Be a promising listener, if you want to become an adequate speaker.

Have you ever worked in the customer care industry?

If your answer is yes, then you all can relate to my title. But if your answer is no, then please go through my content to comprehend;
why I have specified the above title
today?

I often explain my career, but never shared where I started!
I was in Siliguri and my first job I started as a customer care associate, at Vodafone(sim service).

I do not have any experience with the atmosphere of BPO(business process outsourcing).

However, the classy atmosphere and foremost facing the day of the interview I still remembered.

But, after selecting and passing the gurukul, when I hit the floor, then I understood that all that glitter is not gold.

My first team leader Neela Ma'am was so scary, and I have rarely seen the smile on her face.

Pixabay

However, the job was to take calls from customers and resolved their problems within 2min and 19sec.

If you want to meet the KPI(Key performance indicator)then end of the day your ACHT(average call handling time) should be 139 seconds.

I mean! How is it possible to listen, speak, resolve and tag the call all at a time?

There were CSAT(Customer satisfaction) and DSAT(Dissatisfaction) also counted every day.

If any associate brings one DSAT then, that associate has to bring nine CSAT to meet the KPI.

Now, end of the year this KPI decide how much increment the will company decide for each associate.

However, a couple of days later, just after hitting the floor; one day while taking calls my team leader just took my name and asked to see my CSAT link.

I obey the same and after watching the link my heart almost come to my mouth.
It was three DSAT!

Now my team leader told me after twenty-seven CSAT I can only leave the office.

I put Aux(Auxiliary time)in my Avaya;
Went to the restroom and only started crying and I decided that the job is not for me.

At, that time I was going through the most difficult financial problems, so it was not easy to quit the job.

Every day in the briefing room we all used to be treated like the worst, and besides that maximum calls were about money deductions;
so customers often exploit offensive language.

After that during a briefing, my team leader used to talk with us so badly that every day I thought to resign.

Time passed, and then I took a transfer to Kolkata from Siliguri;
and that day, I was another person.

Everyone at that time called me CSAT Wali (A queen of CSAT).

I was transferred to the Technopolis building, salt lake, sector V.

Now, why I am sharing all these, because when I was getting those DSATs;
I was a speaker but when I concerted myself as a listener I become the queen of CSAT and when I promote to another sector of BPO, at that time my ACHT was 39 seconds.

Yes, that is me and myself @sduttaskitchen leave the office, after becoming a team leader.

Life taught me that be a promising listener if you want to become an adequate speaker.