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Had a call of a client requesting the funds for a payment she just made to be available on the account IMMEDIATELY!
“Of course I can help you with that! But first we MUST verify this payment!”
As part of the process we call the institution to verify the payment, so we have to place the cx on hold and talk with another agent. Unfortunately the queue for this institution was almost 20 minutes (she was NOT on hold for the whole time, I periodically came back with updates just so she was aware that we were waiting for an agent to speak with), such a nightmare, but we can’t skip the verification. After that very long time we were able to get a hold of someone and we verified the payment, now the release process isn’t too long but it wasn’t as quick as we’d like too.
After it’s done I give the good news to the cx that her funds are available, and she immediately requests to speak with a supervisor. “It’s unacceptable that you took this long to have my funds available”. I apologize and warm transfer the call.
This was such a stressful call, mind you it ended 24 minutes past my work schedule, I had severe anxiety I could barely speak, I was shaking. Had to stay a bit longer to calm down. My anxiety wasn’t as bad when I started this job, it just gets worse by the day, maybe if I had this call on my first weeks it would’ve been stressful but not enough to cause this level of anxiety. I hate it here.
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