An embarrassing encounter

As you guys know, I'm working in a call center (sort of middle-man) in one of the entertainment complex (consists of hotels, casino, night club and restaurants) and we used to transfer the call to relevant department for further assistance.

On 23rd June 2012, I worked at 7am in the morning and it was freaking cold out there.  I'm still half-awake when I'm in the office. Guess what happen to my first call? I was totally awake after that call. 

"Will you be able to get me two condoms please?" (Frankly, this was my first time handling this type of call. and I really don't  know how to response him.) I was afraid I didn't get him clearly. Condoms? I asked him again! I just got him to stay on the line with me. I need to check that out. Luckily, I had this male colleague (like my dad) to help me to speak to the concierge  for that. I then tried to calm myself and go back to him that we had that sorted for him.

OMG! I'm damn curious about him. Therefore, I tried to run through the database to find out who the hell is that and realized that he just checked in at 5am on the day itself.

At the first glance, I'm certainly losing my mind- not sure how to response to his inquiry. This is a western country and I shouldn't be embarrassed to his question at all. Besides, my other colleague just exclaimed that at least he was practicing safe sex. (What could I say? ..............................) Anyhow, that's true!

Another Malaysian

Last week, I was "chit-chatting" with a Penang guy!

It began with....

This Mr.X called through to TBOX TS for some assistance and of course I guided him as usual.  He then asked where I was originally from? I told him my location and he exclaimed that he is a Malaysian too. Both of us were so excited about it..

I then spent a few minutes with him chatting over life in Melbourne vs Perth.

Indeed, Perth is nothing at all compared to Melbourne or Sydney

That's the reason why both of us are in Perth

Haha

Mixed Feeling

From 20th June, I'm back to my nominal position again!

Foxtel on TBOX will be released on that day too..

Oh GOD

It's a pain now..

AGAIN with all those KPI- AHT, FCR...

Furthermore, I'll be on a rotating shift..

:(

I wish I could just stay in COMPLAINTS Team

....

..

..

.

How do I feel?

Today, I'm incredibly high up in sky

feeling a little exciting, not because I won lotto or anything.

BECAUSE tomorrow I won't be calling the customer as 

I'll be in the training room, attending refresher course for TBOX and THUB (8-4pm)

In truth, I love training a lot!

>,<

*@*@*@*@*@*

Finally, the solar heater was spoil 

and I'm taking cold shower everyday

Even in this cold weather (6-19°C)

(for your knowledge, it's winter now! (June-Aug))

Can you imagine how cold the water is?

Just imagine when a monkey was thrown in the water

Haha..(I'm the monkey- kept 'dancing' in the bathroom)

*@*@*@*@*@*

Previously, I was on 3 THREE cap-plan and I'm paying AUD29/month for my mobile for 24 months

Now, I had changed to Vodafone PREPAID- Recharge 365

and of course, I still have my mobile no# remain

Nowadays, I'm using SKYPE to make outgoing calls to Malaysia * AUD0.03c/min for landlines, AUD0.084c/min for mobile and AUD0.13c/sms (unfortunately, I haven't activate to receive sms)

*@*@*@*@*@*

Going to bed now

Sweet dream

Zzzz.

zzz

zz

z..

cming

8.58pm

Bad.Good

Last Friday 29.4.2010 was my last day in Complaint Team!

We have nothing much to do as the outstanding cases will be handed back to NSW to follow up

As a result, all of us were kinda free while I was busy chatting with a bunch of friends at the other table

But all of a sudden, one of my colleague approached us exclaiming that, T will be getting rid of 35 casual staffs! (FYI, I'm a casual staff too)

After-all, my heart pounding fast and my hand/feet were so cold

Frankly speaking, it was absolutely terrible!

Fortunately, I was not been kicked off this time.. (Not sure what will happen later)

Today, I'm back on call again and I'm in Donkey Kong team (under Matt Butler)

It was kinda hard as I had not on call for almost a month

Of course, still I managed them well >,<

At about 3pm, I received a call from Marie Claire that I'll be joining the Complaint Teams again tomorrow. Gorgeous!

P/S: On the other hand, I'm looking for other opportunity too!

