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On the Front Lines

On the Front Lines: The Call Center 3 – Call Monitoring and Evasive Expections

by on Oct.08, 2010, under Blogs, On the Front Lines

Now that I have exited this job, this doesn’t apply as much, but I will keep it as it was (I’m not changing the tense just because I don’t work there anymore) while I was still worried it’d get me shit-canned.

If you have ever called a customer service line of any type in recent times, you have inevitably heard the statement: “Calls may be monitored or recorded for quality assurance.”

And indeed, calls are monitored and recorded. Fair enough, right? There has to be some kind of way to ensure consistent quality of service (continue reading…)

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On The Front Lines (Of Rational Discourse): Social Networking Policies and You

by on Aug.27, 2010, under Blogs, On the Front Lines

Social networks and web 2.0 content such as Facebook, MySpace, YouTube, our beloved Blip.tv, and a number of other similar social networking and media sites have exploded in popularity in recent years, allowing anyone and everyone to share when they brush their teeth with the entire Western world.  A lot of what is posted consists of meaningless daily events, gossip, entertainment news (how many of us heard about Michael Jackson dying from Facebook before we heard it from even TMZ?), and opinions on basically everything, coming from people we may know from school, work, the bar down the street, or (miscellaneous).

Needless to say, the idea that people who know each other from work can broadcast their thoughts and feelings in a way that has no fading memory has employers struggling to find a balance between what is an invasion of privacy and what is a permissible use of information broadcast publicly on the internet.  (continue reading…)

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On the Front Lines: The Call Center, Part Deux

by on Jul.06, 2010, under Blogs, On the Front Lines

As promised, the next ingredient in the day job shit sandwich is the callers.  They come in a few different varieties:

Normal People – these people legitimately have a problem and are willing to work with the representative.  Quite rare.

The Entitled – this brand of caller typically beings with “You need to help me [insert thing they fucked up on their own here].”  From there, (continue reading…)

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On the Front Lines: The Call Center, Part 1

by on Jun.26, 2010, under Blogs, On the Front Lines

Day jobs suck, and it’s easy to see why people like myself go crazy at them. Let’s face it: day jobs are there because if there is a God, He is indeed vengeful.

Before I get too far into things, let me familiarize you with the myth of Sisyphus. This will become important later. (continue reading…)

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