Absurd call centre rules - Call Centre
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- Опубликовано: 2 окт 2024
- Rowan has decided to start a call centre at Playtech - but his rules are absurd.
Huge thanks to Playtech for letting us film at their amazing store!
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This is actually pretty spot on both call centres and the customers you get
Hmm
The general idea is there but this is greatly exaggarated
nah, usually they allow to transfer a call, just for you to get infinite loop transfer call so you would give up (not them that giving up, but you), like : "oh it's not on my departement (CS) i will forward u to marketing", then marketing will forward u to repair center, then again repair center will forward u to CS.
@@joachim5375 You'd be surprised.
Defo exaggerated a little but still based on truth the three rules for me defo a think that was implied like I have had a rule where we couldnt hang up if we could and customer had to put the phone down we could still hang up if we had to . And alot of mangers you could feel hated you escalating to them
The year, 2076. Welcome to the Playtech museum. Yes, this was the actual original Playtech building. It is said that at night when the moon is at its fullest, one might still hear the cries of the one they called Adam echoing through the halls.
Ahoo... Ahuu... Ahoo...
rumor has it that he died in this very chair while being harassed by a customer because his boss didn't let him hang up. Some say that he still rooms these halls, waiting until the day that his boss tells him he can hang up.
Greatest comment ever, was having such a bad day til I saw it
[cry.waw] through hidden speakers
Lol!
Holy shit. This entire video just gave me a winter soldier episode from my call center days. I actually feel bad for Adam.
Dude same. Working in a call centre for 5.5 years made my depression and anxiety so bad, I needed therapy and antidepressants 8D
@@davidfelvus7511 that sucks man. It is true, working in call centers sucks the soul outta you. I used to be confident, believed in myself and had a great head of hair. Now I'm riddled with anxiety, low self esteem and depression.
I'm glad you're working through it, king. I'm rooting for you.
Arent you guys from developed countries which actual rules?
Can your boss really tell you to deny the customer refunds, not escalate the call, never hang up, and basically just keep taking abuse?
@@AbsolAhm for sure dude. No matter what the customer says.
@@cheems0508 i mean refund is a customer right too, so why deny it?
When you couldn't even laugh at this because it is true.
Sigh. Yeah.
@@glasgowrangers5525 John is talking about working in a call center can be like this......
@@glasgowrangers5525 this is how call centers really so be tho lol
I work in a credit card call center and we're aloud to hang up on people if they're being rude.
@@glasgowrangers5525 You do realize that most call centers do operate in a similar fashion to this skit, right? The customer service reps oftentimes have zero power to do anything, except to repeat the same few lines in multiple different ways.
To many people, what is shown in this video is actual everyday reality, not so much a comedy skit. Just like in this video, it is the manager who is incompetent, not the reps.
I don't see any rule about putting a customer on hold for indefinitely amounts of time. This happens to me every time I call an insurance company, so I'm guessing it would work for an unruly customer. Put them on hold and see who holds out the longest, you or them lol
I have a solution
1. Buy some snacks, you will need them.
2. Bring some friends over.
3. Tell them that you are going to play a game called "how long will the insurance company keep me waiting"
4. Put 5$ on the longest possible time period. Its a safe bet.
5. Watch a movie, or run a board game, or do any othet type of fun activity with your friends.
6. Have fun!
7. Either you won, in which case you would have earned more money then the insurance would have paid you anyway, or the conpany actually answered the call, in which case you are the true winner.
Actually worked for an insurance company. We couldn't put a customer on hold for more than two minutes. If we for some reason did, we had to check in with them every two minutes to give them an update and let them know we were still there. Was a pain in the butt with angry customers like this, because you would be trying to resolve something for them, and that 2 minute check in would turn into 2-3 minutes of complaining, which made the call take much longer, and then they would complain about how long it was taking. Figure that one out! Instead of you being able to focus on resolving the issue for them, you're wasting time humoring them and listening to them complain about something that often has nothing to do or in no way helps resolve the issue.
@@DaisukeFlamedramon 2 Minutes is way too frequent. But a check is good. Nobody likes seating on the other side of that phone call like an idiot waiting for an hour to maybe hear some response... There's just always the worry that the response isn't coming. That you are going to be forgotten and get disconnected, or otherwise that the guy you're waiting for just went on a break or something and you're still seating there waiting.
So a check in with the customer is a good idea... But I'd make that every 10 minutes or so. 2 Minutes is annoying. I would be pissed if you bothered me every 2 minutes, just to make sure I didn't die of old age waiting.
