Write about what you know

I read this everywhere and may make this a semi-regular thing, I guess the things we do every day may be boring to us, but be fascinating for everyone else. I'll start with work.

I have worked in call centres for a good while now, I did it before I returned to education for a Financial Service Provider, who shall remain nameless. When returning to work three years later I find myself on the other end of the line, now working for a Firm dealing with Financial Commission. I think there should be a guide to the hazards that await people at the other end of the phone, I really do, until then, I think this list should suffice!

1. Patience: You're sure going to need a lot of this if you're going to get the enquiry dealt with efficiently. The automated systems are a pain and yes, the hold music is that cheesy but a bit of patience in the right place will get your problem dealt with much quicker than if you loose your temper.
2. Smile: With your voice, a nice person on the end of the phone will make the person your speaking to want to help you that much more. I certainly don't always feel like smiling when chatting to the fourteenth person in the same centre but always try and do so. I guess this refers to number 1 again.
3. Hold Music: is a nuisance. I don't mind the classical stuff they play but they seem to insist on throwing some woman's voice over the top of it reminding me that I am on hold... is that not what the music is for? What gets my back up is the elevator music that makes me feel like I am back in the early 90's and that jazz... I guess I should revert to number 1...
4. Corporate Time: Runs different to our time, what may take you and I 5 minutes to print off and walk to the fax machine/email to someone, takes some corporations 10 working days.
5. People: Lets not forget that the people on the other end of the phone are exactly that: People. They have good and bad days too, they have probably had a yelling from the guy previous to you on the phone yelling at them. Sometimes the people can be an arse, sometimes they will bend over backwards but underneath the work persona they false face while doing their 9-5 job, they are people!
6. Won't keep you a moment: Probably means 'I'm stuck and off to find someone who can help me' or 'I'm going to search for what you need' however, this is the MOST annoying phrase I hear from day to day. As well as the endless apologies of being kept on hold. I'm here for information and I don't mind waiting for it.
7. Call-back Option: Never ever take it. Call backs go missing all the time! Even while working for Nameless Provider I learnt that call backs were a bad option. Don't do it! You'll never hear back from them and even when you do, it may well not be what you rang up about in the first place! Just use Number 1 and you'll get where you want
   

I guess what gets me through the call centre calling parts of the day is knowing that in the end, things will get done one way or another, there really is no harm in being nice to those that work in those awful places and remember; Patience, Patience, Patience.