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post #1 of 24 (permalink) Old 08-17-2007, 11:04 AM Thread Starter
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Venting.

So one of my shift managers calls me a little while ago to let me know that we just got a nasty email from one of our clients... For those of you who don't know, I manage a call center... Anyway, the client monitored us remotely last night without our knowledge and heard my moron reps doing all sorts of ridiculous things... Not following the script, not using the proper strategy, etc.

These flucking people are just flucking retards. I am sorry, but the one guy who I am now going to chitcan wasn't using the proper rebuttals and now will not have a job because of it... This is the guy who made almost $20/hr last week... part time. Now I have to climb up my staff's ass too for not identifying these issues beforehand.

I am just so disgusted it's unbelieveable. As cocky as I am, I never really look at myself as someone special at the job... however, when chit like this happens I realize just how incompetant those around me really are. Flucked up thing is, my hands are tied to a certain degree... I didn't promote these retards and I can't fire them either... My flucking HR department is so spineless it's unbearable.

I need a new flucking job.
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post #2 of 24 (permalink) Old 08-17-2007, 11:09 AM
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We need a Mudpuppy's corner here on TWF. That way we can all rant our asses off.
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post #3 of 24 (permalink) Old 08-17-2007, 11:12 AM Thread Starter
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I am going to address both shifts with lots of colorful language. Not profanity... just lotsa words like, "moron, dumbass, idiot, terminate, etc"... Doesn't happen very often, but sometimes it's needed.
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post #4 of 24 (permalink) Old 08-17-2007, 11:14 AM
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Originally Posted by Rider View Post
We need a Mudpuppy's corner here on TWF. That way we can all rant our asses off.
I thought that we had one on here a while ago, even with a member with that name?
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post #5 of 24 (permalink) Old 08-17-2007, 11:15 AM
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I thought that we had one on here a while ago, even with a member with that name?
LOL yes thats what and who I was referring to.
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post #6 of 24 (permalink) Old 08-17-2007, 11:19 AM
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Quote:
Originally Posted by onesickpsycho View Post
So one of my shift managers calls me a little while ago to let me know that we just got a nasty email from one of our clients... For those of you who don't know, I manage a call center... Anyway, the client monitored us remotely last night without our knowledge and heard my moron reps doing all sorts of ridiculous things... Not following the script, not using the proper strategy, etc.

These flucking people are just flucking retards. I am sorry, but the one guy who I am now going to chitcan wasn't using the proper rebuttals and now will not have a job because of it... This is the guy who made almost $20/hr last week... part time. Now I have to climb up my staff's ass too for not identifying these issues beforehand.

I am just so disgusted it's unbelieveable. As cocky as I am, I never really look at myself as someone special at the job... however, when chit like this happens I realize just how incompetant those around me really are. Flucked up thing is, my hands are tied to a certain degree... I didn't promote these retards and I can't fire them either... My flucking HR department is so spineless it's unbearable.

I need a new flucking job.
firing em for not following the lame scripts?? or for flocking off n bein a @ss to clients??

Reason I ask is I hate when I on a rare ocasion run into a prob n call a helpdesk etc n they read off a script n have no flocking clue wtf the are talking about. also maybe the reason I usually ask for a higher tier off the bat
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post #7 of 24 (permalink) Old 08-17-2007, 11:27 AM Thread Starter
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firing em for not following the lame scripts?? or for flocking off n bein a @ss to clients??

Reason I ask is I hate when I on a rare ocasion run into a prob n call a helpdesk etc n they read off a script n have no flocking clue wtf the are talking about. also maybe the reason I usually ask for a higher tier off the bat
This isn't inbound. This is outbound sales. The client in question requires us to enforce verbatim script adherence. The flucked up thing about it... the script works... and WORKS WELL. The job is monkey easy if you can read, have an ounce of personality, and have a decent voice...

Further, on our other core program I wrote all the scripting and it's even better than the others. My chit is mad money... It's all based off of what I used to use when I was on the phones (and script adherence was not enforced... part of the reason I rose into power so quickly... everything was FlUCKED UP.)... In an environment in which the expecation is to convert 5-10 out of every 100 customers, reps who do the right things using the tools we provide can easily convert at 20%+.

People come in all the time and want to reinvent the wheel. They want to be superstar sales people in a job in which you just need to read to be successful. That's the frustrating part for my team leaders... You provide them with something that works damn well, but everyone wants to do their own thing and just say fluck it to what's been proven effective. It makes me want to smash their ugly faces through the pretty flat screen monitors we have.

That's the problem though... I know it's the same everywhere... If everyone would just do the right things, I wouldn't have a job...
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post #8 of 24 (permalink) Old 08-17-2007, 11:32 AM
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Originally Posted by onesickpsycho View Post
This isn't inbound. This is outbound sales. The client in question requires us to enforce verbatim script adherence. The flucked up thing about it... the script works... and WORKS WELL. The job is monkey easy if you can read, have an ounce of personality, and have a decent voice...

