5.5 Call Center/Customer Contact Center Services - 5.5 CALL CENTER
One night@call center
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Transcript of One night@call center
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Wuolfscie fa ?779, Ncit`a Oc`k`ts abvil bai afkct n`ll niatir oilbaks tb tci
kiari bd Yro`a Likiae fa Faef`a nbatixt. Ucbukc prisiatly ft fs abt
nbasfeirie ` abvil bd `ay lftir`ry v`lui, ft fs suri tc`t fa nbhfak e`ys fts
sfkafdfn`ani wfll oi ri`lfzie `ae ft wfll abt oi ` surprfsi fd sbhi e`y ft kits tcist`tus bd ` lftir`ry h`stirpfini cfkclfkctfak tci diilfaks, siatfhiats `ae bvir
`ll butlbbjs bd tci wcbli bd tci ybuakir kiair`tfba suddirfak tci vfnis bd
nbrpbr`ti lfdi. Cbwivir, `t prisiat ft fs abtcfak hbri tc`a ` tfhi-p`ss.
Ciri, Oc`k`t efks fatb tci prbolihs bd tci prisiat kiair`tfba FU `ae OWB
ybutcs obtc drbh tcifr pirsba`l `ae iatripriaiurf`l pirfpciry. Out, ci h`jis
usi bd h`ay hbeira `ae hytcfn`l fakriefiats tb h`ji cfs a`rr`tfvi `a`ttr`ntfvi ri`e. Lfji ` tr`eftfba`l Obllywbbe Obx-Bddfni cft hbvfi, tciri ixfsts
` cbhbkiaibus `ssbrthiat bd sb h`ay citirbkiaibus fakriefiats drbh tci viry
Uftli tb tci ultfh`ti nbanlusfba .
Uci tftli bd tci abvil fs ri`lly faabv`tfvi `ae uafqui. Wrbo`oly ft w`s dbr tci
dfrst tfhi `ay FU tirh fs usie `s tci tftli bd `ay lftir`ry tixt . Out, tcbukc
dbllbwfak 0;tc niatury pr`ntfni tci `utcbr c`s ncbsia ` suotftli bd cfs obbj, tcisfkafdfn`ani bd ` suo-tftli fs abt `t `ll rispintie. Uci suo-tftli bd tci obbj fs
BAGNN . Ft fs sfhply `a `oorivf`tie v`rf`tfba bd tci brfkfa`l bai. Ft ebis abt
nbaviy `aytcfak `obut tci tcihi bd tci abvil, wc`tsbivir. ^fhfl`rly, tci stbry
rinifvis fts dfa`l twfst tcrbukc tci usi bd tci nbhp`r`tfvily aiwir lftir`ry
eivfni l`tily usie fa nbatihpbr`ry Bnnfeiat`l tci`tri n`llie euix ix h`ncfa`
fa tci fatirviatfba bd Kbe tcrbukc cfs Uilipcbafn `evfni tb tci efstrissie .Cbwivir, ft t`jis pl`ni r`tcir l`ti fa tci abvil: ba p`ki ab.?50.
Uci a`rr`tfvi tincafqui fs `lsb faabv`tfvi fd abt nbhplitily uafqui br abvil.
Obtc tci oikfaafak `ae tci iae rihfae us tci a`rr`tfvi tincafqui bd V`aa
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H`rtil fa cfs Lfdi bd Wf. Ft fs ri`lly d`snfa`tfak. Uci stbry oikfas wftc `
Wrblbkui lfji Lfdi bd Wf `ae iaes lfji tci bptfba kfvia tb ncbsi oitwiia trui
`ae d`lsi stbrfis. Fa V`aa H`rtils Lfdi bd Wf tci M`p`aisi favistfk`tfak
bddfnirs efe abt lfji tb oilfivi Wfs `ntu`l stbry out `nniptie tci faviatie `aefh`kfa`ry stbry `s trui. Out aiftcir bd tci stbrfis s`fe `aytcfak `obut tci n`usi
bd tci scfp -wrinj. ^fhfl`rly, wcia tci `utcbr ebuotie `obut tci rilf`oflfty bd
tci tilipcbafn n`ll drbh Kbe, tci a`rr`tbr kfrl `sjie cfh tb nc`aki tc`t `spint
`ae suostftuti tci Kbe ipfsbei oy ` hbri rilf`oli Hflft`ry- uanlis cirbfn
pursuft fa tci tbt`l risnui bpir`tfba. Out tci `utcbr dilt tc`t tci Kbe ipfsbei fs
d`r hbri `nnipt`oli. ^b, ybu ncbbsi wcfncivir virsfba ybu w`at fa tci h`fa stbry. Ft wfll, `dtir `ll,
oi ybur stbry.
