| Author |
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PA_BELL
Posts: 18 |
 
Sun Jul 22, 2007 12:00 pm |
Has anyone else been counted off on an ob for clearing your throat or coughing? 
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BigRUSS
Posts: 2105
Phone Model:
two cans ( del monte) and some string,
Service Provider:
RussCo |
Mon Jul 23, 2007 4:26 pm |
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nah thats why you have a mute button
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PA_BELL
Posts: 18 |
Mon Jul 23, 2007 7:24 pm |
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we take inbound calls only and unfortunately a cough,sneeze, clearing your throat isn't exactly something you plan for in advance. The 1/10th of a second it takes to do any of these is not enough time to hit a mute button.
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BigRUSS
Posts: 2105
Phone Model:
two cans ( del monte) and some string,
Service Provider:
RussCo |
Tue Jul 24, 2007 4:02 pm |
most csr's here take inbound only calls includeing myself , you feel a sneese coming on or a cough its not hard to reach over and hit mute , but to answer your OP . no
BTW i thought an ob was another name for gynocologist? 
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elmo01
Posts: 2198
Phone Model:
Samsung SPH-M510
Service Provider:
Bell Canada |
Wed Jul 25, 2007 7:20 am |
| BigRUSS wrote: |
BTW i thought an ob was another name for gynocologist? |
for the lazy typer it would be.otherwise its OBGYN. Obstetrics and Gynocology a hospital department or a doc with a dual speciality
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PA_BELL
Posts: 18 |
Fri Jul 27, 2007 12:03 am |
The call center I work at out mute buttons have been disabled. 
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elmo01
Posts: 2198
Phone Model:
Samsung SPH-M510
Service Provider:
Bell Canada |
Fri Jul 27, 2007 6:50 am |
| PA_BELL wrote: | | The call center I work at out mute buttons have been disabled. |
that sux.that means you hafta put the customer on hold to vent your frustrations
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WebDunce
Posts: 180 |
Sat Jul 28, 2007 2:10 am |
pabell,
Better check with your Team Lead or Supervisor on this one, or the person who scored your call for advice on what to do in the case of clearing the throat or coughing.
At my call center, use of the mute button is zero-call. And one girl at my center was putting customers on hold for no reason at all during easy calls (like prepaid refills).she got canned for work avoidance.
Here, we must apologize after clearing the throat or coughing. After awhile, you can hardly cough without saying "excuse me" or "I'm sorry" after EACH cough (which is stupid, but it must be done).
I did put one customer on hold because my nose was running badly and I had to blow it in order to have a meaningful conversation. I typed in our text pad so QA could read it, "I AM PUTTING CUSTOMER ON HOLD TO BLOW MY NOSE" and to the customer I said, "may I put you on hold for just a moment please, thanks" (then I just hoped the call would not be QA'd, which it wasn't).
It can get frustrating, all the rules. But, it's the best job I've ever had. Good luck on your QA's.
Cheers.
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WebDunce
Posts: 180 |
Sat Jul 28, 2007 2:16 am |
After a QA, if something like this comes up, try to remember to ask the person who graded the call right on the spot (but very politely, too), "I see, for future reference, how should I handle coughing during the call? Should I apologize, or do you have another suggestion?"
Hopefully, there is an approved method…it really would be ridiculous if they do not allow coughing / sneezing at all. If that's the answer given, I would ask a supervisor about the issue.
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Shalalala
Posts: 661 |
Fri Feb 08, 2008 3:19 pm |
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The mute button is allowed. Has been part of the NATIONWIDE Quality Best Practices since 2005 (Cingular, now the new att) - I clear my throat during nearly every call, but I put them on mute. Sorry to revive old topic.
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