I think all call center CEOs and owners need to take calls for a week just to see what their agents go through. Maybe then, they will have more empathy and improve the call center industry a bit
jajajajaja have u ever work in a call center???? do u know how is that some person calls u to scream u and u don't have the falls for anything that's crab
Huevos con Tocineta first of all, I have been working call centers on and off for about 10 years. I am actually presently working at a call center before I start back to school in the fall. Second of all, what exactly was your question?
Yep, his comment didn't make any sense I totally agree with you Alisha, call center owners, managers and CEO's should take calls at least during one day so they will remember how it really feels to be behind the phone a 9-10 hours shift
what i tried to say that almost all the manager or supervisor started receiving calls and u know work there is a mess it is not a job at least that u wants to be manager to be all the life that's a awefull job and i saying this because a had worked several times on diferents call center and the last one that i keep working here it's the worst
LOL so true.... call centers are awful. I hate my fucking job, its really too bad I'm stuck at my current piece of shit job until I can find a better one that actually pays me what I'm worth, while my college degree collects dust and I can barely afford to feed myself. That president was a total cunt.
@@mrtwister9002 I know you wrote this 2 years ago, but if I can make a suggestion...Find a trade...I used to work at a call center and I decided to become an electrician in new construction new residential homes. It's good money, you are respected, no one looks at the clock to see how long you're at the bathroom or if you took an extra 10 minutes on lunch. I work a flexible schedule, have a company van, don't have to pay for gas. Life is good. Save yourself...You are better than you think!
He took two calls. Now he can go back to his cushy office and give himself a bonus before he takes the rest of the day off on his yacht after a hard day. Meanwhile, the call center agents get a half-hearted verbal pat on the back after a two minute interview, and then that’s it.
STFU. Why be a CEO if u cant treat your employees right? Check the turnover rate of this company. Dont be surprised if they lose contracts or go out of business bc of poor training, management and environment. CEO my a$$
I've worked in call center's all my life. The trick is to get drunk right before your shift starts. NOT TOO DRUNK!! But just drunk enough that it eases the pain of working at a call center. :) Thumbs up if you agree!!
the problem here is that he told the customer that he's the president. Don't let them know that. they will treat him differently than the do the rep. this doesn't help him get any insight when he let them know his position. and that man was as calm as a cucumber compared to the rest.
The day I quit this job and find something better is the day my blood pressure will lower. I just don't know how long I can last. I'm only 24 and my barber noticed GRAY HAIRS.......damn it man....
Start searching man, it's not worth it! I know it's easy to get "comfortable" in our misery, that feeling you don't have to hurry to find another job because you already have something...
Emanouche That is EXACTLY what I am feeling right now >_____> I need to get up out of this place man, I'm even afraid to say the company I work for in public man. I get triggered because folk gonna ask me all these questions and b*tch to me and I ain't even at work or on the phone. Nah fk that, time for a new job man.
He thought the 2nd call was angry and foaming at the mouth?! Um, no. That was a walk in the park. I do like how he noticed how your mind, hands, and eyes have to all be "on" and working to get the job done. PLUS you have to say the right things, ask the correct discovery questions and remain empathetic and calm. It is multi talent for sure.
I worked in a call centre providing legal advice for almost a year. I will never work in another call centre for as long as I live, one of the most stressful, mentally draining and underpaid jobs ever. Management were twisted, too.
When he said "President of the company" I was like WTF... the dude doesn't even know how to use his company's tools ? I work for a call center, and the CEO started as an operator too .. she buys and tests all the software herself, how does this guy doesn't know ?
and they "casually" chose a cute girl for the video. and a couple of easy calls. I would love to see that man's face during an escalated call. one of those calls that take the agent to the edge, dealing with someone who's actually angry. that man would cry while "Adriana" is on charge of cleaning the costumer's own mess.
He would probably 💩💩💩💩 in his pants and ran out with the escalated calls. Because these caller can put you into a losing your job mode I'm not kidding. So bad
@@glow1815 Yup, it is SO HARD to hold your tongue at times. You just wanna really lace into the asshole customers. I would too if QA wasn't listening. Every day I become, more and more demoralized and less motivated to help customers and I intentionally don't meet my metrics because I just don't give a shit anymore. But, I will take their pittance of a wage while I find a real job.