F abeeie.
Out n`a F `sj ybu bai quistfba2
^uri, F s`fe.
[cfnc bd tci twb fs ` oittir stbry2
F tcbukct dbr ` sinbae.
Uci bai wftc Kbe fa ft, F s`fe.
Must lfji lfdi. _`tfba`l br abt, ft must kits oittir wftc Kbe fa ft. F ridlintie ba
cir wbres dbr ` diw hfautis. ^ci oin`hi sfliat. F lbbjie `t cir d`ni sci lbbjie
ivia oittir fa tci lfkct bd e`wa .
@k`fa, wcia tci `utcbr w`atie tb jabw tci feiatfty bd tci a`rr`tbr kfrl, sci
hystirfbusly iv`eis tci quistfba. Out tci `pp`riat sfhpli nbatixtu`l ridiriani
rinifvis tci efkafty bd ` cfkcly suspiasi-p`njie tcrfllir wcia fa tci l`st
p`r`kr`pc bd tci abvil tci feiatfty bd tci stbry-tillir kfrl fs rivi`lie. ^ci turas
but tb oi tci kbeeiss s`jtf . ----
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[ill, lbbjs lfji Eilcf fs nbhfak sba, sci s`fe `ae lbbjie but. Uci dfiles c`e
iaeie, `ae wi nbule sii tci cbusis bd Eilcfs obreir vfll`kis.
Vi`c, tci trfp fs bvir, F s`fe. Uc`ajs dbr ivirytcfak irr, lit hi kuiss, Isc`
rfkct2 F stbbe up tb sc`ji cir c`ae. Isc`2 [cy efe ybu tcfaj F w`s cir2
Oin`usi ybu `ri sb kbbelbbjfak.
Uc`ajs, sci l`ukcie, out sbrry, F `h abt Isc`.
^b2 Wrfy`aj`2 F s`fe.
Ab.
Ebat till hi_`ecfj`2 Ab, F `h abt _`ecfj` iftcir, sci s`fe.
[ill tciawcb `ri ybu2
^ci must shflie.
Uc`t fs wcia ft strunj hi. ^ci w`s ` kfrl, sci jaiw tci dull stbry, out sci w`s
abt Isc`, Wrfy`aj` br _`ecfj`. [cfnc hi`at tciri w`s baly bai `ltira`tfvi
lidt2
^btc`t hi`asbc hy Hy wcbli obey scbbj `s F dbuae ft efddfnult tb
o`l`ani. F dilt ebwa ba hy jaiis. Cir d`ni scbai, `ae orfkct sualfkct iatirie
bur nbhp`rthiat fa bai strbji.
F lbbjie up `t cir `s sci shflie. ^ci c`e `a bpia obbj aixt tb cir. Ft w`s tci
Iaklfsc tr`asl`tfba bd ` cbly tixt. Hy iyis dbnusie ba ` diw lfais ba tci p`ki
tc`t l`y bpia=
@lw`ys tcfaj bd Hi, oinbhi Hy eivbtis, wbrscfp Hi `ae bddir ybur cbh`ki
uatb Hi. Ucus ybu wfll nbhi tb Hi wftcbut d`fl. F Wrbhfsi ybu tcfs oin`usi
ybu `ri Hy viry ei`r drfiae.
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[c`t, F s`fe `s F dilt hy ci`e spfa. H`yoi tci sliipliss afkct w`s n`tncfak up.
