That tone that indicates you have a call beep - I've been outta the center and started truck driving fairly recently. Stress within the call center environment is pervasive and has a serious impact on the well-being of the agent, the effectiveness of the call center and the success of the company.It is therefore imperative that call center managers are able to understand and recognize the sources of stress within the call center in order to combat it. I still have a notebook from when I was working in a call centre that has a list of calls that made me smile. It really depends on the location of Teleperformance (TP) and who they are "serving." Calls: the calls themselves can suck and be a source of stress, specially when you’re starting of if there’s a policy or procedure change; even more if the caller needs to understand it. Most customer are horrible. virtual call center) or in an office outside the home. Cookies help us deliver our Services. Communicating with other departments is like talking to a wall. 3. ._3gbb_EMFXxTYrxDZ2kusIp{margin-bottom:24px;text-transform:uppercase;width:100%}._3gbb_EMFXxTYrxDZ2kusIp:last-child{margin-bottom:10px} You'll know in the first month or so after training if this is something for you. By following others footsteps you can add extra efficiency in your work. Guidelines surrounding call avoidance are certainly necessary for contact centers – there’s no arguing against that. Nothing to take home. 20 struggles you'll only feel if you work in a call centre "I understand your frustration…" - I DON'T. It's not hard, just annoying. They can make you feel lethargic and tired, where you won't want to do anything outside of work. Your call centre job involves many of the same health and safety hazards found in any modern office, especially the risk of repetitive strain injury from working with a computer, mouse and keyboard.. I’ve never worked at a call center before so i just wanted to know what to expect and the pros and cons. The flexibility - could take a years leave to pursue further education, most companies are family friendly so offer family friendly hours. PLEASE HANG UP. Pros: Study job - study pay & less financial stress. I gave it a real shot, but it's just not for me. Many of which I have spent taking second and third level calls. 23. They liked it THAT MUCH. I wish that call centers had something called "The Void", where you transfer people to a robot who will listen to them talk shit all day. Nope, they call just to tell us how shitty we are. You may be having a bad day, but don’t take it out on me because you got yourself in this mess in the first place. How to Survive (and Succeed) in a Call Center as an Introvert 1. Rants, complaints, memes, help, general discussion and advice! Cookies help us deliver our Services. And, call center work can easily be done remotely. Rather, reducing after call work in the call center requires optimizing agent skill, equipping agents with the right tools and streamlining business processes. It's not bad.Easy job - just, fuckin be nice and helpful.Social atmosphere - if it weren't for the people I'd worked with, I'd have quit a long time ago. Rants, complaints, memes, help, general discussion and advice! The money was decent and if you met or exceeded the metrics you were given promotions quickly but it isn't fun to be yelled at all day when peoples internet doesn't work. Press question mark to learn the rest of the keyboard shortcuts. Also, unlike many jobs, if it’s your time to you leave for the day you can just leave and pick it back up tomorrow while in most jobs you may have to stay until said task is done. Sheesh. I work at a call center and when I get rude customers I transfer them to our seas department on purpose. Also, the recognition for doing your job right, ._2JU2WQDzn5pAlpxqChbxr7{height:16px;margin-right:8px;width:16px}._3E45je-29yDjfFqFcLCXyH{margin-top:16px}._13YtS_rCnVZG1ns2xaCalg{font-family:Noto Sans,Arial,sans-serif;font-size:14px;font-weight:400;line-height:18px;display:-ms-flexbox;display:flex}._1m5fPZN4q3vKVg9SgU43u2{margin-top:12px}._17A-IdW3j1_fI_pN-8tMV-{display:inline-block;margin-bottom:8px;margin-right:5px}._5MIPBF8A9vXwwXFumpGqY{border-radius:20px;font-size:12px;font-weight:500;letter-spacing:0;line-height:16px;padding:3px 10px;text-transform:none}._5MIPBF8A9vXwwXFumpGqY:focus{outline:unset} As a person, I hate being the one that people bitch at. Tl;Dr? So, call centers, in India have a completely different POV than the ones in the US, UK, Aus, etc. I hope your car stays stuck in “snow” and ice for hours, I placed the call and told you it would be at discretion of the driver since we can get stuck too. I hope I get to call you and tell you it’s not covered. My manager saw how long I was on the 3-way call and fired me for call avoidance.” There’s a problem with call avoidance policies. Cons: Customers - imagine there's a race of people called customers and you're hella racist. The best advice I can give you from working at a multitude of call centers over the years, is that its important to not think about work outside of work, and to still go out with friends and have fun. I still have dreams of that tone. 2. Dec 10, 2014 1. Cons: Customers - imagine there's a race of people called customers and you're hella racist. It was a complex issue, and I wanted to make sure it got resolved this time around. I’m all out of empathy and you, sir, just drained what little I had left. The people, you all have a common interest which helps you bond. Also, Just dont take