Call Center Purgatory <$BlogRSDURL$>
Call Center Purgatory
Monday, January 17, 2005
  No Free Samples!

In an information based job, giving out information for free is akin to giving out free samples. It can be a good thing, but if you do it too often, you are being taken advantage of. As a newbie, we are told to not give out any free information, and to give those calls to supervisors. As an "experienced" rep., we see it all the time and even have supervisors tell us to do it to help out a big customer, or even sometimes to avoid a transaction that may not be worth the hassle or liability if something goes wrong.

"Anonymous Investments, This is AC. How can I help you?"
"This is Paul Smith from Something for Nothing Corp. We have an account with your firm, but I don't need any trades today, I was just wondering if you could help me with some information."
"Sure, what do you need?"
"With recent changes in the market after the election, is there a percieved upsurge in the international funds, as opposed to the domestic?"
"Well, this is my opinion only, but I think we are going to see some type of upsurge, at least in the short-term. Some of the Fidelity funds are doing very well right now. Be sure to remember us next time you need some trading done."
"Thanks AC, I will"

5 minutes passes...

One of the grizzled veterans yells out over cubicle-land "Larry, there's some guy from Something For Nothing asking for advice, but he's not interested in a trade!"
"You know we don't do that!" Larry barks.
"Yeah, I know, but someone else on the floor just did it, and he wants more!"
"Who's giving out freebies?! You guys know the rules! No free information! Let me talk to him!"

The hair went up on the back of my neck. Was the guy going to remember my name? Was Larry going to write me up? What was going to happen? In situations like this, I don't know whether to 'fess up or just keep my mouth shut. I stood up and started walking in the direction of Larry's desk, but at the last moment walked on by towards the water cooler.

Larry was getting angrier and angrier. The customer had him speak to his vice-president about this. While I couldn't hear the other side, there was some kind of threat, and Larry finally gave in and gave him more information.

I knew it. He yells and screams about it, but he ended up doing the same thing...

Thanks for reading,


Hey lips are sealed! lol
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Exploring the mind numbing insanity and childish corporate culture of an unknown call center employee.

Purgatory: A place of suffering and torment with an unknown duration. In Roman Catholic Theology-the place where the dead are purified from their sins.

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