Today I've been counseling about the unnecessary SD (Service Delivery) done by my Team Leader. During the time I training collection skill, the trainer tells us if you did not tick the active button for credit card registration, will lead you SD valid. just a button RM300.
When the time call arrived, I was just handled nicely to the customer. That customer wish to make payment using his registered credit card. When I tried to swap his card, suddenly a MSG poped up says the credit card still not yet activate. I was so curious at the first time I received this kind of system message POP-UP but after few times clicking the mouse for verification, I pretty sure that the previous agent did not tick the "ACTIVE" button.
Frustrated mind of me wrote a SD report towards the agent because I need to cancel the credit card info, re-register the credit card caused me to request again about the credit card info from the customer. how could this silly mistake been done by the previous agent? We aint normal Customer Service Operator anymore, we are special team! Yet, that agent is much more senior than me...If he/she never keep eyes on the job, I have the right to raise a complaint to that agent. But, why I got a counseling letter on created unnecessary SD?
Overall in VADS company did not well-formed and lack of systematic. If this kind of problem remain in VADS, trouble remains too...
