I was working for DELL which uses special software that was designed by people soft called as DELTA and this was actually a front end application that helps us to recover the cx (short form for customer) information with the tag or the SR# that they give us.
The software so beautiful that it takes normally 10-15sec to pull up a cx record but what happens is that since more number cx call at the time between 8:30pm to 10:00am IST it happens that we will have to make the valuable cx wait for 10-15 min to pull up his records, we will have to start apologize for the delay if the cx is gone then we lose one privileged cx, so we will have to call him back in case if the cx is calling in regarding a different model since DELL being a giant has more than 15-16 known models so we will have to transfer him to another right department.
Some cx help us by sending a rave mail that is they reply to the mail that has the case# for the call and that will help us to improve our ability to handle cx only benefit of being a call taking agent is that you can learn to be master of handling cx.
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