Agent takes call for the 1st time
share ko lang yung nangyare kanina, those trainees from PST nag side-by-side wherein they’re gonna do the talking tapos kame mga agents magna-navigate . eto ngayon
agent: *tapos na mag verify* so how may I assist you today ?
customer: I want to cancel the service .
agent: and would that be ok if I ask for the reason why ?
customer: cause I don’t really use your service that often
*pagkacheck namin prepaid subscriber pala*
Ako: *pabulong* inform the customer that since this is a prepaid line, she don’t need to top-up w/in 90days, line will automatically be cancelled .
agent: *utal-utal pa* well ummm .. it seems that .. da-da-da-the line is a prepaid line so you just don’t-aaah need to top-up within 90days then the line will automatically be cancelled
customer: *narinig ata ako* it think you’re new, can you pass me over to that person who is telling you what to do ?
syempre gulat ako .. narinig pala talaga ako eto sumunod na dialogue ni agent ..
agent: no ma’am, there’s no one beside me, I think it’s on my headset .
Hagalpak tawa namen dalawa nung isa din na naka side-by-side eh ..
End of Story
Trainees usually have mock calls before they are allowed to take in calls. They usually have the trainers or other resource people take the role of the customer so they can apply the things they learned in training. This is where they get to use the tools, use suggested scripts, and learn to multi task. For the scenario mentioned above, it seemed like the customer was experimented on. That should not be the case. As much as possible, Trainees should be at least well versed with the products and services they offer, before they even take those calls. While companies have floor walkers or tenured agents helping out these trainees when they get to the production floor. Emphasis on learning should be the top priority.
“This is because if the fundamentals are not strong, these agents won’t last long.”
They will most likely struggle in passing their metrics or scorecards in the future.