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Old 03-06-2012, 11:25 PM   #1 (permalink)
 
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Default The Call Center job from hell. I need to rant.

I gotta say I ****ing hate it. People can be some rude *****es over the phone. One man called in cuz his Internet was out and as I was trying to help him he started berating me and telling me I was too laid back. He demanded to know my full name and kept telling me to stop being so laid back and kept prodding at me like he owned me or some ****. By the time he demanded that I give him my extension number I just hung up on him. Only time I ever hung up.
Then there was this poor soul of a man who called in, trying to get a Sports Pass on his cable and it wasn't working (cuz the company I work for has **** hardware/software, admittedly). I could hear a baby being noisy in the background and then his ***** of a wife started verbally abusing him and saying she wanted to go somewhere and to get off the phone. Then she suddenly snatched the phone from him and screamed at me "WHY IS IT TAKING ****ING 30 MINUTES TO GET A ****ING SPORTS PASS???" I ignored her and her poor husband took the phone back after telling her I was trying to help him. He then told me to never get married. If only he knew I don't have much choice.

Then there are all the people calling *****ing about their bills, and half the time I wanna ***** along with them because the company's bills seem purposely difficult to understand at times.
One lady called in complaining that her phone service wasn't working. I looked at her account and saw that she was over $800 past due. I mentioned this and she gets smart with me saying "stop right there, sweetie" like I'm ****ing 5 and goes on to tell me that she has been past due for ages and should still have phone, regardless. I transferred her right on over to another department.
Then there are all the jobless women who call in all day long threatening to disconnect services with our company unless we give them something. And the hicks who call in complaining about Obama and saying some **** about how "******s are ruining society". And then there are the people calling in claiming they have no idea how "I Sold My Hole 2" got on their bill. And the poor old people who call in who have no clue how to operate the **** some jerk I work next to sold them so they could earn more commission. The management where I work pushes us to try to sell to EVERY customer who calls in although we are customer service reps and we already have a sales department. People call into our department with problems with our services and yet we are expected to try to sell them more services when they are already frustrated or pissed.

Every call is monitored (they can listen to calls from 4 years ago). Some are played for training classes, or meetings. If you miss a particular set of criteria on a call you can "fail" it when it's monitored. And that can mean trouble for you. Supervisors can monitor your calls all shift, and mine even put some of the people on my team on speaker phone during their calls so everyone could hear.
You have to make notes and disposition EVERY call which takes forever (not nearly as long as entering an order, but that's a whole other massively complicated issue), but we only have seconds to do it because if we hit the aftercall button which blocks out the phoneline for too long a supervisor or someone higher up will instant message us about it. I sit on that phone everyday wishing I were dead and hating people a little more everyday, while other reps speak so loudly I can barely hear the customers on the phone and people ring bells and clap, signifying a sale has been made to some poor sucker who is about to experience a lot of problems with whatever he or she bought. SMGDH.
The attendance policy is very, very strict and a couple little slip ups like not hitting the auto in button to take calls right on time can result in occurrences which lead to such disciplinary actions as them forcing you sign a form that basically says because you were late they can take away all of the extra money you made based on your performance on calls and give it to my supervisor. That already happened to me. Over a hundred bucks gone. That day I went home and then received a call that someone had tried to steal money out of my bank account. They didn't manage it, but my debit card was frozen. So that night after having a clash with my dad and him telling me to leave the house I had no way of checking into a hotel as planned because my card was now useless. So I determined to sleep in my car behind the building where I used to work. Woke up at 1 AM and decided to go elsewhere and accidentally crashed into a pole, obliterating the front left side of my car that I worked so hard to get only a couple of weeks earlier. Car is now sitting in the yard with no front left tire, and Nationwide insurance is still "investigating" the claim weeks later. $4,000 worth of damage thanks in large part to the cheap fiberglass cars are made of now. I had to meet with a claims investigator and show him where the accident happened and then had to sit with him in his car as he asked me questions about that **** night and recorded the conversation. A week later I still haven't heard a word back.
I am fortunate my dad lets me use his truck to drive to the call center from hell. It's a bumpy ride, and a horror in high winds, and the gas gauge doesn't work, but it gets me there.

I am actively searching for another job as are several of the other people who were in my training class. But frankly I just keep sitting at my desk with my headset on, staring out the window, thinking of checking into a hotel one night and never checking out. Alive, anyway.
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Old 03-06-2012, 11:32 PM   #2 (permalink)
 
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And the hicks who call in complaining about Obama and saying some **** about how "******s are ruining society".
Does this actually happen?

Also, I used to think that people who had jobs were just lucky to have them and shouldn't ***** because at least they were getting a paycheck, but that sounds like an absolute nightmare. My stomach knotted with anxiety just reading it

I hope you find something else SOON.
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Old 03-06-2012, 11:37 PM   #3 (permalink)
 
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Does this actually happen?