That President was happy to sit next to a cute young girl with a great smile. He also looked like he couldnt wait to get the hell out of that torture chamber. You know he lives in a big house has a brand new car and plenty of disposable income and does no "real" work all day everyday. And that poor girl takes verbal abuse on a daily basis from customers and probably lives in a small apartment with a loud barking chiwawaw has an overpriced cable and cell phone bill, drives an economy car and shops at tj max. That's America.
when the caller cursed at him he immediately shoved that he's the president...imposing priveledge just to save himself from humiliation...now the president knows how hard it is to answer calls
I’ve worked in three different call centers and I’ve never seen a CEO taking calls, that would definitely help to improve the way calls are handled and also facilitate the work for the CsR and will eventually create more customer service satisfaction, kudos to that president for taking the time!!
The president of the company would have failed my QA score. So would the agent. They never validated the account, showed empathy or offered additional support!
"I don't know how you do it, I'm just glad you do so I don't have to and can sit back and rack the millions while you get paid 12$ a hour to get screamed at all day."
Call center job is absolutely not for those soft hearted. It compose beyond extra mile patience, knowledge, professionalism for you to be a Great Customer Service.
It's PR bullcrap, I've seen other CEOs do it too. They do a few hours, make sure they are filmed by the cameras, edit out what they don't like, they don't care if they mess up the calls and there is a real employee that is next to them to pick up the slack when they inevitably screw up. Then they go back to the clouds above us poor mortals making 300 times our salary in one year.
I work for a bank, for a call center. Luckily, I get to work from home. And at my age, I could care less if you scream and curse, or try and drag me into the personal hell you've created for yourself. I am a large gray rock. My life goes on, while you, meanwhile, dear cx, remain mired in your own misery.
That guy is so clueless, that I'd actually consider it a personal insult, if I worked there. The president at the company having so little of an idea about what his front-line staff actually go through. Those Agents are the Face and Voice of your company. Show them some appreciation. A good way of doing that would be to take 100 Live Calls, Solo. In the exact same circumstances that you expect your Agents to work in. That means no saying you're the Pres'. No passing it off to the person next to you. And certainly no letting your managers who you really are, so that you get the same shit your agents get from Managers and Team Leaders, when you inevitably fail to meet the very standards you yourself set.
I like that the owner decided to sit in with his employee(s) to see what type of customer calls his employee(s) endure. And how the employees handle the customers.
I always try to tell my sup you need to start taking calls again so you can see what we go through bc calls are different from when you took them 10/20 years ago
People, call centers are WORST than this, it is NOT a friendly environment and managers are the worst part of working in call centers, i hope that this CEO makes something to makes his employees happy.
It always makes me nervous when the people from headquarters comes and listens in on my calls. I know they aren't there to see if we are do everything right in a technical sense but seeing how we interact with customers but still.
As for the rushed talking and actions I'm guessing that the past agents were very concerned about average call time . This is being monitored and measured for call metrics
The next day Chuck Harris decides to visit the call center in his new Lamborghini Adriana sees him and says "wow thats a nice car" He replies "Thanks Adriana; if you keep working hard, putting all your hours in, and strive for excellence, I'll get another one next year"
It seems nice that he did this but if you’ve worked in a call center it’s kind of a slap in the face. It’s two easy calls where he used his position to change the tone and attitude of the customer. He didn’t listen to the first persons problem and made them repeat what they said, didn’t empathize, mentioned someone else was on the line, and handed the whole call off to someone else. His tone and his lack of customer service would get him written up so fast. I don’t think he could pass training. Again, these calls were easy. None of what happened was hard. If he thinks a customer being frustrated is hard then he has never worked in customer service or understands what that kind of job really entails. If you’re going to do this kind of video, do it right. Take an actual call like everyone else. This isn’t how call centers work. This makes the job look easier than it is.
When they want us to handle calls in under 8 min 30 seconds.. I think they need to show us they can do it first before implementing those type of metrics.
The girl looks so nervous.. I use to work in a call center ma manager sat next to me once I extended the call for 1hr he just left 👈 ma manager gave me signal to wrap the call I ignored him and placed call on mute and advised him not to disturb while I am on call..
Audric Williams They needed to restate what the customer said, show empathy, and put the customer at ease by letting them know you will be happy to resolve the issue.
Actually, I'm from Philippines and I'm a call center agent. I really enjoyed my work. I know it's a hectic job but what I really like about it is that our work environment is incredible. You just gotta find the environment that suits you. And proud to say that our company is the Top 1 best support center for AT&T.
