Nurses in Call Centers. Why not?

“OnStar Center, my name is (put phone name here) and I’m glad to assist you today. May I have your home phone number to pull up your account?” I’ve said and heard that opening spiel countless times. So different from what I usually hear when I’m still a College student. Lines like, “120/80, ok nmn po yan.” Once there was a stethoscope’s earpiece inserted in my ear, now all I can see are headphones with foamies, and a protruding mouthpiece. Yes, I’m a Registered Nurse in a Business Process Outsourcing company. Surprised? I know you’re not.
That scenario was a trend for quite some time now. Nurses taking phone calls, not from Doctor’s orders, but from Americans, mostly irate, inquiring about their subscription, requesting to unlock their car doors, and contesting a charge on their credit card down to the last penny. Though very different from what we nurses have been doing at school or in a hospital, still, we managed to cope and blend in to the new environment. Here’s why.
1. Nurses are built for the kill. Call Centers, just like hospitals, are running with shifting schedules. When most of the offices close at around 8:00-10:00 pm, hospitals’ corridors are jampacked full of nurses. Charting, vital signs taking, medication administration, and charting again, is a common scenario. So, who’s built for the schedule 8:00 pm – 5:30 am? Nurses, enough said.

2. Nurses are natural positive scripters. Don’t deny that fact. When you’re patient is dying, do you tell the family straight in their face? Hell, no. You tend to tweak the words, just so it is more acceptable, although the horrifying truth is still there. Now, apply that to your calls. Unauthorized charges on credit card, expired minutes to make phone calls are plain examples in my account. Americans wouldn’t know what hit them.

3. Nurses cater to different age groups. So when it comes to an elderly who speaks slowly, you tend to match the pace. You become “old” as well. Versatile, that’s what I want to call it.

4. Nurses are PATIENT. Nurses are the primary Healthcare personnel that attend to the patient’s needs, whether the ratio is 1 nurse is to ward. They are also the primary “shock absorber” of the family’s remorse, dissatisfaction to facilities, and usually, gets blamed for their loved one’s death. If patience would be the primary requirement for a job, a nurse will always be qualified.

5. Finally, Nurses know how to care – genuinely. And they can apply that anywhere and anyone, to friends, family members, and to the workplace. Not only do subscribers feel content, happy, and grateful, we, nurses, will make sure that outmost care will be rendered be it in a hospital, or in my case, with each and every phone call.

“Please know we’re always here whenever you need us.”

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Author: enigmaTrixx