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An Interesting Twist On, “Yes, I’m A Real Person”

, , | Right | CREDIT: inq101 | January 13, 2022

I work in a call center. A call connects.

Me: “Good afternoon, [Company]—”

Customer: “Finally. Put me through to your manager.”

Me: “Could you please tell me what the issue is? I might be able to help.”

Customer: “No, I want to speak to your manager.”

Me: “I do need to know what the issue is so I can tell my team leader.”

Customer: “I’ve been waiting for hours!”

I’m confused. The rush ended about an hour ago, there’s been no queue waiting for forty minutes, and it’s actually been five minutes since my last call ended.

Me: “I’m very sorry to hear that, miss. There doesn’t seem to be any wait at the moment; maybe there’s a technical issue. Do you know what time you started this call?”

Customer: *Confused* “About a minute ago.”

Me: “And how long were you on hold before that?”

Customer: “About ten seconds.”

Me: “I don’t think I understand. Didn’t you say you were on hold?”

Customer: “No. I was waiting. I called earlier, but they put me on hold, so I told that woman to call me back and she didn’t.”

We don’t have a callback service, only doing it if there’s a major system error, something we’ve gone almost two whole weeks without.

Me: “Do you have the name of the person who offered the callback?”

Customer: “No, but it’s that girl who tells you that you are in a queue, and someone will be with you soon.”

I manage to mute myself before I laugh at the customer. She is describing the recorded message played on repeat to everyone waiting to be connected, a fully automated system with no recording, no one manning it, no one checking. I’m not entirely sure how I can resolve this and I know my team leader will get a kick out of it all.

Me: “I’ll need to take your name, as well, and then I’ll get my manager for you.”

And yes, even after having everything explained to her, she did still make an official complaint. We did hold a full review of the situation. The resolution was that, since the complaint was not directed at any staff members or against the company itself, we would not be able to resolve the complaint.