Tuesday, January 1, 2013

Working in a Call Center

Yes, I work in a call center. No, I don't hate it (most of the time) But here is a list of why I don't like working in a call center vs. why I do like it. A pro and cons debate, if you will.
I work in an inbound call center (where people call me, not I call them) Monday-Thursday and on Saturdays. Don't get me wrong, I am very grateful to have a job--but sometimes work is just so ridiculous!!
  • I get to sit down and not stand up for hours and hours unlike a retail or food service position
  • In between calls, I can surf the web and go to news sites and blogs
  • Pays decently, and I get a "bonus" for upsells (like offering Full Delivery or our Ez program)
  • I get to help people understand their bills and calm them down when they are upset 
  • Job security. 
  •  I'm really close to people around me and many of them smoke. Sometimes it is really hard for me to breathe. I hate smoke.
  • I get yelled at on the phone by customers
  • I have to work weekends when my hubby is off.
  • I sound like a parrot "Thank you for calling the..." "Would you like the..."
  • The headphones give me a headache (and the voices) 
  • Some people are really stupid. (But some are really neat. Most of them are just old through...)  
  • Working takes up so much time. I'd rather be sewing. Or napping. Or both (note: don't try this)
  • I hate "stupid" rules. Like, not going back to your desk until after your lunch shift (as in, sometimes you are min or two late because you can't enter the floor until your 30 min are up) or the fact that you have to wear shoes. I'm in a cubicle. Why do I have to wear shoes? 
I think this can be summed up quite nicely by this little chart I made using stock photos:
Anyway, all I am trying to say--if you are on the phone with someone--try to be kind. We (or at least, I) really care about the people who call in and I really do want to help! But please try not to yell at me because it really makes me nervous and, seriously, are you really going to loose your cool over a newspaper? Also, I really am here to help you, and if you would just hold on a minute I'm sure I could explain that bill/charge/problem you are having and make it all go away...

What do you do for your day job? Let me know what drives you crazy! If you want to make a pro-con list, feel free to link up with me.


Nicole@Show Off Friday said...

Great post! I always try to be polite to people who call. Because I know they are real people with feelings! I've only hung up a few times when they were rude and I couldn't get it across that I just wasn't interested in what they were selling. I myself work part time in a restaurant kitchen and love it!

Rachel said...

I don't think I would like that job, because I'm really not a fan of answering my own phone! And I'm sure people can be rude/frustrated when calling with questions for the company.
And I like how one of your cons is the fact that working takes up so much time! I always feel that working eats up so much of your life that could be better spent in other activities!

Unknown said...

I have worked in a call center for years and now I'm about to embark on a totally new job next week! I don't miss the call center one bit. The structure, the rules, answering the same question over one million times, the callers, and so on. You know what I'm talking about. If given the opportunity, I would happily put the phone in the trash bin and light it on fire. But then again, I need my cell to text so I better not do that. :o) Esther Norine Designs

Nicole Marie said...

i used to work in a major call center for 2 years :-) It takes a certain type of person to do that job, thats for sure.

Joan said...

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