I work as a tier 2 tech support agent for a large ISP in Canada. I am basically their mentor and I cover 3 centres. For example, the frontline agents have a question they aren’t sure of, or there are no supervisors on the floor and a customer is very irate and adamant about a supervisor, they call me.
So, today, I was taking a call assisting someone that was confused about one of our newer products when I hear this from in the background:
“OH MY F###### GOD! I AM SO PI##ED OFF ABOUT HAVING TO WORK ALL THIS F###### OVERTIME!”
I quickly and calmly ask the agent who or what was that and was informed this person does this a lot. I sent a lovely email along with a time stamp to that centres’ management team along with a timestamp of the call. They listened to it and he was written up right away.
Seriously, you’re in a call center with people around you speaking to other representitives and customers. Show some professionalism.