Agent Se Product Head Tak: Meri 20 Saal Ki Journey
Aaj ki kahani shuru hoti hai mujhse —
Pichle 20 saalon se main Customer Service industry mein kaam kar raha hoon. Maine apna safar ek agent ke roop mein shuru kiya tha, aur in 20 years mein maine call center industry mein real examples se seekhte hue aaj Product Head ki position tak ka safar tay kiya hai.
Jab Shuruaat Ki Thi
Jab maine shuruaat ki thi, mujhe English bolni nahi aati thi. Mujhe sirf itna maloom tha ki customer ke calls aayenge aur humein unse baat karni hai. Lekin yeh nahi pata tha ki har customer alag hota hai — koi gussa karega, koi time pass karega, aur koi bas jaankari lene ke liye call karega.
Meri Journey Ki Shuruaat ☎️
Maine apni pehli job ek domestic call center me shuru ki thi. Us samay technology bilkul alag thi — headset ka concept hi nahi tha. Har agent ke paas ek landline phone hota tha, jisse humein pure 8 ghante tak baatein karni hoti thi.
Training ke dauraan humein sikhaya gaya ki customer se baat karna
sirf bolne ka nahi, samajhne ka kaam hai.
Training me written test aur certification process bhi hota tha —
kabhi product manager mock call lete the, kabhi senior trainers.
Jo process ke required score cross kar leta,
wo certified agent ban jaata aur real customer calls handle karta tha.
(Is mock call aur certification process ke baare mein main next blog mein detail se likhunga.)
First Call – Jo Zindagi Bhar Yaad Rahegi ☎️
Certified hone ke baad jab maine pehli baar real customer ka call liya,
toh samajh gaya — yeh kaam utna asaan nahi jitna maine socha tha.
Galtiyan huyi, lekin har galti ne mujhe kuch sikhaya.
Ek call aaj bhi yaad hai mujhe — ek stone merchant ka call aaya tha.
Woh bahut gusse mein the aur keh rahe the:
“Bas namaskar karte raho, mere bill galat bhej bhej kar ke!”
Main unhe dhyaan se sunta raha aur beech beech mein ji han, ji samjh sakta hoo bolta rha jisse unko yeh pata rhe ki main unki baat ko dhyan se sun rha hoo aur samjh rha hoo. Jab unhone bolna band kiya, toh maine calmly kaha:
“Sir, main aapki samasya samajh raha hoon.
Aap mujh par vishwas rakhiye — main aapka bill detail se check karke
aapke sath discuss karunga. Agar galti hogi toh main apni zimmedari lete hue
use theek karane ka process follow karunga.”
Unhone “OK” kaha, maine bill check kiya aur confirm kiya ki wrong charging hui thi. Maine complaint forward kar di aur unko resolutin time bataya. Tab unhone kaha:
“Beta, yahi main pichle 4 agents se bol raha tha,
par unhone meri baat suni hi nahi.
Tumne meri baat dhyaan se suni — iske liye bahut dhanyawaad.”
Call end hone par unhone kaha:
“Main Dehradun mein rehta hoon, agar kabhi sambhav ho to personal call karna —
main tumse connect rehna chahta hoon.”
Main company policy ke karan call nahi kar sakta tha, lekin us din laga ki maine kuch achha kaam kiya hai. Us din maine ek baat apne dil mein likh li:
“Agar aap customer ko sunoge nahi,
to uska issue kabhi resolve nahi kar paoge.”
Aage Kya?
Filhaal itni hi kahani.
Agle blog mein main aapko bataunga:
-
Domestic call centers kitne type ke hote hain
-
Call center interview crack kaise karein
-
Ek agent apna career next level tak kaise le ja sakta hai
Doston, main aap sabse yahi kahunga —
apne experiences comments mein zaroor likhiye,
taaki hum milkar seekhein aur samjhein
ki kaise ek agent se ek mentor ki journey possible hai.
Agar aapne mera detailed experience Call Center Training aur Mock Calls abhi tak nahi padha,
toh Mera Call Center Training Experience padhiye.
About the Author:
https://theservicementor.blogspot.com/2025/11/about-vaibhav-gupta.html
Domestic Voice Process Interview – Complete Guide for Freshers (Hindi)
https://theservicementor.blogspot.com/2025/11/complete-interview-guide-for-domestic.html
Dhanyawaad 🙏
Aapka saathi,
Vaibhav Gupta
The Service Mentor
📝 20 Years in Customer Service • From Agent to Product Head • Learning Never Stops
Truly inspiring, Vaibhav sir! I’ve had the privilege of learning under your guidance, and your real-life experiences have shaped the way I look at customer service. Grateful to have you as a mentor..
