The Call Center Disgrace (An agent who is making fun of his client)
By Metatronik
@Metatronik (6198)
Pasay, Philippines
December 19, 2011 11:36am CST
I just browsed my facebook and one of my friend's status or update had caught my attention because of this call center agent who is making fun of his customer.
http://www.youtube.com/watch?v=AxAMiapSoxo
Even Direk Joey Reyes made his comment that he was really disappointed by this agent and how come he had passed this process to become a call center agent? That has caught my attention as well since not all applicants are lucky to get this kind of job or it has been hard for them to be hired in other call centers but this guy was able to make it?
I've also seen this blog about him with the screened post of comments about making fun of his clients. Seems that he is wanted now. He is already missing in action.
http://alloverthenews.blogspot.com/2011/12/who-is-shan-cruz-rivera.html
This is totally insane, he will do this kind of violation then now he is hiding because of his senseless actions?
It was also indicated on the blog that he worked on WNS, Results Manila and Sitel. But they think he is working on WNS because of the ID lace. In some call centers gadgets are not allowed when you are already in the floor. I totally agree that legal actions must be filed against him for his violation. For sure this will be aired on our local news. Many Filipinos are now hating him on youtube which is I can't totally blame them especially for other call center agents because what he did is a reflection to the other people or agents.
1 person likes this
5 responses
AHT is average handling time. The lower your AHT is, the better. 
@Metatronik (6198)
• Pasay, Philippines
23 Feb 12
Maybe that video was reported already aside from that I think they should really removed it because that is big shame for us as Filipinos.
@stuckonu (726)
• Philippines
22 Dec 11
I totally hate it when call center agents proudly displays their malpractice. I admit that I do some malpractice too (which are very minor compare to what this agent have done) but I keep it to myself, at least the client won't know and there will be no reason for them to pull out the account. At the same time, this is an elaborate scheme since all his friends are also his accomplice. This gay and his friends must be hunt down and be charged in the court. Being beaten by the public is also a viable option (and my preferred option if I may add)
1 person likes this
@Metatronik (6198)
• Pasay, Philippines
22 Dec 11
I am sure it was also written to their contract that revealing information like this is prohibited. This is confidential matter that they are not suppose to do.
@Graceekwenx (3160)
• Philippines
21 Dec 11
This is such a disgrace! We should all be professional! Furthermore, there is this bill being passed in the US Senate encouraging US companies to give incentive to them if they are to employ US citizens. The call center industry here should be very afraid.
@Metatronik (6198)
• Pasay, Philippines
22 Dec 11
I think this is not the first time that he have done it. Even without this video he have been rude to other customers. Good thing this was not an irate customer as he is lucky that it was just a calm customer who is willing to follow what this agent is doing. But then the only advantage of having this video spread is that we are not suppose to do what he did especially if we have plans to become call center agent as well. And of course we must be aware of the rules and policies regarding the confidential matters of the company.
@chiwasaki (4695)
• Philippines
12 Feb 12
The sad part is, in the end of the day, it is not how you were able to meet your stats but on how you help your customers, that is why it is called customer service. Probably no one will notice your efforts but it is a nice feeling to help people you do not know. A warm thank you from an irate customer is one of the best feeling. Agents should not be proud that their AHT is only a few minutes but was not able to closed or resolve any issues.
@Metatronik (6198)
• Pasay, Philippines
12 Feb 12
Yeah that is the thing that it wasn't being acknowledge on how they were able to help those clients.
Sorry for the innocence but what is AHT?
1 person likes this
@craziestqueenever (1819)
• Philippines
19 Dec 11
I also saw this video on Facebook, To be honest I was laughing at the video on what he was doing but then later on it seems that it is really such a disgrace because he is trying to make fun with the customer. I was Customer Service Representative before, I admit there are times I laugh out loud while I'm having a conversation with the customer but not to the extent that I made fun of him asking some nasty questions. That agent should be punished because I think he has been doing this not just once but for so many times.
@Metatronik (6198)
• Pasay, Philippines
22 Dec 11
That is the problem with this agent that he had crossed the line already and yet what a nerve for capturing himself a video then reveal it in social networking sites.
