Last Monday I was in a call centre in Bangkok for the day, mostly listening in to calls while observing how the operator works.
a) there could be someone else plugged in and listening to your call; and
b) your call is probably being recorded and stored for 6 months.
It’s been years since I was in a call centre. I forgot how incredible it is to see operators speaking slowly to a customer while their hands are going nuts in parallel. They maintain this calm, even script while jumping frantically from screen to for little pieces of information ... compensating for the failures of IT. It is not unusual for an operator to access 8 different programs during a 4-minute call and have 25 applications open at any one time. There is a lot of copying and pasting of your phone number or customer id.
CC Operator is a great job. By lunch time I had decided to spend my retirement achieving 3 goals: a mathematics degree, a weekend job in a corner store and a part time job as a call centre operator.
Most of the calls were in Thai, so I spent my time making other observations.
A Floor Full of Eskimos
On one particular floor everyone was dressed like grannies with rugs on their laps, shawls and bomber jackets. I spotted one girl in a beanie. At first I thought it was theme day. Then I realized. – imagine living your whole life between 29 and 36 degrees, then getting a job where you sit for 8 horus in a room artificially set at 21 degrees. It must be freezing. I can’t even imagine where they could buy this type of clothing in Bangkok.
I’m Not There
2 of the first 4 people I sat with pretended I wasn’t there. Not even a hello. I was sat down by their supervisor and they stared straight ahead at their screens. As I plugged my headset in and made myself comfortable, it was like mounting an old draught horse. My old Clydesdale was just looking straight ahead at the screen, biding her time. This must be what’s it feels like with an old street hooker. I thought about Miss Celie looking at the ceiling, bored while Danny Glover ploughs
In all fairness they were probably just uncomfortable about not speaking English – Thais are generally very to strangers, if a little embarrassed to speak English in an office. It still felt strange though.
What The Fuck Are You Wearing?
I sat next to one girl who was wearing slippers with a big purple felt kitten perched atop. I drew a picture of this slipper, then hid it with my thumb (imagine if I was caught drawing her feet – it would be very difficult to explain). Each kitten had a large green pretty bow its left ear, with sparkles all over it.
I looked across at her neighbour and she was wearing kitten slippers as well. What are the chances? Unfortunately, probably high 90’s.
Fatsville
There was a section on one floor where nearly every operator was quite overweight. It is unusually for Thai people to be overweight, much less a whole department. There are various snacks on every desk – sliced green mango, little sweets or mini biscuits or wrapped things. This is a typical Thai thing, where eating occurs all day. The snacks in Fatsville seemed to be healthier than the other sections. There was more fruit and less refined sugar – so it confused me.
The Gay International Desk
In the afternoon I spent 30 minutes on the “International Desk” - a hotline for grumpy potatoes with slow internet connections.
My host was very friendly and asked me where I was from (Vietnam threw him) and how long I’d been in Bangkok (1 day threw him) and what I was doing there. I explained that I wanted to see how he used the system, what worked well and what didn’t work well, also what the customers say and think.
“I’m just here to watch – you have nothing to fear,” I lied, neglecting to mention the bit where I stab him in the back in my report to the CEO.
I also mentioned how important this half hour would be for me, especially because I will understand the customers ... so I would really appreciate his help showing me through the software and explaining what he likes and hates.
He smiled while ignoring me. He had picked up on the fact that I was Australian, so turned his phone off and jumped onto Facebook. We spent the next 15 minutes “off line” from the queue while he showed me photos of his sister who is studying in Sydney. I eventually found the nerve to interrupt and ask if he could take some calls.
This guy was a little gay, which not unusual for a call centre but in Thailand is often includes a touch of makeup and a mountain of hair. Asian hair responds well to strong gel.
He was softly spoken, with an ethereal air to him. It was that typically Thai behaviour that appears to be agreeable and caring while actually not giving a damn. This is not to be confused with being grin fucked in Vietnam... because Thai people are not deliberate or malicious about it. It is just a cultural habit to be agreeable and friendly at all times, whether you mean it or not.
