Thread by @loonylovehood, THREAD.hey guys, i've been thinking. here's a few tips on how you [...]

THREAD.

hey guys, i've been thinking. here's a few tips on how you can help out your CSRs (especially those who work within the BPO industry.)

firstly, contrary to what seems to be popular belief, most of us don't make a lot of money. i think the average is abt 60k/m.

& i'm being generous w/ that average. if it's like a sales acc, obviously they'll make more w/ commission etc. but for those who work in like customer service, tech support, billing, etc it's really just the base pay & probably a really shitty incentive structure.

here's the thing, we DON'T know everything. so what's gonna happen is that ur gonna reach out to the company & find that u may be placed on lengthy holds a lot. if u called in & it's not toll free & ur worried abt ur credit, ask them to call u back.

the idea u have of contact centers is prob wrong. there's always a poor ratio of agents:support staff. these are the supervisors & SMEs who have a lot more product knowledge than the agents. many times when ur placed on log holds, it's not cos we're not interested in assisting

but we're actually trying to find someone who can help us help u. & because of that poor ratio i mentioned, we'll prob be searching for someone to help us. it takes a while to get all the right info so we don't misinform u, & isn't it better to get all the correct info at once?

if you chat or text in, & the agent requests some time to do some research for u, for the luv of money, pls don't continuously send msgs like "hello?"/"are u there?" or keep replying "okay" to every damn thing. not only are u frustrating the person who's supposed to be helping u-

but you're also making your wait time longer cos guess what? most contact centers have what's called average times for most things. so ur agent has an average handle/response time. this means that if i don't handle/reply to u in a specific time frame, my stats gets fucked.

so what do i do? i sit there & reply/explain until u finally understand. & now ur wait time as increased because ur being pushy & impatient.

fun fact: most contact centers that have a chat/text support team, the agents take multiple chats at a time. meaning, i'm actually chattin

with 3 more persons besides u, only we can't tell you that. so we have to be stretching our brains 4 ways at once. that's 4 diff customers, 4 diff issues, 4 diff personalities, 4 diff solutions to come up with (hey yes ik that's not ur business, but have a little compassion).

also, PLEASE a beg, stop call/chat in for foolishness. most companies are making stuff easy for u to do online. so before u call in, check their website to see if u can do it from ur end. use the

ft on the website if it's not immediately obvious. cos u just might get sent a

crazy right? look how u coulda dweet urself from time.

ik u'll automatically think chat/text is faster, but if ur in a rush, don't text or chat in (unless there's a long wait time via phone). 80% of the time u can get a quicker resolution via phone.

here's an important one. say the company offers a survey at the end of the interaction... if it is that the SPECIFIC agent you spoke to did not provide a bad experience, PLEASE do not go ahead & give the agent a negative review cos ur upset abt company policies.-

what you can do is, if the survey has a section where u can provide additional feedback, give the agent a decent review & then complain in the comments section of the survey. there are key words u can use like dissatisfied, loyalty, cancel, upset etc to ensure the system picks up

that one bad review reflects poorly on that agents stats, & can really screw up the little extra money that the agent would get that month.

it might not seem like a big deal, but some of us depend on that money for transportation etc, so we don't have to dip in the actual pay

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