BoredPerson Posted February 4, 2009 Posted February 4, 2009 What is your opinion on call centers ? I worked in a banking call center for a bit over three months and I was ready to jump out of the 14th floor. I quit. I became unemployed but it was so worth it. What are your opinions on call centers ? I feel they are a layer of hell ascended to earth and management consists of children born by Hitlers womb in the Devils harem. What do you think ?
Geishawhelk Posted February 4, 2009 Posted February 4, 2009 Yup. I agree. I feel sorry for them though. They really do have a thankless task. I couldn't do it.
Trialbyfire Posted February 4, 2009 Posted February 4, 2009 Call centers are a necessary part of some businesses. It allows the least amount of people, to service the greatest amount of generic questions. Where the challenge lies, for businesses, is getting the right combination of relatively knowledgeable staff but at the same time, ensuring it's cost effective and ensuring that client needs are being reasonably accommodated. Many businesses expect too much from call center staff, not properly training their staff to immediately recognize problems that require escalation. To be fair, when you're dealing with the public, communication of underlying problems can be a major challenge. When you've got someone flipping out at you, with little to no knowledge of what the problem is, it's difficult to get to the bottom of the situation. Also, many businesses don't provide the proper escalation procedures or even have the facilities for escalation, expecting junior staff to handle far too much. In one business, we layered our call centers. First layer, all incoming calls. Then we had specialists in different expertises, in next layer call centers, which the first layer escalated to. We used CRM software that was integrated into task management tools, so the client didn't need to repeat their problems and historical references could easily be sourced. Also, we had ongoing education and training for all layers of call center. With this combination, it seemed to work well, since we consistently remained at the top, for customer service and satisfaction surveys, quarter after quarter. Our growth reflected our business strategy.
Touche Posted February 4, 2009 Posted February 4, 2009 Oh boy, don't EVEN get me started on this. I was stuck with Verizon (yet AGAIN) for TWO hours on the phone yesterday trying to fix the SAME problem I've had since the summer. I hate them, hate them, hate them! I've been trying to fix a mistake THEY made and I get nowhere. And I don't know what the heck one has to do to speak to a higher up. It never happens. Never. Grrrr...big sore subject with me now.
2sure Posted February 4, 2009 Posted February 4, 2009 I worked at a call center for just a few years and it was one of the most enjoyable jobs I ever had! My experience and the company I worked for was described perfectly in the above post by TrialbyFire. If the call center is for a reputable company with an excellent record for customer service, chances are it will be a fun job with opportunity for advancement. I didnt work directly in the center but in risk management. lol. Spin.
Author BoredPerson Posted February 5, 2009 Author Posted February 5, 2009 Call centers are a necessary part of some businesses. It allows the least amount of people, to service the greatest amount of generic questions. Where the challenge lies, for businesses, is getting the right combination of relatively knowledgeable staff but at the same time, ensuring it's cost effective and ensuring that client needs are being reasonably accommodated. Many businesses expect too much from call center staff, not properly training their staff to immediately recognize problems that require escalation. To be fair, when you're dealing with the public, communication of underlying problems can be a major challenge. When you've got someone flipping out at you, with little to no knowledge of what the problem is, it's difficult to get to the bottom of the situation. Also, many businesses don't provide the proper escalation procedures or even have the facilities for escalation, expecting junior staff to handle far too much. In one business, we layered our call centers. First layer, all incoming calls. Then we had specialists in different expertises, in next layer call centers, which the first layer escalated to. We used CRM software that was integrated into task management tools, so the client didn't need to repeat their problems and historical references could easily be sourced. Also, we had ongoing education and training for all layers of call center. With this combination, it seemed to work well, since we consistently remained at the top, for customer service and satisfaction surveys, quarter after quarter. Our growth reflected our business strategy. That entire paragraph made me angry. Call Centers are the cause of all that is evil in this world and I will say no more. The people who designed them and the people that run them should be put in a special prison where they're forced to work in one 16 hours a day seven days a week.
Trialbyfire Posted February 5, 2009 Posted February 5, 2009 That entire paragraph made me angry. Call Centers are the cause of all that is evil in this world and I will say no more. The people who designed them and the people that run them should be put in a special prison where they're forced to work in one 16 hours a day seven days a week. Then I guess I should be in a special prison, since the Call Center was part of my responsibilities... Your experience isn't what every Call Centre employee experiences. It's like any other job. There are places you want to work for and others, where you need to run from. Also, not every person is happy working with the public, in stressful situations. We had relatively happy employees with not much turnover, on average a year+ in the general Call Centre, where they were promoted to the assorted different tiered specialty areas after that.
wuggle Posted February 5, 2009 Posted February 5, 2009 Yep, been there, hated it. Ban them ! (if only life were that simple)
Author BoredPerson Posted February 5, 2009 Author Posted February 5, 2009 I worked at a call center for just a few years and it was one of the most enjoyable jobs I ever had! My experience and the company I worked for was described perfectly in the above post by TrialbyFire. If the call center is for a reputable company with an excellent record for customer service, chances are it will be a fun job with opportunity for advancement. I didnt work directly in the center but in risk management. lol. Spin. ................. Yeah evil management loves it because they do NOTHING but the people who actually have to do the work, not so much.
Citizen Erased Posted February 5, 2009 Posted February 5, 2009 I'm just glad I sit nowhere near our one. Loud group of people. I'm glad I don't work in our one. Not because of the work, not because of the supervisors or the co-workers, just that it is pretty much a thankless job that you spend 99.9% of the time dealing with the moronic general public and constanly fighting franchisees. Still doesn't exactly sound like hell to me.
