Saturday, September 10, 2005
One Night at the Call Center...
When the city dozes off at night.... a small section of the city starts working.... No..no.. I am not talking about the FBI.... the secret agents... the terrorists..or the Gurkhas.... I am talking about a new generation of youngsters who work in the call centers.....
Working in the call centers implies working with the overseas clients.... the work pressure is high..and the probability of losing your cool inversely proportional to the IQ level of the person on the other side of the call... I would like to describe one of the interesting conversations that took place when I was working in a call center....
Note: All the names have been changed to protect identity and embarrassment
Me: Hello, my name is Denzil. I am a help desk engineer for Microsoft process. How may I assist you?
Julia: Hi.... I am unable to hear any audio on my computer. I don't know what the problem is....
Me: Thank you for describing me the issue, Julia. Before we proceed to resolve this issue, can I ask you a few questions?
Julia: Oh Sure, Denzil. Ask me what you want to.
Me: Thank you Julia. Can you tell me since when are you facing this issue?
Julia: It happened right after I installed that damn SP2.
Me: Okay, Julia, it seems that your sound drivers are not updated. We need to update them.
Julia: Okay, lets do it.
Me: So Julia, do you have the audio driver CD with you right now?
Julia: I think I do. Just wait a sec till I get them.
Me: Sure, Julia.
(After 2 mins)
Julia: I got them. Can you tell me where do we insert the CDs in the computer?
(I was shocked... What???? She doesn't know where to insert the CDs.... or is she kidding???)
Me ( with a puzzled look and tone) : Julia, do you see the CD-ROM in the tower? (A Tower is the CPU cabinet)
Julia: No. What do you mean by that?
Me (confused like a kid in the streaptease bar): Okay, Julia. Do you see a small push-button on the tower? when you click that, a tray is ejected. This tray is the CD-ROM.
Julia (in an icy cool tone): Oh.... I know this Denzil.
Me (letting out a sigh of relief): So we need to put the audio driver CD in this tray.
Julia (with arogance): I can't do this Denzil. I can't.
Me (with WTF look on my face) : May I know the reason, Julia?
Julia (in a cute childish tone): That is because it is my Coffee Cup holder.
Me (banging my head on the wall): SOMEBODY STOP ME!!!!