HUH!

so tiring.. emotionally.. mentally

kalau aku jadi trainer/pengajar.. aku rasa.. aku akan kecewa bila tgk agents aku melalut time mock calls/oJA

apa itu semua?

Mock calls - role play antara agents and QAs.. QA(Quality Assurance Specialist).. QA akan monitor/evaluate agent's knowledge and customer service skills

OJA.. sama je.. ngn mock calls.. tapi complete with all the system and procedures and reporting

seriously.. if i was a trainer. i'd be disappointed.. where did i go wrong with my teachings? which part did the agent not understand?
was the notes insufficient? is the time/period is insufficient?

why did the agents fail to answer correctly?

tahlaaaa.. some melalut tah pape.. some t/shooting da terabur.. some dont even understand the system or the motives or the cause of the certain system and procedures..
damn .. makes me sakit jantung je at times.. damn la.. kesian pon ada with the agents.. but hey.. cam nk membebel je ok.. which part u dont understand. n why didnt u make urself understand the issue? the purpose of all the system checking and t/shooting?

aaaaaaaaaaaa
merepek da aku ni!