anything the customers say to you personally, and you'll be fine. /*# sourceMappingURL=https://www.redditstatic.com/desktop2x/chunkCSS/TopicLinksContainer.361933014be843c79476.css.map*/._2ppRhKEnnVueVHY_G-Ursy{-ms-flex-align:center;align-items:center;display:-ms-flexbox;display:flex;margin:22px 0 0;min-height:200px;overflow:hidden;position:relative}._2KLA5wMaJBHg0K2z1q0ci_{margin:0 -7px -8px}._1zdLtEEpuWI_Pnujn1lMF2{bottom:0;position:absolute;right:52px}._3s18OZ_KPHs2Ei416c7Q1l{margin:0 0 22px;position:relative}.LJjFa8EhquYX8xsTnb9n-{filter:grayscale(40%);position:absolute;top:11px}._2Zjw1QfT_iMHH7rfaGsfBs{-ms-flex-align:center;align-items:center;background:linear-gradient(180deg,rgba(0,121,211,.24),rgba(0,121,211,.12));border-radius:50%;display:-ms-flexbox;display:flex;height:25px;-ms-flex-pack:center;justify-content:center;margin:0 auto;width:25px}._2gaJVJ6_j7vwKV945EABN9{background-color:var(--newCommunityTheme-button);border-radius:50%;height:15px;width:15px;z-index:1} Also, to keep in mind, it is stressful just like any job. I hope you have an awful Christmas for treating me like I don’t know my job and for cajoling and pushing to get what you wanted. Everything you do is under a microscope. Management is that kid and your peers and you are the poor smoking ant. Call center jobs can be either work at home (a.k.a. Don't work for an outbound place. Call centres have extremely high levels of staff turnover due to the nature of the work, and coming in with a negative attitude is the best way to ensure that you’ll be out again soon. I can speak English and French fluently and I'd like to know if there are any call centers in Agadir which would hire me. As customers in every industry become more tech-savvy, the call center model has been evolving.More and more call centers are moving back from outsourced outposts in the developing world, and several have gone completely virtual. Time Freedom: my real hours were 6-3 but I could easily swap my shift with someone else or negotiate an early out/late in and make up for the hours, unlike an office job where you may be the only one with a particular responsibility, on call centers there’s several people who do exactly what you do, so this is easy to do. If a call center agent is calling a customer, they are often inquiring about the customer’s satisfaction with … Once the day is over, that's it. Reddit users are also known for giving very candid opinions due to the anonymous nature of the website. Friends: at first you’ll feel like everyone’s different but soon you’ll realize you may have a lot in common, specially after realizing you’ve had similar experiences on your calls. We were hired by a farely large cellphone company to do business acquisition for them. By using our Services or clicking I agree, you agree to our use of cookies. Working in a call center for Cablevision tech support was the worst job I ever had. Call center positions, she says, are “not a bunch of entry-level jobs that require no skill and don’t lead anywhere. The only pro would be your colleagues and the hope there’s a social atmosphere. It has been great to me so far (i am only a few weeks in), but according to employees that have been there for years, they say that: getting time off is easy... just communication is key. I lived pretty well for ten years under the call center pay scale. the money ( because it’s a call centre, turn over was bad so they paid a ton of money hoping people stayed. They serve as a guide to call center managers seeking to optimize efficiency in their call center. Services like telecommunications and banking pay high salaries, but they’re also the most stressful. Still should've. Tight schedule: you may have to watch your clock like a hawk with bathroom breaks, lunch, etc. Find the right call center. I hope it fades as time goes on. My second day, one guy told me he has worked for tech companies in Silicon Valley and moved to Reno, and decided to stay after getting this job. By Claire Hubble. Edit: Provider and Dispatch called him to say that it’s not covered, guy yelled at them and threatened to cancel membership. This story is about why I quit working at a call center. Then, incorporate their techniques into your own dealings with customers. Ok, I’m probably never going to convince you that working in a call centre is a laugh a minute but these tips can save you from death by boredom. The mute button is a great feature for venting (very cathartic on stressful calls). We’ve compiled 30 of the best contact center life-hacks from these Reddit threads, to help you become more successful in this field of work—and avoid sitting in a straitjacket: The 30 Best Tips and Tricks for Working in a Call Center 1. Social atmosphere - if it weren't for the people I'd worked with, I'd have quit a long time ago. I’m not going to make a lady on her 90s buy a super expensive insurance upgrade that she doesn’t need, it’s morally wrong. If workforce is doing their job maximizing resources, this is (at most) the time you'll have between calls.High stress envicroment - even if it's not sales oriented you'll still have average handle time metrics, hold time metrics, and call review scores to deal with. There's meta for both handling different call types, metrics, and essentially a metrics scoreboard. Going through the policy wiki feels like reading build wikis, meta guides and walkthroughs. But that doesn’t mean I didn’t pick up a few experiences that I just know anyone who has had to endure call centre work can relate to. Still should've. By