Also, I used to think that people who had jobs were just lucky to have them and shouldn't ***** because at least they were getting a paycheck, but that sounds like an absolute nightmare. My stomach knotted with anxiety just reading it

I hope you find something else SOON.
Oh yes. A man called in constantly using the n-word and complaining about blacks, obviously unaware that I am black myself. I've tried so hard with this job. But it is poisoning me. I have gotten a hold on my anxiety somewhat, but now the depression is dragging me down into the depths. My two days off each week are Tuesday and Wednesday, meaning I miss things like the little family get together that happened this past weekend for my sister and nephew's birthday. My mother called me from work the other day after she and my dad realized that they had never taken me out for my birthday like they did for everyone else in the family. My birthday was in November. I just don't even care any more.
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Old 03-06-2012, 11:46 PM   #4 (permalink)
 
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Oh yes. A man called in constantly using the n-word and complaining about blacks, obviously unaware that I am black myself. I've tried so hard with this job. But it is poisoning me. I have gotten a hold on my anxiety somewhat, but now the depression is dragging me down into the depths. My two days off each week are Tuesday and Wednesday, meaning I miss things like the little family get together that happened this past weekend for my sister and nephew's birthday. My mother called me from work the other day after she and my dad realized that they had never taken me out for my birthday like they did for everyone else in the family. My birthday was in November. I just don't even care any more.
Oh wow, what a dip**** . I have no idea how people can deal with abuse like that day after day and not snap. That **** is crazy... no wonder those jobs have such high turnover.

Damn, that's messed up. Can you ask for a different schedule or something in the meantime?
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Old 03-07-2012, 12:01 AM   #5 (permalink)
 
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Oh wow, what a dip**** . I have no idea how people can deal with abuse like that day after day and not snap. That **** is crazy... no wonder those jobs have such high turnover.

Damn, that's messed up. Can you ask for a different schedule or something in the meantime?
Schedule wouldn't change matters. Actually, in my two weeks of training on the phone I had a different schedule. 8AM-5PM. The call center is located in an area with a ton of traffic, which slaughtered me on attendance. Now I work from 1pm-10pm. The traffic is no longer an issue, but so many other things are. 9 hours of hell, no matter the shift. And I still feel lucky. I got a very cheery, nice supervisor and a small, tight-knit team. But my supervisor is already cracking down on me for sales, and the team is getting even smaller by the day it seems, as people flee from the place. My team alone lost 4 people in January, before I even joined. Since I joined a few weeks ago one girl has left and another is on the way out. I consider just quitting most days.
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Old 03-07-2012, 12:02 AM   #6 (permalink)
 
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its the most horrible..i ahd worked for 1 year 5 months..everyday gor insulted on phone..really pathetic job
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Old 03-07-2012, 12:02 AM   #7 (permalink)
 
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Default ah, you work for sprint

Yeah I hate my sprint account. I should have stuck with Verizon. Long story why i did not. I worked for a few call centers, luckily they were nice to work for, although hard becuase dealing with the public is always going to be challenging!
Hang in there! You have a job, and you are looking for another.
I'm sorry things have gotten so rough for you.
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Old 03-07-2012, 12:09 AM   #8 (permalink)
 
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Schedule wouldn't change matters. Actually, in my two weeks of training on the phone I had a different schedule. 8AM-5PM. The call center is located in an area with a ton of traffic, which slaughtered me on attendance. Now I work from 1pm-10pm. The traffic is no longer an issue, but so many other things are. 9 hours of hell, no matter the shift. And I still feel lucky. I got a very cheery, nice supervisor and a small, tight-knit team. But my supervisor is already cracking down on me for sales, and the team is getting even smaller by the day it seems, as people flee from the place. My team alone lost 4 people in January, before I even joined. Since I joined a few weeks ago one girl has left and another is on the way out. I consider just quitting most days.
Ah okay. I meant more for the days off so you wouldn't have to miss family things on weekends.

That really sounds awful still, though. Not encouraging you to, but what's stopping you from quitting?
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Old 03-07-2012, 12:17 AM   #9 (permalink)
 
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Ah okay. I meant more for the days off so you wouldn't have to miss family things on weekends.

