embarrassing moments in the call center

Philippines
April 9, 2012 9:34am CST
It was among my first few calls at the first ever call center I worked for. I was so nervous and then I had a very irate customer complaining about their internet connection at home. I wasn't successful at pacifying her, and then she asked for my full name. Now, we were advised not to give personal information to the customers, but this one was very persistent and I got really pressured to just give a name -- any name I could think of. I was using "Jane" as my phone name, coz my real name wasn't very easy for American customers to understand and remember. So, because I was so tensed, withoug thinking hard enough, I blurted out the name "Jane Doe" claiming that it was the answer to her question. She just got so pissed thinking that I was bluffing her. I didn't realize that "Jane Doe" is like "Juan dela Cruz" in the Philippines, or "John Smith". I felt really embarrassed with myself for not being creative enough to think of a more convincing screen name and for being ignorant about the name "Jane Doe". What were your most embarrassing moments working in a call center?
4 responses
@ddaguno (3110)
• Philippines
10 Apr 12
Thank god I no longer work in that industry. it's so sad that in the Phil, if you want a high paying job, you have no choice but to work in a call center. That's why a lot of us go abroad for a greener pasture.
• Philippines
17 Apr 12
You're right, it's sad that most students no longer want to pursue studying because they can very well get a good paying job from call centers without graduating. And, for graduates, they no longer desire to pursue their field, because apparently, call center offer a higher pay at rank level, than other jobs.
• United States
9 Apr 12
I think that it is horrible you have to lie about your name! No wonder so many people have trouble with call centers and other areas if they give you bogus names and you have to call back saying I talked to so-and- so and they say they don't exist. I wouldn't stay in this job, but if no way out, I think I would put a sticky note with a name other than 'Jane Doe' that you can use if the customer is insistent on getting that name.
• Philippines
17 Apr 12
The only reason why we have to use another name, at least for what we were instructed, is to make it easier for customers to understand. Apparently, we are not Americans, so most of us have very peculiar names. Like myself, its a combination of my parents' names and is not very common in the US. It would take more time trying to make them understand my name, which is unnecessary waste of time, than just going straight to resolving the customer's issues. And, if the customers really need something to refer to, in cases when their problems are not fully resolved, they can always ask for a reference number or transaction number. Those would help them better, since it would trace all the details of that particular correspondence.
• Philippines
9 Apr 12
That's what I don't like about being in a call center. You are instructed to lie, and seems that lying is just normal for everyone in that call center, that I don't think they have enough character to be true in their dealings. My most embarrassing moment in a call center is when I was asked by my boss to lie where I live to cloak their dishonesty. I had to stand firm and told him to fire me because I don't like to lie. He fired me and I fired him. The feeling is mutual.
• Philippines
17 Apr 12
You have very strong principles. In my experience, using a different name is not blatant lying. The important thing is you're able to cater to your customer's needs. What's in a name, anyway.
• Philippines
10 Apr 12
i have no experience in call center but i apply in the past and manage to pass only up to second screening and on the final interview they just handed me a letter to apply again in the next 6 months. the other call center call me again after 2 months. but, i lost interest since i got a new job which like the most. beside, i do not like to work n an environment which added more stress in my already stressful life. so save with the headache and heart troubles. the money is good but dealing with complaints is not my cup of tea. so because of your encounter, the next time it happen again. you would already know what to do. good luck n your job and expect more complaints from some arrogant clients..lol..