Mandee

Digital Chat

I had the opportunity to sit with our digital chat guys today. I found it very interesting. They do very much the same as what I do but they do it online whereas I’m on the telephone. Customers can chat on the net to one of our agents, and get questions answered about the policiesContinue reading “Digital Chat”

Open Plan

My call centre is all open plan. There are no divides between each person. We sit on bays that have 3 arms – a bit like the Isle of Man legs. There are 4 people on each arm. Then there is a team manager and a team coach, both of who sit at the endContinue reading “Open Plan”

Gas Central Heating

Gas central heating and boilers seem to be the most singular things that confuse a lot of people. Not everyone – there are those who know exactly what a boiler is, and all the details. It’s very refreshing when these people call in. Every single day we get a least one person who calls inContinue reading “Gas Central Heating”

Questions

When a customer calls in to us they hear an IVR recording before they get through to an agent. It tells them the company name and gives a bit of information about the company. After this they get through to an agent who proceeds to answer any queries they may have. Answering questions is anContinue reading “Questions”

Long Weekend Over

Well this lovely, long bank holiday weekend has now finished and I’m back at work. And of course today was crazy! Call after call after call. Some pleasant, some downright awkward, and some unbelievably stupid. I also had a few people trying very hard to hide their accent and speak in a posh voice. WeContinue reading “Long Weekend Over”

Good Times

We had a great team motivating session a few days ago. Played jenga, hangman, bingo, drew a portrait of one of our colleagues and wrote a poem. We had to take calls as well – just the odd one or two. It was a lovely day with a lot of laughter and friendship. I wonContinue reading “Good Times”

Getting The Name Right

When of the worst things about working on the phones is that you can’t always hear the name of the customer correctly. This can happen for a number of reasons: The sound is sometimes quite when you first answer the phone, the line is distorted, you can’t tell whether it’s male or female, there’s aContinue reading “Getting The Name Right”

Will It Change?

A customer called to ask the details of a particular policy. Turns out that his property was not suitable for the policy in question, so I explained this to him and gave him the details of a more suitable cover. He then decided to ask me whether the policy would change if he bought it.Continue reading “Will It Change?”

Children

A lady phoned me today after receiving a mailing from us about one of our policies. I could hear her children crying in the background. It also sounded like they were being smacked. They were crying properly, not the moaning crying that kids do to get their own way. The lady wanted to set upContinue reading “Children”

Direct Debits

I recently had a customer asking me if she would be in control of her direct debit. She wanted to take out a policy and pay on a monthly direct debit basis and was afraid that she would have no control over it. I had to explain to her that it was her bank detailsContinue reading “Direct Debits”