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I am almost a year in at this call center job. Excellent company, crappy job. High volume of calls which stress me out. On top of that, the company has a slogan and advertising campaign which is really unrealistic and impossible ("we can help you today!" but really we're scheduling out months in some cases), but yet we have to answer the phone like that and know darn well that is NOT the case. I figured out that I can "ignore" calls and sometimes getting calls back to back to back, I just need a breather! I know that's not the right thing and I know eventually management will see that my "missed calls" stats are creeping up, so I'd rather not do it. I know call center jobs suck and its just a foot in the door, but how can I deal with getting pounded with call after call on top of callers that say "wait, it says on your tv ad/radio etc that I can get help today, but I need to wait 2 months to see XYZ person"-- (the small print on this is we CAN help you today, but you have to be willing to travel to ANY of our 28 locations, so you might be driving over an hour vs the location down the street from you).
The pressure needs to be felt further up the chain. You can only execute company policy so if/when customers complain, offer to "escalate" or xfer to your immediate supervisor/manager. Once they have to deal with unhappy customers, policies will change.
Yah it really is hard to deal with high volume day in and out. Then it gets repetitive with certain complaints that are made.
When I worked in a busy call center last year and got comfortable with the job I just wound up coloring in a coloring book half the time on the phone while dealing with a customer. It can be a bit of a stress reliever, and the customers will have a much harder time getting on your nerves hopefully.
Dandyrod, I would much take a coloring book over weed, that is a good idea. Its a very simple job, but all the other factors get me down and make me crazy.
The pressure needs to be felt further up the chain. You can only execute company policy so if/when customers complain, offer to "escalate" or xfer to your immediate supervisor/manager. Once they have to deal with unhappy customers, policies will change.
Obviously you've never worked in a call center. You don't have that option, to transfer to a supervisor. If you do, and transfer too often, you get fired, simple as that.
Obviously you've never worked in a call center. You don't have that option, to transfer to a supervisor. If you do, and transfer too often, you get fired, simple as that.
Really? What happens if the customer requests a xfer to a supervisor?Do you hang up on them?
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