I worked in a Call Center and my tolerance level grew so high. Not anymore.

A Yoruba caller was routed to my Avaya. I only pick English calls. Since I could speak Yoruba I decided to just go on with the call.

Me: e karo, oruko mi ni Charles, bawo ni mo se le ran yi lowo?

Caller: Charles, gbe enu osi e si ohun. Ki o to endi call yi, wo, ko no dafi fun e. Mo ma gbe gbogbo yin sepe.
Me: Damn, at this point I was contemplating ending the call. That was a lot and I knew this was going to be a long call if I continue. My AHT will go high.

Me: Segun, e jo e ma bi nu. Bawo ni mo we le ran yin lowo.
Caller: A ni pe se Charlsi, ko ni da fun gbo yin. Trailer lo na kan gbogbo yin ni ese.

This was so funny I mute the call to laugh.

Bottom line is Segun, called in for a swim swap & didn’t have all the security answer

CCRs need to manage AHT (Average Handling Time) since it’s included in their KPI so most of the time if you don’t have the 3 core questions right, they discharge you ASAP.

I was able to calm Segun down and ran the other security questions with him slowly.

The call lasted for 34 mins. But I carried out the SIM swap for him. However, he didn’t believe I did it and he felt reluctant to end the call until the SIM starts to work. So I asked him to give it 24hrs. Read the closing script for him and he agreed to wait.

I was off work for the next three days and it happened that Segun had been calling in to speak with me. The SIM worked. So one of the CSR transferred his call to a Team Lead and he explained all what happened and would like to apologize to me personally.

I guess they told him I am off & that might not be possible.

When I returned for my normal shift. My Team Lead mesaged me to Aux4(training). When I got to her. She asked me how in the world was I able to help Segun despite his nastiness.

Told her I just felt he was frustrated.

She couldn’t stand the call as the amount of curse and nastiness on that call was not ok.

Ever worked as a CSR? Share your worse call.