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Maybe minor instances of SC idiocy, but they're going to keep annoying me until I post, I think. Today featured two calls that were strong contenders for the title of "most idiotic caller I've ever endured".
Background: I work at a call center contracted to a major financial institution. My specific assignment is prepaid debit cards issued by, among others, government agencies as a way to pay benefits to their clientele. Standard in my call opening, after security authentication, is to confirm that a listed phone number is still valid and update if it is not. If there is not a listed phone number, ask to add it. This is optional for the customer. If the caller declines, OK, fine, move on to "how may I help you today?"
Granite Gnawer #1: Was attempting to call another major financial institution. NBD, wrong numbers happen. Nicely explained who she had actually called. She continued to demand that I deal with her account. She actually got angry because I had the nerve to state that I could not possibly access account info for a competitor.
Granite Gnawer #2: Declines to list phone number, needs new card. NBD, card replacement is roughly half my calls in a day, very routine. Turns out the address on file will be obsolete in a week. I cannot edit the address for accounts under the agency in question, between authorization and what my system will actually allow. The 7-10 business day timeframe for mail is not acceptable to the caller. I am not able to send the card express, due to her not having funds in the account to pay the express fee, and my having no grounds to even ask a sup to approve a waiver of said fee. Having to deal with contacting the issuing agency and wait 24-48 hours for the address update so the card can be sent with any expectation of it reaching her is also unreasonable, sayeth Her Majesty. Caller then demands that she be called back when her address update processes, since it's apparently unreasonable to expect her to keep tabs on her own account. Two problems with this demand: we don't have the time or personnel to spare her the trouble of taking care of her own account, and her prior refusal to provide a phone number in the first place.
Work in a call center long enough and it will very effectively kill any faith you had that humans qualify as intelligent life.
Background: I work at a call center contracted to a major financial institution. My specific assignment is prepaid debit cards issued by, among others, government agencies as a way to pay benefits to their clientele. Standard in my call opening, after security authentication, is to confirm that a listed phone number is still valid and update if it is not. If there is not a listed phone number, ask to add it. This is optional for the customer. If the caller declines, OK, fine, move on to "how may I help you today?"
Granite Gnawer #1: Was attempting to call another major financial institution. NBD, wrong numbers happen. Nicely explained who she had actually called. She continued to demand that I deal with her account. She actually got angry because I had the nerve to state that I could not possibly access account info for a competitor.
Granite Gnawer #2: Declines to list phone number, needs new card. NBD, card replacement is roughly half my calls in a day, very routine. Turns out the address on file will be obsolete in a week. I cannot edit the address for accounts under the agency in question, between authorization and what my system will actually allow. The 7-10 business day timeframe for mail is not acceptable to the caller. I am not able to send the card express, due to her not having funds in the account to pay the express fee, and my having no grounds to even ask a sup to approve a waiver of said fee. Having to deal with contacting the issuing agency and wait 24-48 hours for the address update so the card can be sent with any expectation of it reaching her is also unreasonable, sayeth Her Majesty. Caller then demands that she be called back when her address update processes, since it's apparently unreasonable to expect her to keep tabs on her own account. Two problems with this demand: we don't have the time or personnel to spare her the trouble of taking care of her own account, and her prior refusal to provide a phone number in the first place.
Work in a call center long enough and it will very effectively kill any faith you had that humans qualify as intelligent life.
He is my Black Dragon (and yes, a good one) strong, protective, the guardian. I am his Silver Dragon, always by his side, shining for him, cherishing him.
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