Friday, December 21, 2012

LESSONS FROM A CALL CENTRE SUPPORT STAFF

The last few days had been abnormally hectic at office. My sleeping hours had also become pretty less as we were clocking late nights at work. I was irritable to almost everyone around and stress levels were on the high, not because of the workload, but because of the situations churning up created by individuals. I did end up eating biriyani and chocolates and sometimes eat like a glutton, all these being the side effects of stress.

I hit home and then hit bed pretty late and woke up up pretty late too. I had to work out of home and while in the middle of it, I received a call from an insurance company where I had a policy for my vehicle. I think it was the voice of a very young support staff...probably a young girl. She had called up to verify my personal data and also to fill up the missing areas in that database.  In fact I had fully completed the form, but the company did not collect all the required data through that form. I was so impatient with her and kept asking her in a very angry tone as to why this data was not fully captured when I had filled up the original insurance policy form. I did not even allow her to speak freely and every time she started talking, I kept interrupting, pouring out all my accumulated frustration for which she was not the actual person responsible.

The young girl was so patient and matured in her response. She still continued to politely request me for the data and I finally gave her all the data what she wanted, inspite of the frustration that I demonstrated. She then thanked me and closed the call. An hour slipped by and I realized how immature a person I had been in front of a little girl, who was pretty younger to me. She had in fact demonstrated much more patience and maturity.

An hour later, I related this incident to my sister, as I was feeling bad about it. She told me that the little girl was only doing her duty, and was undergoing the treatment I gave her with patience, because she like many others very badly needed to hang on to their jobs. This is something that I actually know, but I wonder how I still am so very impatient and immature. How blessed I am when compared to so many such individuals going through such difficult jobs facing their rude customers.



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