I watched the show " new proletariat," which drew my attention is that the French are complaining about working conditions in the uplands. We saw that the conditions were horrible, but in Morocco is worse than in France, you should know that Moroccans working 44hrs and we are both scheduled to 05h in the morning to 15 including a lunch break of one hour.
Sometimes we can begin to 05h in the morning and the day we completed the shift to 23h, which the employer is interested in a TC (tele-counselor absorbs the maximum call per minute, knowing that the average duration of the communication is 40sec).
In Morocco is also working day proud Moroccan and French, this is not the case for other call centers to other centers, people do not work on French holiday they are not paid, and they must recover these hours.
This can make the task more complicated TC is the consumer who is not satisfied, knowing that most customers are not French.
At 07:00 am a CT may receive a call from a dissatisfied customer and can expect all the insults, the client knows that the TC has no right to hang up, he did no right to insult that's why the client continues its pressure, some people have fits, cry and some other throw their helmet and they start screaming. You should know that the TC has no right to complain he has no right to say that the customer offended (the majority of customers know that we are in Morocco and they say I know you're in Morocco, you're good for nothing, you can not provide information ... ") sometimes we can expect to abuse, discrimination, without anyone talking about racism.
What the client does not know is when an e-consultancy is unable to answer a specific question type (what is the procedure for this, or how to get a refund or when do I have to repay ?) because it has no visibility regarding this request.
He must also know we stay all day glued to our screens (do not remove his helmet) does not speak with his neighbor, do not answer the phone) failure to follow instructions can cause us serious problems:
Sheet cropping, adverse event form and spirit which a freeze status, loss of the premium or time redundancy.
You should also know that e-consultancy can do several tasks at the same salary (it deals with incoming calls, outgoing calls, calls technical, marketing calls and if there is not enough we can call Backoffice switch to process mail or fax) if it is de-staff.
should know that our pay is a hourly basis so if there is a decrease of activating, the luckiest destaffing can expect if not a dismissal or a change in plans.
You should also know that tracking quick training (4 weeks) you have to learn the product known issues, learn a script by heart, know all the procedures, then they throw us into the set with two hours of binommage (it starts with an old and you try to learn and understand).
Briefly, what happens during a day in a call center is exactly the same thing will drool at the client.
NB A new version of this article will be available soon.
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