Devoted to the call center industry, the agents on the phones, and their managers

This is from QA Queen:

Okay. I was getting ready to post this on my blog, but I'll post it here, too. :D

I was listening the other day to one of our new hires. Now, this girl is genuinely sweet, really cares about the customers, and gets upset when somebody cusses her out.

She had just gotten off the phone with a guy named Bob. 15 minutes pass, and a call rings in to her phone.

"May I have extension 4567, please?"

CSR: "Who may I say is calling?"

Note: at this point, I knew this was the same customer she was talking to earlier, and I knew that 4567 was her extension. I'm sitting in my cube thinking, "Oh, no. Please don't do it. Please don't."

Customer: "This is Bob."

CSR: "Hold one moment while I transfer you."

Me: "She just transferred a call to herself. Hoo. boy."

A few seconds later, the phone rings back.

CSR: "I'm sorry, but he or she is on the other line right now..."

I flung off my headset and nearly mowed down another CSR to get to her.

Me: "4567 is YOUR extension. You talked to him a few minutes ago: he's calling back for you."

CSR (turning beet red): "OH."

She remembered then, and thankfully Bob was still on the line, so she was able to help him. I walked back to my desk, laughing so hard that I was hyperventilating.

I'll give her 100 points for form (technically, it was a beautifully executed transfer), but still...