Wish We had that kinda president .. just feels good if someone who is higher in the hierarchy to come and sit with u .. do what u do. Get an understanding of how u do it and the challenges u face each day . .
I enjoy this work, I've learnt to deal with different customers, irate, illiterate, nice, slow, fast, all knowing, l can handle them very well, it's not a difficult job when you know the product very well and don't take what irate customer say personally, it is not you they're mad at but the product or company
I'm a CSR for a company contracted with the federal government and let me say....this President is on the right track. Good to see him taking some of the anger and frustration his CSRs deal with daily.
What the f&@% was the point of him sitting there and listening to calls only to say well I’m the president and Adriana did all the work?!? This is complete bs and a photo op instead of the president really getting his hands dirty or so to speak. I seriously doubt anything changed for that call center after his “visit”
Well call centers are like the best place to earn a descent money for the ppl who have tough times and for students as well we're one can pursue his/ her education by correspondence without being a dropout.......
I have been working in a call center for 2 weeks, and I feel so bad because I'm having problems to understand my customers, but WOW He is the CEO and He has no idea what his company is doing 0_0
If Adriana was my work buddy, I’d instantly go into work smiling knowing I’m working next to someone as pretty as her.. but then find out she has a 6ft 5 boyfriend that makes triple my annual income and is well endowed than me and then I’d feel like crap afterwards knowing that I’d just be spinning my wheels at work and then a few months in, find out she has transferred to another department.. I got a lot of issues🤔
Side barging with the president of the company? That's a good idea 💡! For him to know how screwed their system is.I eat all the cursing coming out from my headset every single day!
I was able to handled callers under that brand of card Skylight - Paycard before and our QA, SME's, Managers and Business Director keeps on reminding us not to forget to ask important informations like names of the callers for security verification process.
I think all call center CEOs and owners need to take calls for a week just to see what their agents go through. Maybe then, they will have more empathy and improve the call center industry a bit
jajajajaja have u ever work in a call center???? do u know how is that some person calls u to scream u and u don't have the falls for anything that's crab
Huevos con Tocineta first of all, I have been working call centers on and off for about 10 years. I am actually presently working at a call center before I start back to school in the fall.
Second of all, what exactly was your question?
Yep, his comment didn't make any sense
I totally agree with you Alisha, call center owners, managers and CEO's should take calls at least during one day so they will remember how it really feels to be behind the phone a 9-10 hours shift
what i tried to say that almost all the manager or supervisor started receiving calls and u know work there is a mess it is not a job at least that u wants to be manager to be all the life that's a awefull job and i saying this because a had worked several times on diferents call center and the last one that i keep working here it's the worst
i didn't ask u by a bad way jejejeejje i had curious because almost anybody knows how that feels
Call centers are literally hell on earth.
Literally?
To Jkvelsque 84, Yes, Verizon call center in Brooklyn, where national discrimination exists and divisions again their own *UNION* co-workers.
They forgot to add the part where you have a team leader or quality controller taking you aside to ask why you were on a call for more than 10 minutes
LOL so true.... call centers are awful. I hate my fucking job, its really too bad I'm stuck at my current piece of shit job until I can find a better one that actually pays me what I'm worth, while my college degree collects dust and I can barely afford to feed myself. That president was a total cunt.
YAAAASSSS!
It was 7 minutes in my previous company. Imagine had to satisfy both customers and management at the same time
Where do you guys work I work at a call center thats in bound its pretty relaxed compared to this
@@mrtwister9002 I know you wrote this 2 years ago, but if I can make a suggestion...Find a trade...I used to work at a call center and I decided to become an electrician in new construction new residential homes. It's good money, you are respected, no one looks at the clock to see how long you're at the bathroom or if you took an extra 10 minutes on lunch. I work a flexible schedule, have a company van, don't have to pay for gas. Life is good. Save yourself...You are better than you think!
He took two calls. Now he can go back to his cushy office and give himself a bonus before he takes the rest of the day off on his yacht after a hard day. Meanwhile, the call center agents get a half-hearted verbal pat on the back after a two minute interview, and then that’s it.
That’s why being a ceo is best. Stop being bitter that u have no good business ideas of urself and are gonna stick at the same job ur whole life.
Amen to that. Probably has a leather Mistress on the side that makes him dress like a girly man. Lol
STFU. Why be a CEO if u cant treat your employees right? Check the turnover rate of this company. Dont be surprised if they lose contracts or go out of business bc of poor training, management and environment. CEO my a$$
@@jayjayhibbs Why don't you go pop a couple pill cocktails and go do the human race a favor?
