So after applying for many jobs i finally landed the one I really wanted and its been a long process.

My medical, background and police checks came back clear this morning.

So tomorow morning I am calling my boss and handing in my two week notice..

I CANNOT WAIT.....

This place has been the worst for my mental health.

Got a call from someone who is required by their employer to provide a verbal authorization code when calling in. So, their employer requires this, not mine.

I ask for the code and the caller says "I'm not ready yet, I'm driving". Well, I guess maybe call when you park? I mean, what were you expecting?

Anyhoo, that's my rant for the day.

Its ridiculous that we're required to say this script even after the person already had said "thats was everything for today thank you". Yes I was docked for this

I dont get how customers will talk to a stranger like they are better than you as if you possibly dont stay up the street!???

“Well you should be able to control yourself and not pop up at the persons address”

Well sadly thats the whole point you literally dont know how fkd up a person can be and they have all your personal info enough to track you down or even commit frauď and you cuss them out over a simple question then ask for help in the same sentence LMAOO. As if your justified to curse them but they aren’t justified to react? Im pretty sure we all seen that story of the lady who did it and followed him to his job made him apologize lmao.

This is why i personally thread lightly with strangers, road rage situations and altercations. I have family thats diagnosed and God they are very unpredictable. So thats how i go perceive strangers…they are unpredictable.

Any who id NEVER pop up on a customer but i just find it amusing that i got completely scalded and cussed out by a lady that stays 2 streets over, then again after her by a lady one hour away. Customers please leave reps alone its never that serious trust me.

commonwealth bank in australia cut 45 roles for a voice bot last year and offered them back weeks later. their union said calls went up and team leaders ended up on the phones. did a bot rollout at your place make calls go down or up?

I finally got out. I've been looking for a new job since April and I finally escaped my medical scheduling position 🥳🥳 No more impossible metrics, embarrassingly high employee turnover, unsustainable workload, or incompetent and absent management. I am going back to working in person in patient registration, and I am never looking back. This job has taken my sleep, my health, and my peace. No more. This job isn't going to take anything else from me. 💕 You all that do call center jobs for years are super-human, I have so much respect for you.

We get random calls from people saying scammers have called them offering loans, which definitely isnt us, we dont call people to offer loans

I just had one this morning claiming to be from the company I work for, of course i told him to commit seppuku

Ano po ba ang marerecommend niyo na BPO companies na hindi nagpapataas ng stress level? I have almost 2 years of experience in telco account.

It is hellish. Tiniis ko lang po.

Ano po ba yung newbie friendly at manageable yung stress?
Huhu

So.. call comes in.

Line's one I can help with, security not needed as it's a guide around our app's features rather than anything specific.

Caller is 75, learning it for the first time, I don't have a problem with this. They're nice, wicked sense of humor and happy to help.

Get about 25min in. It's mentioned they need help with a security reset for their telephone banking.

Yep, can help with that too.

Another 10 minutes later and I hear the account number.

Same bank, different department should be dealing with that type.

45min. Dammit.

However I got called amazing and I hope I have that outlook on life at their age.

Shame about how long I spent on the phone though. 🤣🤣🤣

How're your days? 😃

So I've been working in the Callcentre for a few years and I noticed how more and more companies are focusing on implementing ai features for customers, like before they connect to a human representative, they can try to solve the issue with our ai.

Or our company recently implemented a new ai tool, where you can state the problem of the customer, then the ai tool looks at our company policies and puts out an answer for us to tell the customer, instead of me trying to find the company policies and reading every scenario myself.

So it's already semi AI and I firmly believe that in the next 5 years there will be almost no phone agents present, only if the customer explicitly wants a phone agent, but here lies the problem, most people won't be able to distinguish an AI agent from a real human because AI voice has come unbelievable far in the recent years.

So what do you think?

How much longer do we have?

