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Best. Tech Support Call. Ever.

, , , , , | Right | CREDIT: Boobel | August 4, 2021

I work for an online gambling firm. Rather than having loads of varying departments, we try to resolve as much as possible with one agent to create a better customer experience to save transferring customers.

On my first day, I am listening in on someone taking the calls. A technical call comes in.

An elderly lady is calling up because her screen is flashing lots of different colours and is making a lot of noise, so she had to turn the sound off. The agent asks what she has been doing, and she starts navigating around the account details as the lady is detailing what she sees on her screen. She describes what sounds like a broken monitor, but it’s only just happened.

It sounds like the lady puts the phone down on a surface for a moment as we can hear her, muffled, in the background. This is when the agent I’m listening in on starts to go white. She taps my hand, and on the screen, she has highlighted the balance of the customer’s account.

It’s £297,000.

Immediately, the agent throws her hand in the air to alert everyone of a big win. People start crowding around the desk. I feel SO pumped.

The lady comes back onto the phone.

Lady: “Sorry, I went to get my glasses.”

Agent: *Very calmly* “I think I have found the problem, but I need you to turn your sound on.”

The sound is duly turned on, the agent hits the speakerphone button on her terminal, and we all hear the sound of party poppers and general celebration sounds. The flashing screen and the sounds were the notification that she had won a progressive jackpot. The agent asks her to sit down.

Agent: *Still calm* “You’ve won £297,000. I have never been so happy to confirm that there is no technical issue.”

The lady is quiet for several seconds before shouting:

Lady: “’Albert, quickly come here! ALBERT, ALBEEEERT!”

A senior agent took the call and arranged to get the funds sent out.


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