u/Wooden_Breakfast_713

When I joined, colleagues told me this manager had already been reported to HR multiple times for yelling at people for long periods, threatening to fire them, and treating them horribly.

Since then, I’ve seen new employees report her and eventually quit, yet nothing changes. She’s still the manager.

The work itself is easy and the workload is light, so the high turnover seems to be entirely because of her.

How can someone remain a manager after causing so many people to leave?

I recently started working at a contact centre. I don't mind inbound calls because customers call me when they need help, so I know they actually want to speak with me.

Outbound calls are a different story. I always feel like I'm bothering people who are busy.

English is my second language. I have an overall IELTS score of 7.5, so I know my English is at an advanced level. However, people can immediately tell that I'm not a native speaker because of my accent, and I'm working on improving it.

I've been living in an English-speaking country, and in everyday life I've rarely had problems being understood. But when I make outbound calls, some people respond with "I don't understand you" in an irritated tone. It really knocks my confidence.

The opposite happens too. If a customer has a strong accent or is elderly, I sometimes struggle to understand them. I always feel guilty asking, "Could you repeat that, please?" especially after they've just said something long.

Most people don't answer the phone or they hang up. Occasionally, though, someone is kind enough to participate in the survey.

The problem is that I have to ask more than 15 survey questions. Things like:

- What was the main reason you decided not to make a purchase?

- Was there anything that could have improved your experience?

- Are you still considering purchasing in the future?

- Have you decided to shop elsewhere?

Sometimes customers tell me, "Everything was good. I just decided not to buy."

Even after they've already answered like that, I still have to ask about different aspects of their experience, such as the product, pricing, customer service, and their overall experience because it's part of the survey script. I feel like I'm interrogating them, and I can tell some people are getting annoyed.

When I first started this job, I didn't think much about it. But after speaking to so many customers who were clearly tired of answering questions, I started feeling guilty about continuing with the survey.

Has anyone else worked in this kind of outbound survey role? Did you ever feel guilty about it? How did you deal with it?

​I work in a tiny call center—just me and one coworker, with a supervisor who doesn't check the queue.

​My coworker checks the queue, and whenever it’s their turn to take the next call, they quickly switch to "Not Available" and back to "Available" just to reset their place and push the next call to me.

​Because of this, I take almost all the calls and keep getting stuck with last-minute calls that force me to stay late while they leave on time.

​Since it's just the two of us, I'm hesitant to speak up and make things awkward, but it's getting completely unfair.

​Should I talk to them directly or go to my supervisor?

​UPDATE : ​Thank you all for the comments. I let my supervisor know about the situation. She didn't reply after reading it, but honestly, just getting it off my chest feels like a huge relief.

​We work from home, and since our call volume is pretty low compared to other call centers—with email being our main task—it doesn't seem to stand out much even though I'm handling most of the calls alone.

On top of that, my supervisor plays favorites. I'm the type who asks "why" if something doesn't make sense or seems wrong, while the other team member just accepts everything as is. Well, supervisor doesn't know that team member loves to talk trash about her. ​ I was really upset about the whole situation, but reading your comments and knowing I’m not the only one going through this made me feel a lot better.