Hey guys, hope everyone's having a better day than i am one of my floor managers called me into a meeting today and mentioned that I'm getting a verbal warning and put on a pip because of my performance, mind you out of my nesting group i was getting sales and definitely trying my hardest to just stay afloat.

I checked the PIP and it mentions "unsatisfactory performance" with my performance during the last week being at 36% , to the target 46%... that's not the worst part though i was MTO'd multiple times last week once for a whole day and another in the middle of my day.

We had training for all of sept, this week marks my 3rd week on the live call floor.

Are they trying to get rid of me?

Its definitely apparent to me that these companies don't hold some form of standards.

Im going through a training right now with a new company, and some of these folks in the training are definitely in the wrong field.

Like this isnt the place for them for sure.

They don't understand that just because they work from home, they cant just do anything.

This is just as much a real job than one outside your home.

And then the severe lack of computer basics.

I meam the list goes on.

Im convinced they just hire anyone.

Ugh this job is definitely one of the worst jobs ive had. Its so hard to get up in the morning, 10 excruciating hours of back to back calls. I just got off my vacation & honestly just feel like taking an extra day off. Im not ready to be back. Im going to spend my day applying elsewhere & relaxing.

My office started with 50 people which admittedly was too many. We cut the staff in half with layoffs last year and we had about 25 people. Since then, we have had exactly 1 new hire and about 8 people quit. Our department head has also 'volunteered' us to assist other departments with their calls and letters being sent out results in us having back to back calls near constantly every single day with the hope 'stats and hold times" will justify new hires to the higher ups. In my specific role that has extra responsibilities there are only 3 of us.

This job used to be good. Call volume was reasonable and only ever had a hold time around due dates. Chill bosses, good work environment.

Now we feel like we are being squeezed for all we got. Someone asked about promotions or raises happening since 2 years of our department is coming up and the answer was no to both. Someone asked if more people leave if we will replace them and the answer was 'we'll take it one call at a time and hopefully get approved to hire more people's basically meaning as long as this dept functions at some level we will not be hiring anyone.

We are all swamped. Overworked. Over stressed, and under paid. The job market is so awful this as as good as it gets for most of us. Alot of people are actively looking for jobs. We anticipate losing at least 3 more people by the end of the year. Oh and this is government so every job has to be approved. Another fun thing is even though we are contractors, we are subject to every negative aspect of government employees with none of the benefits. Like work from home limited to 2 days a week even though our job does not require us to be in office at all.

I hate it. I hate it so much. I plan on leaving as soon as my person affairs are in order.

I DID IT. I FINALLY LEFT !!!

Today is Monday. On Thursday last week, I quit my job in sales at a call centre.

Two days prior, on Tuesday, I had a probation review meeting. I was shown my performance stats, and my aux activity. My performance stats were fine, but my aux activity… not so much. I was shown that I would often go on after-call work just as my shift started or would stay in after-call work for 25 or 30 minutes quite often. This is because I have issues with my digestive tract and bladder as well. And honestly, I’d also speak to floor walkers or coaches after a call if I needed further information on the situation that happened just to have a better understanding in case I get a similar call again. When I explained this to my manager, he said I will need to go to my GP and provide documentation proving the medical matters I mentioned, because my aux activity is “excessive” and so they need proof and to see if there is a way for them to support me. My probation was extended by two months, only because I have medical issues. What I didn’t mention to my manager though, is how badly I need some time to myself to recover after nasty calls, which happen very frequently, which is also why I’d stay in after-call work for so long. But it’s fine, I thanked my manager and I went home.

Then I realised I don’t want to stay for another day, let alone five whole months in this shit job. The targets are not realistic. The customers are nasty. The coaches are nasty. The operations manager especially, is the worst; constantly intimidating everyone because he is on a power trip. We all constantly feel like we are watched, blamed and criticised at all times. We were all made to feel small and less-than.

