Nightshift:call center agent’s blog

I won’t consider myself a veteran in call center-ing. But after 20 months in the industry will make yourself familiar with the terms agent are using in the floor. Note that these are my personal experiences and accounts, so I wouldn’t know if we are on the same page when I use the terms.

Pumipitik. (verb) from the root word “pitik” which is a hand gesture. This is a deliberate lifting of the handset (or handphone) or making changes in the auxes, so that the agent will be in the last position in the list of the queue. This apply mosts in inbound calls. Once an agent makes a “pitik” after each and every call, he will get lesser calls than normal since he’s always last in line.

Inaalat. (adverb) Failure to meet the targets. In sales account, this means lesser sales, or high AHTs (average handle time) in most of the inbound accounts.

Petiks mode. (adjective) Relaxed. Nothing to do. Less calls.

Nangangasoy. (adverb). Forcing a customer to do something that is faster and easier for the agent. An example is, instead of going through all the possible troubleshooting steps in a desktop computer, a reinstallation of the operating system is done.

Brasuhan. (verb). Similar to “pangagasoy,” but applies especially to outbound, sales account. Using sweet language and tricks, an agent will do everything just to make a lead or sale.

Rasyon. (noun). A set of porn delivered to your mailboxes in a regular interval. This may come in a form of sex stories, photos, videos - all condensed in a zip file.

Ninja. (verb). An act of illegally accessing one’s email. An agent hops into another agent’s station without the latter’s knowledge and sends a short email, something like “I love you” to a a distribution list or a group of recipients.