(Date Posted:09/24/2006 12:22 AM)
I was discussing something with one of my cubicle neighbors the other day.. something that kind of frightened the both of us.
If the relay companies were to completely block ALL scam calls, our call volume would drop nearly 50%. That would mean that the relay companies would start letting go. Even now our call volume at times is way to low to support everyone in the building.
Of course the first people they would let go is the new hires, then the others who haven't been there that long, ect. I would be let go. I can honestly say I like my job (I don't LOVE it but I LIKE it) and I'de rather not be let go any time soon.
Right now I think our disconnect proceedures are pretty on-target. I'de rather keep those in place then having the calls blocked 100%.
I have not had a scam call successfully process since I've starting working as an opr, and that is with no or very little intervention from myself.
But i digress, I've gone off-topic again.
When a call drops in from a legit user, I do my best to help the call go through. There are some times when the two parties are not understanding eachother and there is nothing I can do (unless the orig requests translation) and I feel helpless. Most of the time though, I'm able to put some voice inflection on certain words to emphisise the meanings.
Say for example a deaf user is calling a bank and wants to know their balance.. they type something like "hi name smith john want know how available much pls" and the banker is like "What? I don't understand what she is trying to say opr!!" As an opr I can not break transparancy, but what I can do is use voice inflection. I would say, "Hi! My name is SMITH JOHN want to know how AVAILABLE MUCH pls" and usually the person gets it and goes from there... sometimes though I just get the dumbest people on the phone "WHAT OPR WHAT ARE THEY SAYING I DONT UNDERSTAND WHAT SHES SAYING OPR!!!" and of course I have to type that, and let the voice person know I can not be involved in the conversation, so the deaf person USUALLY rewords what they're trying to say, sometimes they repeat it word for word again. It can get frustrating but the majority of the time once the deaf user re-words their sentance it will go smoothly.
But thats from my point of view, I don't know about other oprs.
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