u/Kaisencocoa28

I have been extremely tired lately as unfortunately I have had some bad news regarding the health of one of my siblings. They live really for from me so I’m back and forth. The travel is over 300 miles. And also I’m just exhausted because it’s really worrying as I live so far away. Because of this I have been maybe 10 minutes late maybe 4 times over the last 2/3 months. I have let them know each time.

So today I was called into a 1-2-1 about it. I let them know my situation.
And all I got was you need to be on time otherwise there will be more serious consequence. Just improve it.

It was really disappointing. I don’t need a sob story, but a little understanding or acknowledgement would have been nice.

No care, just you need to pick this up, smiling in my face. It really irritated me I cannot lie.

At least now I know that I’m making the right decision in leaving in Aug. Good riddance.

Abit of humanity goes a long way. And it seems to always be picked up in QA that we need to be more empathetic, yet I dealing with employees you seem to forget how to do this.

So this guy calls up, I attempt complete security, he give me a detail and I say ‘yep’ and move on to the next…

Aaaand he lost it! Starting going off about how inappropriate yep is instead of yes, how unprofessional I am, screaming down the phone.

I was so confused so I stayed silent and waited for him to finish. And when he was done, I said, ‘I’m sorry that you don’t like the way I… speak?’

He just hung up after. I was just sitting there so confused😂. First indicator to get the hell out of this job

Basically, a man called in and I’m assuming couldn’t get what he wanted so he became disgustingly rude and abusive. Demanding to speak to a manager etc. he was literally screaming down the phone at one point and cursing. Insulting the agents. I could see in the teams chat that the agent had flagged this and asked for a manager to take the call as the customer had become irate. Management were ~* busy _* so he was told to wait for a call back.

I guess he wasn’t satisfied so he just kept calling, abusing the agent who picked up. The agent would ask for a manager. All managers would say they’re
in a meeting, and the agent would hang up as the customer became to abusive.

This went on for the. Whole. Day. Almost 30 calls. Before finally management decided to call him and resolve the situation.

I was really disappointed by that. Just left out to dry by management. Showed me that they really do not give a toss. I mean come on, from the customers side I’d get upset too. You’re in a meeting for 7 hours? It was just irrelevant to you that your agents are being verbally abused. It wasn’t important enough to step in. And then the next meeting we had they came with this whole spiel about how abuse is not tolerated and we shouldn’t have to go through that.

They are right of course we shouldn’t but you decided to abandon your team! Don’t act like you care now!

I guess this is a rant, but also asking for help on how I can make this job more manageable until I leave in a few months.

Whenever I try to explain how bad this job is, I find that people generally don’t understand.

Firstly, my manager is always gaslighting me and twisting my words. I will raise an issue and they will discredit it almost immediately. As agents we are constantly compared to each other. The release a weekly score board of who has done the most tickets, highest QA, CSAT etc. It’s extremely reductive and doesn’t take into account if you’ve had long calls.

QA and management constantly contradict each other with how they want us to conduct our job. But our quality is heavily monitored so this is a big point of contention. I’ve been given fails for things that I have literally been instructed to do.

There is no protection for the agents. We get a lot of abusive customers due to being in finance. They say we should not tolerate abuse yet my bonus is based on CSAT. And the CSAT survey triggers at the end of each call, so if I hang up my CSAT will likely be affected. They want us to do ACW on the call to reduce wrap up time between calls, yet they want call duration to be low. They want your availability to be high but there is not enough wrap up time to complete all the actions so it feels impossible to please them.

I will get my metrics up but then my next 1-2-1 will be 40 mins to an hour with my boss nitpicking something else I’m underperforming on. The goalposts seem to constantly shift.

I feel like my soul has been taken. Call centres seem to want your blood.

INCOMING RANT:

Maybe it’s just the specific company I work for, but I will never work in a customer service job again in any capacity. Disgustingly rude customers, and no support from managers. Being treated like a slave, expected to take no breaks, expected to function like a robot. Expected to take verbal abuse from customers and of course we cannot say anything to defend ourselves.

You are treated as the lower class citizens by the company. Quite frankly the worst job ever for your mental health and self esteem. And paid a ridiculously low salary.

I know the job market isn’t great right now, but by all means do not pick a call center job!!