Every call center ceo/manager should spend AT LEAST a full shift on the phone.
Full shift? No, a whole month. Let him HAVE IT! And all the bullshit we as agents put up with on a daily basis. While HE gets rich off of us!
@@mrtwister9002 call centre union
I totally agree.
No way. Put 'em on the phones for an entire month
with no help
That girl is so nice. She deserves better than a call center
I've worked in call center's all my life. The trick is to get drunk right before your shift starts. NOT TOO DRUNK!! But just drunk enough that it eases the pain of working at a call center. :) Thumbs up if you agree!!
You give the best at work, when you are high.
I knew a guy who took xanax before every shift
@@ankitpal7806 Maybe the telephone techs do this too.
the problem here is that he told the customer that he's the president. Don't let them know that. they will treat him differently than the do the rep. this doesn't help him get any insight when he let them know his position.
and that man was as calm as a cucumber compared to the rest.
Exactly.
kimmalya higurashi you got it!
He wanted to say it because it makes him feel important
@@Jayg2420 ..you are right
My thoughts exactly, let them think you are just a guy behind the mic then see how you are treated. None of these calls were anywhere near escalated.
I worked in a call center. Never again.
slwh111 me too it sucked
I quit today, woot!
The day I quit this job and find something better is the day my blood pressure will lower. I just don't know how long I can last. I'm only 24 and my barber noticed GRAY HAIRS.......damn it man....
Start searching man, it's not worth it! I know it's easy to get "comfortable" in our misery, that feeling you don't have to hurry to find another job because you already have something...
Emanouche That is EXACTLY what I am feeling right now >_____> I need to get up out of this place man, I'm even afraid to say the company I work for in public man. I get triggered because folk gonna ask me all these questions and b*tch to me and I ain't even at work or on the phone. Nah fk that, time for a new job man.
He's very transactional. No apologies , no empathy to customer's.
Why apologies? Is it Your foul?
Dont compare this to the call center's in the philippines where you do call workflow. These agent always get straight to the point.
In US there are straight forward.No emphathy needed
@@MrSlashfreak27 correct
Well that could give u high AHT
He thought the 2nd call was angry and foaming at the mouth?! Um, no. That was a walk in the park. I do like how he noticed how your mind, hands, and eyes have to all be "on" and working to get the job done. PLUS you have to say the right things, ask the correct discovery questions and remain empathetic and calm. It is multi talent for sure.
Two calls. Nice. He is experienced now, now he can say the he's been there, done that.
RIGHT?! If he had dropped the "I'm the President" schtick, he would have REALLY experienced what call center agents go through on a daily basis
I worked in a call centre providing legal advice for almost a year. I will never work in another call centre for as long as I live, one of the most stressful, mentally draining and underpaid jobs ever. Management were twisted, too.
I thought this said Chuck Norris visits call center lol
UselessMedia! Me too
Hahahahaha this comment made my day better!! 🙌🏼
That'd be awesome
Chuck Norris doesn't call customer service to complain, customer service calls Chuck Norris to apologize
UselessMedia! Same
prime example that the higher ups really dont know what we go through. they cant even do it.
When we have to ask sups questions they never know the answer so we just self teach lol
Sounds like nothing has changed
When he said "President of the company" I was like WTF... the dude doesn't even know how to use his company's tools ? I work for a call center, and the CEO started as an operator too .. she buys and tests all the software herself, how does this guy doesn't know ?
They don’t need to. That’s why it’s your job!
I'm really happy about my call centre then. Our TLs are like walking helplines. :D :D
and they "casually" chose a cute girl for the video.
and a couple of easy calls. I would love to see that man's face during an escalated call.
one of those calls that take the agent to the edge, dealing with someone who's actually angry.
that man would cry while "Adriana" is on charge of cleaning the costumer's own mess.
As somebody who used to work in a call center taking escalated calls... I'd like to see this also.
Same.
Or after a week of 8 hour shifts of calls.
He would probably 💩💩💩💩 in his pants and ran out with the escalated calls. Because these caller can put you into a losing your job mode I'm not kidding. So bad
@@glow1815
Yup, it is SO HARD to hold your tongue at times. You just wanna really lace into the asshole customers. I would too if QA wasn't listening. Every day I become, more and more demoralized and less motivated to help customers and I intentionally don't meet my metrics because I just don't give a shit anymore. But, I will take their pittance of a wage while I find a real job.
