Continued..

Hi again.. Well, many things have happened since my last story. I got terminated from that job which was kind of unexpected. The supervisor said has been getting reports of me asking questions about calls I took earlier which I didn't know that I couldn't ask about calls took earlier. She also said that I have been asking more than one person the same questions which was undermining what the first person told me to do. She also thought that I shouldn't still have so many questions after being on the job for 1.5 months. She submitted the reports to upper management and that was what the upper management has decided on the next day.

Anyways.. I was having bad depression on the day of the start of all the bad events. I got really depressed after receiving a message, which affected my performance at work. How you do are measured all the time at work, especially when you also have certain call metrics that you have to meet, such as you can't take too long to notate on the account and so forth. There were many things I have to do after a call ended for that job. I have to select the categories to put the call in, and also need to use a template and put in the order #, case #, item #, etc.. and how I resolved it. There was no manager line that you can transfer to as we were told that we could do things the same as the manager could. I have instances where a customer didn't want to speak to me and insisted to speak to a manager instead. She demanded to speak to a manager right away. I didn't know what to do as there wasn't a manager I could transfer her to, so I just transferred her to another dept which I found out in the notes later that the rep did help her but the customer had a history of abuse and so the other reps couldn't help her further. The customer was using profanity at the reps then which was kind of sad.

For the customer in my last story, the last time I checked, her case was still not resolved and that was already past 48 hours. I was kind of surprised that her case hasn't be resolved yet after so long. I could have helped her more actually but it just totally slipped my mind that I could give her discounts for the bad experiences and advised her that she can use the discounts to pay for someone to bring her items to the front of her house for pickups. But I totally forgot to offer that to her and plus I was new, I didn't know what all the options were. She was upset already when I took the call and said that it will be the last time she will call about the matter, which meant she has already called several times but not been helped. She was yelling at me throughout the call too and saying unpleasant things when I was just relaying to her the messages that I got from the specialists as to what we can do. The specialist said that we don't offer that kind of service for her which is what I told her. The next day, I asked another specialist about it and she told me that we do have service like that. But, I got into trouble for asking a second person for a second opinion. I didn't know that I can't do that nor has anyone told me that before.

Anyways, I also had a dream this morning about needing help with a call but there was noone that could help me in my department and I had to walk all the way to another department to ask the manager there for help. The manager then had someone walk with me to my desk to help me. Then, I realized that I could have asked the manager in my department for help instead who was standing there all along. That's the kind of helpless feeling I've felt when working at that company.

Also, all the calls were recorded so they might even use my call during their training sessions to show the new people what not to do on a call.