Last day in Complaint Team

I’m in the office right now and today is the last day in Complaint Team

and from next week onward, we’ll be back to our nominal position AGAIN!

Literally, they was expecting to be completed in 3 months,

We completed the backlog in a month time!

Anyway, it’s definitely a very good experience to me and the rest.

Besides, we enjoyed it a lot >,<

(No stress, no AHT/FCR...)

I’m doing nothing at the time being

That’s the reason I’m here-BLOGGING

We visited our house yesterday.

Unfortunately, there is not much of changes..

No PHOTOS then..

Have you browse my photos in Facebook?

How do you find it?

My friend laughed at one of the photos in the ‘Caves’ Album

They commented that it was weird and looked something else.

It was a mineral formation- What did you expect after-all?

Did you notice one of my photo- Raindrop on twig?

That’s my profile picture in Facebook now

It was taken by my macro lens

I just love the new lens

Thinking of getting a new lens!

What should I go for?

Before that, I have to save some $$$ first!

>,<  kekek

Second Day in Complaint Team

Since Monday, I have a total of 17 cases on hand!

Today, I finally sorted 2 of them and assigning 3 cases to Public Liability (never heard of this at all)

Besides, I have 3 cases awaiting technician reply (appointment scheduled).

I will be calling the customer to follow up as the rest of the case

It's absolutely a HARD and TIRING day for me

Anyhow, I'm still enjoying it because I had made the choice and can't regret about it

;)

I'm making a BIG progress

because I kept asking question (I have no direction at all)

Hope that they won't be thinking I'm a problematic person!

COMPLAINT...COMPLAINT...COMPLAINT

As you heard, I'll be moving to Complaint team for a month (max of 3 months). We won't be taking calls . More likely, we're doing BOH (Back of House)! As a Front of House consultant, we need to achieve AHT (average hold time), FCR (first call resolution) and etc..This is the KPI (key performance indicator) whereabouts we're not requiring to achieve it at the time being. How good is it right? Before that, I'm really stressed (taking months and months to brush up myself). Nowadays, taking calls is a piece of cake to me (exaggerating?)

There is always PRO and CONS- depending on how you gonna take it !  FYI, there were 5 cases  been assigned to my system already. Basically, I had read through and summarize as:

Case 1:  Telstra van hit on my bin that cost AUD150.00

Case 2:  Telstra employee had stepped on my plants and wanted compensation. AUD10/plant

Case 3:  Telstra employee had broken my roof tiles and need to be repaired ASAP. 

Case 4:  My service is not working since XXX. I'm a business customer.......

Case 5:  Similar to Case 1

Frankly speaking, I have no idea what should I do! Luckily, we are still able to contact NSW's team to assist us....Tomorrow, I will be very, very, very BUSY ;) Besides that, we been required to email the status of the case to our team manager before lunch/knocking off... 

I will make my utmost effort....That's what I'm gonna say!

加油!加油!加油...

New Role. Exciting. Challenging.

From next Monday onward, I'm no longer taking T-BOX and T-HUB calls...

and temporarily, I'll be moving to COMPLAINTS team to manage the customers' complaint

Currently, there are heaps of complaint that had not been action, Perth will be assisting New South Wales (NSW), handling the complaints. Basically, we'll be assigned 10 cases/day. After-all, we'll give a ring to customer, acknowledging them I'll be the customer's case manager. On the other hand, we'll need to provide  them a concrete solution (whereabouts customer is happy about it).

For me, it will definitely a challenging and exciting job as there won't be any Right Now Answer for us anymore. e.g Customer complained that their bill is over-charged.

I need to call Billing to check out the reason  why their bill is being over-charged...If I found out that fault lies from our end here, I'll need to re-credit that amount to customer.

Before that,  I used to warm/cold transfer the call to Billing for further assistance. Furthermore, I don't have the access to credit the amount to customer

In the meantime, I will then be working on a fixed schedule (7am-2.30pm Mon-Fri) 

Wish me ALL the BEST ;)

Ta

Call Quality

Have you heard of this -"Your call will be recorded for quality and coaching purposes." when you trying to reach any call center for assistance?

Nowadays, I could hear my own calls (they just had their system upgraded!) and hope that one day I could share them with you. I personally have no comments with the new system- as long as I did what I 'm supposed to do, then there is nothing much to be scared of! :)

Am I right?

