You can expect lot of things answering calls from clients but there are also some things you would never expect, like... a proposal! :D

Agent: This is company X. My name is Y. How can I help you?
Client: Hi! How are you today!
A: Sorry... but who do you want to talk to?
C: With you, of course. About an insurance... You know, my dear. So?
A: But what kind of insurance? Sorry but I'm not sure what are you calling about...
C: You know this... well... insurance. Simple
A: Maybe you should call an insurance company.
C: And you... Your company... They... You know I'm just asking
A: ...
C: Can I get married?
A: What? To whom?
C: To you!
A: Me? No!
C: Oh, come on! Don't play hard to get... You'll be making a good deed. Hmm?
A: No, I can't
C: Why?
A: I don't want to
C: Married?
A: Not yet
C: Then what is your problem 
                          (really... What was her problem - at least he is not going just for her looks :D ROLF)
A: (laughing) I already have plans_
C: With me! HURRAY!!! I bet you haven't had one like me
A: yyy... Right
C: 'Cause if I would marry you I could get everything done
A: Maybe, but unfortunately I'm unavailable
C: I'll just have to think of plan B
                          (and so on...)

So girls If you don't want to work CC' cause of lack of personal interactions with client, think again! Maybe your Prince Charming is waiting on the other end of the line :)

This time lets talk 'bout the other side of the phone... Agents. Since I take active part in their training I also get to hear some of the information they give to client. Oh, man! some of them can really test your patience. Just see for yourself...


After the first training all agents are required to fill in the test checking their knowledge. This is an extract from one of such tests :)

Q: What semen tests do you know?
A:  Semen culture, sperm count, semen fluid test, pharyngeal swab(?!)

Well, in some situations... maybe :D

Another situation, this ones takes place on the phone. Older lady has a problem with her mammography  appointment. According to her it's way too late - she would prefer it to be a bit earlier

Client: Well, its obvious this test  should be early in the morning. After all you said it yourself - I cannot use any kind of antiperspirants, perfume or anything. How am I suppose to go the whole day without any - I would simply stink!!
Agent: (calmly) If I could suggest something - you could shower...

Ah... no comment.

One of necessary procedures while answering phone is to introduce yourself properly. Seems easy? not always. Here are some of the more interesting ones...

- Musical Center (instead of medical center...)
- Magical Center
- Yo!... yyy... I mean... (end)

and from one of my favorite employees :)

- What is the name of that doctor?
- Dr. XYZ (rather long slavic surname)
- What?
- XYZ
- WHAT?!
- Jedi, like jedi knight... Star Wars and such.