And so, on Thursday morning, I sent in my resignation email, and I immediately felt a huge weight being lifted off my chest. I do miss my colleagues though. I now have an interview tomorrow morning for a much easier, more laid-back sales position, which will involve face-to-face. This job taught me a lot about sales and how much I actually enjoy it, but it also taught me that I won’t tolerate bullshit just because of money. There is always something better waiting, even if it takes a while to find.

Fingers crossed for a better chapter. :)

I’m looking for ways I can get back at rude customers I work in a call center and get rude people all day what are ways I can get back at them

Thats it. Thats the post. I know not all call centers are created equally but its something im good at. My customer reviews are usually 100% for the month. My manager thinks I'm amazing.

I know the customer is lying, its always "the last person said" or "they told me they would do this last week" or "I saw it online" or "you did it for my sister" or "I talked to John Callcenter!"--I just dont care and I play along. I dont fight back. I pretend to advocate while I have them on hold checking my phone, going back and pretending that I'm hard at work...only to put them on another hold, then I come back and say I spoke to my help desk and use all types of language that makes them think I'm working hard to research their lie. I dunno what a person thats obviously lying to me thinks I have them on hold researching, but they lie and I just go with it. Earlier today I had someone telling me they were charged twice, I asked for both transaction numbers they could only give me one. Ok. Customer didnt/couldnt verify two charges on mobile banking. Ok. Customer doesnt have two emails indicating two transactions. I dont show any other debits from customer other than the one they provided--but they are CONVINCED that they were charged twice. Ok. Customer only used one card. Customer claims they only attempted 1 purchase. Ok. I have no idea why someone who hasnt checked their balance would think they were charged twice. Let me look into that for you, and by look into it, I put you on hold to go take a piss, come back, let you know I'm looking into it, call over to payments, have them confirm, come back...ask a few questions I already know the answer to etc etc. The whole song and dance. Sometimes they get exhausted and just call their bank or realize they werent charged twice (because they clearly have nothing that shows such a thing) and they thank me and hang up etc. I love when its a busy day because the excessive time taken to research or contact other departments doesnt penalize me.

Customers with tech issues are my favorite. The concept of needing to recover your username to then reset your password is something that would take a normal person 2-3 minutes, but if you want to make life difficult and complain the entire time, I'm glad to sit and let you struggle for not following my directions. "I'm still here", "no no, dont click login, click recover password" ...I spent 20 minutes with a customer who didnt know how to check her junk mail because she tried to reset her password so many times that the reset link was marked as spam and she insisted that we werent sending her the email lol. Ok girl lets waste some time. I'm sitting here wrapped up in a blanket, with my other computer next to my work laptop, phone in hand, listening to you bitch about why it "shouldn't be this difficult" to reset a password...lol its not. Thanks for the break, though.

"I'm really frustrated right now"

"You better not hang up on me like the last guy did"

"I've had to call about this 3,792,459 times!"

"I'm not good with computers"

"You people -"

"Finally, someone who speaks English"

"I need to speak to a manager NOW. No, you don't need to verify me first."

___________________________________

Any others I'm missing?

Went to the gym and then went out to eat. Didnt feel any better. today was so awful and i have nothing left to give. I just wanted to avoid parents tbh bcs I dont have energy left to speak. on the drive home, i felt like i was gonna cry just having to tell my parents goodnight because im so exhausted from talking to people.

Id call out, but pto is never approved ever, especially if not in advance. Already got a strike for calling out when i was sick a month ago.

Today was just hell. I cant physically relax. I cant do anything i enjoy bcs i just think abt clocking in the next day. Sunday scaries got me bad last night too the whole day until i drunk myself to sleep.

Its not typical, just today was uniquely awful. tuesday volume is as bad as monday sometimes, so im afraid tomorrow will be just as bad. I prob fucked my acw and adherence too bcs the last few minutes of my shift, i dragged it out to avoid staying over.

