, How can I help you?
Caller 1: Hello XXX Call centre, I want to know about status of my application?
Swati: Sir, Can I have your name and application track number?
Caller 1: Harish Patel, I have not received my loanSwati: Can I have your application number, Sir
Caller 1: (in abusive tone): If you can’t provide loan you should have told me?
Swati: Sir, unless you give me any other detail, how can I provide you information about your loan or its statusI am losing my patience
Caller 1: (in anger): Damn your bank.. @#$%^@

I have lost my patience
Swati: (controlling her patience): Sir, you cannot use abusive language.
Caller 1: (in abusive tone): I will complaint to the police, put your manager in jail

The conversation went on and on in a loop, with more abusive language. Finally, the loop had to be broken and Swati said
Swati: (holding her patience): Sir, I am sorry I can not help further on this. Please do visit the nearest branch manager of your area for further assistance. Thank you for calling XXX Bank, have a pleasant day Sir

"gosh.." I turned to Swati "how can you bear this?". She smiled, "its just started."

Ring Ring...our second caller
Caller2: Hello
Swati: This is Swati from XXX Call centre, this is personal loan department, How can I help you?
Caller 2: Ofcourse, only you can help me
Swati: Sir, What information are you looking for?
Caller 2: Swati Can you please check my loan balance? Account Number XXXXXXXXX
Swati: Sure Sir, for security reason can I have your date of birth and communication address?
Caller2: Can I have your date of birth
(Guys stop flirting)
Swati: Sir, I repeat.. for security reason can I have your date of birth and communication address?
Caller 2: So you can come to my home?
(yuck.. how can somebody have such thinking?)

I attended five calls during my short stint with Swati. Not even one caller was good to her. Abusive language, flirt, anger, mis-behaviour - are the adjectives to describe these calls. But even than Swati was smiling. She said it was everyday's routine and she doesn't mind it anymore.

Why can't we be human, behave like human, after all the person on the other side is also human.

Thanks to my assignment, I realised my mistake.

Since then, I have been more polite to others. For I know that there is human on the other side.

What do you feel "on the other side?"

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