Life of a Tech Agent - Preface

I am not writing this for the purpose of discrediting the call center worker. In fact, I have an utmost respect for anyone working at a call center, and it is my vow to all call center agents that I will treat them like royalty.

You see, I found out that people often take advantage of the call center worker. They would call in and use their leverage of being a customer to ridicule the person they talk to. And it is my challenge to anyone who sits there and stomps a call center agent six feet below ground to actually take a call and experience what we experience. Just one call; I'm sure it's not too much to ask for.

Basically, what I mean by that is, we're all human beings, and we will sometimes make a mistake or two. If you want zero mistakes, talk to a robot. It is our purpose to understand your problem and actively seek to assist you in resolving it. We don't have the infinite power of God to make your product work magically if it breaks. We have limited resources and limited access to what's going on with the product, and if we can't fix it, we replace it (per manufacturer's or service provider's replacement standards). And there's another thing that I want all of you to know: we have rules, and these rules cannot be changed, no matter how much you'd like them to.

Also, I'll give you another tip: if you want your problem fixed, we'll fix it for you, but only if you cooperate and keep the call professional. We, the ones taking your calls, are professionals; this is our trade. And if you trash-talk an agent, he or she has access to a button that will release the call. This is the perfect way to waste a lot of time going through all the menus and elevator music to reach an agent that will terminate the call because you force them to. It's best to keep your cool, cooperate with the agent, and be courteous.