I'm excited cause I already have a new headset.
We will start our ABAY on Monday. (it means we will already take in calls) gulp gulp gulp.
Monday means 21 hours from now.Oh my gosh.
Right now I'm starting to make a cheat sheet for everything i need to say tomorrow.
Last Wednesday, we tested the waters, we went on a pre-ABAY.. (which means we took in calls for an hour to know how it feels like)
i was never given a chance cause my partner was the one who took the calls and i was the one who navigated the system. But our headphones were connected so that we can both hear what the caller was saying.
Bara-bara lang naituro samin ang pagamit ng AVAYA. (the phonelike structure you use to transfer and take calls)..so we really sucked like we didnt know how to log in or transfer.
Napaka sungit pa nung trainer namin nung time na yun. Sa bagay 11 pairs kaya kami na hinahandle nya.
Our first call was a sup call. (it means the caller asked for a supervisor). Horror talaga. This is because we were given calls that were supposed to be for dental. We belong to medical that's why we didnt notice that the call was for another department. "I want to talk to a supervisor", the caller said. Dapat nga magkukunwari na lang kami na ako yung supervisor. But we still called her up. " Im sorry your policy is being handled by another department" said our supersungit supervisor. The caller said to her " why wasnt i told that from the beginning" said the nice- turned-irate caller. The supervisor said a few things and to my surprise really, the customer was appeased. Ang galing men.
We continued making mistake after mistake. Again, the call was out of scope. We need to transfer it pero hindi talaga namin alam gamitin yung AVAYA. Binabaan pa kami. Pano ba naman..
"How do you spell that name again" says my partner.
caller says " Like Nancy..M-A-J-brbrbrbrbr"
She said Nancy, and spelt it like MAJHID.
we had a hard time.
plus i think my partner was on drugs. (joke lang)
I'm a really empathizing partner though im not sure if i was really helpful to him.
He forgot his lines.
He used up all the ahhs and uhmmms in the world and he was shaking.
Our cheat sheets were flying around, we were so confused.
We really had a hard time. i guess my partner was really nervous.
"My name's not Cindy, I'm Robyn"
"Oh I'm sorry Robyn" my partner said.
we transferred this call again.
Oh well, when we all went out after the hour was over, we saw our wavemates (jargon for batchmates) smiling saying "it was easy", "im pumped up" etc. They did great. My partner and I were smiling cause we were laughing at ourselves. It's a learning experience though.
Pero lugi ako, kasi ang first real call ko ay magsisimula na 20 hours from now
I hope I do well.