Being an outbound call center agent is difficult. One has to take one rejection after another. They, too, take a lot of abuse from potential customers.
I’ve listened to a call that was sent to me, wherein the person who answered was just having a bad day. As soon as the agent asked for her name, she instantly knew it was a telemarketer. It was obvious that she hated getting calls from them or perhaps she has asked to be placed on the DNC list yet she is still receiving more calls. She decided to abuse the agent with profane language. The agent was so upset and traumatized that he decided he wouldn’t take such abuse and called her back, using the same profanity directed to him.
This call was monitored and the agent was fired immediately.
I know it is frustrating especially if you do this on a daily basis. But, whatever happens, don’t do it. Remember there are laws and people take this seriously. A simple retort will make you regret it, if you face a legal suit. It just isn’t worth it. Just move on to the next prospect.
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I agree with this. As a call center agent, revenge is not good thing to do to the consumer. Always remember that nobody is perfect and we are all different. We need to be patient.
Posted by: Support Call Centers | November 24, 2011 11:56 PM | Permalink to Comment