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First Call Stories

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I’ve been reflecting as part of my adjustment to life after call centres and I just remembered my first ever call. It was broadband tech support circa 2003, the fastest broadband you could get was 1.5meg, there was no such thing as an information centre and not really any pre-prepared answers to the queries as the equipment could have any one of about 100 issues and they all needed different fixes. If the floorwalker couldn’t help you, you’d have to find the answer on the internet or trawl through manuals.

I was nervous beyond belief and I put it off for as long as I could – I was the last on my training group to take their first live call and I’m probably autistic so communication is not a natural talent of mine. So there I was with a headset on feeling like a complete prat and… \*beep beep\* so I answered. The customer had a very heavy accent and it was a pretty bad line so I did my initial questions… what are the lights on your modem doing? (normal) What operating system are you using (Windows)? Click on so and so…so and so is not there. We try somewhere else, no go, and somewhere else, same. Eventually it dawned on me to ask what language his computer was in. Spanish. Ah. Can’t speak Spanish. Wouldn’t be allowed to speak Spanish even if I could, but more to the point: Foreign language Windows may be set up differently to English. Bugger. Can’t help.

What’s your story? Is it funny? Were you nervous?

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What is the most uncomfortable call you’ve taken?

I got fed up🤷🏽‍♀️