ReplyDeleteThank You Ripudaman Singh. It's all about your hard work & dedication.
DeleteExcellent message! Listening to customers with empathy truly defines great customer service. Looking forward to learning more from your upcoming posts
ReplyDeleteThank you Devashish Sharma.
DeleteHey Gupta Ji
ReplyDeleteI just finished reading your blog about your career journey, and I have to say—it was truly inspiring. The way you’ve navigated through challenges, embraced growth, and stayed committed to your goals is not only admirable but also deeply motivating.
Your reflections gave me a fresh perspective on perseverance and self-belief. I especially appreciated how openly you shared your experiences—the highs, the lows, and the lessons learned along the way. It felt authentic and relatable, and I could see the passion and dedication behind every step you’ve taken.
Reading your story was more than just informative—it was a great experience. It reminded me that success isn’t just about achievements, but about the journey, the mindset, and the courage to keep moving forward. Thank you for sharing such a powerful narrative. I’m genuinely proud of you and grateful to have a friend like you.
Looking forward to seeing where your journey takes you next!
Regards,
Manish
Thank You Manish Mehra Sahab for such kind words.
DeleteA Tribute to Gurujee — The Beacon of Brilliance
ReplyDeleteIn the silence of ambition, where young dreams learn to rise,
You emerged like a lighthouse beneath uncertain skies.
With wisdom carved from battles that only pioneers know,
You chose to share the light, so generations could grow.
Your words aren’t mere writings — they are maps for the mind,
A compass for the youth, for the seekers who strive to find.
Every blog you weave becomes a torch in their hand,
Guiding them through crossroads where new careers stand.
They say success is personal — but you proved something new,
That greatness multiplies when shared with others too.
You sculpted a legacy not in monuments or fame,
But in thousands of journeys that now honour your name.
And among your finest doctrines — one eternally in view,
Stands the golden mantra, “How to Wow,” created by you.
A practice, a principle, a standard of excellence so high,
That those who followed it soared — like arrows in the sky.
Gurujee, your teachings are not just lessons — they’re blessings,
Not just methods — but milestones in countless progressing.
You turned workplaces into classrooms, challenges into chances,
And shaped confidence and character in silent, steady advances.
For all the minds you moulded, for every barrier you broke,
For every fire of motivation your mentorship invoked
We stand with gratitude, with respect that never fades,
For the light you carry forward, and the change your vision made.
May your journey keep shining — brilliant, vast and true,
For the world becomes better each time it learns from you.
And long shall the youth rise, succeed and inspire
Fuelled by the spark you gifted, an ever-burning fire.
Thank You Puneet Verma for such kind words.
DeleteI believe it was my one of the best moment to come across you in the very first phase of my career and I could see light in you that enlightened me to remove the darkness and turn to light that was ready to welcome me whatever I have achieved you are the only reason, Thank you that you still remember me, You are a Sea of knowledge which can’t be measured
ReplyDeleteHello Gupta ji, I just wanted to let you know how much I appreciate your blogs. Your writing always feels so genuine and thoughtful, and it’s amazing how you turn your experiences into something meaningful for others. I’m really proud of you for sharing your voice with the world. Keep going — your words inspire more people than you realize, including me.
ReplyDeleteMy experience has taught me that growth in a call center depends on skill-building, willingness to learn, and maintaining the right mindset. I truly believe that this blog can help agents understand the steps they need to take to move ahead in their careers.
ReplyDeleteHere is the text from the image:
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A truly inspiring tale and a combination of relentless hard work and never give up attitude. Always striving hard to adapt the changes and absorb the trend. Your calm, constructive and an eye for solutions approach paves the path for many youngsters to explore the ocean of endless opportunities. You have always been a Team player and always led your team as your family. Your presence brings synergies together and creates positive vibes and diminishes underperformance. Looking forward to being a part of your team. Wish you all the very Best!!
Completely agree with you because this customer service industry is unimaginable without a customer service representative...
ReplyDeleteGupta ji Watching your journey has been truly inspiring. Your growth is not just about success, but about the values, discipline, and integrity you carry along the way. You lead by example, uplift people around you, and prove that true leadership is built on consistency and humility. Proud of everything you’ve achieved in your life.
ReplyDelete