My job scope

Since,I have not been blogging for quiet sometime- Perhaps, let me reveal a little bit more about my job scope. When I first joined the organization, we're trained to support ADSL, Cable and Wireless broadband. However, nowadays all the calls were being transferred to Philippines. 

At this stage, we're only supporting the following item...

T-Hub

T-Box

Just let me briefly explain to you what is exactly the 2 of them.

T-Box is a Internet and TV experience- A set top box give you access to FTA TV channel and connect to Bigpond service (BPTV, BP Video, BP Movie) as well as connecting to Youtube. While a T-Hub is more than just a phone- A touch screen where you could connect to Internet easily with just a click.

Whatever!

Hei all, how are you doing lately? Me? I'm off today and will be working on Sat till next Monday.

This was my second weeks in Thornlie! Everything is smooth sailing at this stage- the most inconvenience thing was, there is no BUS after 7pm. My husband had to pick me at the train station all the time if I'm working late. Later on, we will be visiting Heidi Hunter (our settlement agent) to hand-in the bank-cheque for her. Once the documents being sorted out, we should be able to start  the construction! Frankly speaking, I'm eagerly waiting for the construction.

Yesterday, My TL had a ride on with me (listening to my call). Dione was on a long leave, so Matt  is taking over her job. He's a really young chap (he's a year younger than my sis in Singapore). The first two call were really a satisfactory to me and him. However, my third call  was a DISASTER! The customer was so argumentative. He wanted to speak to my TL (Matt was there too!) and finally, Matt took over the call. If Matt was not around with me at that time, definitely I won't be letting him to speak to my TL. Don't worry about me, that my working life now. You might be getting a compliment on the first call. However, later on you might need to get your TL to be involved! :(

Ya..ya! Another 2 months time, I'll be flying back to Malaysia! (Unknowingly, I had been in Perth for more than a year. Time really flies like an arrow.) My sis knew that I'm going back soon, she had a list of perfume to order..... (I still owe her an IPOD)

What I really want? You can't believe that! First and foremost, I wanna go to "er-jie" to order a table of food and taste them in just a-day! [Listen to me, yup in "JUST A-DAY" as we don't have much time in SP) That's my plan with my husband. Come and join us if you're free. Secondly, we'll be staying in Penang for some shopping and of course Penang food. >.< Besides that, I wanna get some new gadget for my camera- a tripod, micro lenses and a few SD cards. Any idea where should I go for it?

Before blogging, my head comes with a lot of stuffs to "utter" here! Now, it seem to be a blank paper to me....Hahah. I might have to stop here.

Lastly, you guys have a happy working and 

a great weekend ahead!

Love.

Working! Working! Working!

I'm in the office right now starting 6.15-2.15pm..
Today seem to be a bit quiet on the phone
That's the reason why I'm blogging now!


Michael and family finally moved to their new premises today...
My hubby will be busy helping them.
Me?? Luckily, I'm working! >.<


Once I get back, the house should be emptied!

My working life!

I'm no longer in Double Dragon. (* Reshuffle of all the teams under Mr.Liam South-the Centre Manager)

Now, I'm in a new team known as Metal Gear and my superior is an Aussie lady named Dionne. She is absolutely a superb superior ~ patiently guiding me all the time! :) Thank you very much for your patience. I really appreciate that!

Frankly speaking, I have no drama helping the customers performing any troubleshooting. However, I do have an issue if customer kept asking WHY? WHY? WHY?, started raising their voice and yelled on the phone, I'm panic and really have no idea what to do next! Sometimes, I felt like I'm not  competence  enough to handle those difficult customers. Of course, I knew that PRACTICE MAKE PERFECT. I never gave up~ attempting my utmost effort to fix this up. [I understood their frustration, they paid for the service ~ definitely, they want the service to be working.]

 

Though I'm not a good speaker/communicator, I'm kinda satisfy with myself! :) 

Thumb up to See Ming
A BIG applause to See Ming
Wakaka


Note: Monday is a Public Holiday in WA (It's Queen's Birthday)
Most of the ppl in WA will have 3 days off but I'm working on Sat and Sun (off on Mon n Tue)