I have always been fascinated by Call Center job and to my interest I got a job soon after my college.At first I was afraid of whether I will be able to cope up with it or not but soon everything started off well and I was at the floor as a Technical Support Engineer for US inbound call center supporting HP All-in-one printers which have Printer, Scanner, Photocopier and the Fax machine all in one machine.
The first few calls were pathetic and few of the customers were abusive also because of my mistakes.But soon I learnt how to handle them and believe me it is very simple after 15 days on the floor.
And then came some of the strange facts about Americans which proved their intelligence levels.Just 2 of them are mentioned below-
1.I started off with my usual Greeting script and pat comes the reply-’Today I give you an opportunity of preventing me from committing a crime’. And I was shocked.
I hesitantly asked him what crime sir?
He said - I will shoot this bloody piece of junk.
To this I empathised him and made him cool and finally asked for the problem.There was a couple in their 80’s desperate to get their printer working.
He replied - Whenever I submit a print command this printer just sits idle and doesn’t do anything.
So, I started off with usual hardware troubleshooting steps and I found out that it was very difficult for the couple to locate all the wires and plugs.
That call lasted for about 45 minutes and at last it was figured out that the cable form the printer to the computer was not plugged in properly.And then the couple bursted out with laughter.
2.Once there was a routine technical call and during the troubleshooting steps I asked the customer to close all the windows.There was a silence for about 2 minutes and then the customer said I am back.I asked him but where did he go? To which he replied -he has closed all the windows of his room. This was the clear indicator of how well these Americans are technically.