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wherein I fail at my job

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  • #1

    wherein I fail at my job

    Yes, I have once again failed my job as a relay interpreter. I should feel ashamed of myself. Oh Lord please just don't let them file a complaint with corporate (actually please do, I could use the laugh )

    Me-
    SC- you'll see.

    Call comes in, I'll do my best to recreate the screen (doing a copy and paste would get me immediately fired and rightfully so... of course, edited for content and confidentiality reasons).

    Me: Thank you for choosing (company), call start at (time)
    Me: I am (interpreter number), please hold while I connect your call to 555-555-5555.
    Me: [Dialing]
    Me: [Ringing...1...]
    Me: [Automated Message]
    Me: [Female Voice]
    Me: [Collecting information... please hold]
    *I record the message to relay back the the caller
    Me: Welcome to (wireless), the customer you are trying to reach is temporarily unavailable.
    Me: Please try your call again later.
    Me: Goodbye.
    Me: [Automated system has disconnected]
    Me: [Your call has been disconnected]
    Me: [Thank you for choosing (relay). Would you like to place another call?]
    SC: what does mean? did he change his number?
    SC: try again, dial 5555555555
    Me: [Dialing]
    Me: [Ringing...1...]
    Me: [Automated Message]
    Me: [Female Voice]
    Me: [Collecting information, please hold.]
    *once again, record the message and relay
    Me: Welcome to (wireless), the customer you are trying to reach is unavailable.
    SC: what does mean?
    Me: Please try your call again later.
    Me: Goodbye
    Me: [Automated system has disconnected]
    Me: [Your call has been disconnected]
    Me: [Thank you for choosing (relay). Would you like to place another call?]
    SC: fuck you relay, you no answer question.
    SC: you do lousy job.
    Me: [I'm sorry, I can only relay the information in the call. If you have further questions or comments please email customer support at (email)].
    SC: Fuck you, do your job and tell me what his new number is.
    Me: [I'm sorry, I can only relay the information in the call. If you have further questions or comments please email customer support at (email)]
    SC: Since you won't do job sksksk fuck you
    Me: (You're welcome, thank you for using (relay) )
    Me: [Your session has been completed]

    See, wasn't I just horrible, I refused to divine a new phone number for him to call out of an automated message that said nothing about their being a new phone number... and *gasp* I'm a terrible person because I follow company policy.
    Oh how on Earth am I to sleep at night
    If you wish to find meaning, listen to the music not the song
    Tags: None
  • #2
    What is so funny about this is that the SC's actions are so easy to prove!
    Dull women have immaculate homes.

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    • #3
      Quoth Exaspera View Post
      What is so funny about this is that the SC's actions are so easy to prove!
      especially since for a deaf user complaint to be taken seriously, the deaf user must provide a transcript of the call (we don't keep call transcripts on file because of FCC rules). I would just love to see managements reaction to someone sending them that.
      If you wish to find meaning, listen to the music not the song

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      • #4
        Quoth smileyeagle1021 View Post
        we don't keep call transcripts on file because of FCC rules
        Really? wow, I thought it was a standard thing for call centres to record all calls so that if there was a complaint they could pull the relevant calls, I'm surprised that yours doesn't.

        are those FCC rules a relay specific thing?

        also, SC is an idiot, but i've gotten far too many people who've done worse recently so...
        "You can only try so hard to look like you are working before actually doing your work seems easy in comparison" -My Boss

        CW: So what exactly do you do in retentions?
        Me: ummm, I ....retent stuff?

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        • #5
          Wow, what an idiot.

          I think the phrase "Number is unavailable" means just that. They're not available right now, so call back later.

          ^-.-^
          Faith is about what you do. It's about aspiring to be better and nobler and kinder than you are. It's about making sacrifices for the good of others. - Dresden

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          • #6
            Quoth Darkforge View Post
            Really? wow, I thought it was a standard thing for call centres to record all calls so that if there was a complaint they could pull the relevant calls, I'm surprised that yours doesn't.

            are those FCC rules a relay specific thing?
            It is standard, however due to the nature of our service (confidential and private information being exchanged) we are not allowed to record calls... we aren't even allowed to have calls monitered. Both hearing user and deaf user are responsible for their own recording if they wish to have a recording as evidence in a complaint. Also part of that is as far as the FCC is concerned, we are invisible. We do not participate, we are merely middle men acting as interpreters.
            If you wish to find meaning, listen to the music not the song

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            • #7
              That makes sense i suppose, plus it is a lot easier for deaf users to provide a transcript of the call that it is for most people to provide a recording of a call.

              I mean who actually records their calls at home, but i'd imagine a lot of text phones have the option of saving call transcripts.
              "You can only try so hard to look like you are working before actually doing your work seems easy in comparison" -My Boss

              CW: So what exactly do you do in retentions?
              Me: ummm, I ....retent stuff?

              Comment

              • #8
                Quoth Darkforge View Post
                i'd imagine a lot of text phones have the option of saving call transcripts.
                that and as it is that our system is software based rather than hardware based (it can be installed on almost any computer or smart phone with internet connection) all one has to do is do a copy and paste from the conversation into a program such as MS Word.
                If you wish to find meaning, listen to the music not the song

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