Whoever said being a call center agent is easy is severely mistaken. Aside from the long hours, having to deal with all kinds of people on a daily basis requires a lot of heart and patience. And while agents often encounter irate customers, there will come a call that would truly count as “memorable”.
Netizen Leodee De Castro, through the Facebook Page “Buhay Call Center Agent”, shares this transcript of a call:
The post reads:
(The customer is an elderly gentleman.)
CSR: “Thank you for calling [Company]. My name is [My Name]. How can I help you?”
Caller: “Hi, yes, I am trying to access my voicemail, but I don’t remember my PIN.”
CSR: “Oh, that’s all right. Let’s get your account pulled up and we will see if we can update your PIN.”
(We get the account pulled up and I change his PIN for him. I always make sure things are working before I let my customers go.)
CSR: “All right, if you would like to go ahead and call your voicemail and make sure the PIN works?”
(The customer does so and the line goes quiet for a few moments. When the customer finally speaks up, he is much quieter than before.)
Customer: “Thank you so much. My wife left me a voicemail to pick up some groceries a few months ago. She passed away last month. I just wanted to hear her voice one more time.”
CSR: *sadly speechless*
Although, the original poster did not clarify if he experienced the call himself, I think we could all agree this is some tear-jerking stuff right here. Dang ninjas cutting onions.
Have you had a similar experience?
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Madami talaga kami na experience ma ganyan. I have loads of kwento din. Masaya mag work sa call center! Promise
i had a similar experience in May 2013. At that time, Tita’s leukemia suspectedly came back. It has been a few weeks that her gums started bleeding which made it difficult for her to eat or even sip soup.
One early evening as I was still in the office doing overtime, my Tita called me on my mobile. When I picked up the phone, I wasn’t really paying much attention because I was busy finishing a report. She asked me what time I will home and if I will pass by our house (I was staying in an apartment).
I told her maybe a little later since I am busy with OT.
Then, she asked me if I can buy her some gerber in nearby Drugstore before I go home.
I answered, “why gerber?”
She just jokingly quipped, “bumalik sa pagka-baby…” although i felt her voice a little shaky but forcing to smiling.
I went to the drugstore after my shift and bought a cereal mix instead as I thought it’s more nutritious and also much cheaper. I was saving money for her chemo and blood transfusions, that’s why I couldn’t spend a lot.
she got confined in the hospital but she died one month after.
My mind replays that call over and over again. I feel so guilty
How I wish I could’ve just bought her the gerber.
Until now, it breaks my heart and in tears as I remember the last thing she requested through that call but failed to bring her wish.