in

Finally got a Karen but was spared her wrath.

Surprised I didn’t have any serious Karens call until day 30 of my job. A few idiots, sure, but not Karens. I only know the date because this is a summer job, and I keep track of all my calls just to see how busy it is. Also, obligatory mobile alert.

So I help give people generic information or advice on the federal aid that Canada is offering because of the pandemic. Generic info means I don’t know or have access to people’s information, accounts, anything. I know how to respond in general situations, but I can’t change anything about people’s reports, details, etc. But I have several numbers to give clients in the case of them needing someone who can look at specifics.

One other thing to note is all us summer student employees are working from home, and (I don’t know if this has to do with that or not) I literally can’t forward anyone to any higher up. All I have specifically focusing on me is a team leader who only really makes my schedules. And (one thing I had hoped to use on a Karen one day) I can’t transfer them to any higher ups, because I basically have no higher ups. Just the team leader and people who know more information than me who I’m strictly not allowed to give their number out.

Anyhow, I am awaiting a call (most calls I’ve had in my 7 hour workday, excluding my two 15 minute breaks and half hour lunch break, is 13 calls a day), and I finally get one.

(Speech isn’t exact quotes, because I can’t be bothered to remember speeches on the phone, but you’ll get the gist of it)

Me: G33kyArmy speaking, how can I help you?

Karen: Hi, I had called this number to ask about booking an appointment. I don’t have a computer, so I called this number and someone was able to email a Service Canada agent about calling me back to talk about claiming E.I. They did call back twice, but I missed both calls, so I decided to call back and get that sorted out.

Me: Alright, ma’am, do you mind telling me what number you called me from?

Karen: … okay, it was the [Service Canada number that is supposed to go to E.I. but at least one line will transfer to us for reasons I still don’t know].

Me: Okay, I would advise you to call that number back, because one of the options you can select redirects to us, this call center focuses on general information regarding the benefit, we don’t have access to accounts or details, so you should probably call them back, select a different option, and you should be able to reach an agent who could help you.

Karen: I called this number, and an agent was able to email Service Canada on my behalf with my name and number and have them call me.

Me: I understand that, but I have never been told that I have the ability to do that. (Also, I don’t know anyone who works for Service Canada, much less emails, I don’t even know my own co-workers because we work from home)

Karen: Is there a supervisor you could ask?

Me: I’m sorry, we’re all working from home, and I don’t have the ability to transfer anyone anywhere. Again, the best thing I can advise is you call the number again and try a different option to reach an E.I. agent.

Karen: Last time I called this number, someone emailed them with my name and number, I didn’t have to give my social insurance number or anything. But you can’t make appointments over the phone, you have to do it online. And I don’t have a computer.

Me: I understand, but I haven’t been told I’m allowed to do that.

Karen: So what is the main number that I can call- not the one that has a three hour wait time? But the main one.

(You don’t think the main one isn’t the one being overrun with stressed out people in the middle of a pandemic, Karen?)

Me: The only number I can give is (the Service Canada number)

Karen: Oh my God, that is *so** unhelpful! Goodbye!* [hangs up]

So thankfully Karen decided to not take her wrath out on me. I don’t know who she’s going to call, but if she does decide to be patient and call the number again, I feel bad for the agent who gets her. I would have made an attempt to hold onto the conversation better, but she was mostly put together until she got to the “main number” deal, then she Karen bombshelled me. Though, in hindsight, I should have seen it from the “can I speak to your manager” equivalent.

Although my next call was a sweet old lady who was very polite (called me “dear”, that kind of thing), and was a refresher after Karen. Made me smile.

submitted by /u/G33kyArmy
[link] [comments]

What do you think?

Leave a Reply

Your email address will not be published. Required fields are marked *

The Last Straw for me

No noise policy