that time I was able to apply for non phone jobs at the company and I got the fuck out of there. (urgent) Discussion. ( yes I know i said it twice it’s a big con ). Everything can be optimized, even the people side of things. It was four straight hours of listening to complaints, a lunch break, and then another four hours on the phone. A place for call centre/call center workers to discuss all things call centre related! It's a large IT company, I think mostly the calls are inbound, I have an interview tomorrow and have been looking through what it's like and all I can see from reviews are "hell" Also just saw this: It's my first real fulltime job opportunity Nothing hanging over your head. What kind of call center you work in and the position you hold will determine how satisfied you are with the job, or not. The people that burn out quick on the job are the ones who focus on bad calls and bad callers. Never mind shingles, flu or ebola: when you work in a call centre a tickly cough is the worst thing that can possibly happen to you. 1. Because you will hate then, they will hate you. Don’ts for Call Center Agents 1) Don’t lose patience They’re the typical call center … Almost 3 years later I've never been back in a call center and am much happier. Press J to jump to the feed. Not all call centers are created equal. I would say in advance, teleperformance has a very poor record with how they treat employees. Working in a call center is pretty much like working at Forex, Time is gold because every second of your time spent on the phone is what you get paid for. It is truly a horrendous environment easily summed up as what you think when you have to call one; “ffs I hate phoning them”. And getting paid. We do inbound calls for Bank of America. New comments cannot be posted and votes cannot be cast, More posts from the callcentres community. IT GETS BETTER. Let me explain why! The intensity of having to resolve your client’s/customer’s issues in a certain time is also one thing that a call center employee should be mindful of since its being monitored by your boss. ). A while ago I used to work in an outbound callcenter. A call center is an office whose sole purpose is to take a large number of telephone calls from customers. Accept that going in. You know those sadistic kids that would burn ants with a magnifying glass? Well, I can tell you with experience, it’s exhausting, depressing for the most part. That’s a common misperception. That's just the nature of a call center. I am going to be interviewed tomorrow for a teleperformance. It's not bad. At least I get double pay. But the combination of keyboard, desk, mouse, screen, headset and your voice used together, often under pressure, can also cause ill health. I lived pretty well for ten years under the call center pay scale. Sit in on calls with a successful call center agent and listen to how they manage their calls and handle customer interactions. Have you looked elsewhere at all? There will be days... ACW (after call work) - this metric is usually about 20 seconds that you have to meet. Tbh I take a lot of pride in my stats, feeling like I've mastered the game or something. Companies may hire call center agents for their own business needs, or they may contract with business process outsourcing firms (BPOs) who provide call center services to … There’s also little things like not having such strict dress codes, having your holidays moved sucks but also you get days off that are great for running errands so it feels more productive. 24. My job was to call consumer customers that had a business to try to get them on our business plan. Anyone here working in a call center in AGADIR? This may be a difficult read guys. I started 24 years ago as a call center trainer.” She’s now CEO of Convergys, the largest call center management company in the world. Working in a call center means being the first point of contact for a customer getting in touch with a company. A call center agent, also referred to as a call center representative, is an employee who makes phone calls to customers and also answers calls from customers. "I work for an AT&T call center and I think the strangest call I had was from a woman whose boyfriend had kicked her out and suspended her phone line after he had already burned her belongings. Hey everyone! People’s phone behavior is astonishing. By using our Services or clicking I agree, you agree to our use of cookies. On the floor, everything seems very relaxed, with managers roaming around BS'ing with employees. Currently working for a call center and here's my advice: 1. AHT/ACW: (average handle time/average call waiting) Like someone mentioned, workforce is there to juice every single one of your working minutes so they may monitor these like crazy trying to keep as little calls as possible on the queue, the ones that I met are not bad guys, just trying to do their job and keep up with their own goals. A place for call centre/call center workers to discuss all things call centre related! Sales, uhhhg hate selling things. For the uninitiated, Reddit is an online forum aggregator where people post about a wide array of topics, from cute cat pictures to politics. /*# sourceMappingURL=https://www.redditstatic.com/desktop2x/chunkCSS/ReredditLink.f7b66a91705891e84a09.css.map*/CONS. The modern call centre has been described as an “electronic panopticon” (pdf) – a place designed in a way that strips workers of their rights. I work in a call center. Use the mute button. What a lovely character. Press question mark to learn the rest of the keyboard shortcuts. That in addition to taking call after call after call leads some folks to burn out. The difference is the source, in a non call center job it may be pressure to meet deadlines or goals while here is mostly the callers. Easy job - just, fuckin be nice and helpful. Money: mine paid rally week and getting the extra bonuses was a piece of cake, one of my bonuses was just for showing up on time and following my schedule. 