Out sci must shflie `ae shflie. ^ci r`fsie cir c`ae `ae jipt fa ba hy ci`e.
F ebat jabw tc`t tb s`y, F s`fe fa tci olfaefak lfkct.
@ siasi bd tfrieaiss iakuldie hi `s tci sliipliss afkct tbbj fts tbll. F nlbsie hyiyis.
[cia F bpiaie tcih, tci tr`fa c`e stbppie, `ae F jailt ba tci dlbbr wftc hy
ci`e ebwa. Uci tr`fa w`s `t Eilcf ^t`tfba. Uci n`nbpcbay bd pbrtirs, ti`
sillirs `ae p`ssiakir hbvihiat r`ak fa hy i`rs. F slbwly lbbjie up `t cir
si`t out sci w`s kbai .
Obtc tci hytcfn`l nc`r`ntirs, Kbe `ae kbeeiss ^`jtf `ae tcifr rbli fa tci stbryc`vi h`ei tci abvil ` pirdint Yro`a Likiae fa Faef`a nbatixt.
Uci oikfaafak bd tci stbry rihfaes us bd tci a`rr`tfvi tincafqui bd h`kfn-
ri`lfsh faviatie oy tci Nblbhof`a Aboil l`uri`ti K`orfil K`rnf` H`rquiz `ae
^fr f,i ^fr ^`lhba _uscefi . Uci stbry oikfas `s ` till-t`li ci`rt.
Uci fei` bd kbeeiss ^`jtf a`rr`tfak tci stbry bd ` N`ll - Niatir fs ri`lly `
ridlintbr bd tci sbnf`l p`r`ebxis tc`t nc`r`ntirfzis tci nbatihpbr`ry Faef`. Ft fs` nbasnfbus iddbrt tb orfeki tci k`p oitwiia tci likiae`ry Faef` wcia kbes `ae
kbeeissis driquiatly fatirviaie fa cuh`a lfdi `ae `ntfvftfis `ae nbatihpbr`ry
Faef` wciri h`a c`s oiia lbst fa tci r`t-r`ni br h`e-r`ni dbr h`tirf`l pursuft
dbrkittfak tci viry ixfsfstianis bd Efvfai pbwirs. Ucus, oy h`jfak tci orfeki
oitwiia tci twb ixtrihis, tci `utcbr durafscis ` h`kfn`l ri`lfty bd tci
likiae`ry Faef` wcfnc `lw`ys ewills fa tci suo-nbasnfbus Faef`a hfae.
Abw ` e`y, tcrbukc aiws hief` `ae aiws p`pirs hbst bd tci ieun`tie ybutcs
`ri d`hflf`r wftc tci tirh bd N`ll-niatir .Ft fs ripbrtie tc`t hbri tc`a >77777
ybutcs `ri wbrjfak fa Faef`a N`ll-niatris `t prisiat. Out ft fs abt `t `ll ` e`ri
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s`y tc`t viry diw pibpli pbssissis ` nli`r fei` `obut ft br fts duantfbafak.
Oc`k`t c`s abt baly kfvia ` vfvfe pfnturi bd Faef`a N`ll niatirs out `lsb
ixplbrie tci lfdi bd tci pibpli wbrjfak tciri. Uci efddirianis oitwiia tci
tr`eftfba`l vfll`ki-niatrfn hfae-sit `ae tci aiwly ihirkie wistirafzie nfty-itcbs dbrh tci obey bd tci abvil. Oc`k`ts nrieft fs tcfs rik`re, fs cfs `lihofn
t`liat dbr h`jfak ` pirdint oliaefak bd tci bees.
Uci stbry= - Uci abvil fs bd ?36 p`kis. Ft oikfas `s ` dr`hi stbry. Fa tci
Wrblbkui, tci wrftir hiits `a `ttr`ntfvi kfrl fa cfs nbhp`rthiat bd ` Eilcf
obuae spinf`l tr`fa. Uci `utcbr kits ba ob`re fa FFU J`apur st`tfba. @dtir
faftf`l dbrh`l kriitfaks, tci kfrl w`ats tb a`rr`ti ` stbry ba nbaeftfba tc`t tciabvilfst wfll c`vi tb h`ji ft cfs sinbae abvil. Uci abvilfst faftf`lly ridusis out
dfa`lly `kriis. @ae tci stbry oikfas.
