The new Era (Consider it like Star Wars trilogys)

In most cases, it thought it would be nice to blog, and list the "Song" i'm listening to at the time of starting to writing, so let this be the beginning of trend.

Song - Tenacious D - Wonderboy


Well, last night, as you can see from the last post, I was "Pretty" fucked off with work. Not just about the amount of work load that is being lumped on us by the "higher management", (You'll realise I like to use a lot of quotation marks, I find if you wish to be interactive. Do the speech marks with your hands whilst reading.)

But there was one situation, now, since October, i've been entrusted to look after one special area of customers, these known as the dreaded "IPS" customers, and in the most part, things have been running smoothly, unless the evil MoDocDocDoc get his hands on the work. (Consider him looking like the evil Mojojojo monkey from the AWESOME Powerpuff Girls)

The basis of this work, is that I have to deal with a different 3rd Party contracter, who are based in an offshore call centre. Which, makes getting the information from them like getting blood from the preverbial stone.

Now, in the best interests of our direct customer, and to give them valid information, I can only decsribe the best course of action as being "Forceful" with them. Not rude, brash or insulting. Just not taking no for an answer, consider myself the Donald Trump/Alan Sugar, of the call centre world.

And last night was no different then any other time, constantly asking "When is this customer going to be connected", now fortuatasly, I have been blessed with a very broad, tres loud, Yorkshire accent since pretty much since i could mention the word Whippet. Which, may i add, comes in very useful for attracting attention from Bar Staff in a club, or shouting for help when there's a call in the queue. PCA's Dead and gone.

But, last night, one of the lower-upper-middle-hierarchy, decided to question my line of approach after my conversation with this 3rd party contracter, describing it as rude, and if she was the person on the other end of the phone, she wouldn't feel very happy about it.

Now, lets take a step back, lets look at the bigger picture, the bits outside the 16:9 Widescreen TV we call o2.

The customer I was fighting for in this situation had been promised on 2 occasions that she would be Yesterday, and the reason i'm phoning Sundeep in India, is because she hasn't been. Because solely of the incompetence of Sunny, and Cherahmed.

So what would have happened if i'd have taken their word for it on the first instance without a thought of investigation. Well, this is loosely based on the chaos theory (See Jurassic Park Ian Malcolm for basic explanation)

Customer isn't happy, because he's been given "less than satisfactory information", customer cancels order, writes a letter to higher level complaints, customer gets good will compensation, filters down through the shit pipe to the people on the bottom level (us), customer is given a ring back and an explanation given, manager needs to authorise re-order, manager to investigate why customer connected (read Ithomso1 to investigate), and several hours are wasted all because I have a loud voice and wanted an answer for our customer.

To quote one Nathan R Jessop "I have neither the time nor the inclination to explain myself to a man who rises and sleeps under the blanket of the very freedom I provide and then questions the manner in which I provide it. I would rather you just said "thank you," and went on your way. Otherwise, I suggest that you pick up a weapon and stand a post."

Which I think summises the situation very well, (However, i do not agree with me being court marshalled) for said offence.

Well, thats a rant out the way, I'll give probably a more "Broader" insight of my life in times to come.

Remember...

Be Champions!