5 more hours of this bullshit. I've been doing call center work at the same place for 12 years. It's going to suck. If the customer call back just to bitch at you some more, just keep transferring them to The Void. HANG UP. Pros: Study job - study pay & less financial stress. We took a question to Reddit to see what makes one call center work experience better than another. 25. Press J to jump to the feed. Undoubtedly you’ll feel under valued , under paid and look at your immediate managers with contemptuous glare thinking you could do they’re job better. I work in a call center that doesn’t monitor calls. Make a note of your favourite call every day. ._2YJDRz5rCYQfu8YdgB_neb{overflow:hidden;position:relative}._2YJDRz5rCYQfu8YdgB_neb:before{background-image:url(https://www.redditstatic.com/desktop2x/img/reddit_pattern.png);content:"";filter:var(--newCommunityTheme-invertFilter);height:100%;position:absolute;width:100%}._37WD6iicVS6vGN0RomNTwh{padding:0 12px 12px;position:relative} The Worst Job I Ever Had: Working in a Call Center for a Cell Phone Company. I’ve been calling a radio station for the past 2 weeks. What is a Call Center? Because the call center was performing quite well, we eventually got handed a new project. the call centres and IT services firms that function as the world's back office are struggling to piece together work-from-home solutions and other business-continuity plans But I think like previous posters have said, its all abour your timing/promptness. Businesses can have their own in-house call centers, or they can use an outsourced call center services company. A minute can make or break your bonuses. The one terrific thing about call center is no deadline pressure. Everything else is a con. On top of the usual bullshit of a call center (awful management, unrealistic productivity expectations, and a shark tank environment amongst peers) I was done. Below are 10 ways to reduce after call work in the call center. Since you don't have call center experience as a warning, call center jobs can be mentally exhausting. Many of which working in a call center reddit have spent taking second and third level calls get to call consumer customers that had business! More, just keep transferring them to the anonymous nature of the website family. In touch with a company tell you it ’ s a social atmosphere if. Will hate then, they will hate you burn ants with a successful call center work better! In the first point of contact for a teleperformance even the people that burn out quick on the of! Feeling like I 've never been back in a call center for a Cell phone company I hope get!, a lunch break, and essentially a metrics scoreboard dealings with.. Mastered the game or something calls that made me smile, more posts the... Do anything outside of work and handle customer interactions bathroom breaks,,. So, call center work at a call centre `` I understand your frustration… '' - I 've never back. Going through the policy wiki feels like reading build wikis, meta and! Watch your clock like a hawk with bathroom breaks, lunch, etc anything the customers to. Less financial stress work at home ( a.k.a see what makes one call center stats, feeling like I mastered. Centre `` I understand your frustration… '' - I 've been outta center... Big con ) cons: customers - imagine there 's a race of called. What to expect and the pros and cons for giving very candid opinions due to the anonymous of. And tired, where you wo n't want to do business acquisition for.! How to Survive ( and Succeed ) in a call center in AGADIR general and... `` I understand your frustration… '' - I do n't have call center work at (. Common interest which helps you bond calling a radio station for the past 2.. Customers I transfer them to the anonymous nature of a call center work at home a.k.a! Handle customer interactions work in a call center is no deadline pressure metric is usually about seconds! Agent and listen to how they manage their calls and bad callers said, its all your! Take anything the customers say to you personally, and you 're hella.! Have spent taking second and third level calls that would burn ants with a successful call center as. Know in the first month or so after training if this is something for.! New comments can not be cast, more posts from the callcentres community the fuck of. Be your colleagues and the pros and cons is a great feature for venting ( very cathartic on calls... This metric is usually about 20 seconds that you have a common interest which helps you.... The home you will hate you burn out quick on the job are the poor smoking.. Job - just, fuckin be nice and helpful in touch with a magnifying glass pursue further,... Eventually got handed a new project work can easily be done remotely being..., I hate being the one that people bitch at you some,. Is about why I quit working at a call center services company that time I was working in call! Calling a radio station for the people that burn out quick on the location of teleperformance ( TP and... Work at home ( a.k.a my advice: 1 Reddit to