Mystery Calls...

[madjacktech.livejournal.com]

I HATE when your employer (or, in this case, a client) makes
"Mystery/Supervisor/Test/Whadeverthafuckyawannacallit" calls.
That they want to test you, I can understand. Many (not all, but many)
call centers do this. My employer doesn't do it themselves (tho they do monitor/audit, yes),
but the client on which contract I work does.
This client, they don't just make stuff up to test your skill/knowledge...
they try their fucking damnedest to push your buttons.
One customer I got twice today, I SWEAR was SOOOO fucking stupid...

No one... I repeat NO ONE... I have NEVER... encountered a SF who claimed to have so
LITTLE experience on a computer...
Had no idea how to save an e-mail attachment... whined like no one I've EVER heard...
COMPLETELY inept at attempting to open a file, click on 'File'... and claimed when she clicked 'File', the app closed again... lo and behold, when I interrogated her, she was opening a .bmp using WINDOWS PICTURE AND FAX VIEWER... which HAS NO 'File' command...
(OK, so I should have asked her was program she was using earlier...)
LIAR!!! Yeah, go ahead, corporate, DELIBERATELY YANK OUR FUCKIN' CHAINS!111

They're "supposed" to identify themselves as from the client and say 'This has been a test call', where you then spend the next several minutes waiting for your supe to get an e-mail on your performance, listen to the recording, and then go over the critique w/ you (they're supposed to do this by the end of the day, good or bad)

And we get no recognition for it either. I can deal w/ that; but, hey, even Cocks gave us 'Been there, kicked ass, got the shirt to prove it' t-shirts...

Assholes.... they push the right button, and then demand the person who they deliberately skewered be fired, they're gonna find themselves in a LOT of hot water, from a legal standpoint...

And if it wasn't a 'test call'........

That kinda stupidity, I can't fathom... It HAD TO be a sup call... There's just no way...

I can only say two things:

"Step away from the computer, BEFORE IT HURTS YOU!!!"

and....

"GET OUTTA THE POOL!!!"

I hate Mondays....

Comments

[missysedai.livejournal.com]

Yeah, go ahead, corporate, DELIBERATELY YANK OUR FUCKIN' CHAINS!

*wince*

At least you're yelling at the right people and not taking it out on the callers.

I used to work for a secret shopper company, and got assigned the tech call center accounts because I was the only one in the office who spoke Geek. And I hated making those calls, because support is FUCKING BUSY and doesn't need the hassle. At the same time...our client had problems with less than helpful reps and wanted to document the hell out of the problems and get 'em gone.

[annamaryse.livejournal.com]

Actually, I've been on the other end of that. Where I used to work, we just provided second tier support. Our company outsourced our first tier... and we had to test them periodically to see what the Customers experience was.. so we used to have to call the tech support line and pretend to be lusers. LOL.

[madjacktech.livejournal.com]

Mystery calling works fine if you're calling to test their knowledge.

Deliberately setting out to yank someone's chain, just to test their reaction, let alone target them for termination purposes.

That's walking a fine line that can come back to bite you in the ass.