Saturday, June 19, 2010

Night @ DiGi Contact Centre 18 June 2010

Night @ DiGi Contact Centre was really eye opening for me. This is a program organise by Contact Centre. All DiGi staff can make an appointment to visit Contact Centre @ night. 1 day only limited to 4 participants. Only 2 section pernight. Guy will be 10pm - 3am and Girl will be 7pm to 12am. So when you reached Contact Centre at 10am, you will be guided by the team lead/ traffice controller incharge of that night. Will show you around the place, explained of what normally happen at night, what a CC staff can and cannot do. Divided into few shift and handle different call language. So we will given an opportunity to listen to the communication between customer and staff but we are not allow to said anything. 10pm - 12am, there are alot of call come in but mostly is normal call. 12am - 3am, call very less and when reach 3am onwards, alot of prank call/ nonsense call coming in. Got 1 guy call him and talk nonsense things to the cc girl..But all call was handle professionally, cc staff will repeat three time that this is not related to DiGi product and will end the call. After 3 repeat, CC Staff end the call.

The call was so frequent that cc staff will need to act fast on responding and also logging the call. None stop...i can feel the stess coming in coz sometimes the customer will ask silly question and keep on repeating the same things...if you want me to sit and talk and talk and solve customer problem..i think will go crazy....Really need to give 5 stars to DiGi CC Staff for their way on handling customer... Great WORK...........

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