This is one of my article that got very popular, this was quoted in all the news outfits in the Philippines and even in CNN and God knows where pa, this was published in a blog, so i am including the comments made there:
It was an ordinary day for Catherine Rossana (as she repeatedly said on the other end, as her real name) in her work as a customer service representative for PLDT myDSL.
Then came Raul Bacaldo, who came a calling one day complaining that his DSL connection is still down after 2 days and he needs it badly for an iFreedom VOIP call to the US to finalize his itenerary for his trip to the US.
Roughly, their confrontation went this line:
Catherine: Thank you for calling DSL Helpdesk, this is Cathy, good morning.
Raul: Good Morning. Yes, i called because we still do not have dsl since yesterday.
Catherine: Just a moment sir, i will check on your details.(then the usual asking of subscriber account details)..
after checking, Catherine says that there is a software adjustment in the area and will not be able to promise a definite time when it will be back.
Raul: So, i will still be paying for the days that our net is down?
Catherine: Yes, but i can help you to set up on a rebate for the days that you don't have net.
Raul, asked for a supervisor...Catherine refused saying the supervisor will report to work later in the day..
Raul: F$@k your company and the hassle it brings..
Catherine thinking that she had pressed the Mute button on her Avaya was clearly heard saying: F$@k You, why are you acting that way...
Raul: Why are you cussing at me? F$@k you too..
Catherine still did not realize that she pressed the wrong button and not the Mute button, denied repeatedly ever cursing.
Then she went hysterical and cried saying that she is just an employee and that Raul didn't have the right to curse her..
Raul said that he did not curse her but at the hassle that the situation is giving and it is uncalled for to curse him which Catherine still denied but is very clear on the tape that she cussed. Raul then repeatedly cursed at Catherine and asked for a supervisor which she replied by hanging up...
That's a rough translation so don't blame me if you sided with anyone. This was in the news on Bandila( ABS-CBN) today, headlining it as " Call Center Causes Damage to Mental Health"..
You can hear the conversation turned confrontation here:
loop=true>
or download it here, or if still not available, here (Megaupload)...
Tags: Call Center agent, CSR, Customer Service Rep, PLDT CSR, PLDT call center agent, csr curses, verbal tussle, dsl, complaint, Philippines, PLDT, Pinoy
at 10/12/2006
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59 Comments:
Anonymous said...
i onced work in customer service and will probably do what the dsl operator did to cuss him back but with the mute button pressed.
when working in cust service dept be prepared to be cursed by irate customers.
02:06
Earl - bluethehero said...
oh my, how terrible.
Sky Cable is worse though, in terms of services. we have no cable since Milenyo!
02:15
mukhang pintura said...
Is this the one covered on GMA news last night?
My sympathy is for Ms. Catherine.
04:11
Anonymous said...
I've been a call center agent before and the job isn't easy. A lot of agents mumble expletives at customers while on mute. That doesn't mean that the agent is right for what she did though.
I believe it's her fault for not pressing the correct "mute" button.
11:05
Mang Pidong said...
Apparently, CR needs cleaning, if not retraining. PLDT dsl, on the other hand, should make it a policy to credit customers for down time, immediately.
I once had an encounter with a young bank teller. I told her in a calm voice that I am old enough to be her father and adviced her that it is to her best interest to corrrect her rude behavior.
Namalayan naman.
13:58
Amadeo said...
I'm with the customer on this one. He cursed the company not her. There is a difference. It's business not personal. Call center employees should know that.
19:06
The Shaman of Malilipot said...
Both sides were at fault.
It was apparent that Catherine was not given enough specific information to satisfy the queries of Raul. She is not with technical service. In spite of this apparent lack of information, Raul still insisted on trying to squeeze out information that Cathy didn't have - the reason or reasons why there wasn't service yet despite previous assurances. This insistence helped build up stress and frustration on both sides, leading to Raul's cussing.
Cathy, on the other hand, should have let the cussing just bounce off her. She is in customer service and at no time should she lose her composure. If she can't stand the heat, she should be out of the kitchen.