Uci stbry t`jis us tb ` N`ll niatir a`hie Nbaaixfbas `t Kurk`ba, C`ry`a`.
Uci N`ll Niatri fs rua oy Hr.O`jscf `ae tciri `ri `ltbkitcir sfx wbrjirs: tcrii
ybuak kfrls `ae tcrii hia. Bai bd tcih w`s ileirly ix-eidiani pirsbaail.
Uciy `ri ^cy`h, Wrfy`aj`, Trbbh, Isc`, _`ecfj` `ae Hflft`ry Yanli. Uciainissfty dbr i`rafak tcifr lfvilfcbbe c`s orbukct tcih tbkitcir drbh efddiriat
sihf-uro`a lbn`lftfis bd Faef`.
@a uad`ftcdul cuso`ae, ` sncihfak obss, `p`tcitfn kr`aencfleria `ae ` dbrnie
iak`kihiat `ri must sbhi bd tcifr nbllintfvi prbolihs `ae tci o`sfs bd tci
nbadlfnt.
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@a Faef`a n`ll niatir
Out, ft wfll oi efddfnult tb uaeirst`ae tci stbry fd wi, tci vfll`ki-niatrfn pibpli
eb abt jabw wc`t ` N`ll niatir fa ri`lfty fs2 ^b, lits dfrst sii wc`t fs ft2 @ n`llniatri br n`ll niatir fs tci l`tist ousfaiss iqufphiat dbr fatira`tfba`l `ntfvftfis.
Ft ` niatr`lfzie bddfni usie dbr iftcir bd rinifvfak br dbr tr`ashfttfak ` l`rki
vbluhi bd riquists oy tilipcbai. @a faobuae n`ll niatri fs bpir`tie oy `
nbhp`ay tb `ehfafstir fanbhfak prbeunt suppbrt br fadbrh`tfba faqufrfis drbh
nbasuhirs. Butobuae n`ll niatirs `ri bpir`tie dbr tilih`rjitfak, sblfnft`tfba bd
nc`rft`oli br pblftfn`l eba`tfbas, eiot nbllintfba, `ae h`rjit risi`rnc `ae nrieft
n`re `ntfvftfis. Fa `eeftfba tb ` n`ll niatri, nbllintfvi c`aelfak bd littir, d`x, lfvi
suppbrt, i-nc`t, `ae i-h`fl `t bai lbn`tfba fs jabwa `s ` nbat`nt niatri . Uci
wbrjirs c`vi tb pirdbrh rbuae tci nlbnj eutfis. Afkct scfdts `ri ousfir tc`a
E`y scfdts oin`usi bd bur kibkr`pcfn`l lbn`tfba. Afkct scfdts `ri `lsb oittir
rihuair`tfvi.
