im done reading "Breaking Dawn" (actually all the twilight books, partida, within the shift ko yan binabasa, siguro mga 2 months ko rin siya tyinaga hehe)

simula ng nauso ang shoutout, status, at twitter, tinamad na akong magblog

issue alerts

wala nga akong issue alerts na natanggap for the month of january, punong puo naman ako ng issues sa buhay, kamusta naman?

hayy, on the lighter side, just last night i passed the recertification of being a rep that can take producer calls (line specific for life insurance agents calling for the policy they've written). hindi ko alam kung magiging masaya ako or hindi eh. una, queing kaya. pano pa ako magbabasa ng ECLIPSE by stephanie meyer? pangalawa, ang tatamad mag-survey, mag survey man, mga wala pang utang na loob, ibabagsak ka pa, hay naku, hello csat at csat utilization. kanina lang i ended my day with 69 point something csat, hay nakers. pangatlo, parati silang nagmamadali, nadadala ako, feeling ko hindi ko mabibigay lahat ng info na needed at dahil jan baka di mag improve QA ko. PERO, sige iisipin ko na lang, isa siyang PRIDE bilang isang customer service rep. think positive ika nga.

yun nga, yung QA ko. kamusta naman. san ba ako nagkamali? o masyado lang OC-OC ang QA namin? 69? mygad, kala ko magiging record ko na yun 78, hindi pa pala.

sana lang maregular ako sa lagay kong toh hehe

blogging while accepting requests in facebook

overwhelmed on my first day being a producer-split agent... pwede bang naka prio2 lang muna ako?

having a sup-call...

i.e. customers asking for a supervisor or manager, for whatever reason/s you'll read that later

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.

uploading pix and video