I was browsing some videos on youtube earlier; when I came across with this old phone recorded conversation in a local Call Center here in the Philippines. I was just a bit disturbed, how did this happen. And, why did they let this lady talk in rage for around 10 minutes long. Each specific Account or Call Center implements different rules when dealing with irate callers. But, this one wasn't just irate, this one is a very abusive, crazy lady! And, the other recorded phone conversation was all about a customer of a local Internet Service Provider. All conversations are in Tagalog (a native language of Filipinos). If you haven't heard one of these recorded phone calls, then, listen and play the CALL CENTER SCANDAL VIDEOS below at your own risk! Parental Guidance is STRICTLY advised!
CALL CENTER SCANDAL IN THE PHILIPPINES (CITIBANK)
If you listened carefully, in the beginning, the lady was a bit calm, but, got annoyed when the agent wasn't able to transfer her call to a U.S. based -Bank Call Center. She is a Filipina, who can't withdraw her money from a local ATM boot, using her U.S. issued ATM Card. This lady is crazy; the agent won't be able to transfer her to a U.S. based -Bank Call Center, because, she is calling a Local Hotline. She should have called the Toll-Free Hotline printed on her card. Plain and Simple. I was just disgusted how she insulted and cursed all Filipinos for her stupidity. This is the kind of job that we have to take each day, when we are taking in calls. Did she forget that she's also a Filipina? Or, this lady is just nuts?!
I do not know how other Call Centers or Accounts deal with irate and abusive callers. He could have warned the customer and released the call after the 3rd time. But, it appears that the lady was transferred to a supervisor or another agent. I guess, it really didn't help at all, since, the lady wants to speak to someone in the United States. Unfortunately, the agent wasn't even able to explain the situation since this lady went berserk. Well, poor lady, such a disgrace to all Filipinos. I hope you never go back in this country!
CALL CENTER SCANDAL IN THE PHILIPPINES (PLDT)
From what I understand on this recorded phone conversation. The Agent was trying to explain the network outage situation to a frustrated caller. The caller was upset, because, he can't use his Voice Over Internet Protocol (VoIP) Phone to call his relatives abroad. Hell breaks loose, when the caller got frustrated and started cursing. Then, the Agent answered her caller with a curse; perhaps she forgot to press the mute button. After she realized that the caller heard her cursing him back, she tried to revert the situation by crying out loud and blaming what happened to her caller. Perhaps, with this recorded phone call, she now learned her lesson. This is not just a lesson to the agent, but, also for Callers out there. If you are frustrated, don't take it to the agent that you are speaking with. They are being payed to help you, and calls are being recorded. What a shame to the agent and to the caller.
I guess, with all these Call Center Scandals, people will now understand more about the difficulty of our jobs. These recorded conversations can be found on youtube.com. Just imagine the insults that we can get from taking in calls from racist, irate and abusive callers. How much more, if all the curse and insults are coming from our fellow Filipinos. It is just very disappointing. Well, I hope you like this post, and, please, don't forget to subscribe below! Thank you!
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