That really sounds awful still, though. Not encouraging you to, but what's stopping you from quitting?
Oh ok, I gotcha now. Well, we can only change our schedules when we have these things called shift bids. And even then getting weekends off might prove to be a challenge. I could end up with any sort of combination. Fridays and Saturdays off, but working from 3PM-Midnight. Goodness only knows.
I know I can't quit the job because I have no other options right now. I have a car payment (despite the car being immobile now) and I have to pay car insurance (despite the insurance company being slow to act on my claim) and if the claim is rejected I will have a small fortune that I'll have to pay to get the car fixed. Also it would really disappoint and upset my dad if I quit and then the sparks will likely fly and I'll be out of the house. Then I'll get desperate and something worse than crashing my car into a pole is bound to happen.
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Old 03-07-2012, 12:40 AM   #10 (permalink)
 
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Reading your post was so depressing. Especially the part about the nagging raging wife and the husband telling you not to get married. It hits a little too close to home. Reminds me of my parents. I felt like we were bargaining chips in the middle of their arguments. They would frequently blame each other for what they were doing to us. Honestly some people should never get married and have kids. Do society a favor.
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Old 03-07-2012, 12:44 AM   #11 (permalink)
 
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Jeez, it's like the work environment is intentionally as bad as possible or something.

Yeah, I hear that. Even with all the BS, some money is better than none, I guess. Like I said beefore, I really hope you find something else soon.
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Old 03-07-2012, 01:59 AM   #12 (permalink)
 
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I know how you feel. I work at a casino as a cage cashier. Every day I listen to people complain about how much money they are down, and how they never win anything, they get mad at me like its my fault that they are losing money. The thing is, these people might be alright outside of the casino, but I get to see them when they are all angry cause they are losing money. And they always take it out on me.
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Old 03-07-2012, 03:45 AM   #13 (permalink)
 
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I remember my call center days. Sometimes its smooth sailing but when you having a bad day; you are having a bad day. Calls are coming in back to back and you are always getting the worst calls. Quality is listening and no matter how much they cuss, berate, and just explode on you, you have keep an empathetic attitude. Yup I feel ya pain, I truly do.
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Old 03-07-2012, 03:58 AM   #14 (permalink)
 
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I worked in a call centre when I was a student. Your work place sounds like the call centre from hell.
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Old 03-07-2012, 06:05 AM   #15 (permalink)
 
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Damn man I've heard horror stories about places with constantly pissed off people calling before from someone who worked as a telemarketer for a time. I can only say I give you credit with that crap I think I'd either have a breakdown or snap on the customer. Hope your able to get away from that crap soon.
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Old 03-07-2012, 01:19 PM   #16 (permalink)
 
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I know how you feel. I work at a casino as a cage cashier. Every day I listen to people complain about how much money they are down, and how they never win anything, they get mad at me like its my fault that they are losing money. The thing is, these people might be alright outside of the casino, but I get to see them when they are all angry cause they are losing money. And they always take it out on me.

That sounds awful too. I couldn't even imagine working in a casino. Too much activity. And all those fools who lose money have only themselves to blame.
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Old 03-07-2012, 02:21 PM   #17 (permalink)
 
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That sounds awful too. I couldn't even imagine working in a casino. Too much activity. And all those fools who lose money have only themselves to blame.
I worked as a waiter for a year when I was in college. Some people would absolutely freak out if the food wasn't perfect even though they didn't specify exactly how they wanted it before hand. This was a pretty decent restaurant too so it's not like it was attracting the bottom rung customers either. Everyday at that job was testing the limits of my patience. It was so difficult because my anxiety would flare up like crazy every time I had a hostile guest.
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Old 03-07-2012, 02:49 PM   #18 (permalink)
 
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I worked as a waiter for a year when I was in college. Some people would absolutely freak out if the food wasn't perfect even though they didn't specify exactly how they wanted it before hand. This was a pretty decent restaurant too so it's not like it was attracting the bottom rung customers either. Everyday at that job was testing the limits of my patience. It was so difficult because my anxiety would flare up like crazy every time I had a hostile guest.
I worked in a restaurant for four months as a teenager. Never, ever again. And I wasn't even a waiter. I bussed tables, but I saw what the waiters went through, and sometimes I went through it too. People are awful.
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Old 03-07-2012, 02:52 PM   #19 (permalink)
 
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I worked in a restaurant for four months as a teenager. Never, ever again. And I wasn't even a waiter. I bussed tables, but I saw what the waiters went through, and sometimes I went through it too. People are awful.
I would say a lot of the guests were nice. Some were inconsiderate and a few were just complete raging pricks. The hardest part is keeping up a friendly persona when you just want to leave, go home and curl in a ball. I suspect a lot of people who are in the service industry feel the same way.
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Old 03-07-2012, 05:56 PM   #20 (permalink)
 
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I feel your pain. I used to work in a call center where I'd take back-to-back customer service calls for 12 hours a day. It makes you want to choke yourself out with the freaking phone cord. My advice to you, is just to get another job. I'm serious. Some people aren't meant to deal with that kind of stuff. I know it effected me.
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