well, i'm currently in my 5th week in training... and it's a great experience for me i can say...
i learned a lot of stuff during my 4 weeks in training... well yes it was scary at first, but i'm getting the hang of it. well one of the things i am worrying about when i would start taking calls would be the accent of some customers. i mean there are some customers with heavy accents...HEAVY. there was even one sample call where the word 'folders' was pronounced by the customer as 'boulders'! hehehe and also another would be when the customer is using his or her cellphone to contact us. the line would be kind of choppy and at times agents would keep on requesting to repeat something..
currently, we are 'y-jacking' as they would call it. it's actually listening to an agent taking live calls. we would plug these special headsets into their connection so we would here both the customer and agent talking, and also to get a chance to see how the agents are navigating the different tools that they are using in their documentation.
for now we'd just listen. but maybe tomorrow we would start typing the documentation as they talk to the customers...and maybe two days after, we'd be doing the talking (SCARY!!!!!) well i'm kind of scared to talk..well they say that you'd get scared at first and eventually get the hang of it.. but i'm just scared of making an error, or supplying the wrong information, because the calls would be recorded as that of the agent that we are y-jacking to, and i don't want anyone getting a low grade because of my mistake...right?
yesterday, one of the team leaders talked with us stuff about the industry. one thing caught my attention and kept me pondering about it even though i was already home. he said that most people would think of this job as 'pang-bobo' or easy-easy. but he says that it's not right, and i also agree. i mean aside from the talking, you'd also do documenting, escalating, and finding info and all that. yeah, it's not a 'pang-bobo- job. also he said that one of the reasons why call centers keep on hiring is because agents don't stay for long. either because of the pressure of the job, or of higher salary offers from other call centers.
ii know that being in a call center isn't part of my plans before, i mean i actually wanted to work in a hotel or resto before, but now i am thankful that i am here and experiencing this.
well wish me luck guys! i hope i can make it through this week...(and hopefully make it as a regular hehehe) i want to be here and i want to stay in this company....