@@zivunknown Lol I agree, it was too frequent. The policy was in place for the exact reasons you stated, but yeah, 2 minutes was way too often. Especially when you were calling someone else for the customer. (Often the repair shop/tow yard their vehicle was towed to)
@@DaisukeFlamedramon Any chance it was Teleperformance?
gua kalo menang di *S L O T K I N G 6 9* hampir seminggu dua kali
The best solution for Adam is to obey Rowan's rules Literally:
-Ok listen, let me speak to your manager
-i'm sorry sir, my manager told me that he isn't even remotely interested in your complain
LOL
Alan would have said that.
Blame the manager lol. Best response indeed, then try to sympathize with the customer then together bad mouth the manager. Then you get free stress relief everyday lol
I remember doing this when I worked in fast food. Got annoyed at having to explain to customers why we couldn't do things that other branches would do (ie. Steamed buns) that I just told them straight, the manager said we aren't allowed.
Yesssssss!
I didn't know VLDL were now doing documentaries on real life call centers.
And it's at this moment, you can actually see his soul leaving his body.
I think they wanted to branch out. Weird part is that Ben wasn't even acting that was just a strange coincidence.
Call centers are literally the worst thing you can work at, the mentality there with the employees is that you stay nice and take all the sh*t from unreasonable rude customers and the reasonable nice ones don't get treated right, i on the other hand wouldn't lie i took my job seriously and put my heart and brain into it.
The one customer i remember who wouldn't stop calling he ordered a monitor screen 6 hours ago asking why it wasn't delivered yet, i explained to him the procedure and specifically his order details regarding delivery in two days minimum in a very friendly and polite manner . He took advantage of me and kept on telling me how i wasn't doing my job right, heck he even got preaching about how Jesus will punish for this because he will pray. The best you can do there is you should grow extra layer of skin for you get tossed around alot and rarely get people who adress you as a human being and ask things nicely. But hey that's our job it's why we get paid for lol 😂
That’s *kill, but I can’t fix it for some reason. Error code. I should speak to a manager
@@stephenjohn2131 That's on some new level of shiz
Accurate AF. Used to work in a call center. The WORST job I ever held. Worse than flipping burgers or making pizzas when I was a teenager.
I love how the first caller for the call help center is a Ben 😂
😂😂 B - E - N
Of course Ben was the first caller to the call center. The way he was being treated was OUT-RAGEOUS. HONESTLY.
"a Ben"
You mean, all these Bens are different? Clones? What don't I know???????
Bjen
Hamish would be the other type of customer, who starts friendly and has to call over 9000 times, because after months, he still didn't get what he whanted.
"PS: Shut up Alan!" Freakin' hiliarious. Great work as always.
Haha!
im glad im not the only one who saw that
I nearly died when i saw this.
I'm honestly surprised he didn't read that aloud on the second reading.
JUST GIVE IT A FUCKING GO ALAN
As someone who works in a call center, yeah, this is painfully accurate. Call centers literally give you health issues. Just imagine dealing with people like that 8~9 hours a day.
Customer: "I won't hang up"
Me: "Ok then" *put Baby Shark on loop*
Something I’d love to do during my notice period if this song existed back then ❤️
You need to do a sequel to this one where after working the call center he becomes cold, distant and callus just like every hardened call center employee does.
nah that's boring, the suffering of Adam is part of the fun of Bored.
Somebody suggested Adam getting an important call for Rowan, but he's gotta "follow the rules"
This guy worked at a call center.
I think that's too obvious. Maybe the drive to work where he contemplates throwing the wheel and then cry's at the drive through speaker while getting his coffee. Working in a call center might be lifes greatest hack for slowing the passage of time.
Or, Sequel Roan comes to check at night "What are you doing here?" *points rule 3* and Roan goes "Oh? Well then, continue, but we are not paying you overtime." and leaves 30 second short bit for easy video
as someone who works in a soul-sucking call center, i can attest to the complete absence of caring beyond forwarding people to our website. it’s incredibly sad.
As a long-time employee in several call-centers, I can attest this is 90% accurate.
Please, let us know about the 10% ??
So you have been one of those people that just calls people all day long regardless wether they want it or not.
How does it feel to be hated so badly so often
@@cherrydragon3120 where I worked, people wrote in for "free information" - a legal loophole to allow us to call them. Also, there's a very good reason I got out
@@thefreedomguyuk hahahahahaha
@@thefreedomguyuk He would probably get fired if he talked about the 10 %.
I know, I've been working in call centers for years too.
But srsly, exemple of the ten percents are :
- The caller is a lawyer
- The worker "tried" to pass you to his supervisor but you've been instead on hold for 3 hours now. The call costs 5 whatever/min.
- The work station had a sudden and completely unexpected power outage/cut
- The worker had a sudden and completey non-fake health issue (like a cardiac arrest, passing out...)