PLDT is also at fault. It should give their customer service people enough specific information to meet clients' queries, or else put in place a system where customer service can redirect clients to technical service.
19:26
vic said...
Whether on mute, service techinicians,should never use expletives as part of their vocabulary. it is a very stessful job, especially if you don't have enough info, or your serving clients not good supplier of services. i just got off the phone with my provider for my complaints about my upgrade not making any difference in my system, and he told me it is already supposed to be. we parted amicably and agreed to call again next day if the speed is still the same. The best thing Catherine could have done is to accept her cussing and apologise sincerely and not to cuss again, even if on mute. Cursing is only good spoken on smokey adult bar...
21:55
chllout_lev said...
i agree on you on that one. dapat walang mute mute button, ayan namihasa tuloy ang mga csr.it was an accident waiting to happen.
saka, sa dami siguro ng reklamo sa PLDT, nagka burnout na ang csr. this is probably leaked by a pldt employee, siguro para ipahiya both sides,pero tingin ko dapat mas mahiya ang PLDT.sana ayusin nila service nila!
23:47
Anonymous said...
Ay, sa wakas, nahanap din ni Cathy yung mute button.
Really, Raul Bacaldo didn't need to cuss to get his point across. And Cathy didn't need to cuss to vent her frustration.
They both wasted time and laway on something they had no control over. That is why the most I do whenever my ZPDee is down for a loooong time is to tell Skycable's accounting department to credit my account.
"vic" is right about closing amicably and calling again if the problem continues, but the way the conversation went, it would have been impossible for Cathy to retract her cussing because it became a onesided conversation when Raul resumed his cussing.
I have no heart for PLDT, but I will be happy if Raul does not have an alternative broadband provider in his area; Raul and Cathy might meet again, haha!
00:30
Anonymous said...
tingin ko sisante na yang si cathy!heehe
besides, isn't she being paid to take precisely those kind of calls? bufferzone nga ng mga incompetent ISP's ang mga csr e. But this girl cracked up din naman e. natural na kasi ang mga irate caller,even Americans have a very short patience towards incompetence,except for their politicians,i guess heehe.
saka software upgrade for dsl?ano yun?standard reply?
01:13
John Peter said...
"Software upgrade"? WTF?! P*tang 'na! I blame it on PLDT's technical department for giving out such a lousy excuse. I might not be so sure though, it might be part of the agent's "script".
02:11
Anonymous said...
5610695 << I think this is Raul's phone number as per the info he provided.
Care for a phonepal?
22:50
Anonymous said...
well, i guess he's in the US now..i wonder what's his reaction to this? anyone know him personally?
03:02
Anonymous said...
things will workout for the best. abs-cbn is now inking a contract with Cathy to be a voice-over of an upcoming koreanobela "I Swear" with the theme song that goes "I swear by the moon and stars above... for better or worse....". She really touch my heart. Ringtone na sya ng cellphone ko. heheheh
06:22
Anonymous said...
PLDT should install an emotion detector to so that managers can intervene before everything heats up... nice technology.
07:00
stormer4a said...
Sir John Peter,
obviously you have the same sentiments as Raul because you both use the same language. These agents only read what is reported and if you listened closely she clearly said that it is only the info she can give. I know that PLDT csr are outsourced and is not directly employed by PLDT. Technical difficulties are considered as private company info and therefore is not given outside. You both should turn gay, hook up in the U.S. and talk dirty to each other..
14:06
Anonymous said...
hahaha,care to share your ringtone here?!
14:07
Anonymous said...
I also work in a call center, and yes you will definitely get calls such as that, but you should bear in mind that the customers are not cursing/cussing "you" personally, there customers are not taking it against you, it just happens that you are the first line of defense of this company that's why you should know how to bounce the cursing/cussing made by the customers, or if you can't control your emotions due to stress of your work, then make sure to curse/cuss the customer "silently", in this way you will not offend the customer that could cost you your job.
also, if you accepted the work as a CSR, you should be ready for this kinds of things that could happen, or worst.
buti nga at kapwa mo pilipino yan, kung ibang lahi yan, may kasama pang pang lalait yan...
ciao!!
