Every job I have ever had has been customer service in some way, whether its face to face or over the phone. By far working in a call centre for me was the worst, so I thought I would share 5 of the worst things about working in a call centre. Followed by 5 things I enjoyed about the job.
- Every minute counts
From the moment you start your shift you are logged into a computer, everything you do throughout the day is logged, from going to the bathroom and lunch. If you come back from lunch a minute late, you’ll know about it. If you have too much break time throughout the day it can then affect your targets.
You have targets that you have to meet, and if you don’t meet them you have one to ones to find out how you can improve. Such targets as to the amount of time you are in available waiting for a call or the amount of plans you set up throughout the day and many more. Also, not meeting your targets can also lead to you not passing probation, I managed to pass mine.
Don’t get me wrong it’s not everyone but some customers are so rude. I don’t think they understand there is another human being on the other end of the phone and they seem to think you work for them when in fact you are there to help. One rule was that you were never allowed to hang up on a customer no matter what, even if they were calling you everything under the sun you would have to try to resolve the issue or escalate the call to a manager.
Having to say sorry to customers who are ridiculous rude, even though you’re not sorry not even a little bit, you have to apologise for any inconvenience and basically suck it up. But I would always have a day where it was bad call after bad call and it puts you in a bad mood for the rest of the day. Some customers would be so petty that they wouldn’t want to speak to certain people if they had a certain accent which is ridiculous, but you would just have to transfer them to someone else.
My job was to talk to people all day long, to the point that I would get sick of my own voice by the end of the day. I would say the same thing over and over again throughout the day that I couldn’t remember if it was the customer on the phone or the previous customer I have asked questions too. The worst was when you get a cold and lose your voice, because you can’t physically do you job if you can’t talk to people, so you either have to suck it up or go home sick.
- Other department
Customers think you can do everything, even if you’re not trained or have access, they are never happy about being transferred and sometimes other departments just don’t want to take the call. Even if you physically can’t do what the customer wants because that department is trained to do it, they try and fob you off because they don’t want to help you. It’s so frustrating and you would either have to hang up and call the department again or ask for a manager.
Onto more of a positive note, its wasn’t all bad. So, I thought I would follow this with 5 things I loved about working in a call centre.
Within the department of about 80 people, everyone worked in teams of around 10 people. These are the people who started when you did, went through training together and worked the same shifts. The people I worked with were brilliant, there was so much banter and had a lot of fun. Everyone is doing the same job, annoyed about the same things and trying to meet the same targets. So, they understand how stressful things can be, no one understands how difficult a job is like the people you work with. Plus, I got to meet so many people from different places I wouldn’t have met before.
There was a lot of nasty customers but there was also a lot of nice ones. It was really rewarding to help someone when they are so grateful for everything you are doing and all the support you can offer them. You would get that od customer who asks for a manager to sing your praises and that’s so nice because it does go a long way for you.
- My Manager
I think I was quite lucky, my manager was brilliant. You know they always had your back with anything and you could trust them. I always had a funny relationship with my manager and we would just take the mick out of each other all day. Whereas you would see how unsupportive and strict other managers were. I had the same manager for almost the entire time I worked there and I’m glad. My team was the highest preforming in my department and I think my manager was a big part of it. He made as much of the job fun as he could, as well as pushing us to do the job to the best of our abilities.
- The Department
On my department there was so much going on all the time, there would be activities for people who have hit or exceeded their targets. Different games, darts, card games or hang man. There would be different days to dress up and buffets for different occasions. There was always food, someone’s birthday or an occasion of some kind, Cakes, Chocolate and Crisps. Despite being there for work, they did try and make it as fun and positive as they could.
- Money & Progress
The job was well paid which makes you want to stay there more, it’s the best paid job I’ve had in customer service. This was one of the good points of the job but sometimes money isn’t everything and I would rather have a lower paid job and be less stressed. There was a lot of opportunity to progress within the company and apply to different departments to increase your skills.
That was the 5 worst and best aspects of working in a call centre in my opinion.