That President was happy to sit next to a cute young girl with a great smile. He also looked like he couldnt wait to get the hell out of that torture chamber. You know he lives in a big house has a brand new car and plenty of disposable income and does no "real" work all day everyday. And that poor girl takes verbal abuse on a daily basis from customers and probably lives in a small apartment with a loud barking chiwawaw has an overpriced cable and cell phone bill, drives an economy car and shops at tj max. That's America.
Haha this guy would not last an week in an call center
megan Mihalisin that’s why his the boss
@@jaykola7547 no thats because of his dad
"a"
he wouldn't last a day, I doubt he will change anything.
LMAO True that.
when the caller cursed at him he immediately shoved that he's the president...imposing priveledge just to save himself from humiliation...now the president knows how hard it is to answer calls
they are covering the customer's personal info with that beep...
Yeah it was the name of the customer that was bleeped
guy doesn't even know how the system works
Who gives a shit its a Call center
Tyrique Daniel hes a CEO, he keep the whole company going, he doesnt do this gay bs... Just bc he doesnt know how thi system works doesnt mean shit
@@tickitsneso2903
Oh of course, no need to know how to run the business you are running...
@@mrtwister9002 I actually work for a company that get ran by someone else, not the owner himself
Everytime they bleep the names, i like to think he's swearing at the costumers 😂😂😂
I’ve worked in three different call centers and I’ve never seen a CEO taking calls, that would definitely help to improve the way calls are handled and also facilitate the work for the CsR and will eventually create more customer service satisfaction, kudos to that president for taking the time!!
The president of the company would have failed my QA score. So would the agent. They never validated the account, showed empathy or offered additional support!
Right. The VP know nothing. Not even an apology smh
He would fail mine too, except that where I work we shouldn't offer more assistance 😅
@@Maurelin22 lmao
They are not going to ask personal verification questions for a video on YT. Come dude, thats common sense.
PUHHHLLLEEEZZZZ, CEO dude BARELY got a taste.
The agent was so cute.cutenesssssssssss overload.....
"Alright. Thanks for being a customer." I'm sure that is not their call closing and a rep would be fired probably for saying that.
Not in all call center. Depends who you work for.
+Foley
Yes, that was an awful closing.
Or at least heavily reprimanded
@@glow1815 >>> No that was a straight up horrible closing no matter where and what call centers you came from.
That could be used in a training class for an awkward call ending comic relief and to reiterate the opportunity to brand the call at closing.
"I don't know how you do it, I'm just glad you do so I don't have to and can sit back and rack the millions while you get paid 12$ a hour to get screamed at all day."
Reality to differentiate an slave employee and the owner Boss..
Thats life!!
$12 per hour?? More like $3 per hr in the caribbean😕
I work in one too , hell if it was $15 an hour like i seen some others offer id be glad to hear peoples shit
Try only 10.50 and I work for a well known big utility company smh
Emanouche some of us get less than that especially when we we’re not in the US it’s like $3.50
If he thought that was an angry customer my god he’s would be in for a terrible surprise if he ever decided he wanted to work in a CC as an agent lol
Jeezus nobody cares you’re the president
I don't know what it is but everytime they're talking and that "beep" noise goes off, I imagine them cursing ^^...
It was all about the service and it is confidential so it needs to be censored
Call center job is absolutely not for those soft hearted. It compose beyond extra mile patience, knowledge, professionalism for you to be a Great Customer Service.
Wow. Even the President of the company does not know how to take calls....
Did you really expect the VP or PR them clowns know how to take calls you're kidding me right???
@@glow1815 Of course you idiot. I work at a Contact Center myself and even our CEO handles calls.
Miguel Victor L. Maravillas hahahaha...
At least Chuck Harris is taking calls to see what's it like. That's a great step by the President to get a real time interaction with the customers.
It's PR bullcrap, I've seen other CEOs do it too. They do a few hours, make sure they are filmed by the cameras, edit out what they don't like, they don't care if they mess up the calls and there is a real employee that is next to them to pick up the slack when they inevitably screw up. Then they go back to the clouds above us poor mortals making 300 times our salary in one year.
Yeah like what is he going to change really??? I bet you nothing. This is part of his job.....so he can pocket $$$$$$ fyi
@@Emanouche yes I agree. Nothing is going to change for the poor employees unfortunately.
