"I would like to speak to your supervisor..." How do you handle that?
By 2good4sybill
@2good4sybill (91)
Philippines
July 10, 2008 12:50am CST
You did what you need to do within your capacity to resolve the caller's issue who happen to be by the end of his rope out of frustration..what do you tell him or how do you deal with that in your own organization?
3 responses
@zeroflashx2 (2491)
• Philippines
10 Jul 08
Yeah, I've experience some of the sup calls as well. 
At first, I'd really ask for a good reason why the customer needs to talk to a sup. I try to explain as much as I can based on context. They do accept the explanation some times but still wants to talk to the supervisor.
At that point, I just have to give it to my supervisor as it's his/her request. I just hate those supervisors who hides when they start to hear someone talking to an irate customer.
At first, I'd really ask for a good reason why the customer needs to talk to a sup. I try to explain as much as I can based on context. They do accept the explanation some times but still wants to talk to the supervisor.
At that point, I just have to give it to my supervisor as it's his/her request. I just hate those supervisors who hides when they start to hear someone talking to an irate customer. @2good4sybill (91)
• Philippines
11 Jul 08
Hello there! Thanks for your response. Is the recipient of sup calls your actual supervisor or escalation desk? And would they assist in a different way other than what you are allowed to offer?
Is it okay if I post your response on my blogsite?
Sybill
http://callcentersphil.blogspot.com
@zeroflashx2 (2491)
• Philippines
11 Jul 08
Oh, it's ok I don't mind. Go ahead and post it. 
Well, to be honest I've been on both sides. When I was an agent it was mostly an escalation team (from quality) who answered the call. My sup did receive some of my calls but he is usually very busy.
I've been a sup as well. So far, the sup calls that I missed are due to me being on a meeting/out of the office. We're not customer facing though so most of the times we just have request for a call back from sup. Did that a lot of times.
Well, being a sup, you can bend the rules a bit without actually breaking it. You have more control over the issue and the agent who works on it. You'll try to think of ways to give something to the customer without losing.
Well, to be honest I've been on both sides. When I was an agent it was mostly an escalation team (from quality) who answered the call. My sup did receive some of my calls but he is usually very busy.
I've been a sup as well. So far, the sup calls that I missed are due to me being on a meeting/out of the office. We're not customer facing though so most of the times we just have request for a call back from sup. Did that a lot of times.
Well, being a sup, you can bend the rules a bit without actually breaking it. You have more control over the issue and the agent who works on it. You'll try to think of ways to give something to the customer without losing. @2good4sybill (91)
• Philippines
11 Jul 08
Hey..thanks a lot..that's quite interesting..you seem to take your job seriously...I seldom find a call center fellow who actually gives service in it's real sense..If you know what I mean. I would be happy to be part of your team. I bet you enjoy your job,or do you?
By the way, I'll be publishing your comment as part of references and call center agent's forum on my blog site by July 22..You can check it out if you wish. And if you can, I hope you can give me some suggestion or any feedback if you have time. Keep buzzing around!
PS I'll check your site
@chrisone (99)
• Belgium
29 Jul 08
hey :-) , well i do'tn ahve that problem :-) i'm my own organisation so no supervisors etc :-) exept my girlfriend :D lol ;-)
@snowbitz (487)
• Philippines
10 Jul 08
Yes i already encounter that same situation.He was so irate because I was not able to allow him to change information since he was not the BAN Owner he was just the contact person.So first i apologize and escalate it to my supervisor.
@2good4sybill (91)
• Philippines
11 Jul 08
Hi snowbitz! Who acts as your supervisor? Is that your Team Leader? or Escalation desk? Or another agent?
I know that in some call centers, they actually just transfer sup calls to another agent..
By the way, can I post your answer to my blogsite?
Sybill
http://callcentersphil.blogspot.com
