Life in a call center

LIFE IN BT

There is always something that every individual would dream about and a very few of those come true. I feel working in a firm which you would love was my dream that came true. It has been a wonderful experience that I had with this corporation which I feel worth sharing, all because I think it is different. June 24^th 2010, when it was decided that Infosys would adopt me as it s Employee and at last I got a salary account after 21 long years.

Straight from college to work was very difficult and at the same time Exciting. It was BT retail where I was selected for, after my Pre process training and I had no clue of what BT retail was. And now it’s nearly 10 months that I am working in this process. Today when I hear about BT I think I know a lot more than I had before I had ever imagined of joining here.

The job profile remains very structured, which means to say that there are set of things that we have to do and we had to do. One of those was talking to customers and giving them the No 1 Customer service.

Every single day, we had to speak to nearly 40 different people whom we had never seen, and when we did that we found the cultural differences what we had with us and people so many miles away from us. However things weren’t so easy during this time. We had many differences which we had fill in with our smiles and hard work. From Language to Acknowledgement we had issues. We somehow managed to get it with most of our knowledge. We had to judge people’s problem from their voice.

            We had always customers with different problems on their services, and all we had to do is to read out what we had to say about the same issue with a human touch in it. We had to change from rupees to pounds, Indian Standard Time to Greenwich Meridian Time. Change was inevitable and we had to get used to this. I chose this and I had to do it no matter of any odds we had to face.

Things went on well for months together and when I look behind of what had happened, I think of all those people we spoke, at least those with serious issues with the service, we think of those days when our team leader used to guide us do things, the days when we used to sell products to customers and make them feel like we are somewhere next door, those days when we acknowledged to their problems as though it was our problems, those days when we always thanked them for calling us even if we were irritated.

I sit back and relax and smile at my own life in BT, when people call us we feel so proud that people still believe in what we say and we are reliable, no matter how we differ from each other, no matter how far we are. A wise man said he who can explain color to blind can explain anything in this world, I would also say he would can give a best customer service can speak to anyone in this world in a better and an efficient way All I could learn from BT was that there is never a Bad customer or a good customer. It is always either a bad customer service or a good customer service.