09:11
Anonymous said...
Ayos ah... hehehe. Buti na lang wala na ako sa ganyang working environment.
Parehong at fault ang dalawang panig.
Sa agent, wala naman talagang training for the psychological burden na pwedeng ibigay ng csr-oriented job. May warning na rin naman madalas na binibigay ang company about such situations; kaya kung nagsabi ka ng "oo, kayang harapin o i-handle ang mga ganung sitwasyon" dapat gawin mo ang lahat para hindi ka maapektuhan. Naka-experience na ako ng ganyan. Pasok dito, labas sa kabila. Dapat isipin na dapat mabigyan lagi ng alternative solution/s or other means of pacifying an irate customer.
At sa customer, dapat intindihin din naman kahit papaano ang trabaho ng csr. Middleman lang talaga ang mga yan, tulad ng nabanggit na before, baka nga outsourced lang at hindi talaga directly hired by the telephone company; kaya dapat pinakinggan niya yung offer ng agent about helping him to have an incidence report at mabigyan ng rebate. Marami namang ibang paraan para magawan ng solusyon ang problema niya.
Anyway, dapat kasi iniiwasan ang pagsasalita ng mga murang salita mula sa dalawang panig para walang tensyon, di ba?
Pati na rin yung company at fault for not meeting up their customer's expectation/s. hehe. ^_~
11:38
blackdragon said...
i'd side with the call center agent for a number of reasons:
1) she represents the company; a curse word thrown against her company is no different to a curse word at her.
2) the curse may be called for, but the customer could have practised a little bit of tact. it's not the fault of the call center agent; they only receive the complaints and file them -- they are not the ones who do the actual work.
3) even if the agent did curse back, she intended to do it while muted (although she made a mistake). the customer did not even think about muting but just threw out the expletive.
tao rin naman yung agent. batuhin mo ng bato, natural lang na batuhin ka rin.
poor girl. she'll lose her job (and possibly all other hope of getting employment in other call centers), just because of a foul mouthed customer and her simple mistake.
19:04
crescent said...
the customer is the idiot. not personal? you gotta be kidding me for the number of times he cussed
and the tone of his voice.
2 days without net for some cheapskate voip calls. if its really that important he should have gone to an internet cafe.
there is nothing you can do but express your frustrations once and only once! cussing so many times will not debug that software problem....what a moron.
the agent lost control but can always do a comeback without uttering a single word. I can "piss on" people without uttering a cuss word. She just needs to hone her skills and not be intimidated by the likes of "siRaulo".
the lady shouldn't lose her job on this trivial matter and the customer gets a rebate for his internet downtime.
20:21
ted francisco said...
My heart goes to Cathy the call center agent. She was calm and patient from the very start. But, the guy on the other line really drained her patience and pull the last straw. And I bet, he was not the first caller that Cathy handled that day.
But in fairness to the guy, I find merit in his ballistic attitude. I have been in the same situation for so many times. But, I never let out any cuss words of some sort. And i see to it that I apologize to the agent if I raise my voice from time to time.
Cathy is the messenger. And Raul was definitely shooting at her. This should be a wake up call to all public and private utilities -- we customers want more than just rhetorics. I think there should be a review of the DTI Customer Rights of something.
I don't blame Raul. I blame PLDT MyDSL for not preparing a crisis management module and for not treating customers the way they should be.
I pity Cathy. It was not her fault that PLDT MyDSL could not live up to customer expectations and could not be as realiable as it claim to be.
I hope Cathy and Raul patch things up for the better. I feel Raul is a good guy, victimized by inconvenience and really irritating circumstances.
As for Cathy, I hope you could move on. I know this could be traumatic and very demeaning for you.
Again, the agents and the customer are put in the frying pan by corporate giants who could care no less than earning big profits.
I would like to read in the news in the coming days how Cathy and Raul could really come to terms and settle this issue in a peaceful a manner.
Still, hy heart goes out to Cathy. and curse PLDT MyDSL for this brouhaha. I bet they released this audio material to smoke screen their shortcomings and imbalances to the public.
