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Frustrated with companies training, and customers that can’t decide.

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Heyo,

In case you haven’t guessed I work in a call center. Specifically work from home. Not really relevant in this case. Anyways, on to point on. I’m really just venting here. These issues been bothering me lately. I don’t feel this is very long but TLDR at the bottom.

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**Training:**

• The way I was trained was for someone who could only take phone orders. That’s it. I was supposed to get more training but it hasn’t occurred yet. I sorta get throwing me on the phone in December to handle the wild amount of orders. What I do not get is why I still haven’t been trained on anything else. I must explain daily that even though I am the orders department I can’t look up a past order, I can’t track it, or do anything else. Lots of frustrated callers cause, no matter what queue you are in, if you are cross trained on something you are supposed to handle the call. That means they are used to whatever agent being able to help them with most things and I’ve been yelled at a time or two for “Not doing my job” by an irate customer.

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**Indecisive Customer:**

• I had a call earlier that lasted nearly an hour for her to order one item. To paint a better picture one item typically takes 4-10 minutes depending on complexity. This lady asked me everything under the sun. She also wanted my personal opinion of everything. She and I were looking at the same online catalog with the same items and description, but rather than read said description, she just asked me questions. *”How big is it?, What color should I get it in?, what color do you like?, Would you pick this on or that one?, Is this one or that one bigger?, How much will this be this way okay now check the other way please!?”* I got off the phone and legit screamed. I’m not normally one to be upset about a call running long. I’m paid by the hour after all and that’s one less person I’d have to deal with today. Though I believe you should really know what you want before you call, size, colors, designs, those should all be discussed with a friend or someone who knows you well. Why do you care what one agent likes or not. That shouldn’t influence your opinion. We were both also looking at the online catalog. The website she could of placed an order with instead of me. She could of waffled about her decision in her own time. I wouldn’t call Walmart to order a toaster I saw online then ask the Walmart employee what size and color of toaster I should get.

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***TLDR: I’m not trained as well as other agents and wind up angering customers and people should decide what they want before they call or use the website to waste their own time.***

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What do you think?

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Definitely the scariest call I’ve ever taken (TW: suicide mention)

“You are taking care of your kids and doing the dishes so you are not doing your job”