This week has been very interesting, and today was great! I've been training again at work, however not one class with the same people. Instead, I've been training everyone on my contract during the day in groups of 5 or 6. This past week I was trying to catch up on those who've been gone or for one reason or another weren't able to be in class the first two weeks. I've also been going around and having those who didn't pass the first time re-take the test and try to pass it the second time. A few highlights:
Lastly, each agent is supposed to receive one coaching a week from quality. These are usually calls that got recorded from customers calling in. Going one week without is okay. Two gets a bit harry and at three weeks with no coachings the quality team really starts to look for calls to feedback. Well, since I've been 1) training and 2) getting certified for quality, I haven't been on the phones at all this week. And, I've been hearing about it from quality and managers alike, all vying for the "opportunity" to coach a call I make. So, today my manager told me he was going to coach a call of mine. He wanted me to make a callback to a customer and he'd listen in on his phone. Around 6:15 I finally finished my training (yay!) and got a call to take.
It was a great call. Not to brag, but I'm good at my job (and I actually do need to remember that.) I did everything right on this call. The guy was happy with the service, I offered him products, I used all the tools required, and I proved we fixed his problem. All this with my manager a cube away, listening in on my call, throwing darts at me, and turning on annoying singing ducks and screeching monkeys, not to mention the little bit of stress that's there when you know someone is listening to you. But I did it, and the customer was very satisfied.
After the call I told myself to not get cocky and listen to the feedback he was going to give me. My manager isn't always the nicest guy, kinda hard to read at times. He was a bit elusive and handed me my sheet and told me to read what he said as he finished some paperwork. I'm reading this and he's got good stuff to say about the call. So I looked at the last page that tells me the score, and I got 100%! That's a BIG deal! If I meet all expectations I'll get a score around 80-90. In order to get 100 I had to exceed all expectations and I did on this call!
My manager went on to tell me this was one of the best calls he's coached and how I did a great job. He wasn't sure how the customer didn't say I was "extremely..." which would have given me an ECE "Exceptional Customer Experience" award, but my manager was thrilled. He went on to praise me and tell me that this is why I'm getting so many opportunities and how he and others have noticed my good performance and just went on and on.
I can't tell you how much this made my week! It's been a great week, but this topped it. To be given the opportunities to do all sorts if different projects, then to come back to the basics, helping customers, and get such a great score and praise from someone was absolutely wonderful.
I love my job and I have to give God the credit, because I never would have expected it to happen.
- Being told by an agent that she wasn't confident in what she was being tested on, proceeding to pass (100%) the test and then tell me at lunch she was very grateful to me for taking the time to make sure she understood what was going on. Very encouraging!
- Having another agent tell me in a similar way that he appreciated the time I was willing to take to make sure he passed and understood the information.
Lastly, each agent is supposed to receive one coaching a week from quality. These are usually calls that got recorded from customers calling in. Going one week without is okay. Two gets a bit harry and at three weeks with no coachings the quality team really starts to look for calls to feedback. Well, since I've been 1) training and 2) getting certified for quality, I haven't been on the phones at all this week. And, I've been hearing about it from quality and managers alike, all vying for the "opportunity" to coach a call I make. So, today my manager told me he was going to coach a call of mine. He wanted me to make a callback to a customer and he'd listen in on his phone. Around 6:15 I finally finished my training (yay!) and got a call to take.
It was a great call. Not to brag, but I'm good at my job (and I actually do need to remember that.) I did everything right on this call. The guy was happy with the service, I offered him products, I used all the tools required, and I proved we fixed his problem. All this with my manager a cube away, listening in on my call, throwing darts at me, and turning on annoying singing ducks and screeching monkeys, not to mention the little bit of stress that's there when you know someone is listening to you. But I did it, and the customer was very satisfied.
After the call I told myself to not get cocky and listen to the feedback he was going to give me. My manager isn't always the nicest guy, kinda hard to read at times. He was a bit elusive and handed me my sheet and told me to read what he said as he finished some paperwork. I'm reading this and he's got good stuff to say about the call. So I looked at the last page that tells me the score, and I got 100%! That's a BIG deal! If I meet all expectations I'll get a score around 80-90. In order to get 100 I had to exceed all expectations and I did on this call!
My manager went on to tell me this was one of the best calls he's coached and how I did a great job. He wasn't sure how the customer didn't say I was "extremely..." which would have given me an ECE "Exceptional Customer Experience" award, but my manager was thrilled. He went on to praise me and tell me that this is why I'm getting so many opportunities and how he and others have noticed my good performance and just went on and on.
I can't tell you how much this made my week! It's been a great week, but this topped it. To be given the opportunities to do all sorts if different projects, then to come back to the basics, helping customers, and get such a great score and praise from someone was absolutely wonderful.
I love my job and I have to give God the credit, because I never would have expected it to happen.
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