13:54
customer lang din said...
why the heck would she work in a call center if she couldn't handle the heat? was she expecting calls of customers who wanted to praise the services of the company? duh!
whether or not she pressed the mute button, fact remains, she cursed and went berserk...
raul had all the right to complain, if you were in his shoes, wouldn't you be pissed off at the company too?
buti nga the raul guy handled it nicely.. cus i would've done worse...
sige nga ppl, if you were either of the two, how would you have handled it?
17:33
Anonymous said...
Raul was certainly improper. Bad manners is bad manners no matter what the situation. Cursing is uncalled for in this situation, even if he was the customer. The service may have been completely terrible, but a proper civilized person will hold his temper.
Cathy, however, was even worse. Not only did she have bad manners, she was employed in a company and job where one gets paid to professionally keep one's manners. And where one should expect to deal with people with all sorts of manners. It is a wonder that the call center she works for let her through the screening process, and does not bode well for the Philippines' call center industry. It is a bigger wonder that they retain her.
Both Raul and Cathy are embarassment's to our country.
22:08
Anonymous said...
Hindi dapat ibinigay ni Cathy yung full name nya so that if worse comes to worst, she still has her anonymity to protect her against that angry client.
Another comment though is that Cathy seems to have an inferior personality which doesn't seem to fit the job of a CSR.
15:59
Anonymous said...
hmmmm. dapat sinabi na lang ni cathy tabg ina naman po din.. hastle din.. hehehe.. at list magalang...
16:12
Anonymous said...
According to some call center agents, different call center companies have been given a warning on the said agent.
Her career in the industry is now bleak, and probably in other industry as well.
21:28
P e n said...
Is that even a real recorded call?
08:46
Anonymous said...
i believe this is a real recorded conversation.. and i don't believe pldt (or whomever is in charge of the helpdesk) doesn't know that this recorded thing is already in the emails of a lot of filipinos.. probably they even gave a blessing to whomever to circulate this to get even with raul.. remember catherine rosanna is just a name.. there may be a lot of cathreine rosannas out there.. but for raul, aside from giving his surname has also given his phone number..
13:12
Ryuji said...
This is so funny!!! yung girl magdedeny pa eh rinig na rinig naman na siya talaga yung unang nagmura. Yes, nagmura yung subscriber but not to her! It is clear that the guy curses because of the lousy service of PLDT but not to her. And then suddenly she cursed directly to the subscriber that's why the guy got mad. He is a frustrated subscriber, and an agent is supposed to be ready to encounter callers like that! now tell me, is that the "very friendly" customer care PLDT promised us?! dapat agent ang mag adjust dahil yung subscriber, eh customer iyan, nagbabayad ng tama, PLDT ang may problema sa part nila kaya wala siyang karapatang murahin ang subscriber.... gosh, sinira niya pangalan niya, Catherine Rosanna... bastos na babae.... hehehehe kakatwa, binaba niya tuloy yung morality and dignity niya... ewww...
15:33
DJ RO said...
I used to work in that environment also. But nevertheless, Raul was at fault for using an expletive but I think that Catherine Call Center Agent should expect these things. If that was the middle of her shift, then she wouyld have received the same calls from everyone else and she should have known what to do that time. That is her work and she should have not cursed. Mute or no mute button, she was not a good call center agent for breaking down. This call was purely business and not personal obviously. I am sure she is now the laughing stock of the company and her family. But remember in a year, people will forget this thing. Quality Assurrance of her company should have just kept the audio tape to themselves. No point in bringing it out in the open.
18:04
Anonymous said...
Once you initiate a conversation with expletives, pinatay mo na rin yung civility between the two parties.
I blame Raul for not controlling his temper. Yes, Cathy is being paid to buffer these types of calls. But she's not being paid to be cussed at. Nobody should endure verbal abuse, kesyo ano pang situation.
Ang mali lang ni Cathy don e gumanti sya. Pero Raul was itching for a fight, and has been since the conversation started. Blaming PLDT, the mute button, etc. is all academic.
