(Un)resolvable
Getting this job as a call center agent I know I’ll be talking to different people with different problems that has to be immediately resolved. I completely understand how frustrating it could be when calling for help and ended the call having the issue unresolved. This is because there are certain procedures and compliance that I need to follow to stay in this job. But sometimes, there are issues that cannot be resolved at all that the only thing left to do is let them understand the situation even if it crushes my heart.
One time, I received a call from an elderly subscriber of a company I cannot name because I signed the company’s confidentiality policy. That call was supposed to be routed directly to another team since it’s not within the line of business but the subscriber, whom I will name Lolo Al, been through that team before but never get his issue resolved. In fact, it will never be resolved since his account is permanently deactivated with a note saying "final decision". We talked on the phone for almost 50 minutes explaining to me the situation why they had those infractions along with his loving wife while they put me on a speaker phone.
Through the course of our conversation I felt deeply attached that I become speechless and had teary eyes. It’s as if I was with them in a room filled with sadness and uncertainty, dark and freezing, that they thought my presence brought warmth hoping that I could help them out but I cannot no matter what. I hate to tell them that I’m not the right agent they have to speak with, I hate to tell them that there’s nothing else “we” can do to reinstate his account, and I hate to tell them that their explanation will be going nowhere.
They’re old and doing that kind of job can actually provide them the opportunity to earn extra anytime they want. It’s just there’s a strict policy of the company that has to be upheld. If they can’t keep up with it then the company must terminate their partnership which was the case of Lolo Al’s account. He didn’t commit fraudulent activity or anything illegal, he just simply had those late arrivals for several instances which is considerable since his old. I don’t underestimate his ability to drive but he got confused what road to take, he got confused where to pick up the order, and he got confused who's the customer all because he’s not savvy of using the phone application of the company which apparently his disadvantage.
The worst of it all was he’s always with his wife while taking the job. Imagine two of them helping out each other to complete a certain job order, imagine that for so many years they finally found a job where they could work together, imagine how they spend the rest of their lives doing something they both love, and imagine how it was all taken away because of those mishaps they never wish to happen.
We ended the call and they're hoping I could help them out and even thanked me for my time but I don’t deserve that compliment, never at all. I know I’m not supposed to do it ‘coz it will surely be taken against me but I still did, I wrote an email to another team asking to give them a chance or if possible make an appeal. I checked the message I sent a couple of days after but still, no one responds. This is very upsetting and I can't imagine what Lolo Al and his wife have to go through about this.
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Image credits to TENOR |
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Hello! Thanks for reading. :]