When I was still a newbie in the call center industry (wow, tenured na daw kase ako) getting a sup call is understandable. Apparently as I've matured (naks) it's becoming an insult, and shows how incompetent I am. Well that's just for me.
But what are the reasons as to why they are looking for a sup?
ONE. They're looking for a supervisor at the onset of the call. It could be that they were not satisfied with the previous rep they spoke with. Or the line got disconnected while the previous rep is looking for a supervisor for them. Or the previous rep intentionally hangs up. (LOL!)
TWO. The client and the representative got an argument. Probably because the caller is insisting that s/he is right to the best of his/her knowledge and doesn't want to be corrected, or rather s/he doesn’t like to accept the explanation being given, or as simple as they don’t like to listen.
And THIRD. (Scenario that I don’t like to happen. This is the scenario that would show I am an unskilled representative). This time, the error is with the rep. S/he could not understand what the customer needs, and ends up having the customer looking for a supervisor.