At the end of the day, it's all about delicadeza, and Raul was found wanting. Tanong ko lang, is whether his bosses in the US subject him to the same kind of treatment kaya akala nya ok lang yon. Well, hindi pare.
21:01
Anonymous said...
i have worked in the biggest call center/service provider which has offices based in manila (i'm in london now)as a quality specialist. what catherine did was wrong. actually this is a ground for termination in a lot of service provider... this is what i can say, if you want to cuss, be sure you can handle it. be smart, check everything before doing so. she was idiotic if not careless to do such a thing. she'll probably get blacklisted...if she had an american client and she did this, she'll be in deep shit.
Rules that she broke:
1. cussing-it is considered a gross misconduct and unprofessional for an agent to cuss regardless of the circumstances, cuss if you want just be sure you can play with fire and not sob and throw your sentiments to the customers which is just bull s###.
2. never, EVER RELEASE A CALL!-she was to damn afraid to escalate the call because deep within her guts she knows that she commited the mistake, i bet you, she turned white when she saw that she didn't press the right button...never rely on your avaya, press the mute on the hardphone just to play safe...
well lastly, PLDT DSL has provided poor training that is why all of these happened. poor girl though, but you can't blame paying customers especially if you're caught in the act cussing them
05:30
incurable_humanist said...
I think Cathy is stupid for fighting fire with fire. She is nothing but a mediator between the customer and the company, thus her ROLE in this whole shannanigan is to calm the customer and at the same time give the company a good rep despite their poor service. That's her role, she CHOSE that role in applying for that job. And CHOOSING to take that kind of job obligates you to be calm, nice, and respectful, how ever hypocrite that may be. She should know better.
Kudos to the customer for speaking his mind because that is his ROLE as a customer: to be serviced and reprimand mistreatment and rude behaviors.
The hell with sympathies to the underdog, I think it's all about the roles we all take. And carrying that role to the fullest.
10:38
Anonymous said...
When it comes to paid services, THE CUSTOMER IS ALWAYS RIGHT, whether CSRs like it or not. Customers who call for service-related issues pay for these services and they have every right to demand whatever is necessary to satisfy what their money's worth.
Raul the customer didn't press for information from the CSR but demanded to speak to a supervisor to escalate his issue since apparently, what the CSR know (or does not know) does not satisfy him as the customer. It's surprising that there was no supervisor at that time. Aren't supervisors, like the CSRs, go on shifts so that there's always at least one supervisor around whenever there's a need to escalate an issue?
I agree with incurable_humanist that Cathy as a CSR should be a mediator between the customer and the company. Whether the customer cursed the company or the CSR, that is not as important as her being a CSR keeping her composure, because that's what she's being paid to do in the first place.
If she can't keep her cool under such circumstances, then she shouldn't be in the customer service industry. She even had the nerve to hang up on the customer, now that is ultimately rude behaviour for a CSR.
02:55
Anonymous said...
You don't tell customers how to act like customers. These people pay for the services. They're not the ones who are being paid by the company to use the service.
As a CSR, it's Cathy's job to provide reassurance to the customer, no matter what. Because that's her job.
Spare us the excuse that she's also human, yada yada yada. If she doesn't know how to handle these kinds of situations, she should't be in this job.
You don't blame the customers ever. That's one fundamental fact in business.
05:42
Anonymous said...
cathy should not be fired but rather her supervisor and training officer who did not do a good job in preparing her in this situation.
06:35
TMX said...
well...
Cathy did some big time shit. Now... she's shitting herself...
One thing is certain, she is in no acceptable state to be in customer service. So what if the customer DID curse her? It wont be such a big deal... just smile... and wait for him to realize that both of you cant do anything about it.
used to have a local PDLT customer service officer call out house in Cavite. The girl ended up asking ME out! hehehehe....
freaky huh?
they should find more employees like that...
08:23
Anonymous said...
as far as i know there's a protocol for callers who spend time cussing you out for reasons related to the service. it looks like that won't be applicable for this case since the customer wasn't cussing the rep directly.
hay nako... cathy needs some serious stress and anger management training. if she couldn't take the heat, she shouldn't be in the call center kitchen. local callers pa lang di na nya kinaya, what more pag international?
