Escalations Team
Starting tonight, I am officially part of the Escalations Team at work. I work as a tech support representative, by the way, and although we are the help desk of our client, not everyone knows everything and agents also need assistance. There are also times when a customer just demands for a supervisor for reasons that are out of our control as a Tier 1 agent. Before, as just one team handling both of these, and the center realized that it’s too much for one team, I guess. So the Escalations Team was born.
Our job would now involve supporting agents, mainly, with their questions and their escalations. Ohhh.. just imagine… 8 hours a day of just taking in calls from irate, or frustrated, or livid customers. Or 8 hours of supporting boneless agents who can’t think for themselves even with all the information that is available to them.
We did some dry runs today for only a couple of hours and I am not pleased to say that I am utterly exhausted. My head is pounding and I’m just ready to sleep now. Should I start checking on insurance quotes in case I implode? or start running amok? or just get myself run over by a bus or something?
It’s not a promotion, but we will not be allowed to go home early anymore and I can go on Over Time as long as I want … if I want… at least that’s what they’ve told us so far. Since I won’t be going on half-day anymore, I’ll start to earn my full salary with the 20% night differential. I’ll be earning big bucks starting today! LOL.
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19 July, 2009 (09:59) | Health, Work | By: Mi

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Mi is a 20-something-year-old tech support agent, wanna-be singer, wanna-be musician, frustrated photographer