I work for a bank, for a call center. Luckily, I get to work from home. And at my age, I could care less if you scream and curse, or try and drag me into the personal hell you've created for yourself. I am a large gray rock. My life goes on, while you, meanwhile, dear cx, remain mired in your own misery.
A large gray rock. I love it! 😂💀😂💀😂💀
It would be more interesting if he did not mention that he is the President.
CEOS with no call center experience are running these callcentration centers...now THAT is comical.
2:29 Customer said thank you. In our process if the customer said thank you, you need to respond with a welcome. 😊 -friends from Philippines.
😂😂😂😂
That's true, people in the Philippines are very down to earth even if you're the boss
That guy is so clueless, that I'd actually consider it a personal insult, if I worked there.
The president at the company having so little of an idea about what his front-line staff actually go through.
Those Agents are the Face and Voice of your company. Show them some appreciation.
A good way of doing that would be to take 100 Live Calls, Solo. In the exact same circumstances that you expect your Agents to work in.
That means no saying you're the Pres'. No passing it off to the person next to you. And certainly no letting your managers who you really are, so that you get the same shit your agents get from Managers and Team Leaders, when you inevitably fail to meet the very standards you yourself set.
Well fucking said. Righteous!
This comment right here! 🙌🏽🙌🏽
My boss is completely clueless..Not only that but also very proud of it...Complete ASSHOLE..Fuck him.
And he wont care if someone gets fired unfairly cuz he has NO CLUE
No customer is difficult till the time they allow us to speak and make them understand.
I like that the owner decided to sit in with his employee(s) to see what type of customer calls his employee(s) endure. And how the employees handle the customers.
Treat great your employees the way you what them to treat your customers.
I hope at least 50% CEO are like him (RESPECT)
I always try to tell my sup you need to start taking calls again so you can see what we go through bc calls are different from when you took them 10/20 years ago
Most Sup's are lazy and don't want to take calls anymore.
IKR!!!
I am in a call center as well and some calls are very tough. I admire that she seems so reserved but then handles the call with confidence.
People, call centers are WORST than this, it is NOT a friendly environment and managers are the worst part of working in call centers, i hope that this CEO makes something to makes his employees happy.
4:15 “good morning sh*t face, my name is Adriana”
It always makes me nervous when the people from headquarters comes and listens in on my calls. I know they aren't there to see if we are do everything right in a technical sense but seeing how we interact with customers but still.
Me too ... I feel very nervous and start shaking
I used to work there. This brings back a lot of bad memories
Like many other call centers that place looks like a callcentration camp. All packed in a room to receive verbal abuse
Where i work if we ever told the customer there was two of us on the call we'd be fired.
She tried giving him a pen at 1:05 lol
How appropriate that the president delegates all the tasks even when among the peasants.
As for the rushed talking and actions I'm guessing that the past agents were very concerned about average call time . This is being monitored and measured for call metrics
He needs to learn how to say I'm sorry to the customer. Horrible customer service Mr. President
The next day Chuck Harris decides to visit the call center in his new Lamborghini
Adriana sees him and says "wow thats a nice car"
He replies "Thanks Adriana; if you keep working hard, putting all your hours in, and strive for excellence, I'll get another one next year"
shutup nigga
Anybody can be good taking one call a day
lol so true. That guy was a total bitch, he got off easy.
you see how their faces change, thats stress starting
Hahahaha, this is amazing. Every boss or president of a company should do this.
Its been 8 years when I left call center. I miss it
The president doesn't even know how to read or check the systems and informations in front of him. 😂
Adriana is cute
So chuck Harris visited hell
It seems nice that he did this but if you’ve worked in a call center it’s kind of a slap in the face. It’s two easy calls where he used his position to change the tone and attitude of the customer. He didn’t listen to the first persons problem and made them repeat what they said, didn’t empathize, mentioned someone else was on the line, and handed the whole call off to someone else. His tone and his lack of customer service would get him written up so fast. I don’t think he could pass training. Again, these calls were easy. None of what happened was hard. If he thinks a customer being frustrated is hard then he has never worked in customer service or understands what that kind of job really entails. If you’re going to do this kind of video, do it right. Take an actual call like everyone else. This isn’t how call centers work. This makes the job look easier than it is.
not offering additional assistance, no apology, no empathy and he is the president.
john newman definitely no empathy!
