It was just another regular day at work. He didn't know it yet, but a big storm was coming his way.
The "he" we are talking about is Hamza Sohail, an outstanding customer representative in one of our international campaigns.
That day, it started like any other shift. Picking up a call. Assisting a customer. Rinse. Repeat.
But then came a call (cue the dramatic music…).
On the other end was someone very distressed. A woman, frustrated, and completely overwhelmed.
She had been trying to get a wheelchair approved through a state-run medical insurance provider, but after multiple attempts, nothing had worked. She felt ignored. Pushed aside.
She was agitated and emotional. And as the conversation went on, it became clear that this was no longer just about a service request.
So, Hamza did what he does best. He listened.
Patiently. Without interrupting. And without rushing her.
As she shared her story, the weight of it became heavier. She had been run over by a car, which had left her unable to walk. The experience had taken a toll - not just physically, but emotionally.
At one point, she admitted something no one expects to hear on a customer service call.
She was suicidal. And at that moment, Hamza realized that being passive was no longer an option. He took responsibility when it wasn't even his job to do so.
First he calmed himself down. Then, he started to reassure her gently, reminding her that her life held value beyond appearances or circumstances.
"It doesn't matter what you look like. What matters is who you are inside. Life is precious, it's not given to us without reason."
It was a small step in the right direction.
Once she had calmed down, she explained that all she really wanted was to get in touch with someone named Karen at the main office, who was handling her appeal. She had the extension, but needed help getting through.
And so, Hamza took action. Something that once again, wasn't part of the job.
On her behalf, he reached out, connected the dots, and did everything he could to move things forward.
And that's when something shifted.
The same caller who had started the conversation in distress was now expressing gratitude. She praised Hamza for his professionalism and kindness, saying that in all her years with the company, she had never experienced this level of support.
But what stood out the most was what she said next:
"I was suicidal and crying when I called you…but now I'm not. And I don't have those thoughts anymore."
Reflecting on the experience, Hamza shared:
"One of the biggest things I've learned while working here is how to handle difficult situations with empathy. You can't calm someone down by telling them to calm down. You have to listen. Let them speak. Put yourself in their shoes. Say something like "If I were you I'd be upset too." Even if you can't solve everything, showing that you understand makes all the difference."
He added:
"This call made me feel like I'm playing my part in making the world a better place. Helping someone when they truly need it. It gives my job a real sense of purpose."
Hamza's story is an inspiration to all. Especially those of us who work in the customer service industry, where dealing with an angry or frustrated customer isn't a matter of "if", but a "when".
Because sometimes, it's not about the metrics or reports. Sometimes, it's just a moment where people want to be heard and cared for.
And on that day, Hamza did exactly that. At ibex. Pakistan, he saved the day. But, more importantly, he saved a life - something that no KPIs or money can amount to!
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The Author:
Sana Saleem
Business Analyst
ibex. Pakistan
