What Is the Best Conversation You Have Had with a Call Center Representative?

by V(we) Care Vcare Outsource Call Center New Jersey

At my house, I have many gadgets that I use to make my daily routine simple. It’s all well and good till the gadgets work without any problem, however, the moment they start having issues, I find myself lost. This is the main reason why I contact call center services frequently to get the issues fixed. I make the contacts so very often that you can call me some sort of an expert on contacting call center representatives.

Out of all the conversations and experiences I have had with call center representatives, one conversation stands out that I simply cannot forget. I was 65 years old at that time and was home alone that day. I recall that my son called me up and told me to check his email on my computer. He gave me his ID and password and told me to check an email that had some important details that he urgently needed.

I turned on my computer and alas…it was a black screen with ‘no signal’ written on it. Confused and distressed, I called up the 24x7 call center of my ISP and got a very polite gentleman on the other end. I was impressed at first but then when he began to ask a series of questions about my router model number, serial number etc., it made my love for him turn to hate. Then he began troubleshooting and asked me to go to start, run and command prompt, and then type something. He said command prompt was like a black window on which I could type anything. But when I told him that I already have a black screen in front of me and it is not letting me type anything…he got slightly frustrated. He told me if I was able to browse on any other computer connected to the router (to check whether the signal was available on any other computer, I learned later about his intention). This line made no sense to me at that time and I too got frustrated.

Although I had absolutely no technical know-how about computers – all I knew was how to operate webmail – I was sure that he was asking wrong questions and wasting my time. I kept on ranting about how I could only see ‘no signal’ written on my computer screen that is not letting me type anything. Surprisingly, he kept his composure and continued troubleshooting.

After some time, suddenly it seemed like he discovered something and asked me to check if the VGA cable was plugged into the back of my computer screen. I had no clue what VGA cable was but when he told me to turn the screen around and look for an empty slot, I figured it out. Actually, the cable that was supposed to be connected to the back of my computer screen was dangling just below a wide slot. He guided me on how to make the connection and voila…my screen came to life.

Then he explained to me that the problem was a computer problem, for which ISP inbound call center executives are not responsible. But still, he helped me make the connection and then guided me on how to access the webmail (which I already knew anyway).

Now, after learning about computers a wee bit more than I knew before, I sometimes recall this incident and laugh about it. Considering how stupid I would have come across during that call, I find the attitude of that agent truly commendable.