This is how Adam gets into character for the Weeping NPC
Slow yourself Adventurer
Uh UH uh uh
Cry.wav
[pathetic cry]
Everything makes sense now!
This is literally the call center for IcelandAir, refuse to escalate, refuse to help you in any way when their flight is cancelled, and won't hang up on you.
This is too close to my life, including the amount of training he received.
Same here, same here. They actually told me they just needed some meat to boost the statistics and didn't really care about my (lack of) knowledge at all..
Yep. I worked a call center back around 2002 and can still feel it. The most important thing in the universe was Average Call Time, which had to be below 7 minutes. No one really cared if the problem was solved.
I, of course, disagreed.
@@douglasdea637 Are you my long lost sibling? I experienced the same.
Yeah. Back in the 90's. One night for three hours before I said 'Screw it." and walked.
what is this "training' word you speak of?
Just imagine the long term affects this has on the human subconscious mind.
actually the rules are fine if you arent forced to be polite as rule 4
Also length of call, how many calls are taken and you will be questioned on how many breaks you take, leading to a rather weird conversation why on a particular week each month you take more bathroom breaks. But don't worry if you feel down there is a wall around the top roof so you don't fall off.
I had a job like that, but they didn't care if we just sat there and every thirty seconds made some noise to show we were there and we were fine... it rhymes with bombast
@@kittylitteral5417 you actualy described the last callcenter I worked for.
you became rowan
Ben is soo great at acting an angry customer. Too bad he didn't say "OUTRAGEOUS" :D
I could tell it was Ben, too lol
😂It's so funny when he says that... This is absolutely OUTRAGEOUS!
I didn't realize it was him until I saw your comment
Dont take it personally Adam. That customer is just taking their dark souls frustrations out on you. They dont need a graphics card, they need to git gud.
Love the content as always, great stuff.
It's all connected
I'm pretty sure Rowan can supply a lot of "git gud".
That was outrageous.
But.. I do need a graphics card...
@@saashaa51 Absolutely. Because Rowan is apparently doing some "business arrangement with Japan" everyday from 10 AM to 5 PM. This is his way to GIT GUD!
"Maybe 50 if we ignore the fire code..."
Rowan represents profit oriented management so well.
@Jo Amon ?
@Jo Amon nice yakuza reference
Not really top management though; he represents petty middle managers that are always trying to 'look good' for upper management and do all kinds of stupid counter productive things to achieve it and when it blows up in everyone's face they throw some lower level employee under the bus.
For example, a higher level manager would be aware of business continuity and operational risk management of violating fire codes; any immediate short term gain by ignoring it is not worth the possible lawsuit or regulatory fines that could happen.
People at the top levels usually get there because of competence. People in the middle (especially those stuck in the middle) are usually dumb asses that got their position by kissing up to the right people at the right times. Middle management in the worst.
@@patrickthomas2119 well, and then there are departments where you can't get higher than middle management, at least if you don't want to work in a completely different field
@@UnicornStorm that is true; I am speaking more 'generally' though. in my experience in multiple jobs and in multiple fields middle managers are the worst. If they were more competent they would not remain middle managers for long.
For example I had one really good supervisor about 3 years ago. within those 3 years he went from supervisor to manager, to director and now is a senior director reporting to the Chief executive officer directly.
that is usually what happens with competent middle managers they skyrocket to the top fast because their competence gets noticed fast.
The call centre company I worked at used to quote they had a 420% retention rate of staff per year, turned out that was throughout the entire company and in reality the call centre only had a 20% retention rate.
Part 2. Hamish calls about the computer he ordered.
May have been him this time already. People are very different over the phone VS in person.
Yes lmao, i was hoping someone commented this.
There's a oversight on the rules. Nowhere does it say I can't curse to the damn customer and tell them what I really think of them and their whole family.
Yeah tell them if they don't hang up, their family's skull will be your new collection for soup bowls
unfortunately Adam is to nice for that
@@blackatom4957 I think that could still get you in trouble lol
Yeah, relaxing job. By the rules you can eat, play mobile games, you can put headset down on the neck and just "U-hu, i hear you" every minute. The level of service will drop, but if the bosses don't care, so I don't care either.
@@Azurryu Nope, it isn't in the rules, so it's allowed.
You guys forgot the most important rule, "always ensure that your average handling time per call is within the 300 seconds dictated by management with no excuses accepted for how impossible the targets are."
300 seconds? That's generous
@@zarmaanful Yea I have 120 seconds 😮💨
Coupled with hold time targets that the customers always inflate 😂
I've been on hold for 3 hours!
"Sir, it's 9:15."