And my young gay friend did not mean it at all. I wrote down some of my favourite dialogue from him. You have to remember that the potatoes are mostly task driven, frustrated customers while their operator is kind, gentle, polite, softly spoken and uncaring.
Customer 1
A Dutch woman of about 55:
[Call introduction and request of customer number and password to identify her.]
“Thanks so how can I help you today?”
-- “I’d like to pay my bill.”
“OK please go to the ATM or 711.”
-- “But you just sent me and sms to call this number to do a phone payment!”
“Hmm yes I see but we cannot do that yet …”
-- “Why not?”
“The service is only available in Thai.”
-- “But you sent me the sms in English.”
“Yes the sms is in English but not the payment service. The payment service is only in Thai.”
-- “But why did your company suggest that I call you on this number? Why would I call and give you all these details if you can’t do anything?”
This is called “buddying” and is very common for training and assessment. There are 2 things most customers don’t know about call centres:
a) there could be someone else plugged in and listening to your call; and
b) your call is probably being recorded and stored for 6 months.
It’s been years since I was in a call centre. I forgot how incredible it is to see operators speaking slowly to a customer while their hands are going nuts in parallel. They maintain this calm, even script while jumping frantically from screen to for little pieces of information ... compensating for the failures of IT. It is not unusual for an operator to access 8 different programs during a 4-minute call and have 25 applications open at any one time. There is a lot of copying and pasting of your phone number or customer id.
CC Operator is a great job. By lunch time I had decided to spend my retirement achieving 3 goals: a mathematics degree, a weekend job in a corner store and a part time job as a call centre operator.
Most of the calls were in Thai, so I spent my time making other observations.
A Floor Full of Eskimos
On one particular floor everyone was dressed like grannies with rugs on their laps, shawls and bomber jackets. I spotted one girl in a beanie. At first I thought it was theme day. Then I realized. – imagine living your whole life between 29 and 36 degrees, then getting a job where you sit for 8 horus in a room artificially set at 21 degrees. It must be freezing. I can’t even imagine where they could buy this type of clothing in Bangkok.
I’m Not There
2 of the first 4 people I sat with pretended I wasn’t there. Not even a hello. I was sat down by their supervisor and they stared straight ahead at their screens. As I plugged my headset in and made myself comfortable, it was like mounting an old draught horse. My old Clydesdale was just looking straight ahead at the screen, biding her time. This must be what’s it feels like with an old street hooker. I thought about Miss Celie looking at the ceiling, bored while Danny Glover ploughs
In all fairness they were probably just uncomfortable about not speaking English – Thais are generally very to strangers, if a little embarrassed to speak English in an office. It still felt strange though.
What The Fuck Are You Wearing?
I sat next to one girl who was wearing slippers with a big purple felt kitten perched atop. I drew a picture of this slipper, then hid it with my thumb (imagine if I was caught drawing her feet – it would be very difficult to explain). Each kitten had a large green pretty bow its left ear, with sparkles all over it.
I looked across at her neighbour and she was wearing kitten slippers as well. What are the chances? Unfortunately, probably high 90’s.
Fatsville
There was a section on one floor where nearly every operator was quite overweight. It is unusually for Thai people to be overweight, much less a whole department. There are various snacks on every desk – sliced green mango, little sweets or mini biscuits or wrapped things. This is a typical Thai thing, where eating occurs all day. The snacks in Fatsville seemed to be healthier than the other sections. There was more fruit and less refined sugar – so it confused me.
The Gay International Desk
In the afternoon I spent 30 minutes on the “International Desk” - a hotline for grumpy potatoes with slow internet connections.
At last, I could listen to English speaking customers so I needed to be very focused and “catch up” on time I wasted worrying about rugs, snacks and slippers.
My host was very friendly and asked me where I was from (Vietnam threw him) and how long I’d been in Bangkok (1 day threw him) and what I was doing there. I explained that I wanted to see how he used the system, what worked well and what didn’t work well, also what the customers say and think.
“I’m just here to watch – you have nothing to fear,” I lied, neglecting to mention the bit where I stab him in the back in my report to the CEO.
I also mentioned how important this half hour would be for me, especially because I will understand the customers ... so I would really appreciate his help showing me through the software and explaining what he likes and hates.
