Different Type of Company, Still A Call Center

Sooo....I've gone out of the call center biz...I thought. I got into the Car business last December (12/19/2009) to be exact. I did alright, well better than some guys. My experience in working the phones and online actually helped out. Turns out we do a lot of business over the phone and online.

Now I'm a manager in the BDC (Business Development Center). We went from having all of our leads just go out to who ever was there, and some sales people were fed to having a more structured approach. We actually have a small 10 seat call center. I'm sorta the ACD here. The receptionist tells me I have a call and I distribute it to whoever is available.

It's a whole new beast for sure but still some things are the same.

Keep checking back and I promise to make more of an effort to keep up with this.

I need to vent

Ever get one of those calls you just can't keep to your self? I've created a site just for you. It's OUR turn to vent. Customer service reps unite and head to www.csrspot.com to vent about customers. There are plenty sites for customers to vent now this one's for us.

www.csrspot.com

You may have a virus

We get at minimum a hand full of calls each a day from customers saying they may have a virus. This is often the result of a pop-up or message box telling them they "may" have a virus.

Here's my advice, you already have one. I would immediately do what you can to make sure your anti virus definitions are up to date, disconnect from the internet (if possible) and run a FULL system scan. Not just one of those "Quick Scans" a full scan. It may take a few hours but it's needed.

Sometimes, it's necessary to start up in safe mode to effectively run the scan. Most systems will give you the option by pressing the F8 key (tap until you get the prompt) as soon as your system starts to boot. You'll have a couple safe mode options, "Safe Mode" and "Safe Mode with Networking" all that means is you can get online with networking and can't with regular.

Another option to boot in Safe Mode is using the system configuration utility

• Windows Vista - Cick the Start Menu. In the search field type msconfig, click the boot.ini tab and select safe, you'll also have the option to select netoworking here
• Windows, XP and 2000 - It's pretty much the same thing with the exception of clicking "Run" after clicking the start menu, then typing msconfig.

If all else fails with removing the virus, Google it.

My service is off and I can't get online yet

Here's a classic. We get calls every day helping people get online. Every now and then, Mr/Mrs non payment disconnect demands service be restored because they just made a payment.

Let's marinate on that for a second. We have to wait for you to pay us, sometimes over a month, but you expect us to fullfill the order within minutes. There's this word called provisioning that has to happen.

Better yet, how 'bout I get your account flagged for abuse, then you won't ever have service in your name

Customer Interaction

Call to a Broadband Tech Support Rep:

Tech: Thank you for calling Internet Services, how may I help you.

Caller: I'm having trouble with people hijacking my computer and turning my volume down...oh wait...They're eating my food, I can smell it, they must be under my house

Tech: Ma'am do you need to call the police

Caller: Naw, I don't think so, but how can I prevent them from getting into my computer

Tech: You actually have a couple options, one would be to configure some settings in your firewall and another would be to password protect your pc.

Caller: Ok, but won't fire be dangerouse near the computer?

.....The call went on and on after this. The sad part is, this customer called in to the center again the very next day with the same type of issues.

Makes you wonder what some people are really doing at 3:00 in the morning.