What was your best experience as a call center representative?

Hi there, great question...often times we are so busy trying to put out daily fires and managing one crisis after another that heroic stories tend to get overlooked. One of the most memorable experiences I had was when we received a call about a couple who had lost their luggage enroute to their honeymoon in the Caribbean and were stranded at the hotel with nothing except for a few dollars. The agent that handled this call asked for my assistance and notified me about how she was going to help them because she needed my authorization on some technical point on their policy. She stayed past her shift that evening and talked to the airlines and hotel management to assure the young couple that our team would resolve the matter. The next morning, we sent an overnight package including some flowers to the hotel with travellers checks they could use for the week long stay and was able to seek reimbursement from the airline for the lost luggage a few weeks later. The couple were ecstatic with our response to their situation and wrote us a nice letter on how Betty saved the day. I was proud of her ability to think outside the box and take full responsibility for this customer in a foreign country and return them safely back home with happy memories of their honeymoon. It goes to show that our folks in a contact centre does have an impact on people's lives and it is a testament to all the unsung heroes out there like Betty who make me proud to be in a profession that can make a difference. Needless to say, she was promoted to Team Leader and still to this day works the night shift at the contact centre. Hope this inspires you as much as did my teams. Thanks!