Call Center Compilation — Transcript

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1. 0:00thank you for calling pre- customer
2. 0:02service my name is Veronica who am I
3. 0:04speaking with yeah my name is Carmen did
4. 0:06you say pre- customer service yes I did
5. 0:09what is that what does that even mean
6. 0:11what I need to speak to customer where
7. 0:12the department that filters calls before
8. 0:14they reach our customer service agents
9. 0:16that just sounds like a waste of my time
10. 0:18what are you even there for we're here
11. 0:19to make sure that our customers are in
12. 0:21the right state of mind that they're
13. 0:22mentally stable and that they're not
14. 0:25calling in with too much aggression
15. 0:27listen I just need to speak to someone
16. 0:29in customer service so how do I get
17. 0:30there so you have different levels right
18. 0:32now I would put you at a level two
19. 0:34because you seem a little agitated
20. 0:36essentially if you get to a level three
21. 0:37the call disconnects automatically so
22. 0:39that it doesn't count against our agents
23. 0:42look I don't know if this is some kind
24. 0:43of game but I need to be transferred now
25. 0:45now yes so in order to be transferred to
26. 0:48the customer service agent that you need
27. 0:49to speak with you got to bring it down a
28. 0:51notch otherwise we hang up and you can
29. 0:54call back another day I've literally
30. 0:56never heard of something like this
31. 0:57before yes I understand you've never
32. 0:58heard of this before it's because It's A
33. 1:00New Concept there were too many
34. 1:01customers calling in yelling being
35. 1:03disrespectful cursing out our agents and
36. 1:05we're just not standing for that anymore
37. 1:07so we're basically like the funnel that
38. 1:09gets rid of the customers that are
39. 1:11acting up and then we let through the
40. 1:13customers that call in with respect
41. 1:15those are the customers that you know we
42. 1:17help and they get what they need and
43. 1:19they go on their merry way but the
44. 1:21customers who call in you know treating
45. 1:24our customer service agents as if
46. 1:25they're beneath them those are not the
47. 1:27kind of customers we want so basically
48. 1:29we just we don't even get you over to
49. 1:31that department if you're if you're
50. 1:33being a little too extra if that makes
51. 1:34sense am I being transferred or not it's
52. 1:37up to you if you're going to get
53. 1:38transferred or not you've been a little
54. 1:40you've been a little much right you
55. 1:42caught that I guess yeah no you let me
56. 1:45know because if I transfer you and you
57. 1:47get loud over there the system
58. 1:49automatically registers that and it
59. 1:51drops the call mhm yeah we're not
60. 1:53playing these games with you guys
61. 1:55anymore M nope listen I don't want to
62. 1:57get hung up on so I'll just call back
63. 1:59I'll just call okay yeah you call us
64. 2:01back when you feel like you're ready to
65. 2:03talk like an adult okay yeah whatever
66. 2:05you say all right take care bye-bye
67. 2:07thank you for calling pre customer
68. 2:09service this is Veronica how can I help
69. 2:10you no no I'm not dealing with pre-
70. 2:12customer service anything today I want
71. 2:14to speak to the real automatic
72. 2:20disconnect pre- customer service this is
73. 2:23Veronica do not hang up on me again Lev
74. 2:26detected automatic disconnect
75. 2:31pre- customer service this is Veronica
76. 2:33how can I help you please do not hang up
77. 2:36on me okay please don't hang up on me I
78. 2:38need to speak to customer service now
79. 2:40you're at a level two so I still
80. 2:41wouldn't be able to transfer you I
81. 2:43cannot I don't understand why automatic
82. 2:51disconnect pre- customer service this is
83. 2:53Veronica yes can I please speak with
84. 2:57customer service I need to resolve my
85. 3:00issue sure let me go ahead and transfer
86. 3:02you since you're at a level one one
87. 3:03moment please thank
88. 3:06you customer service how can I help you
89. 3:09finally I'm so glad that I finally got
90. 3:11away from that PR you see I was testing
91. 3:13you and you failed okay level three
92. 3:15detected automatic
93. 3:19goodbye customer service how can I help
94. 3:26you sir Mama's trying to make a video
95. 3:30why are you breathing so loud why are
96. 3:32you breathing why you breathing at all
97. 3:34no I'm just kidding but is there a
98. 3:36reason that you have to be standing
99. 3:37right next to me
100. 3:40h
101. 3:43Huh tell me say hi to say hi to your
102. 3:47followers cuz they follow for you not
103. 3:49for
104. 3:53me hello hi yes am I speaking with Jean
105. 3:57this is Jean who's this please hi Jean
106. 3:59my name is Veronica I'm the escalations
107. 4:01manager at a call center that you called
108. 4:02yesterday do you remember making that
109. 4:04call uh I guess what's this about yes
110. 4:08this is about a phone call that you had
111. 4:10with one of my agents where you told her
112. 4:11she should lose weight because she's
113. 4:12probably overweight do you remember that
114. 4:15what no I no I didn't no I didn't say
115. 4:18that you did I listened to the call and
116. 4:20it's the same voice I can tell it has
117. 4:22that same sort of like Caren tone to it
118. 4:25you know what what can I do for you yeah
119. 4:28so the reason I'm calling is because
120. 4:30unlike you we um we like to deal with
121. 4:34love we like to handle situations with
122. 4:36you know courtesy and I'm calling as a
123. 4:38courtesy to see if your needs are being
124. 4:40met in life to see if there's anything
125. 4:42that can be done to help you stop
126. 4:44projecting your insecurities on others
127. 4:46normal people don't go around attacking