06:58
Anonymous said...
This guy deserve to be cursed, he treated the CSR without respect and repeatedly told her that he needs the cheapo VOIP feature of the internet to make an intl call. I believe I speak for most people who have travelled all over and verified their itenerary thru emails, online bookings or using IDD's. Don't be a cheapo.
23:19
Anonymous said...
though i can see a big fault on the side of the CSR agent , particularly on the cursing that she did. It's always bean a NO NO to behave that way especially when you are one of the frontliners . Raul Bacallo ( if i spelled that right..??? ) is also not in a proper sense of mind that time. Yeah, he was pissed off with the service and things that he has been complaining for the past 2 days, but don't you think the CSR agent already explained to you ...Nth times that you can get the rebate and the reason why the service is down is due to an ongoing tech activity ? I think the CSR was provoked with the way this Raul responded to her explanation. Yes , you are the customer, but nowadays, THE CUSTOMERS are NOT ALWAYS right ... and the CSR agent is also human herself.. think bro ..if you are going to the states, you don't have to say that more than a couple of times, try calling your travel agent or have the itinerary emailed to you or if you really want to use this VOIP , that is also available in any internet cafe if you think this is really very important .. babaw ng problema mo
00:16
Anonymous said...
hoy mr raul...do not do unto others what you don't want others to do unto you. Hindi komo CUSTOMER ka you can say anything that you want...besides the CSR tried her best to explain to you what went wrong in a nice way kaso DI KA NAKIKINIG all you did is brag about you going to the states duh! di bale sana kung sa una pa lang arrogant na agad ang approach e HINDI NAMAN E! It's her job of course pero still dapat nagpakatao ka pa rin...e kaso minura mo ng paulit ulit e kalalake mong tao! Nakakainis talaga pag poor ang service na natatangap mo...pero alam mo kung ano mali mo nag EGO trip KA. Hamo malay mo one day isa sa mga mahal mo sa buhay maging call center agent tignan ko lang kung di ka magiging kalmado...bawasan mo pagkain ng baboy...para hindi ka high blood...Easy!God bless!
00:38
Anonymous said...
well im siding with cathy... i dont have to explain why
just scrutinize the conversation well and you'll know...
16:41
RichGrayson said...
the agent may have failed to react correctly in that call, but that only proves one thing. she really doesnt belong in the call center industry, or at least not ready yet. too bad she wouldnt have another chance to redeem herself..
first thing that agents are told when handling irate callers is to practice empathy, put yourself in the caller's shoes and perhaps you'd understand how they feel. it really works..
but then, when you get the same type of calls the whole day, irate ones, would take toll on the agents. no amount of training could prepare anyone for that. don't give me that crap about knowing how to handle this kind of callers, at some point, everyone would crack..
i'd understand if the customer was frustrated about the service, but that doesnt give him the right to attack that agent that way. hell, he sounded worse than a predator going for a kill. he already stated how important it was to get the internet working. the agent acknowledged it. end of story, what use would it be staying on the line knowing your just gonna be wasting your time. nah, he had to keep on asking the same questions rather than find another way to get what he needed. budget cards goes for a hundred. if it really was that important.
toopid..
10:06
Anonymous said...
tanong ko lng san and panu nag originate to? cnxa na po ah nde kc ako nagwowork sa call center...
kapanipanipaniwala in the first thought pero i come to think of it baka gawagawa lng yan... panu nila narecord to... syempre kung sa PLDT yan nde nila yan ilalabas... iniisip ko rin na baka nirecord nung customer pero nde e ...pag inquiries na ganito nde mo na maiisip na irecord un para hanapan mo sila ng fault.
16:26
Anonymous said...
Ang fault ay nasa PLDT management...napaka-BULOK ng sistema nila...kawawa ang customer service rep at mga subscribers..gahaman sa pera ang PLDT. talagang nakakasira ng araw at mood kapag nag-followup ka ng complaint at walang maisagot na tama ang CSR nila..BWISIT ang PLDT at ang kanilang sistema sa customer service..
