Monotonous Me

As I mentioned in my previous post, I had a brief stint as a radio DJ, which I found to be quite enjoyable. Being inside the radio booth and playing music on-air was a unique experience. However, due to conflicts in my work schedule and the demands of my primary job at the call center, I had to let go of this part-time position. Balancing both jobs was challenging, especially considering the strain they put on my voice.

In my call center job, we have Quality Analysts (QAs) who evaluate our performance by listening to recorded or live calls. They provide feedback on our strengths and weaknesses when it comes to handling calls. Every week, I receive around 4-5 call audits where my QA highlights areas that require improvement. While I excel in product knowledge, issue resolution, and call flow, my QA wants me to work on my tone of voice. According to him, I sound monotonous and boring. He expects me to be more upbeat during calls. It's easy for him to say. Try talking on the phone for more than 7 hours straight.

This distinction between a Customer Service Representative (CSR) and a Technical Support Representative (TSR) is crucial. CSRs are expected to be upbeat and establish rapport with customers over the phone, as their performance metrics require it. On the other hand, a TSR's primary focus is resolving customers' technical issues. Our account (before it was transferred from local centers) involved a blend of technical support and customer service values. In other words, we needed to solve customers' concerns while maintaining a cheerful demeanor and building rapport with them. It's frustrating, to say the least.

This is precisely why I aimed to handle a Technical Support account. I am aware that my voice can sound dull and sleepy. Trying to sustain a lively and friendly tone is quite challenging for me. But such is life—you don't always get everything you want, and everything becomes a constant challenge.

Returning to my radio gig, I faced a similar concern. My supervising DJ advised me to practice speaking with a more upbeat voice. She believed I was too dull to be on-air at an FM radio station. It was quite baffling... Kuya Eddie was even more boring than me, yet he made it!