Is the unabomber calling our call center?


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Humans are creatures full of emotion.  Step in front of one when dealing with a product or customer service issue and watch those emotions ignite.  Call center agents hear just about everything when it comes to customers’ emotions.  Customers will scream, laugh, cry, name-call, curse and threaten. Our Survey Calibration captures all of it and sometimes, if the emotion is intense enough, we have to notify the organization about a possible threat to their employees.     


“I think that what you guys could do, is everybody that works for this company can tie a plastic bag really tight around your heads and then all go to sleep.”

“I would like to see your building on fire.  I wouldn’t do so much as p*** on the fire to help you.”

“My advice is to quit your company and punch your boss in the b*lls.”

“The idiot refused to admit that the letter I was sent was totally useless. The idiot refused to change the form of the letter. The idiot claimed that I should be satisfied with his incompetence. I think his first name was Ding-Dong, or something like that.”

“I was promised that I would be shipped a new machine on June 23.  It is now July 16.  I don’t have it.  I found out that your internal machine just decided not to ship it.  The machine is as smart as the person who programmed it, so obviously the programmer was a s***head.”

Happy Monday!

Republished with author's permission from original post.

Jodie Monger
Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.


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