Or, you know, "accidentally" hang up for AHT 😂
This is where you don’t work for someone like that. If there’s no shortage of, we’ll sorry, but idiotic people lining up for the job, they can afford to treat them like tissue paper. Learn a real skill and get paid for your time and allowed leeway for impossible customers because you know they exist. ✌️
On my lunch break from a call center job. This is depressingly accurate...
Exactly the same here. 😭
When I 1st saw Office Space I thought it was a good movie but not funny. That was my life.
And he’s not including the racism that we get for having an accent
Oh man. This actually ruined my day by reminding me what I’m returning to on Tuesday
Not really
Poor Adam.
But the part where it said "P.S. Shut up Alan" was hilarious.
Look at the flyer! In the following parts of the video they substituted the flyer with "PS Shut up Alan" to the one without this phrase... I wonder why.........
I did not see that at first lol.
@@hotdubtime you possess a keen eye my friend, great job
So when you’re yelling at a customer service person, remember these two things.
1. They stopped caring the moment you started yelling.
2. They DON’T WANT to help you anymore, because people that take out their frustrations on a low-wage employees with no power don’t deserve any help.
Funny but definitely not every customer service worker's attitude. That's actually just being vindictive and not everyone is vindictive.
@@atrias144 Not being a doormat is not being vindictive. Do not help people who are yelling at you and taking out their frustrations on you.
@@atrias144 How is it vindictive to not wish to help someone who is being a dick to you for things they know you can't control?
@@MrDagren I understand how you feel, but if you're emotionally secure, then it's a lot easier to realize in the moment that most people aren't out to get you. You can make decisions regarding how to respond to customers instead of reacting defensively and/or vindictively at the first sign of emotional stress. The fact is that literally nobody "deserves any help" no matter how nice they are. However, helping customers is the job of a customer service worker. If you take the pay then you should do your best wherever possible. Your decisions have to be intentional, and if you're a good person, they shouldn't be needlessly destructive towards either yourself or the customer. Making choices about how to respond to another person's actions isn't being a doormat, it's being an effective communicator. Sometimes customers make healthy interactions impossible and that's understandable when that happens. Nonetheless, taking an us vs them stance the way the original comment describes is unhealthy, irresponsible, and self-destructive. That attitude, as well as that comment, is naught more than justification for a coping mechanism that people should instead be working to overcome.
So true
Forgot the best part... quota's. Yup never hang up on a customer but also need to answer 20 calls an hour some how.
And make sales on most of those calls.
@@JEDAI501ST Suggestive selling is such an annoying thing, be it call center or not. They want you to push items and complain if you don't meet a quota... rarely do you get any kind of bonus for meeting of exceeding those goals though.
The managers might get a bonus for doing well, you not so much. Worse is when they have conflicting products to sell. Like they want you to push optic mice... but at he same time push a controller.
Or my favorite push a VR headset and a Laptop that won't support it.
@@JustaGuy_Gaming exactly. I really wasn't suited for that job, because I believed that when a person says no, then it's no. Sale or not. I wouldn't push them into buying something that they didn't want. But then my manager takes one of my non- sales and in less than 5 minutes turns it into a sale in front of everyone.
@@JEDAI501ST It's always such short sighed goal too. By pushing stuff that people don't want or don't need, possibly even over priced or defective stock their trying to get rid of it cost you a long term customer for a short term one.
Sure you might get them to buy it today but once they figure out they paid twice the price for half the product or got something they didn't need at all their unlikely to ever trust your store again.
Honesty if I ever have to work at a call center again imma just probably not work there anymore cause the call center is gone and there's a mysterious arson investigation i know nothing about
I felt this in my soul. 😂 You forgot the, “We can’t do this thing, but don’t ever tell the customer ‘no’ or ‘can’t’.”
Im not alone in hell😅😅
What do you even say in those cases? Do you speak like a mysterious NPC? "What you ask indeed is possible, in a parallel universe"
I think a lot of groups misinterpret the don't say no, rather provide alternatives of accomplishing the same task. My favorite cheat way is to say "not at this time"
@@Multibe150 You always have to say what you can do, even though there are some cases there is nothing you can do just play the rodeo clown, and yes some supervisors will make up excuses to avoid escalations.
@@El_Xerus God, the lazy supervisors. You have a customer demanding over and over again to speak to a supervisor amd the supervisor giving you the runaround about not letting you transfer AND a call center rule that, if the customer asks to speak to a supervisor, you must warm transfer to a supervisor.
Bonus points if the supervisor flat out refuses to speak to them and tells you to handle it. That's usually when the real screaming starts . . .
Aaaa this video make me fail pain, a lot of pain, I worked in a call center and the happiest day I had when I worked in a call center, was when I quit.