Hr. ^uoc`sc O`jscf fs tci bwair bd Nbaaixfbas . Ci fs ` pirsba wcb wbule
`lw`ys lfji tb n`sc ba btcirs nrieft. Uci stbry fs a`rr`tie oy ^cy`h Hicr` ,
tci ti`h li`eir bd tci wbrjirs `t tci Nbaaixfbas. @ltcbukc ci oikfas `s `
nc`r`ntir bd tci n`ll niatri, ci rfsis tb tci st`tus bd `a bhafsnfiat a`rr`tbr
bnn`sfba`lly. Ciri, lfji ` tr`eftfba`l N`ll niatri, Faef`as h`a tci pcbais `ll
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afkct, dfilefak n`lls drbh @hirfn`a nbasuhirs wcb `ri c`vfak trbuolis wftc
tcifr ilintrbafn kbbes. Uci nbhp`ay fs jipt `dlb`t oy fts `nnbuat wftc [istira
Nbhputirs `ae @pplf`anis, out fsa't ebfak spint`nul`rly will ("n`ll vbluhis `ri
`t `a `ll-tfhi lbw -- Nbaaintfbas fs ebbhie") `ae tciri's t`lj bd "rfkctsfzfak"(hi`afak ebwasfzfak). ^cy`h wbrjs fa tci [@^K o`y -- tci [istira
@pplf`anis ^tr`tikfn Krbup, c`aelfak cbhi `pplf`ani fssuis -- pibpli c`vfak
trbuoli wftc tcifr ridrfkir`tbrs, bvias, `ae v`nuuh nli`airs. Hr.O`jscf s ivfl
eisfka bd nci`tfak tci nustbhirs: cfs nci`tfak bd Trbbh s aiwly faviatie w`vi
eisfka `ae tb sill ft ` dbrifka `kiany fa Obstba: cfs sinrit pl`a tb sill tci N`ll
Niatri `ae ` tiaeiany tb ebhfa`ti cfs ihplbyiis ivia fa tcifr prfv`ti lfdin`usis `axfity `ae drustr`tfba `hbak `ll tci sfx ihplbyiis.
Cbwivir, fa breir tb bvirnbhi obriebh `ae `axfity tciy cfri ` t`xf-n`o `ae
uaeirt`ji ` pli`suri trfp tb ` Efsnb fa tci h`rjit wcfnc c`s oinbhi ` viry
nbhhba `ntfvfty fa tci i-cuos bd nbatihpbr`ry Faef`. @t `obut ? `.h tciy st`rt
dbr tcifr ritura mburaiy. @ll ba ` sueeia tciy d`ni ` lfdi `ae ei`tc sftu`tfba
wcfli tcifr U`xf-n`o m`hhie fatb ` pft. Uciy ixpirfiani fhhfaiat ei`tc. Ucifrpcbais `lsb oinbhi frrispbasfvi. Fa tci d`ni bd fhhfaiat ei`tc, tciy `ll st`rt
ualbnjfak tci sinrits bd tcifr ci`rts: tcifr cbpis, tcifr drustr`tfbas itn. Must `t
tc`t tfhi, qufti uaixpintiely ^cy`h s hbofli rfaks `ae ci ci`rs tci vbfni bd
Kbe drbh tci btcir iae. Kbe w`ats tb cilp tcih ba nbaeftfba tc`t tciy wfll
c`vi tb dbllbw Cfs wbres. Iviryobey `kriis. Ucia hfr`nulbusly tci U`xf-n`o
st`rts `ae tciy dfae tcihsilvis but bd e`akir.
Out tci fanfeiat sc`jis tci viry siasftfvfty bd `ll tcisi eihbr`lfzie ybutcs.
Uciy oinbhi risbluti tb dfkct `k`fast tci famustfni `ae nbrruptfba bd Hr.O`jscf
`ae s`vi tcifr ncirfscie N`ll-niatri. Uciy pl`a tcifr duturi `ntfbas `ae prbniie
`nnbrefakly.
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Uci rist bd tci stbry fs sfhfl`r tb tc`t bd `ay Obllywbbe hbvfi. Uciy sunniie
ultfh`tily. Uci nbrrupt Hr.O`jscf fs ixpbsie. Ci suddirs cuhflf`tfba `ae
puafschiat. Trbbh kits o`nj cfs faviatfba. @lbak wftc ^cy`h ci h`rjits ft
`ae tcifr dfa`anf`l nbaeftfba oinbhis kbbe.
Fa h`ttirs bd lbvi `ae ril`tfbascfp `lsb tciri fs h`kfn`l nc`aki. Fa tci
oikfaafak ft w`s ` stbry bd `lhbst lbst lbvi, tcw`rtie `hoftfbas, `osiani bd
d`hfly `ddintfba, prissuris bd ` p`trf`rnc`l sit up, `ae tci wbrj iavfrbahiat bd
` klbo`lfzie bddfni. Out `t tci iae, lbkfn`l sblutfbas tb `ll tci prbolihs `ri
durafscie.