128. 4:48someone's physical appearance just
129. 4:50because they didn't get what they wanted
130. 4:51so it makes me believe that there is
131. 4:53definitely something that is lacking
132. 4:55within you and I mean we even offer
133. 4:58Psychiatric Services to our clients if
134. 5:00that's something that you'd be
135. 5:01interested in excuse me this is so
136. 5:03extremely unprofessional you think this
137. 5:05is unprofessional I'm offering you a
138. 5:08service a service I don't need you're so
139. 5:10unprofessional okay so if this is
140. 5:12unprofessional can you explain to me a
141. 5:14little bit about how what you did
142. 5:16yesterday was professional because I'd
143. 5:18love to learn from you if that's what
144. 5:20you consider professional oh go to hell
145. 5:22lady
146. 5:23hello Jean are you still there yeah I
147. 5:26didn't think so hi this is the
148. 5:28escalations my manager how can I help
149. 5:30you is your name Veronica by any chance
150. 5:34yes my name is Veronica great I was
151. 5:37really hoping to get someone
152. 5:39different I'm so sorry why were you
153. 5:42hoping to get someone different because
154. 5:44if I understand correctly you're
155. 5:46probably going to make me listen to the
156. 5:48call that I just had with your agent and
157. 5:51I don't like the thought of that yes I
158. 5:54do like to listen to the call with you
159. 5:56just so I can validate the reason for
160. 5:57your complaint and make sure that my
161. 5:59agent was doing everything they could to
162. 6:01help you on your part but also to see if
163. 6:03there was anything that you could have
164. 6:05done to improve your call as well well
165. 6:07I'm pretty sure I raised my voice first
166. 6:09so from what I also understand I'm not
167. 6:12going to get what I want from you
168. 6:13because you're not going to give it to
169. 6:15me because I raised my voice and you're
170. 6:17pretty spot on I just feel like waiting
171. 6:19for escalations was a waste of my time
172. 6:20well if there's anything at all that I
173. 6:22can do to help you you let me know yeah
174. 6:24yeah whatever I'm probably not ever
175. 6:26going to let you know but you have a
176. 6:26good day whatever hi this is the escal
177. 6:35you're dumb you're stupid are you even
178. 6:37from America like do you even know what
179. 6:39you're doing I don't care what your
180. 6:40policy states you're not listening to me
181. 6:42and for some odd strange reason you're
182. 6:44also not responding why are you not
183. 6:46responding to what I'm asking you I'm
184. 6:48not understanding get me to a manager
185. 6:50get me to a manager I don't care what
186. 6:52you have to say I don't want to hear
187. 6:53anymore get me a manager good morning
188. 6:54sweetheart I hope you're having a great
189. 6:56day um I just need some help hi yes yes
190. 6:59I'm happy to help you oh thank you so
191. 7:01much what can I do for you I hope I can
192. 7:03get a fee wave I'll wave any fee you
193. 7:05need oh thank God so you can help me yes
194. 7:08I can do that oh God bless you I can do
195. 7:11anything you need me to do absolutely
196. 7:13you want my account number yes let me
197. 7:15pull up your account I got
198. 7:19you why you got to snore in my video bro
199. 7:22like you want to say
200. 7:25hi say hi baby say hi every everybody
201. 7:29likes to see Luca nobody loves Veronica
202. 7:31anymore now everybody loves Luka hi this
203. 7:33is Veronica the escalations manager am I
204. 7:35speaking to Gertrude yeah this is
205. 7:37gertude but I wasn't aware that I was
206. 7:38being transferred to escalations why
207. 7:40what's going on yes I know you weren't
208. 7:42necessarily aware that your call was
209. 7:43being escalated it just seemed like you
210. 7:45were being a little rude to my agent so
211. 7:46she decided to go ahead and pass along
212. 7:48the call well I find this kind of
213. 7:50ridiculous I find that well I just need
214. 7:52to ask you a quick questions it shows
215. 7:54here that we have someone named Merill
216. 7:58as your emergency contact yes that's my
217. 8:01mom what does that have to do with
218. 8:02anything yeah if you hold on just one
219. 8:04moment for
220. 8:09me hello hi is this Merill yes this is
221. 8:13Merl hi my name is Veronica I am a
222. 8:15supervisor with random Airlines and I
223. 8:17have your daughter Gertrude on the line
224. 8:19oh no is everything okay oh yes
225. 8:21everything is fine there's no actual
226. 8:22emergency I'm just calling because your
227. 8:25daughter was on the line with one of my
228. 8:27call center agents and she was being
229. 8:28extremely rude and I just feel like this
230. 8:31is something that she needs to talk over
231. 8:32with her mom because I'm sure that a
232. 8:34sweet lady like you did not raise your
233. 8:36daughter to be this rude to somebody
234. 8:37that's trying to help her with her
235. 8:38flight I can't believe this is
236. 8:40ridiculous mom what Mom hang up this
237. 8:43phone gertude were you being rude to
238. 8:45these people I didn't raise you this way
239. 8:47what's wrong with you Mom just this is
240. 8:49so unprofessional like I can't even
241. 8:51believe I can't believe that you have
242. 8:53have a separate extension I'm going to
243. 8:54go ahead and transfer both of you you
244. 8:55guys can talk it over there I just
245. 8:57wanted to make sure that we connected
246. 8:59you too
247. 8:59Yep this isn't even a thing like why are
248. 9:01you doing this it's a new service that
249. 9:03we offer when people are being rude to
250. 9:04our people Miss Veronica thank you so
251. 9:07it's my pleasure mom if she ever calls
252. 9:08back and does the same thing you better
253. 9:10believe I'll call you back