Poor Adam, always being tortured by Rowan
He did have rowan "slave princess leia'ing" in gold shirt episode so call it revenge lol
It's always adam =(
True
Always being tortured in general lol
Poor Rowan, always having to deal with such utter incompetence.
Ben really just phoned in his performance this time.
This deserves so many more likes.
Outrageous.
Still better customer service than you get when requesting a refund from PayPal. That's a bloody nightmare
I worked a call center for the largest insurance company in the US for about a year. It was pretty much like this. So many times a call would need to be escalated but my manager never wanted to take them. If customers were rude, I would hang up on them after giving them a warning. Towards the last 2 months when I knew I was on my way out. I stopped caring about my times and treated people how they treated me. Bent over backwards to help the nice ones, and called out the rude ones.(that sometimes became nice once they knew they were being a dick) I have never had a job that made me more stressful and gave me terrible anxiety. The "Like a good neighbor" slogan isn't what it once was from what I heard from the call center vets. It's all about keeping the times low and not so much helping the customer. Spot on video! love you guys!
I work in a call center and I can say this is a 100% accurate and feels Adam's pain
call center/retail any costumer service unfortunately
setia banget gue mah sama *S L O T K I N G 6 9* dikasih maxwin terus biarpun seminggu sekali juga... JP nya dadakan kek tahu bulet haha
Should have included a part of "few weeks later" when Rowan takes out his anger on Adam because he has received complains from higher ups that customer service quality sucks.
Episode 2!
Or when he asks for time off and gets denied even though he asked a month before :(
"ADAMMMMMMMMMMMMMMM!!!!!!!!!!!!!!!!!!!!!!!!!"
There are no higher ups. They destroyed the white shirt.
@@ShadowPhoenix82 well, adam showed up in the white shirt last episode, so idk
Yes. This is literally, exactly what it's like at a call center.
I'll be working in a call center in a few days. Can anyone give me any useful tips?
@@caffreydavis218 Get a different job ASAP? (Only partially joking)
I hear there are actually good ones, so hopefully yours is a good experience!
@@caffreydavis218 Don't take anything, ANYTHING, personal... If you can help it. Also, the sooner you despise your job and wish you get fired... The sooner you'll be able to be the agent the company wants you to be.
PS - Shutup William Edwards.
I work at a call center and that thumbs up by your supervisor while youre getting chewed out is very relatable
spoiler warming, the call is actually from ben who's still raging from playing dark souls and is hoping the new graphic card will help help him play better.
You might find it funny(and in case of DSouls it is), but you have no idea how much pain "shooting bushes" cause in EfT or WT. Bigger monitors and better graphics cards do sell well with those:D
P.S.: in WT case you can play in ultra low and remove some bushes(why is that a thing is a mystery), but your eyes will bleed.
@@TheArklyte wow , im actually quite surprised there ! I didnt expected my random joke to be even remotely accurate XD.
Ive never even encounted the dreaded blighttown lag ( mostly because ive played it on PS3 rather than PC ) but i was surprised of how bad people bade blight town to be. Personally i didnt founded it that bad, as long you were careful you were ok. ( and watching out specially for the blowdarts bastards that puts toxic on you , these were my only true frustration down there lol )
@@myselfthethird3393 it was bad enough that I've stopped playing Escape from Tarkov and Warthunder completely.
The point of DSouls is that you learn, you adapt and you can take your time(in most cases). Plus nobody stops you from running to next bonfire or calling a friend. But unlike DSouls in those games I have no option, I can't compensate my shitty eyesight, I can't fix it, I'm stuck with it. (At least until we enter era of transhumanism) So any game that has "pixel hunting" as gameplay feature becomes a nightmare:(
@@TheArklyte pixel hunting sounds awful
@@myselfthethird3393 Blight town was considered bad BECAUSE of the ps3 version. It has since been mostly fixed but it still gets lower framerates than the rest of the game.
ruclips.net/video/Ha6K5KtW3W8/видео.html that video is from AFTER the performance improvement patches, blight town was basically a slideshow before.
I can’t bring myself to “like” this video. It’s just too painful.
Yup, I almost wanted to dislike the video, but I can’t :(
Do it, you coward.
I put the like, because they are really good acting. If the skit is so good to show a situation of the real life, well here's my support with the like.
