I asked, "What do you mean?." She answered , "Are you from the States? What State are you in?" I answered back , "Your call has been routed to the Philippines."
She said, "Oh! I thought you were in the States.I'll just call to the States.Bye!" Ouch! That was too discriminating but it lowered my AHT somehow (AHT means Average Handle Time).
Anyway,i thought of sharing this on this blog not to put down or discriminate any race or something but i just want to share what's in my heart about it.
Everyday, we experience discrimination in the call center. As if we don't have the abilities to resolve issues when some of the Americans or other races that live in the US find out that their calls have been routed to the Philippines.
But, there's something positive about that question though...which i just now realized. I should have answered "YES, I AM STATESIDE!". Stateside, not in the context of what State i came from or race or culture but in the context of value.
Copyright © 2010 by Mari Ann Rose "Mariah" F. Gadapan . All rights reserved worldwide.