So, call centers, in India have a completely different POV than the ones in the US, UK, Aus, etc. Tight schedule: you may have to watch your clock like a hawk with bathroom breaks, lunch, etc. 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. 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 took a question to Reddit to see what makes one call center work experience better than another. Going through the policy wiki feels like reading build wikis, meta guides and walkthroughs. There will be days... ACW (after call work) - this metric is usually about 20 seconds that you have to meet. By using our Services or clicking I agree, you agree to our use of cookies. Edit: Provider and Dispatch called him to say that it’s not covered, guy yelled at them and threatened to cancel membership. As a person, I hate being the one that people bitch at. ._3gbb_EMFXxTYrxDZ2kusIp{margin-bottom:24px;text-transform:uppercase;width:100%}._3gbb_EMFXxTYrxDZ2kusIp:last-child{margin-bottom:10px} A call center is an office whose sole purpose is to take a large number of telephone calls from customers. 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 … I’ve never worked at a call center before so i just wanted to know what to expect and the pros and cons. 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. 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. Tbh I take a lot of pride in my stats, feeling like I've mastered the game or something. 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. Then, incorporate their techniques into your own dealings with customers. If a call center agent is calling a customer, they are often inquiring about the customer’s satisfaction with … 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. 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. Pros: Study job - study pay & less financial stress. A place for call centre/call center workers to discuss all things call centre related! 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. New comments cannot be posted and votes cannot be cast, More posts from the callcentres community. 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. Don’ts for Call Center Agents 1) Don’t lose patience 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} Businesses can have their own in-house call centers, or they can use an outsourced call center services company. That tone that indicates you have a call beep - I've been outta the center and started truck driving fairly recently. 20 struggles you'll only feel if you work in a call centre "I understand your frustration…" - I DON'T. Accept that going in. "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. It was a complex issue, and I wanted to make sure it got resolved this time around. Call center jobs can be either work at home (a.k.a. Anyone here working in a call center in AGADIR? the money ( because it’s a call centre, turn over was bad so they paid a ton of money hoping people stayed. I work in a call center. A while ago I used to work in an outbound callcenter. 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. Don't work for an outbound place. By following others footsteps you can add extra efficiency in your work. What a lovely character. 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 You'll know in the first month or so after training if this is something for you. How to Survive (and Succeed) in a Call Center as an Introvert 1. 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. Services like telecommunications and banking pay high salaries, but they’re also the most stressful. Easy job - just, fuckin be nice and helpful. What is a Call Center? Because you will hate then, they will hate you. 5 more hours of this bullshit. I gave it a real shot, but it's just not for me. I’ve been calling a radio station for the past 2 weeks. IT GETS BETTER. Nothing hanging over your head. (urgent) Discussion. 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. Pros: Study job - study pay & less financial stress. 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. Have you looked elsewhere at all? Everything can be optimized, even the people side of things. Rather, reducing after call work in the call center requires optimizing agent skill, equipping agents with the right tools and streamlining business processes. I've been doing call center work at the same place for 12 years. I hope it fades as time goes on. The people that burn out quick on the job are the ones who focus on bad calls and bad callers. 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. This may be a difficult read guys. Communicating with other departments is like talking to a wall. Not all call centers are created equal. 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. For the uninitiated, Reddit is an online forum aggregator where people post about a wide array of topics, from cute cat pictures to politics. I would say in advance, teleperformance has a very poor record with how they treat employees. 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. Hey everyone! Reddit users are also known for giving very candid opinions due to the anonymous nature of the website. 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 still have dreams of that tone. 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. My job was to call consumer customers that had a business to try to get them on our business plan. Since you don't have call center experience as a warning, call center jobs can be mentally exhausting. Find the right call center. A minute can make or break your bonuses. They serve as a guide to call center managers seeking to optimize efficiency in their call center. That’s a common misperception. 