@@Cra3ier I actually did. First Dirt League video ever that got a thumbs down from me. Too much, even for a dark comedy connosseur :-D
@@henkkaj73 So... in other words, it's just a reverse thumbs-up for achieving exactly what it was meant to do? (ie: show a taste of the infinite pain of a customer support/call center position)
I’ve worked in 3 call centers. First one was for a large technical support company. Absolutely insanely shitty. It was actually hilarious. Basically 12$ an hour for being screamed at for 12 hours. My other 2 were inbound sales jobs. I could legit cuss at customers if needed, my managers loved taking calls and had our backs when half the time they probably shouldn’t have. Made 10x what I did at my first center. But my god. It was hell. How I managed to so CS work for 8 years is a testament to my will power.
yeah they are literally the worst jobs.
As someone who used to work in a call centre, this triggered PTSD that I didn't know I had.
Yeah me too.
Hi Ben 😂 How is he so recognisable even on a phone call?
And he didn't even have to say OUTRAGEOUS once...
I worked in a call center and you forgot a few important things: the customer satisfaction rating that they can solve at the end of their call and say what ever they want and the set quotas per hour that you need to achieve.
I was really waiting for Adam to burst out with his Epic NPC Man cry at the end.
That would've been such an epic crossover moment. Especially if he suddenly became surprised at himself
Same!
Yep, been waiting for cry.wav, too.
As someone who's worked at a call centre, I can confirm.
Same. It's been, I think, 9 years since I last worked in a call centre. But I spent a lot of time there. This video awakened some long dormant emotions.
As someone that had to call multiple call centres, I can confirm that they are just as useless.
I worked at a call centre as well. 70-80% of the calls I got were like this.
When you start to laugh but then you suddenly start crying because anyone who has worked at a call center knows what this feels like. Well done Viva....well done.
Rule 4: Ask if they've tried turning it off and on again.
"Have you tried toggling the option of having a video card on and off?"
"How DARE you ask me to turn it off and on! You're IT, that's YOUR job!"
Tech: have you pluged it in?
Customer: oh course I plu...
Tech: hello?
Customer: *hang up sound*
Honestly, after working IT, the sad thing is is that that worked SO OFTEN, there's a reason we insisted on it. People get SO bent out of shape, but it worked. 🤷🏻♀️
@@hellsingmongrel it just sucks when you describe the exact problem (e.g. I can't connect to my printer after this mandatory update, everything else works. I can use a different PC without the update to connect to the printer. ) And you still get asked to check if it's plugged in. Worse if you have to use a medieval ticket system where you have to wait a few days until you get an answer
"Call centers are the actual worst"
Yes, yes. Add to that if it is an irate Ben on your first call of the day.
He was not that irate when it started
The seventh circle of Hell is just a call centre.
Dude I’m actually scared how good his acting is, I feel so bad for him 😕
me too
Great acting, I feel so sorry for poor Adam! Maybe time to bring back the Gold Shirt as well ;D
From someone who works in a call center, this is exactly how it happens
I've worked at several call centers in the past....this checks out.
That's crap... The one I worked at the rules were that if the customer swears or insults you or the location (nope, not India, or Malaysia or any of those typical countries) we give them the warning and if they do it again we can disconnect the call immediately. Similarly if they keep asking for something you refused due to policy you ask them if they have any further questions. If they start repeating the same nonsense, you politely thank them for the call and hang up. The supervisor was the most experienced agent on shift. Granted we were not selling anything, our client was a baggage handler and we used the tracking system to try and track down the lost baggage and provide information to callers on the status.
Probably deserved it. Most call centers are trash and give no help.
I feel like any job where you'd have to interact with end customers are pretty much like this
@@HellDuke- yeah! ALL call enters have the same policy! I work at an indian windows security call center where we help our customers in exchange for various gift cards and bank account details, and this checks out.
@@kolz4ever1980 it depends. I worked at a call center, and from experience:
Most people working there hate their life and you, the customer, even more so, because you are what makes them hate their life alongside shit pay and hours.
The agent himself, at whatever point in time you’re talking with him, rarely can do a lot by himself. They can give and move and cancel appointments if you’re calling for that, and sometimes they can do a few extra services, but very rarely and very limited.
BUT they can help you, if they make a few internal calls, a lot more. But do they want to? Fuck no, you’re an asshole that makes their lives miserable.
Make them want to help. That’s my advice. Don’t threaten, don’t lie, don’t argue, don’t insult. Be nice, ask them if they can help you, tell them exactly what you want. And when they say no, can’t do that, the reason is because they really can’t do that. (I.e if you gotta pay a fee but the rest is covered by insurance, they often can’t cancel that fee).
But if it’s possible, they might make a few internal calls, send out emails or so, and see what they can do. Either you’re in luck, and it checks out, or you’re not and you gotta take what you can get. No amount of arguing or insulting will change that.
It’s what I do, and usually, it helps me get at least somewhat close to what I want.
