03-06-2012, 10:25 PM
Status: SAS Member
Join Date: Dec 2011
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.