This guy knows nothing about the culture of his own company lmao no skills or interest in his own jobs at all
I picked up on that immediately as well. That was guy was totally worthless. The agent was sexy as hell though.
When they want us to handle calls in under 8 min 30 seconds.. I think they need to show us they can do it first before implementing those type of metrics.
1:05 ..legends says that President Chuck is still missing his pen to this day.....
THAT'S WHY ITS GOOD TO WORK FROM HOME
The girl looks so nervous.. I use to work in a call center ma manager sat next to me once I extended the call for 1hr he just left 👈 ma manager gave me signal to wrap the call I ignored him and placed call on mute and advised him not to disturb while I am on call..
They didn't express any empathy towards any of the customers. That shows they weren't truly listening
Audric Williams They needed to restate what the customer said, show empathy, and put the customer at ease by letting them know you will be happy to resolve the issue.
sasilver1 true
Hahahahhahaha that he ask that lady what's going on in the customer's account WITHOUT MUTING THE MIC! 😂😂😂
Actually, I'm from Philippines and I'm a call center agent. I really enjoyed my work. I know it's a hectic job but what I really like about it is that our work environment is incredible. You just gotta find the environment that suits you. And proud to say that our company is the Top 1 best support center for AT&T.
What BPO u work? Hope u don't mind
Yeah what BPO?
so they already drained your soul? good. keep serving your masters.
Wish We had that kinda president .. just feels good if someone who is higher in the hierarchy to come and sit with u .. do what u do. Get an understanding of how u do it and the challenges u face each day . .
Nice initiative by mr.chuck Haris glad to see this video
I enjoy this work, I've learnt to deal with different customers, irate, illiterate, nice, slow, fast, all knowing, l can handle them very well, it's not a difficult job when you know the product very well and don't take what irate customer say personally, it is not you they're mad at but the product or company
I'm a CSR for a company contracted with the federal government and let me say....this President is on the right track. Good to see him taking some of the anger and frustration his CSRs deal with daily.
Where’s the video of the 10 people taking a smoke break when they should be taking calls 😂
fuck off
What the f&@% was the point of him sitting there and listening to calls only to say well I’m the president and Adriana did all the work?!? This is complete bs and a photo op instead of the president really getting his hands dirty or so to speak. I seriously doubt anything changed for that call center after his “visit”
1st call: ID & V fail
Jesus I thought the Facebook ad at the beginning of every video was still playing and glitched. That was a trippy intro.
Did anybody observe how casual he was on the first call
4:53 "...what the fuck he say? Whatever, OKAY"
My God Chuck you got sweaty that's the heat of customer service
We get customers like that dude all the time. So, this is definitely not rehearsed.
Well call centers are like the best place to earn a descent money for the ppl who have tough times and for students as well we're one can pursue his/ her education by correspondence without being a dropout.......
5:35 Hey that girl is an escalation rep. So am I! You go girl!
hahaah...😂😂😂 no empathy statement.. but thats okay Mr. President.. mistakes makes you perfect..
I have been working in a call center for 2 weeks, and I feel so bad because I'm having problems to understand my customers, but WOW He is the CEO and He has no idea what his company is doing 0_0
If Adriana was my work buddy, I’d instantly go into work smiling knowing I’m working next to someone as pretty as her..
but then find out she has a 6ft 5 boyfriend that makes triple my annual income and is well endowed than me and then I’d feel like crap afterwards knowing that I’d just be spinning my wheels at work and then a few months in, find out she has transferred to another department.. I got a lot of issues🤔
Side barging with the president of the company? That's a good idea 💡! For him to know how screwed their system is.I eat all the cursing coming out from my headset every single day!
Why aren’t there any security questions to confirm that it ain’t fraud
I love she is so cute
I am a QA analyst, your QA Score is -10%, lol
He's so out of touch, just shows the difference between the pawns and the people in the top.
Places like this are just one step above McDonalds and Walmart.....it still sucks.
I was able to handled callers under that brand of card Skylight - Paycard before and our QA, SME's, Managers and Business Director keeps on reminding us not to forget to ask important informations like names of the callers for security verification process.
Diana has seen someone she knows and smiled
Id rather be dead than work this kind of job. Not even kidding.
Lol
He wouldn't even make it a day experiencing what his associates deal with on the regular.
o gosh when is this......... such a humane and understanding ceo
excellent
She’s so purty
Hahahaahha yes that guy was calm i used to take escalation call myself and there are calls even worst but i got used to it also