Further, on our other core program I wrote all the scripting and it's even better than the others. My chit is mad money... It's all based off of what I used to use when I was on the phones (and script adherence was not enforced... part of the reason I rose into power so quickly... everything was FlUCKED UP.)... In an environment in which the expecation is to convert 5-10 out of every 100 customers, reps who do the right things using the tools we provide can easily convert at 20%+.

People come in all the time and want to reinvent the wheel. They want to be superstar sales people in a job in which you just need to read to be successful. That's the frustrating part for my team leaders... You provide them with something that works damn well, but everyone wants to do their own thing and just say fluck it to what's been proven effective. It makes me want to smash their ugly faces through the pretty flat screen monitors we have.

That's the problem though... I know it's the same everywhere... If everyone would just do the right things, I wouldn't have a job...
ahh ok, yea sales is diff than IT helpdesk
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post #9 of 24 (permalink) Old 08-17-2007, 11:37 AM
 
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I hear ya "kiddo"..I used to work for Dial America wayyyy back. From your description of your job title, I had a few managers like you. There's some f-nob to screw things up for the rest of the bunch. Everyone ends up paying for it! I got a job for ya hehe...In all seriousness, I wish you luck..and I hope you can find a job that suits you better hun!
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post #10 of 24 (permalink) Old 08-17-2007, 11:41 AM Thread Starter
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I hear ya "kiddo"..I used to work for Dial America wayyyy back. From your description of your job title, I had a few managers like you. There's some f-nob to screw things up for the rest of the bunch. Everyone ends up paying for it! I got a job for ya hehe...In all seriousness, I wish you luck..and I hope you can find a job that suits you better hun!
The sick part is... This job fits me like a glove. Sales, lotsa numbers to crunch, managing many people at once, fast paced, consistently changing, etc.
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post #11 of 24 (permalink) Old 08-17-2007, 11:47 AM
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Where do you work at and how many people would i have to go through to talk to you?
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post #12 of 24 (permalink) Old 08-17-2007, 11:52 AM
 
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OSP, hope you dont mind if I vent in here as well...

So I dont know what is wrong with me today but I am on my last nerve with every single person that comes in here and I am on the verge of quitting. I just cant stand having to deal with these @sshole customers coming in here with their financial problems and yelling at me to fix them when I cant do anything about it. All I can do is apologize and listen, and I have to follow policy too. I hate when someone comes in and demands that I do something wrong because int he past someone else did it for him a certain way that was against policy. NO. Im not going to do it!

Earlier this week a guy came in here asking me to do just that and I said no , I cant,and I explained to him how he was cheating the Credit Union out of thousands of dollars of interest and he just started yelling at me and all I could do is send him to my manager, which did nothing... Eventually he got to the CEO and he backed me up and told the guy the same thing and only then did the customer back down...

A woman came in who had some fraud on her debit card so she wanted me to completely close her account and open a new one. FIne... well now she has been in every day to see only me to make sure that no fraud has occured on her new account. PITA

This man just left here really pissed off because recently my company changed our name and was sending out new Credit Cards... well he didnt get his new card and we canceled all the old cards. Now he has no access to his money and there is nothing I can do about it. You know what, I dont get paid enough flucking money to deal with this chit on a regular basis. I didnt decide to change the name of the company but yet I am the one stuck with taking care of all the problems associated with the name change and the disgruntled customers.

FLUCK I WANT TO QUIT!
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post #13 of 24 (permalink) Old 08-17-2007, 11:55 AM
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OSP, hope you dont mind if I vent in here as well...

So I dont know what is wrong with me today but I am on my last nerve with every single person that comes in here and I am on the verge of quitting. I just cant stand having to deal with these @sshole customers coming in here with their financial problems and yelling at me to fix them when I cant do anything about it. All I can do is apologize and listen, and I have to follow policy too. I hate when someone comes in and demands that I do something wrong because int he past someone else did it for him a certain way that was against policy. NO. Im not going to do it!

Earlier this week a guy came in here asking me to do just that and I said no , I cant,and I explained to him how he was cheating the Credit Union out of thousands of dollars of interest and he just started yelling at me and all I could do is send him to my manager, which did nothing... Eventually he got to the CEO and he backed me up and told the guy the same thing and only then did the customer back down...

A woman came in who had some fraud on her debit card so she wanted me to completely close her account and open a new one. FIne... well now she has been in every day to see only me to make sure that no fraud has occured on her new account. PITA

This man just left here really pissed off because recently my company changed our name and was sending out new Credit Cards... well he didnt get his new card and we canceled all the old cards. Now he has no access to his money and there is nothing I can do about it. You know what, I dont get paid enough flucking money to deal with this chit on a regular basis. I didnt decide to change the name of the company but yet I am the one stuck with taking care of all the problems associated with the name change and the disgruntled customers.