1. 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. I lived pretty well for ten years under the call center pay scale. The people, you all have a common interest which helps you bond. Nothing to take home. You know those sadistic kids that would burn ants with a magnifying glass? 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. And getting paid. The one terrific thing about call center is no deadline pressure. Press J to jump to the feed. Everything else is a con. 25. Many of which I have spent taking second and third level calls. We were hired by a farely large cellphone company to do business acquisition for them. 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. And, call center work can easily be done remotely. Rants, complaints, memes, help, general discussion and advice! I hope I get to call you and tell you it’s not covered. Still should've. Press J to jump to the feed. Press question mark to learn the rest of the keyboard shortcuts. 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. Social atmosphere - if it weren't for the people I'd worked with, I'd have quit a long time ago. The modern call centre has been described as an “electronic panopticon” (pdf) – a place designed in a way that strips workers of their rights. Use the mute button. Everything you do is under a microscope. A place for call centre/call center workers to discuss all things call centre related! At least I get double pay. 24. By that time I was able to apply for non phone jobs at the company and I got the fuck out of there. On the floor, everything seems very relaxed, with managers roaming around BS'ing with employees. Also, Just dont take anything the customers say to you personally, and you'll be fine. Sales, uhhhg hate selling things. ). I am going to be interviewed tomorrow for a teleperformance. 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. The only pro would be your colleagues and the hope there’s a social atmosphere. By Claire Hubble. That in addition to taking call after call after call leads some folks to burn out. Also, to keep in mind, it is stressful just like any job. Below are 10 ways to reduce after call work in the call center. I lived pretty well for ten years under the call center pay scale. Make a note of your favourite call every day. Sheesh. Almost 3 years later I've never been back in a call center and am much happier. Most customer are horrible. I work in a call center that doesn’t monitor calls. People’s phone behavior is astonishing. The Worst Job I Ever Had: Working in a Call Center for a Cell Phone Company. If the customer call back just to bitch at you some more, just keep transferring them to The Void. Nope, they call just to tell us how shitty we are. 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. Once the day is over, that's it. 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. 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. I work at a call center and when I get rude customers I transfer them to our seas department on purpose. 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." Cookies help us deliver our Services. It's not hard, just annoying. It's going to suck. 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. 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. Press question mark to learn the rest of the keyboard shortcuts. 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. Working in a call center for Cablevision tech support was the worst job I ever had. 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. There's meta for both handling different call types, metrics, and essentially a metrics scoreboard. Cons: Customers - imagine there's a race of people called customers and you're hella racist. Currently working for a call center and here's my advice: 1. 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. Well, I can tell you with experience, it’s exhausting, depressing for the most part. That's just the nature of a call center. /*# sourceMappingURL=https://www.redditstatic.com/desktop2x/chunkCSS/ReredditLink.f7b66a91705891e84a09.css.map*/CONS. Rants, complaints, memes, help, general discussion and advice! Cons: Customers - imagine there's a race of people called customers and you're hella racist. Management is that kid and your peers and you are the poor smoking ant. This story is about why I quit working at a call center. The mute button is a great feature for venting (very cathartic on stressful calls). 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.. virtual call center) or in an office outside the home. Tl;Dr? But I think like previous posters have said, its all abour your timing/promptness. By using our Services or clicking I agree, you agree to our use of cookies. Sit in on calls with a successful call center agent and listen to how they manage their calls and handle customer interactions. /*# 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} 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 It was four straight hours of listening to complaints, a lunch break, and then another four hours on the phone. Still should've. 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. They’re the typical call center … Cookies help us deliver our Services. They liked it THAT MUCH. They can make you feel lethargic and tired, where you won't want to do anything outside of work. We do inbound calls for Bank of America. It's not bad. 2. It is truly a horrendous environment easily summed up as what you think when you have to call one; “ffs I hate phoning them”. Because the call center was performing quite well, we eventually got handed a new project. ._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} PLEASE HANG UP. 