He smiled while ignoring me. He had picked up on the fact that I was Australian, so turned his phone off and jumped onto Facebook. We spent the next 15 minutes “off line” from the queue while he showed me photos of his sister who is studying in Sydney. I eventually found the nerve to interrupt and ask if he could take some calls.
This guy was a little gay, which not unusual for a call centre but in Thailand is often includes a touch of makeup and a mountain of hair. Asian hair responds well to strong gel.
He was softly spoken, with an ethereal air to him. It was that typically Thai behaviour that appears to be agreeable and caring while actually not giving a damn. This is not to be confused with being grin fucked in Vietnam... because Thai people are not deliberate or malicious about it. It is just a cultural habit to be agreeable and friendly at all times, whether you mean it or not.
And my young gay friend did not mean it at all. I wrote down some of my favourite dialogue from him. You have to remember that the potatoes are mostly task driven, frustrated customers while their operator is kind, gentle, polite, softly spoken and uncaring.
Customer 1
A Dutch woman of about 55:
[Call introduction and request of customer number and password to identify her.]
“Thanks so how can I help you today?”
-- “I’d like to pay my bill.”
“OK please go to the ATM or 711.”
-- “But you just sent me and sms to call this number to do a phone payment!”
“Hmm yes I see but we cannot do that yet …”
-- “Why not?”
“The service is only available in Thai.”
-- “But you sent me the sms in English.”
“Yes the sms is in English but not the payment service. The payment service is only in Thai.”
-- “But why did your company suggest that I call you on this number? Why would I call and give you all these details if you can’t do anything?”
[I wrote down his next sentence verbatim.]
“ Anyway yes but if you do try you can’t do it because you will spend the time for nothing …”
-- “So how can I pay?”
“Hmm yes 711 or ATM ok?”
-- “That's all?”
“Yes.”
-- “OK bye” [click]
“ Anyway yes but if you do try you can’t do it because you will spend the time for nothing …”
-- “So how can I pay?”
“Hmm yes 711 or ATM ok?”
-- “That's all?”
“Yes.”
-- “OK bye” [click]
These calls were comforting to me. I felt less lonely for I had found others: others just like me.
Customer 2
An Australian guy – about 30 yo and fairly well spoken. He had probably been to a private school, but come from a working class family. He was really pissed off but remained reasonable.
[The operators hears “speak English” whispered into his ear through the headset, then the call drops in.]
“Hello international desk this in Bunchai speaking hair body help shoe?”
-- “What’s wrong with your internet?” [This customer was strong out of the blocks but my operator was stronger]
“Hmm actually I don’t have that information yet but I think you have a problem with your internet today do you?”
Customer 3
This customer also sounded Dutch, female and 50-ish. The technician had not yet arrived to her house.
“Hello international desk this in Bunchai speaking hair body help shoe?”
-- “You said someone would come here in 24 hours and now it’s been 48 hours!”
“Hmm oh 48 hours already? That’s a long time more than 24 hours. Let me find out please”
[Puts her on hold and chases up an answer …]
“OK so they come in next ½ hour. So you have to keep waiting for them longer now.”
Customer 2
An Australian guy – about 30 yo and fairly well spoken. He had probably been to a private school, but come from a working class family. He was really pissed off but remained reasonable.
[The operators hears “speak English” whispered into his ear through the headset, then the call drops in.]
“Hello international desk this in Bunchai speaking hair body help shoe?”
-- “What’s wrong with your internet?” [This customer was strong out of the blocks but my operator was stronger]
“Hmm actually I don’t have that information yet but I think you have a problem with your internet today do you?”
Customer 3
This customer also sounded Dutch, female and 50-ish. The technician had not yet arrived to her house.
“Hello international desk this in Bunchai speaking hair body help shoe?”
-- “You said someone would come here in 24 hours and now it’s been 48 hours!”
“Hmm oh 48 hours already? That’s a long time more than 24 hours. Let me find out please”
[Puts her on hold and chases up an answer …]
“OK so they come in next ½ hour. So you have to keep waiting for them longer now.”
1 comment:
Bunchai... you need to put him onto your CFO
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