FLUCK I WANT TO QUIT!
sounds as tho you need a career change
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post #14 of 24 (permalink) Old 08-17-2007, 11:56 AM
 
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sounds as tho you need a career change
I am working on it...

I hate dealing with other peoples money... if there is one thing people get the most upset about its their money
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post #15 of 24 (permalink) Old 08-17-2007, 12:00 PM Thread Starter
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Where do you work at and how many people would i have to go through to talk to you?
Due to some of my more extreme views I do not disclose the organization in which I work openly on the forum.

To get to me... in a perfect world... You'd have to go through two different levels of team leaders and the shift manager. However, I readily enjoy schooling moron customers in the law regarding do not call lists and whatnot, so if I'm around I'll grab a headset before anyone. Funny how many 'lawyers' know nothing about the law.

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Originally Posted by Mr. Pink View Post
OSP, hope you dont mind if I vetn in here as well...

So I dont know what is wrong with me today but I am on my last nerve with every single person that comes in here and I am on the verge of quitting. I just cant stand having to deal with these @sshole customers coming in here with their financial problems and yelling at me to fix them when I cant do anything about it. All I can do is apologize and listen, and I have to follow policy too. I hate when someone comes in and demands that I do something wrong because int he past someone else did it for him a certain way that was against policy. NO. Im not going to do it!

Earlier this week a guy came in here asking me to do just that and I said no , I cant,and I explained to him how he was cheating the Credit Union out of thousands of dollars of interest and he just started yelling at me and all I could do is send him to my manager, which did nothing... Eventually he got to the CEO and he backed me up and told the guy the same thing and only then did the customer back down...

A woman came in who had some fraud on her debit card so she wanted me to completely close her account and open a new one. FIne... well now she has been in every day to see only me to make sure that no fraud has occured on her new account. PITA

This man just left here really pissed off because recently my company changed our name and was sending out new Credit Cards... well he didnt get his new card and we canceled all the old cards. Now he has no access to his money and there is nothing I can do about it. You know what, I dont get paid enough flucking money to deal with this chit on a regular basis. I didnt decide to change the name of the company but yet I am the one stuck with taking care of all the problems associated with the name change and the disgruntled customers.

FLUCK I WANT TO QUIT!
Welcome to the party pal.

The good news is, once you get to a certain level you start having the power to just tell customers how it is in a less than tactful manner. I am there and dude... it feels REAL good sometimes.
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post #16 of 24 (permalink) Old 08-17-2007, 12:02 PM
 
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Due to some of my more extreme views I do not disclose the organization in which I work openly on the forum.

To get to me... in a perfect world... You'd have to go through two different levels of team leaders and the shift manager. However, I readily enjoy schooling moron customers in the law regarding do not call lists and whatnot, so if I'm around I'll grab a headset before anyone. Funny how many 'lawyers' know nothing about the law.



Welcome to the party pal.

The good news is, once you get to a certain level you start having the power to just tell customers how it is in a less than tactful manner. I am there and dude... it feels REAL good sometimes.
True... but the only way I would really feel better is if I could somehow send a poisonous gas through the phone line that they would inhale instantly killing them. Have you found a way to invent this yet?
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post #17 of 24 (permalink) Old 08-17-2007, 12:03 PM
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I think being a real estate agent would be a lot of fun focusing on commercial property, but also investing in property at the same time. Then you would be the first to know when any great deals hit the market. This way your career would be investing but you job as a real estate agent would fuel your career.
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post #18 of 24 (permalink) Old 08-17-2007, 12:08 PM
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That stinks OSP, there's moments where being in management isnt a plus!

hmmm, Mr. Pink, that is exactly why I left the field of banking...I got tired of people and their idiocy...I had reached the point where the next person who accused me of taking their money was going to get a VERY loud recital of exactly WHERE they spent their money in front of everyone else at the bank...and hopefully it was going to be one of those who spent all his time at bars and strip clubs!!!
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post #19 of 24 (permalink) Old 08-17-2007, 12:08 PM
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I think being a real estate agent would be a lot of fun focusing on commercial property, but also investing in property at the same time. Then you would be the first to know when any great deals hit the market. This way your career would be investing but you job as a real estate agent would fuel your career.

except right now the market has bombed and real estate agents are waiting tables to pay the bills!
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post #20 of 24 (permalink) Old 08-17-2007, 12:11 PM Thread Starter
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I think being a real estate agent would be a lot of fun focusing on commercial property, but also investing in property at the same time. Then you would be the first to know when any great deals hit the market. This way your career would be investing but you job as a real estate agent would fuel your career.
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except right now the market has bombed and real estate agents are waiting tables to pay the bills!
Gotta be careful with the real estate agent dream... It's a saturated job field... You gotta be REAL good and REAL lucky and know a lot of REAL rich people to be REAL successful.

You want the same kind of insider info and a steadier paycheck... Look into becoming a mortgage broker.
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