13:09
Anonymous said...
baka may nagleak. hehe.. nafeature na din daw sa ABS-CBN's BANDILA e. sa SUunday, Pacquiao VS. Morales PART3! wooohooo! =) PEACE na mga dude. preho cla mali. hehe..
08:47
Cameron said...
Whatever was done by Mr. Raul, The agent shouldnt have done whatever she had done..
All i can say is ROSANNA shouldnt be working at any company that would give her a chance to speak with CLIENTS.. She can always work in the factories where she can curse all the pieces and sh!ts there..
As a friend of call center agents this is all I can say "QUIT YOUR STUPID JOB IF YOU CAN'T HANDLE SHITS FROM PEOPLE LIKE MR. RAUL"
I say BAN ROSSANA FROM WORKING IN ANY CALL CENTER OR ANY WORK THAT TALKS DIRECTLY TO CUSTOMERS...
14:34
Perry said...
Mukhang totoo yung conversation. Ganito rin ang comment ko sa isa pang blog:
I did a research on this customer support issue, and I found out that the conversation is most probably real.
Nagtanong ako sa isang call center QA person, and I found out that it's possible for a recorded CSR conversation (which is really confidential matter and internal only to the company) to get divulged publicly. Call centers typically use VoIP (voice over IP) technology to communicate with their clients. The agent's phone is connected to a modem in the computer, and the computer does all the communication link between the agent and the customer via a VoIP software. The call sessions get recorded and saved into audio files, which can be collected by QA people to monitor the conversations and evaluate the agent. The audio files in turn can be converted into a WAV file and potentially scatter it throughout the Internet. So malamang, isang QA person ang nagkalat ng conversation na ito.
17:36
Anonymous said...
Well, I think her boss should nominate her to a series of training on;
1. Customer Relations
2. Anger Management
3. Stress Management
4. Phone for Dummies ( to locate where is the mute button is)
To her Supervisor: She doesnt need an acting workshop...She's A Star! Iba ka sister!
For Mr. Raul you need Motolite...para "CONVINCING". Agent Catherine offered many options, i think you are not convinced on her suggestions.
21:12
Dennis Jovelo said...
Obvious naman na akala nung agent naka-mute sya kaya minura nya rin yung customer. Kahit sinong CSR (like me) alam na di pwedeng maging rude, much more magsabi ng offensive language to the customer.
Nung panay na mura nung customer dun sa agent the latter didn't know what to do anymore because she became aware of the serious trouble she had gotten herself into. Kaya ayun she totally lost control of her emotions - di nya na alam kung paano malulusutan yung situation.
00:55
RobertoPanday said...
Pag nakita ko iyang Raul na iyan bubugbugin ko!Galit ako sa mga Conyo na gaya niya!
18:55
Anonymous said...
Ive been reading all sides on this story passively but this one prompted me to reply:
"crescent said...
2 days without net for some cheapskate voip calls. if its really that important he should have gone to an internet cafe."
What kind of an argument is that? The guy is paying real money for his Internet connection and so has the right to use that service for whatever purpose, and yes including "cheapskate" voip calls.
Of course its implied that he'll find some other means of getting online, but the fact that YOU have to bring that out in your comment is totally out of line.
He's not getting his money's worth so he has the right to be upset, and it's lame to argue to just put up with it, tail in between the legs and go to an Internet cafe. It's that sort of thinking that makes service here in the Philippines pure B.S. -like that of PLDT.
21:28
Anonymous said...
To hell with PLDT MyDSL! Their service sux! That's the bottomline!
20:22
Anonymous said...
These days, the customer is always wrong. Guess who rakes in the profits?
23:23
Efren said...
so sad...
http://www.pinoycallcenter.com
15:59
SAKSI said...
Raul Bacaldo's statement of his going to the US is just a crap!!!
He's still in the Philippines up to this time... waiting to devour another CSR.
01:44
Anonymous said...
Raul Bacaldo's statement of his going to the US is just a crap!!!
He's still in the Philippines up to this time... waiting to devour another CSR.
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