there goes REALITY

i feel oh so bad today. as if i din't see it coming. as if this was a shock. like i had no clue.

i failed my QA. (QA = the means by which our random calls are graded) i got a 100% and an 85%. the 100% was great. but the 85%? my mind and my heart won't accept it. i was torn to the point that i walked off the Allied Bank with wet eyes. i went straight ahead to Greenbelt chapel and cried my hearts out, my jacket became my hanky, and I was talking to the Invisible. Because the 85% if it was a hundred it would have saved me from failing my QA for this month. And guess what the call was---Ghost Call! "Sa'n ka pa?!" (Ghost Call = happens when a call was dropped before it was routed to an agent, it results to a beep which signals an incoming call but no one would be on the other line so agent would do the CLOSING SPIEL) My mark down was "no notes on acct." however, there was no Anipop on that Ghost Call, so how was i suppose to put a NOTE on the account?! (Anipop = customer's account information ledger) and it was NOT on NICE. (NICE = the software that records our call with a screenshot of what the agent is doing on the call) The call was only barged, in other words, she was not even aware if that call had an Anipop or not. What she did was take the phone # and pull up the account manually! there was no note. how can i put a note?! there was no ANIPOP!!! If i placed a note on a DUMMY acct because it's a Ghost Call, as per calibration a note has to be put on a dummy acct for ghost calls, how the hell would she know?!? it was BARGED! for chrissakes!! no SCREENSHOT!

i know you think i'm talking shit here because you can't understand a thing. but i'm furious. i know the QA rep was just doing her job and over-all it was my fault. i got all too "relaxed." and in this job one can't be "relaxed." pressure is high. you have to multi-task. new rules are applied in every call almost everyday no matter how awkward-sounding it might be. anyone else higher than you can barge you and terminate you in a minute. there's no room for mistakes. which is just fine because DIRECTV is business, customers have to be kept satisfied at all times despite the gruelling rules the business applies on running the business. As customer service representative, you're in the middle of it. between the company and the customer. and Sir Boyet this morning talked about our Center not doing that well in the competition out there. And that we have to do our best otherwise we might loose the account. Fuck, we only follow what they ask us to do. say what they ask us say to the customers. if the customers are unsatisfied, who wrote those SCRIPTS anyway?!? hahahahahahaha

god, i love this job.

okay, here's the resolution for my low QA score. THINK I'M BEING RECORDED IN MY EVERY CALL. i'll try to work on my mark downs. i won't be too relaxed. i won't be. promise. god, our QA even said it took me so long to drop that GHOST CALL. what?!? so she suspects i'm one of those who take GHOST CALLS for 30 minutes?!? for chrissakes, i've been tempted to do that and have been joking about that with my officemates but i DON'T DO that. in case she didn't know, i revoked my resignation because my training to the other company is scheduled earlier than the effectivity of my resignation... i was afraid i would get TERMINATED if i don't report by the 13th and the effectivity of resignation was going to be on the 19th...and i'd just prolong a GHOST CALL to RUIN my RECORDS?!? damn! i can't do something STUPID like that. I'M BETTER THAN THAT. if i do that, i might as well release calls of customers who can't seem to comprehend a very simple billing explanation. those might have saved me from being furious and my AHT. sheesh. really, i know better than doing that... ***wipe tears*** ***sniff-sniff***

Anyhow, it was "supposed" to be our 2nd anniv last night. i failed to call him at night because as usual i woke up late. i tried to call him in the morning but he was about to enroll, when he tried to text me by 10pm i was at work as always... on our lunch break, my battery was low. now i'm still waiting for a reply for my last text. he doesn't seem to care about replying so i'm ticked off by that but it's okay... life just don't go MY way all the time. now my back hurts. been here almost forever it seems to me. and i've only been listening to TELEPONO (sugarfree). again?? hahaha... Well... it soothes my mind.it talks about a person confuse of his relationship with another person. and they've always been talking over the phone and suddenly something happened that made him realize the REALITY. whatever that is. i love this song a lot. (=