I work for a call center.
I am inbound only, I’m not that annoying person calling you during supper at night trying to sell the latest greatest cleaning product. Nope.
I am the one on the other end of the line when you call a company with a problem.
Yeah, I’m the one that gets yelled at all the time.
I happen to be blessed enough to work for a company that currently we do mainly data entry stuff. Our callers aren’t calling in to yell, scream, complain or gripe about their bill. Usually.
The company I work for has instituted upsells. I hate upsells. Basically on every call that comes in there will be something additional for us to try to get them to buy.
As a call center agent, yes the calls are recorded for quality. Every single call. And there are folks who listen to these calls. These folks grade us on our calls. Those grades affect our money. And can also say whether we keep our job or not.
With these new upsells, my company has instituted another new policy, one that says if we do not try to do the upsell, we fail our call. There are a few reasons why we don’t have to make the attempt at the upsell, but even those are rare.
Tonight, my boss and I graded one of my calls.
The gentleman calling in began the call screaming at me. He was ticked. I understood why he was upset, and it so happened to be related to the upsell that came up on his call.
The upsell wanted me to push the guy and try to talk him in to the very thing he was calling in to complain about.
I declined to do the upsell.
My boss pretty much brought me to tears over it.
I told him, I was not going to try to sell him the exact thing he was calling in to complain about. That would have just made him more irate, causing him to yell more, scream more, and quite frankly I didn’t want to hear it. So, one of the reasons we can not do the upsell is if a caller is irate. I marked that he was irate and the reason he was upset.
Supposedly that gets us off the hook.
Guess I was wrong about that.
I failed my call.
Because I refused to do something that would make an already unhappy caller, even more unhappy.
That’s why you get so many pitches when you call in to a company.
Don’t blame the one answering the phone.
Blame the suits who think its a good idea.