On a very good morning, Sola woke up with the intention of putting finishing touches to the logo design gig he's been battling for days. He is to design a beautiful logo for a top rated company. The logo must typify the success and achievements of the top rated company in the last decade. And, he has not been paid until he delivers the job.
He was on the job all through the night, trying to find matching colours and fonts for the last part of the gig. Eventually, he did it. He completed the logo and was very happy to take a nap. He will submit the job once he wakes up, and a new world of opportunity will open up for him once his job is verified and passed okay. He will have a top rated company added to the list of his clients.
When he woke up, he was excited. He quickly confirmed he had done a perfect job and was ready to submit. That was when he realized he's ran out of internet data. He went berserk. "This is not possible," he stammered. "How could I have exhausted 10 gigabytes worth of data overnight? This is not happening!"
In his anger, he dialled the Call Centre of his network provider, ready to rain expletives on them for playing tricks on him. As the call went through to the Call Center, the first thing he heard was, "This call is being recorded for quality and training purposes." That only prompted him to query rhetorically, "Why are these idiots recording conversations anyway? Thieves!"
Just like Sola, at one point or the other I believe you made a phone call to an organization where you were greeted by those same words that Sola was greeted with when he called his network provider. Have you ever wondered why those calls are being recorded? The first thing that comes to mind is that they are recorded for reference purposes. And you will be right if you've said so. However, it is way more than that.
How do you improve an already thriving company? Or, how do you resuscitate a drowning company?
What is that one thing that a company, both the thriving and the struggling ones, depends upon to improve their brands?
The answer is feedback!
And that is where I come in.
The recorded conversations between Sola and the call centre agent will be full of complaints and maybe some expletives because he is pissed off. However, his complaint will not fall on deaf ears. The higher ups need to look at it and decide what went wrong with the data bundle. Questions will be asked.
Like Sola, other clients do call to complement a very good service in a very long conversation. Business managers do not have time to listen to about a 30 minute call just to get the complainant's points. To save time and be more efficient in attending to customers, those calls are outsourced to reviewers like me. We listen, we scrape out the cuss words and expletives, we get the exact points of the callers. The higher ups sort the rest.
I am a reviewer. Sorting clients' complaints/compliments is my business!