Adam's being tortured by random impatient person on phone call because he can't wait for his graphic card to arive
“PS - Shut up, Alan”
- Playtech -
The way they woooshed out of there. Loved it.
"I am not remotely interested"
In other words for Rowan "I ALWAYS MISSED THE PART WHERE THAT'S MY PROBLEM".
Rowan:So I'm gonna need...
Alan and Ellie:*has left the chat*
I have worked at call centers including as a supervisor and this is way too accurate to be funny.
It is amazing the size of balls people grow when they talk to a person over the phone. a Few years ago I worked for a company that had a slightly below CEO level manager that usually swore at employees over the phone , so one particularly bad day he dialed my number (as he usually did) and started dropping f-bombs directly at me over things that was completely unrelated to my department and threw the phone dead in my ear before I could answer. So after the call I decided to get in the elevator go 4 levels up and pay him a little visit. Walked right past his secretary opened his door pulled up a chair sat my 6 foot 6" 260 pound self down in front of a tiny man about half my size and eyes the size of saucers at this stage and asked "so please tell me again what the f-ing problem is". I think he very quickly assessed how good of a doctor he is going to need after security can reach his office because there was an instant attitude shift , had a nice conversation with him , he even offered me a cup of the "good coffee". He did stop phoning me after that. . . ah fun times.
It took me a minute to realise it was Ben on the phone 😂 it’s probably a scam and he never ordered a graphics card.
"Maybe 50 if we ignore the fire code"
That line got me dead Lmao
IKR businesses use absolute minimum requirements for everything.
@@gamerdweebentertainment1616 Thats rather worrying
I had a boss that had me continue working at my desk (not a call centre) during a fire drill, and she was the company’s fire warden. True story.
You and 19 other employees...
@@gwarlow oh my gosh really??
I would enjoy this being a series where we see how Alan and Ellie handle being on the call center
This is accurate. Poor Adam
I can’t help thinking Rowan just got tired of personally yelling at his workers and set this up to save energy.
Studies show that shouting "massive paycut" over and over again strains the vocal chords
yeah, and he has that customers graphics card under his desk.
You know they actually have robots reviewing your calls now? They "listen" for specific wording to rate your performance. It can tell if the customers name was used, if the wording was confident enough, if you kissed their ass enough, etc. I have a robot determing if I took my abuse fast enough to keep my job.
The flashbacks I got from watching this....*shivers*
Same. Horrible memories x.x
Honestly, this is exactly the shit I work for.
For whatever reason, Adam's helpless expressions make me wanna rescue him: "It's okay now, buddy, it's okay. Those mean customers and middle manager won't get you now. It's over... it's over." (pats Adam on the back)
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This hurts my soul. Please stop being so accurate...
I worked in a large call centre for a government department here in Oz and I can tell you this video is pretty spot on.
Call centres should be fucking outlawed!
"PS - shut up, Alan." 😂
Part 2: where it's an important call for Rowen & Adam wont let him take it.
(Adam evil grin) Sorry Dr Brown, my manager is unavailable. You say his blood pressure is 170/115? Goooood.
Or just have someone call and leave the phone then walks away. Can't hang up, can't answer new calls. Oh well
Ironic timing... I had to make a call to a call center, the Government in fact, and it was spot on!
we need continuity .. gotta have Adam stuck on that call for a few skits in which one of them Ben walks in on that call from his mobile
The accuracy of it is haunting. Of course they’d nail the entire experience on whole.
Next episode: A case of murder at playtech.
Best way for Adam to handle it is to take off the headset and afk, while the person is still on the line.
For some reason, I have never insulted a sales representative or anyone that actually takes my call. Helps me a ton. My dad, on the other hand, have always sounded like he owned the company always yapping about that it's their job. I mean, he's not wrong but they're also human beings. You think you'd listen to someone who yells at you and they don't even pay you directly.
It's best to make the person on the other end if the line understand that you consider them to be scum and filth, that way they'll be more inclined to help your superior self.
If there's anything I can actually *do* to help people who are nice and patient, I 100% will. If someone gets belligerent or sarcastic expecting me to bend over, fuck them, I'm smiling the biggest goofiest grin while I repeat script or protocol. Ignore their privileged butts until *they* hang up.
Once had a guy have a fit against me while I was actually trying to help him. "What if I want a $500 steak dinner, and you won't let me access my money?" (Not the case at all). I stopped for a bit, and just started repeating things sweet as poison. They can call back later on when they remember they're talking to people, not peons.
