I don’t want to forget about my accomplishment for this week, because this is special to me. Every week, our management leaders or sups chooses our agent of the week. From these agent of the week for each week in a month, an agent will be chosen as agent of the month.
For each team, there is a nominee, based on our metrics or performance stats. I always get nominated but I never ever won when it comes to voting. When compared to the stats of others, I would always fall short of it. This was because it wasn’t important to me, at all. As long as I have a job. I also, am not aware of what stats would make me agent of the week.
This time, they revealed the stats and started to send us emails on who is the agent of the week along with the stats. This made challenged and so I tried to monitor my performance metrics such as the length of time I resolve an issue in a call, the time I am on break, attendance, attitude, the time I pick up the phone and most of all, the quality of your call which is revealed in our quality monitoring score. And I was surprised, that finally this time, I was chosen as agent of the week, I really won the voting based on our stats.
Every week, we are monitored twice to ensure that we are delivering the best customer service experience to guests. Being a technical support engineer is really not easy to think that you have to give instructions to people who are not visible.
It has been a real challenge. I am now in my first year as a technical support and I would say its not easy but its not impossible to be a good one. This work has helped me improve my patience a lot. Yes, it requires a lot of patience. Patience, patience and more more patience.
For this week, I got the most number of calls because i resolve issues as quickly as possible, so my available or idle time is high which gives me more calls. So, for that, our manager asked a picture of mine to be posted on our bulletin. And, this is what I used. I printed it out from Kodak so I brought my micro sd from my phone. The photo was taken from SM Mall Cebu.