SupCall anyone?

For those who are not familiar with the term "Supcall", it's a coined word from "supervisor" and "call" which means a Supervisor-requested call. Here are the reasons why a customer would be requesting for a SupCall:

• The caller got irritated with the agent because they can't resolve the issue
• Agent has a condescending tone and that the caller felt mistreated **although in most cases, the agent will not pass the phone to his supervisor and instead release the call to avoid getting a sanction**
• Immediate request due to a bad experience with another agent
• No particular reason. Some callers think they can just request for anyone

I'm proud to say I only get the last 2. Okay, I probably had some from the first one when I was still a newbie. lol!

Supervisors avoiding supcalls? You bet. There are a lot of them out there. I'm not sure as to why they have the title of a supervisor if they won't accept a SupCall.

Personal Experience with a supervisor from a different team:

Me: Hi, Supcall please. My TL is not around and there are no 'floorwalkers' available.

TL: I'm sorry but I'm doing audits. Try to look for other TLs.

**Here comes one of his agents**

Agent: TL, tara yosi tayo.

Supervisor: Sige pare. Kanina pa nga akong walang ginagawa dito.                             

       WTF!!! 

Closing Spiel: Again, this is Yallit and thank you for visiting. Have a Nice Day!