Author BoredPerson Posted February 5, 2009 Author Posted February 5, 2009 I'm just glad I sit nowhere near our one. Loud group of people. I'm glad I don't work in our one. Not because of the work, not because of the supervisors or the co-workers, just that it is pretty much a thankless job that you spend 99.9% of the time dealing with the moronic general public and constanly fighting franchisees. Still doesn't exactly sound like hell to me. Fighting and arguing are what motivate me to live. That was not the problem. You wouldn't understand unless you've worked in one. For any of you who have worked in hospitality or retail or in any other job where you get that burst where it is really busy. Well in a call centre THAT IS EVERY SINGLE DAY ! OF EVERY SINGLE HOUR ! And there is no way at all to relax, take a couple of minutes to your self, collect your thoughts it is a constant BEEP and then a voice appears inside your head. There are no pleasant enjoyable, intellectually stimulating or redeemable features to make you enjoy the job. That and a good 60% of your coworkers will be idiots, the other 30% insane and on drugs, the other 10% will leave within the next 2-3 working days.
artbrat Posted February 5, 2009 Posted February 5, 2009 It baffles me when companies move their call centers overseas. I understand the cost benefits, BUT many times I've encountered rude, misinformed and pushy employees. Just this week, I needed to cancel an account. My call was routed to somewhere in Indonesia. The call center employee "Mary" was the most pushy, relentless and downright rudest person. She tried to sell me another service. I politely declined. She pushed harder. I simply said no, not interested. This went on for five minutes! Normally, I am very calm but finally lost it completely. I asked if she understood the word "no"? Then asked for verification if my account had been cancelled. Again she continued. I spoke to "Sean" her manager. Had the personality of a salad bowl. I wrote the parent company based out of the States. They sent me the usual canned apology email. It's humorous to hear these folks identify themselves with American sounding names. Are they kidding? Are we supposed to believe that? This happens constantly. Call centers in the states are much better at training, handling calls politely and honoring a simple request. Plus I can understand them without asking to repeat every word. I wish U.S. companies would wake up and bring those jobs home. Every time I have to dial those digits, I cringe to think of what I may expect on the other end.
Author BoredPerson Posted February 5, 2009 Author Posted February 5, 2009 They outsource Australian call centers to the US because of the inferior labor conditions. I hate talking to Americans because I want to be nice to them, but I also fear I might be talking to a Republican.
Trialbyfire Posted February 5, 2009 Posted February 5, 2009 Now that's a troll post if I've ever seen one...
Author BoredPerson Posted February 5, 2009 Author Posted February 5, 2009 Now that's a troll post if I've ever seen one... I treat people how they treat me. A Republican American has a certain ideology and that is fine. I just treat them how they ask to be treated. In this case they're there to serve me and I can treat them however I like. If I do not want to be nice, I do not have to. In the case of Australian and Democratic Americans I owe it to my fellow man a degree of caring. So I will be nice as possible because I know the job is hard. How is that a troll post ? Your post was more of a troll. I was trying to vent and you feed me a lot of corporate mumbo jumbo. I don't mean offence but your words were not kind.
doushenka Posted February 5, 2009 Posted February 5, 2009 Roughly four months after I started working in one, I had to go on medical leave. The stress completely wore me out and triggered a relapse of my depression. You know it's bad when you start considering suicide as an alternative to a job you hate. I see my psychiatrist tomorrow to discuss where I go from here.
Author BoredPerson Posted February 5, 2009 Author Posted February 5, 2009 Roughly four months after I started working in one, I had to go on medical leave. The stress completely wore me out and triggered a relapse of my depression. You know it's bad when you start considering suicide as an alternative to a job you hate. I see my psychiatrist tomorrow to discuss where I go from here. I honestly say to my self many times ' maybe I should just kill myself' you are so right. I thought about suicide all the time. What a waste of life working in a call center would be. Dehumanizing at least working in a factory you would get to make something.. Felt like living death.
Author BoredPerson Posted February 5, 2009 Author Posted February 5, 2009 They are the ultimate in corporate double speak. They flat out lie to you with a cheesy smile and they talk to you like you are an idiot. After a while half the people working there become idiots. It is SO SAD ! All these young people working extremely hard with the hope of a better life they believed the lies they were told. Especially in Australia where we had boom economic times, but little investment in skills for people like this... they just want to pay contractors hundreds of dollars an hour for a task that could easily be taught. They monitor everything you do ! It is unbelievable sometimes and you have to nice to the most abusive people. The corporates don't care. They don't even see you as a person. And you get pigeon holed in that role. Good luck with internal promotions and convincing someone outside a call center that your experience is relevant or that you are good for anything other than answering phones. You'll move up but into that same layer of blistering hell. These people working think they're doing the right thing ! They're not, they will likely never get out of that center. You speak to people who have been there 7-11 years and they are still working in the call center STILL the same rubbish. They might be team leaders.. but that is only a little bit better than being on the floor. There is more to life ! Send the call centers overseas ! Get rid of them and create some real jobs. I'd rather wash dishes !
Author BoredPerson Posted February 16, 2009 Author Posted February 16, 2009 Call Center should be like being a dealer. Work 80 minutes have 20 minutes off or work 1 hour have 15 minutes off. You'd retain staff and have much higher levels of customer service.
missmich Posted February 16, 2009 Posted February 16, 2009 I've worked at 3 very different call centers,all doing surveys. Two made me crazy but the one I'm at now is great. They are very fare,give lots of paid breaks and treat us very well. I have to get to work soon actually,but will write a little more later my thoughts about call centers. I will say that they are important though.
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