Posts tagged ‘customers’

Once Upon A Time In Kuala Lumpur

When I was a little boy my father gave me some advice that I’ve been turning over in my mind since then. He told me that all the good things in life are free. I always doubted his wisdom over this advice because he would also give me money to buy things which were also good. Deep inside, I knew that he meant a great deal more than that but I couldn’t figure it out and got carried away with the gigantic flow of life.

On the first day of my training I reached the office earlier and ushered myself in a room on the 25th floor of Menara TA one. The nameplate of the blue door of that room reads “DA Vinci”. I told myself chances are that this room may be decorated with the paintings of Mr. Vinci, at least Mona Lisa but I was wrong and there was nothing of that sort. Later that day I realized that those nameplates were used to inspire. When the training session began, I saw people from different countries, races, religions and mind-sets and it reminded me of the meetings that United Nations used to have to discuss the problems of the world. We weren’t trying to save the world, but the tiny confusions and difficulties of people that could mean the world to them.On a rainy afternoon, when the clouds were roaring and hovering o

ver the city of Kuala Lumpur, my phone rang and I was distracted from the misty view of the city covered in half darkness and half bright from the balcony of my 29th floor house. Soon as I answered the phone a busy, rushing yet caring female voice spoke on the phone and congratulated me that I’ve secured the job was interviewed for last week. I listened to her further instructions, hung up the phone and gazed back to the view with a triumphant smile on my face. A moment ago, I was looking at the same view trying to look for the signs of melancholy and nostalgia, thinking over the mistakes of my life and now I was just looking at it with composure and comfort.

I have called to the customer care plenty of times in my life and I was curious to know how the things go on the other side of the customer care. Our technical training took place on the huge and magnificent 20th floor of the same building and it was the floor where all the magic happened. One day, I came earlier and decided to observe the floor. I strolled around the floor staring at people without offending them. I saw people wired up in their headsets speaking to the computer screen and moving their hands and arms about as they were having the video conversation with their folks – or as if the caller will look at their gestures and will understand what they were trying to convey. I saw people stretching their bodies, yawning and relaxing. I saw people rushing and running around for answers like in the emergency wards in the hospitals.  I saw people chattering, smiling, laughing, chattering, helping, sharing food, sipping coffee – I saw people coming in less happy, going back happier. I realized that to the world we may be a customer care line but somewhere in the ancient dictionaries of the world we meant a lot more than that. They call it customer care; we call it Mobile Help Desk (MHD).

I was not long before I joined the floor and got accustomed to every emotion in the world under one roof. During my first week most of the people were making presentations and were so excited about it. I came to know that they were the nominees in the Annual Contact Center Awards. I came to me that I’m working with some of the best in the business in the whole country and this feeling, itself, was good enough to make me proud. Assistant managers, Duty managers, support staff were engaged to achieve their best. I became conscious of that fact that everyone is trying to fight their way through; that this department has people with knowledge, skills, wits and passion but I knew that there is always a little room to grow. I understood that customer care is very difficult job at times and although we, as a team and more like a family, made it look very easy but our emotions were challenged each day. Every day inside this building we came, worked, learnt, laughed – everyday outside this building in this same world; babies were born, people got married, divorced, died, people were hired, fired, homes were bought, expensive cars were leased, tears were shed, harsh words were spoken, fear, dread, resentment, jealousy, frustration and rage came and went out like the clouds in the sky and unaware of all this, we worked and laughed.

One of the most important elements of a call center employee is the Time Keeping. I have seen people writing big fat books about how to manage time I have seen my professors lecturing about time keeping but coming to this place – it completely changed my way of thinking about time keeping. In this place we beat time each day. It is quite amazing and at the same time surprising that how a few numbers can contain all of the time? And how a few numbers can time us out? Not in here. Here we beat time every day very convincingly.

 It may sound a little fancy but it is a fact that we work right opposite this giant engineering robot known to world as Twin-Towers. People from all over the world travel to see this infrastructural example and they have to hold their heads high and bend their waists back to make their sights reach at the top. It is different and easy for us – as easy as looking out from the window of our pantry at almost each floor. It is a general phenomenon that a good view off the window brings a lot of good ideas and refreshes the mind and soul. A Lot of agents, when they are upset, come up to the pantry and stare at this huge motherly tower. Sometimes when it is raining, the washed and faded view gives you the serenity and peacefulness of mind and you seem to forget all of your worries. When it is sunny the blazing rays of sun reflect with the silver body of these towers and enlighten our heart and soul and an unknown force takes place inside of us and provides us an immense power to fight against our worries. Standing at the top having an urban view makes you feel like you are the king – on the top of the world and you can make everything possible.

 “Almost every warrior in this battlefield is equipped with the weapons of knowledge, care, support and selflessness – and that we all soldiers join together to make an unbeatable and invincible workforce” said one of our brisk team leaders and I was quite engulfed with this idea of his. People call us on our hotline because they have issues and we help them to solve their issues but they don’t know us, they don’t know how we look like and stuff. Like in those superhero movies when a superhero transforms into his superhero uniform in the night and fights against the evil so that the people can sleep fearlessly. So in contrast of what Navin said, the Resolution team would be our backup team, when we are out of rounds or we are reloading, they are there to back us up – and out AMs are our medipacks. When we make mistakes, or we are hit, they bandage us, heal us, treat us, train us and make sure we are ready to go in again. So in this contrast, on the closure of MHD I think of us have won this battle and conquered. Now we will dig the flag of our success at this point and we will move forward to another check post and prepare our weapons to fight yet another battle of knowledge; for life is a never ending process of learning and moving forward.

My motive of joining here was to learn quickly, leave everybody behind and step the ladder of success in no time. I came here with the dream of achieving the impossible, achieving the knowledge, fame, being needed by the people, gaining power, making decisions and making people acknowledging my wits. But I ended up finding love, family, care, friendship and support. Now I know what my father meant when he said all the good things in life are free. Indeed.