People expect way too much from people who work on the phones. I think they think that every single question that comes out of their mouths is right there on the screen for me to tell them immediately. No. Not at all. Not even close. I can answer about 30% of people's questions without having to open up and log into another system. When I do have to log into another system to get more answers, most of the time, I can only get one answer. If they have another question, that is another system. I kid you not. So, the next time you call customer service, and the agent is a little slow, this is why.
I do customer service call center work from home. I noticed this on one of my calls. I was like, "Man this lady is working that child support system for-real-for-real."
I was in training for my new job and the veteran agents or people who had been there a while had nothing but bad things to say about the process of getting PTO (paid time off). Then they realized that there were new people in the training class. They quickly backtracked and said, "Oh but just let your supervisor know!" (Lawd, we done said too much now!) I found it quite amusing.