I struggle to enjoy things now. After work, i cant do anything like i used to. I dont rlly play video games anymore, i have gotten burnt out on art. I just lay in bed and scroll or force myself to go to a game store/gym. i cant watch tv except on weekends bcs i cant relax enough to. I just feel empty and so drained.

So I recently handed in my resignation via email as I found a new job, was called into a meeting within the hour. Told that a QA had just come in stating that i used profanity on a call with a customer and that instead of 2 weeks resignation my employment will cease immediately with 1 weeks pay.

I'm fine with the exit, not quite on my terms and it was all very sudden but a weeks pay for nothing is hard to argue with. I didn't really push back on the profanity QA or view the evidence of it. I would never swear at a caller but i may have uttered some profanity unconsciously at system issues.

Typically QA results are automatically emailed with the agent CC'd in and i never saw that.

Is this a common tactic employed by call centres to move people on without fuss?

I wasn't a stellar employee, had a lot of absense due to illness but mostly had positive qa results and good interactions with callers.

This has just thrown my own sense of professionalism into doubt and I'm concerned I may slip in the next job.

As the title states, your an ADULT which means your well aware your being difficult on the call you think apologizing at the end makes it better it doesn’t your very childish and selfish.

In no world should ANYONE expect someone to help them when they are being rude, or snarky before the call even starts…like why? Are you assuming your issue cant be fixed? and sometimes they do because they will say “omg thanks for helping i didn’t know what to do i was nervous this wouldn’t work” soooo instead of being calm and listening to me to work a solution you rather be rude throughout the call before your issues is fixed. Yea GROW tf up. Reason number 1000000 why i NEVER accept customers apologies!

I was raised to respect people simple no one has to put up with your BS…”im sorry i just have alot on my plate right now dealing with so much in my life” STFUUUUUUUUU pleaseeee. That sorry ass apology doesn’t change the fact your an immature ignorant ass individual…news flash we ALL go through shit.

Adherence for me.

I have to use the bathroom in the mornings due to medicine. I am trying to apply for ADA but they are infamously slow and difficult. I meet the metrics usually on that but I do occasionally have days where I am just under. a doctors note isnt enough, i attempted tht.

ACW is another. I typically meet it but i was 5 seconds over a few weeks ago bcs i used it to run to the bathroom to save my adherence score.

Atp i just put callers on hold to "take a look at their case"

I meet the metrics and apparently im doing well. Genesys has my average score as higher than average, so I am starting to think most people dont meet metrics and get coached a lot more.

Typically i just get coached when i mess up and then throw corporate jargon word salad nothing at them until my supervisor is tricked into thinking im competent and it works so i figure others are doing the same

Today has been crazy already. back to back is typical, esp Mondays, but there are way more ppl waiting and THE CALLS ARE ALL DIFFICULT

Supervisor got on me for not leaving a detailed enough call note with me profusely apologizing while trying to communicate with a caller whose first language wasnt english. My call note wasnt detailed bcs i was rushing to get my acw metrics down.

Assist line is so packed it took ages to get ahold of them.

Caller was told wrong information which opened a can of worms. They were absolutely pissed, supervisor avoided taking the call as always. I had to pass them around until eventually finding someone bcs they were pissed and just wanted to get someone higher up. This was a long as fuck call too and mostly was me trying to get ahold of ppl who werent there

someone claimed a case from a year ago was current and I had to explain it wasnt and i have no idea where the confusion was or what happened there but I just know shes gonna call back and its gonna be a pain

I have brain fog

no one is available actually. Always on break or lunch or smthn. The people that are are call avoiders who will do anything but take the damn call.

Every single caller im getting is one of those where you look at their case and go "what chain of events even led to this happening???"

Its not exactly the worst day ive had i dont think, but jesus christ. i hope the volume goes down. It prob wont.

Edit: slowed slightly thank fuck. Ruining acw bcs i cant today. I cant stop trembling

If i have to explain to this one person (called again) one more time that yes, we do require a psychiatrist for depression, even if she's "not crazy or anything"