behavior, call center, common sense, cultural awareness, cultural understanding, customer service, customers, diversity, life lessons, manners, race relations, racism, values

Be Nice!

Von and I have made it no secret that we work in a call center. Only the name and location have been changed to protect the not so innocent. The company we work for also has a call center in the Philippines to handle things such as billing and tech issues. It’s not an unusual thing for American companies to outsource some call center operations to other parts of the world.

On several occasions, I’ve had customers erroneously call me with complaints about the advisors overseas.

‘Thank God, I reached someone who speaks English!’

‘Where are you located? I’m tired of talking to foreigners!’

‘I hung up on the last person because I didn’t want to talk to anyone in China.’

‘I want you to get somebody from America on the phone!’

Those are just some of the ugly, nasty things I’ve heard over the years about the call center employees in the Philippines. It’s not that they’re incompetent or can’t do the job, people are offended because they’re not American. They use the excuse of a language barrier, when in truth they speak fluent English, some of them with or without an accent.

Sometimes they try to reel me in to their nastiness chuckling at their own derogatory humor, but I purposely let them hang themselves with awkward silence. If you feel this way about someone who’s different from you, what would you think about me, a black woman? You’re just letting me know what you’re all about.

Call center employees take their share of abuse and I’m pretty sure those from foreign call centers get it worse. That just adds to the widespread belief overseas that Americans are selfish, arrogant, and rude. How many of those call center employees go home with horror stories about the intolerant Americans they’ve talked to all day?

If you’re not happy with outsourcing, that’s fine, but it’s not the call center advisor’s fault. They’re trying to earn a living just like you. Write to the company you get your services through. If they refuse to change, take your business elsewhere. Just don’t make your grievances a personal attack on someone who’s just trying to do their job.

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behavior, call center, common sense, life lessons, technology

Technology In Lieu of Common Sense

“Uh-I don’t know what happened. I left the keys in the car and I shut the door and it locked.  The car’s not supposed to do that.”

In my secret non-author identity as a call center advisor, this is my most common call. Be it a dealer or customer, they’re always shocked that the car would have the sheer audacity to lock them out. After decades of human evolution when it comes to automobiles and locking the keys inside, you would think that we would have learned, but such is not the case. These so-called smart keys that are supposed to prevent such a situation have spoiled us.

Shockingly, most times they never blame themselves for locking the keys in the car or in the trunk. They’re angry and disgruntled, the victim of some form of trickery that the car has played on them. I even had one admit to pulling off on the highway to take a smoke and getting locked out.

Sometimes I just want to ask: What were you doing to get your keys locked in the car? Having a car that doesn’t have a smart key, I’m paranoid about getting locked out. I’m always aware of where my keys are when I get out of the car. And if it ever happens, I have a family member with an extra set, just in case. Maybe I’m crazy, but even with technology, I wouldn’t want to rely on a machine to save my butt in a jam.

Are we being dumbed down by technology, leaving common sense and our brains by the wayside? Are we getting too lazy to think, instead relying on Apps and computers to do it for us?

My grandmother used to carry an address book the size of a Yellow Pages in her purse, which she kept with her until the day she had her final stroke. Everyone from distant relative to close neighbor was listed in that book and she even kept a backup at home. Nowadays all our contacts are stored in our handy dandy smartphones. If your smartphone crashed, would you be able to remember your emergency contacts?

The same goes for driving. I’ve seen people pitch a fit because their GPS isn’t working. I know of people who get directions everyday for their commute. What happens when you can’t get directions?

What about something as simple as shopping? Do I really need to whip out my smartphone’s calculator to figure out what my discount at Macy’s will be?

I’m definitely not against technology, obviously it’s there for a reason. But every so often, maybe you might want to warm up those brain cells just to make sure they’re working right. It may save you a long wait for roadside because you locked your keys in your car.

 

 

 

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