Yeah, respect begets respect. If the customer is nice, calm, and collected no matter how distressed they are, I will do everything I can to help them, even suggest to escalate the call if the situation calls for it. But if they start becoming jackasses because they think they're right (remember, the system never lies especially about numbers.. screw that hurr durr customer is always right bs), here, hold the line for an hour while I take a smoke break, chit chat with my mates and eat my lunch lmao
@@ArcNine9Angel This is true. I was happy to help, but then you get idiot customers like this. It made my day when they requested to be transferred to a department that wasn't remotely related to their issue, and I knew full well said department couldn't do anything to help them. But hey, going to be an dumb as f*** customer. Well, I'll be more than happy to make your life a pain in the butt too, and happily transfer you somewhere that isn't going to get you anywhere!
I don´t fear anybody who complians shouting and demanding his "rights".
But the calm, reasonable customer, that guy/woman who is always polite and never rises his/her voice...... don´t cross this kind of people, because they will f*ck you up as sure as the sun rises every day.....
Rowan: “Ellie I’m really glad you asked that.”
*Proceeds to not answer her question at all*
One call center I worked at had a bonus wheel. The three people who made the most sales in a week got to spin the wheel. Minimum you got $20. Managers got fired for raising morale and encouraging people to make sales using the wheel.
As a call center worker (now trainer), good god this is accurate LMAO
I work in a call center can say this is exactly how it be almost 80% of the time.
As someone that used to work there... I agree lol. Although if you are pretty good over the phone then that person will speak to a manager and that can get you refunds. But sometimes it depends on the company and how bad things were stuffed up.
Generally if you are nice, explain the situation with a valid reason you will get somewhere. But some places like internet companies, will repeat thw same questions over and over again.
So in those circumstances, find out the common troubleshooting online, do this yourself then when you are on the phone, list everything and the results, and if we can go ahead and get the engineer in to have a look, so we don't waste both of our time going through the same steps.
Generally it works really well. Although I often explain I provide tier 2 desktop support for a company and list what I've tried.. So that's how I also get ahead pretty quick.
But I've had other people try this and get much quicker/better results :)
@@Kewlausgirl I have the opposite experience. The loudest morons with the most endurance will get past the floor workers and higher up in the hierarchy, but the nice sane people will just get stomped on (unless you've worked there for a while and learned to tweak the rules a little bit to help a few of the nice people)..
What I've learned from working years and years in a call center is to expect NOTHING when I call a customer support. And not be rude when dealing with a person who takes shit on daily basis. If a company has done you wrong, try to find other channels and not through the phone support.
@@Kewlausgirl doing thr common troubleshooting yourself no longer helps. No joke, i had to restart the modem 4 times once. i did it myself, and the next 3 times with Technical 'support' would you beleive the easy (and faster) fix was just going up to the local store (10miles away) and getting a new box?
I call shenanigans! Alan should still be wearing the white shirt and forcing Rowan to do the job he created. It’s time for Viva La Revolución!
Amazing
Would love to see a episode where the whole group is out at a bar or something and they get accosted by some "scary" people and Adam goes Jason Bourne/John Wick to harken back to the episode where he rides up on a motorcycle and is really cool outside of work. The whole group is great and hilarious, just would love for Adam to get some time to shine as "cool" guy.
The hold and mute button are your only true friends at a call center.
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I don’t know if he could handle the karens
Never haha
Oh he can. unless he got the golden shirt
Unleash the -kraken- Karens!
That'd actually be a call Rowan may be looking forward to take xD
Legends say that Adam is still on call with that client and even hears him go to the bathroom.
after working in call centers for nearly 12 years now, this is spot on!
Only thing they missed is you can't spend too long with one customer but at the same time you can't hang up on them or help them lol.
@@wetlettuce4768 Very true, last inbound b2c I worked at we had an average handling time of 4.5 minutes Oo near impossible when having like 60-80 calls a day...
12 years
ours was 4.5 minutes too and we had to do up & cross sells as well. hell. it was hell.
Well, dang you work on 12 years be it Call center environment, appointment setter - handle both inbound/outbound. It's all the same call center environment even a customer service specialist, etc;. To all people job is job don't give up and I'm starting soon. We're here since through adam cursed sin disobey and he work hard too!. Cheers!@@luzies6334
I quit a call centre about a week ago with very similar rules and ouch. This is so painfully true. People call us for help, our hands are tied, people send us death threat and we can't hang up. Repeat.
This is why I try to be extra nice to whoever I am interacting with on calls (as a customer).
Jeez! That was actually hard to watch. Anyone who has ever worked retail knows what it feels like to be treated like that. It is almost as painful to see it.
Well, I'm usually the one blowing my top on the other end over the arrogant lack of service and the incompetence I'm met with...
@@thefreedomguyuk have you worked retail?
Yes, this skit cut pretty close to the bone.
As a former call center employee...this brings flashbacks lol. Way too accurate!