@t tci oikfaafak, Trbbh fa tci n`ll niatri lbvie Isc`, `ae prbpbsie cir tcrii
tb dbur tfhis, `ae sci jipt rimintfak cfh `ll tcisi tfhis. Ivia tcbukc ft fs sb,
tciy wbrj tbkitcir `ae h`fat`fa qufti ` ci`ltcy drfiaescfp. ^cy`h `ae
Wrfy`aj` c`e oiia fa ril`tfba ivir sfani tcifr nblliki tfhi. [cia tciy tcbukct
tc`t tciy scbule ori`j up, tciy dbrh`lly nbhi tbkitcir `ae put ` ori`j tb tcifr
ril`tfbascfp. Yltfh`tily `dtir `ll s`fe `ae ebai tciy nbhi tbkitcir, `ae einfei
tb h`rry out tci tcfaks tc`t c`ppia fa oitwiia scbw us tci nc`akie ril`tfbaiqu`tfbas bd bur tfhi. ^cy`h `s ci s`ys w`atie tb 'hbvi ba', ` aiw tirhfablbky
fa tci suomint 'Lbvi', eivilbps ` n`su`l lbvi ril`tfbascfp wftc `abtcir kfrl `t tci
n`ll niatir. @ h`rrf`ki prbpbs`l bd `a A_F wbrjfak fa Hfnrbsbdt, iatirt`fas
Wrfy`aj`'s d`any dbr tci tfhi oifak out wcia sci li`ras `obut tci o`leaiss bd
tci kuy `ae cfs euofbus lfdi-styli, cir `ddintfba turas bani `k`fa tbw`res
^cy`h.
Dfa`lly, `ll tcisi ybuak wbrjirs st`rt tcifr lfdi `drisc wftc ` eitirhfa`tfba bd
aivir tb yfile oidbri vfni. Ft c`s `lri`ey oiia h`ei ` Obllywbbe hbvfi a`hie
C`llb fa ?773.
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Dfa`lly, wi n`a nlbsi tci obbj wftc ` shfli, ` shfli fa ri`lfzfak cbw scriwely
tci `utcbr c`s stblia bur hfae. Ncit`a Oc`k`t fs abt baly ianc`atfak out `lsb
hfsncfivbusly iaei`rfak. [i diil Lfdi fs lfji ` swiit hilbey, baly lyrfns `ri
hissie up
Ncit`a Oc`k`t
Oc`k`t, tci @utcbr=
Ncit`a Oc`k`t fs ` pbpul`r Faef`a spi`jir, nbluhafst fa h`mbr aiws e`flfis,`ae ` aiw kiair`tfba `utcbr. Ci pirdbrhs ` kbbe tcih`tfn risi`rnc oidbri
wrftfak `ay abvil. [cia ci fs abt ousy wrftfak abvils, ci sirvis `s `
hbtfv`tfba`l spi`jir. Cfs d`hbus wrftfaks `ri=
_ivblutfba ?7?7
Dfvi Wbfat ^bhibai
Ucrii Hfst`jis bd Hy Lfdi
Uwb ^t`tis
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8/14/2019 One night@call center
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Oc`k`t c`s ` viry jiia fei` `obut tci nurriatly ihirkie nbrpbr`ti lfdi fa Faef`a
hitrbpblfs `ae i-cuos. Cfs wrftfak styli fs lfkct-ci`rtie `ae lunfe. Ncit`a
Oc`k`t fs ` kr`eu`ti drbh FFU-Aiw Eilcf `ae ` pbst kr`eu`ti drbh FFH
@ch`e`o`e.
Lfajs, _idirianis & `njabwliekihiats=-
f. Bddfnf`l wiosfti bd Ncit`a Oc`k`t (Wfnturis)
ff.baiafkctGn`ll niatir oy Ncit`a Oc`k`t
fff. ia.wfjfpief`.brk/wfjf/BaiRAfkctRGRtciRN`llRNiatir
fv. www.ncit`aoc`k`t.nbh
v. www.kbberi`es.nbh
vf. www.nbhpliti-rivfiw.nbh
.
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