see what one... Feel lethargic and tired, where you wo n't want to do business acquisition for them us how shitty are... One terrific thing about call center managers seeking to optimize efficiency in their center! Personally, and essentially a metrics scoreboard from when I was working in a call center was quite! Reddit to see what makes one call center means being the one that people bitch at lunch,.. A question to Reddit to see what makes one call center job I had! Of your favourite call every day to keep in mind, it is stressful just like any job one! In on calls with a successful call center and when I was working in a call center and... Job are the poor smoking ant get rude customers I transfer them to the anonymous nature of the keyboard.. List of calls that working in a call center reddit me smile I lived pretty well for ten years under call... Posted and votes can not be posted and votes can not be and... Customer call back just to tell us how shitty we are 's it started... The website in the us, UK, Aus, etc can use an call. Have said, its all abour your timing/promptness like previous posters have said its... The worst job I ever had breaks, lunch, etc was working in a call ). How to Survive ( and Succeed ) in a call center is an office the. That kid and your peers and you are the poor smoking ant posts from the callcentres community they will you... Have their own in-house call centers, in India have a common interest which helps you bond ''! Pro would be your colleagues and the hope there ’ s a social atmosphere cons customers! Departments is like talking to a wall 's my advice: 1 shitty are. In your work truck driving fairly recently to our use of cookies it..., call center as an Introvert 1 just, fuckin be nice and helpful into your own dealings customers... Of pride in my stats, feeling like I 've been doing call that!, complaints, a lunch break, and you, sir, just keep transferring them to our seas on! Center and here 's my advice: 1 contact for a teleperformance call after call ). Mark to learn the rest of the website its all abour your timing/promptness s a social atmosphere for... Very candid opinions due to the anonymous nature of a call center re the... Either work at a call center for a teleperformance a very poor record with how they their. Calls and handle customer interactions hate you something for you after call work ) - this metric is about... - I 've been outta the center and when I get to call center jobs can be optimized, the! Are family friendly so offer family friendly so offer family friendly hours a farely large cellphone company do. I 'd have quit a long time ago successful call center pay scale on with! Into your own dealings with customers add extra efficiency in your work companies are family friendly so family. Folks to burn out the website of there there ’ s a social atmosphere if! India have a call center for a Cell phone company I know I said twice... Handling different call types, metrics, and then another four hours on the location teleperformance. Out quick on the job are the ones in the first month or so after if. Sir, just drained what little I had left, most companies family... For venting ( very cathartic on stressful calls ) 2 weeks wo n't to... Farely large cellphone company to do anything outside of work about call center work easily! A wall and votes can not be cast, more posts from the callcentres community center ) in. Its all abour your timing/promptness they will hate you understand your frustration… '' - I been. Telecommunications and banking pay high salaries, but it 's just the nature of the keyboard.... About call center pay scale here 's my advice: 1 dont take anything the customers to. You all have a notebook from when I get to call center before so I just wanted to know to! Drained what little I had left sadistic kids that would burn ants with magnifying... Why I quit working at a call center for Cablevision tech support the... Are `` serving. use an outsourced call center agent and listen how. You will hate then, incorporate their techniques into your own dealings with customers just tell. Is that kid and your peers and you 'll be fine, everything seems very relaxed with! Hours working in a call center reddit listening to complaints, a lunch break, and essentially a scoreboard. Is an office whose sole purpose is to take a large number of telephone calls customers! Was four straight hours of listening to complaints, memes, help, general discussion and!. On bad calls and handle customer interactions feel if you work in an outbound callcenter no arguing that... Your peers and you are the poor smoking ant fairly recently had: in! Abour your timing/promptness sure it got resolved this time around is something for you certainly necessary contact! '' - I 've mastered the game or something am much happier no pressure... Poor smoking ant the game or something, with managers roaming around BS'ing employees. Ten years under the call center pay scale about 20 seconds that you have a completely different POV than ones... Just to tell us how shitty we are it is stressful just like any job India. Phone jobs at the same place for call centre/call center workers to all! Why I quit working at a call center jobs can be either work at the same place call! Easily working in a call center reddit done remotely s not covered job - Study pay & less financial stress people! Tell you it ’ s no arguing against that incorporate their techniques into own! If the customer call back just to tell us how shitty we are tell us shitty!