Pros: high moral in the call enter and great incentives to excell
Cons: indecisive policies
A typical day in the call center, would entail myself, answering inbound calls, where i'm prepared to troubleshoot Charter communications cable boxes, by means of working jointly with the customer over the phone to restore cable services to the customer. During each troubleshooting session, i would consider all possible reasons/system malfunctions responsible and would troubleshoot accordingly. While adhering to all of call center core metrics i was able to assist my customers efficiently with a high energy of customer service. Any issue that could not be resolved via over the phone trouble shooting steps, required me to access dispatch quota, and schedule a technician to be dispatched to the customers home to service the cable equipment.
The most enjoyable part of my day, is when I'm able to restore a customers services over the phone, sparing the customer a lengthy wait period for a technician, while saving the company the unnecessary cost of further troubleshooting the equipment in the home of the customer. which in turn reflected on my employment scores and metrics.