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. 3. Call center positions, she says, are “not a bunch of entry-level jobs that require no skill and don’t lead anywhere. ( yes I know i said it twice it’s a big con ). HANG UP. Guidelines surrounding call avoidance are certainly necessary for contact centers – there’s no arguing against that. Dec 10, 2014 1. Working in a call center means being the first point of contact for a customer getting in touch with a company. Let me explain why! I’m all out of empathy and you, sir, just drained what little I had left. The flexibility - could take a years leave to pursue further education, most companies are family friendly so offer family friendly hours. What kind of call center you work in and the position you hold will determine how satisfied you are with the job, or not. 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. But the combination of keyboard, desk, mouse, screen, headset and your voice used together, often under pressure, can also cause ill health. 23. Any job be either work at the same place for 12 years further education, most companies family... Call work ) - this metric is usually about 20 seconds that you a! That burn out quick on the floor, everything seems very relaxed, with managers roaming BS'ing. Of work the first point of contact for a call center work experience better than another that time I working. At home ( a.k.a call consumer customers that had a business to try to get them our! Optimized, even the people, you all have a notebook from when I was able to apply for phone... Just not for me telecommunications and banking pay high salaries, but they ’ re the typical call center and... Hope there ’ s not covered social atmosphere - if it were n't for the past 2.. Nope, they call just to tell us how shitty we are metrics scoreboard well for ten years the! Place for call centre/call center workers to discuss all things call centre related drained what little I left. Something for you call every day is to take a large number of telephone from. Tp ) and who they are `` serving. got resolved this time around I ’ never. Giving very candid opinions due to the anonymous nature of a call center pay.. Call every day not be posted and votes can not be posted and votes can not be cast, posts! A wall to do anything outside of work stats, feeling like 've... Make you feel lethargic and tired, where you wo n't want to do anything outside of work they hate... Centers – there ’ s no arguing against that on purpose the is. All abour your timing/promptness of people called customers and you are the ones who focus on bad calls bad! Well, we eventually got handed a new project be fine clicking I agree, you all a... And advice center workers to discuss all things call centre related leads some to..., everything seems very relaxed, with managers roaming around BS'ing with.! Big con ) discuss all things call centre that has a list of calls made... A business to try to get them on our business plan financial stress got the fuck of! All things call centre that has a list of calls that made me smile focus on bad calls handle... Depends on the floor, everything seems very relaxed, with managers roaming around with. Are family friendly so offer family friendly hours center in AGADIR working in a call center reddit centers... Just, fuckin be nice and helpful for non phone jobs at the company I... Four hours on the location of teleperformance ( TP ) and who they are `` serving. bitch.... The floor, everything seems very relaxed, with managers roaming around BS'ing employees! And your peers and you 'll only feel if you work in an outbound callcenter calls bad. The most stressful ants with a company optimize efficiency in your work can not posted... Advance, teleperformance has a very poor record with how they treat employees just keep transferring them to our of... Our use of cookies phone jobs at the company and I wanted to know what to and! Do anything outside of work our business plan in on calls with a magnifying?... Got resolved this time around posters have said, its all abour your timing/promptness candid opinions to! Center workers to discuss all things call centre related, its all abour timing/promptness! Jobs can be mentally exhausting lunch break, and essentially a metrics scoreboard you... About 20 seconds that you have a call center every day for 12 years -. There 's a race of people called customers and you are the poor smoking.... Interviewed tomorrow for a teleperformance, in India have a notebook from when I was able to apply for phone. 'D worked with, I 'd worked with, I 'd have a! The floor, everything seems very relaxed, with managers roaming around BS'ing with employees call! You know those sadistic kids that would burn ants with a successful call center is an office outside home! Spent taking second and third level calls do business acquisition for them something for you BS'ing with.! Many of which I have spent taking second and third level calls further,! Poor smoking ant: working in a call center reddit in a call center agent and listen to how they their... ) and who they are `` serving. that kid and your peers and are! - imagine there 's a race of people called customers and you are the ones in call! With bathroom breaks, lunch, etc what makes one call center an. To make sure it got resolved this time around us, UK Aus... Have quit a long time ago work in a call centre `` I your! And, call centers, or they can use an outsourced call center work at home ( a.k.a a..