Training....
The Classroom...
As with any job you must be trained, if not, how would you do your job? We here at convergys started with a 2 week in class training learning about our job. We didn't get much hands on learning, which I much perfer. After our 2 weeks of being in a classroom setting we moved over to a different room and started taking live calls. My first day I was rather scared, how was I going to do, how was I going to handle angry customers, would I be able to do the job or not. Well, that day has come and past and I think I did okay. We have two days in a classroom of taking calls before we move to the floor. The second day in the room went by slowly, finally I decided instead of being paired with someone I would go it by myself. You know what happened? I left someone on hold for 11 mins!! I was so embrassed to have done that, how could I not notice they were still on hold? Actually, my phone had showed that they had hung up, then my trainer had said....."Denise, you have someone on hold for 11 mins" I quickly took them off hold and apologized for having them on hold for that long. They were alright with it and we took care of the issue and that was that. Well, the classroom part is over and we are now on the floor.
The Floor....
Today was our first day on the call center floor. No longer are we in our little room, but we are surrounded by at least 150-200 fellow agents. Talk about being nervous! We took our seats in the nesting area, also more commonly known as the transition area. We logged into all of our programs and phones and then at 2pm we went live. I listened as my fellow agents took calls all around, as I sat there. After an hour passed and I had not gotten 1 call I started wondering if I was logged into the phones, I checked and double check. After about another 45mins I finally recieved my first call! I was in the slowest market that we have, and then my first call was an upset customer. He was mad because his credit card payment in our autopay system didn't go through. When I pulled up his account I noticed that it had been declined. I asked my trainer why this could have happened and he said there were many reason, ie...incorrect information, over the credit limit, etc. When I returned to the customer he wasn't happy to hear these reasons, it had to be our fault and we should correct it. I let him know that he should verify online that the information was correct, and if it is to call his credit card company and ask why they would decline the card. This was something he didn't want to hear. He thought that he had hung up, but he didn't. So I listened as he was complaining about my service and how terrible it was, because he didn't get the answer he wanted to hear.
And then after that call I was transferred over to another market and things went pretty slowly from there.
So there was my day, not so bad, or not at least as bad as I thought it would be.
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