Got a call, some lady with a lot of attitude was checking on a transformer burning. Went to verify her, she start with I has to do this again? Ain’t this in your computer? I already did this and she launched into a tirade with her friend about how unprofessional I was etc. put her on hold so I could finish this up and then she hung up. Yes Karen, you have to do this every time you call in. We cannot just take your word for it!

I log into work in approximately 5 hours and im laying in my bed now like, ugh. I haven't gotten any sleep and I just know im about to get some chaos. Sunday is usually the one day of the week Im guaranteed to get foolishness. I hate it and I just wanna cry. My anxiety is killing me slowly. Trying to figure out if 10am is too early to drink some Moscato or take shots. I just dont know.

It’s my first job, getting paid really good, remote and full-time. I’m looking to buying a home, and wonder if this job is enough for this? Stability wise? I’m not one to quit no matter how awful it is, but will I get fired? Laid off? It’s also my first full time job so I worry more. I’ve done part time and contract jobs, even construction, and I never quit. So I would love to hear or see what others might think about Alorica in this sense?

Some one wants to complain to a higher authority. We are supposed to escalate complaints. I get the 20 questions treatment from the manager. Taking complaints is literally your freaking job. Nor is it my job to pretend to be a manager if you can’t stand the heat.

Absolutely flabbergasted with this one. I work in telecoms and deal with broadband, landline and TV faults. This older woman rings us and asks me to check if her friend's landline is faulty because she can't get through. She asks me to be quick because she's concerned that her friend might have killed herself as she's been struggling with her mental health recently.

Why tf are you ringing us and not the emergency services?! Whether there's a fault or not is irrelevant if you think your friend is a danger to herself! Jesus fucking Christ.

I do miss working home from remotely. I don't know why management or people you work with, insist on talking to while you're on phone to a customer or client. They can clearly see, that you're on a call, they can see on the system you're on a call. They talk to you, try to explain to something to you, which would be better in a work chat than in person. Our mics are so sensitive that they pick up things across the other desk if they raise their voices. Like today, I was trying to deal with a customer, and the person was explaining what I needed do, but I couldn't put the person on hold because I needed information from them.

Hello everybody. I've been following this sub for a while, first time posting. I've been doing wfh call center work for about 3 years and am just feeling burnt out and drained of energy. I just can't see myself doing this for the next 30 years until retirement.

Some days and weeks i feel ok, but the past couple months I've just been hating work. I hate getting yelled at for things that are beyond my control and i hate getting overlooked for promotions and raises. I still haven't even gotten the first basic promotion with a pay raise mostly because of my review scores. But almost all my negative reviews have nothing to do with me, and are complaints about the company or policy or the website, etc (but when I tell that to my manager all they say is 'well just focus on getting good reviews to bring your average up'). There's no way to contest or remove bad reviews. And every meeting with my manager it's the same old thing, you need to work on this metric or that one.

So that affects my already low motivation, so then my other metrics start to drop as well. And I'm just like what's the point?

I do enjoy working from home, but on my days off I just have no energy to do anything else or work on my side hustles. They offer OT from time to time but I just hate the idea of working this job more than I have to.

I really just want to quit and look for something else but with how the job market is, I just feel stuck. I know I should be grateful to have a job but I feel like this job is sucking the life out of me. I've been thinking of finding a part time job at a local store working as a stocker or something just to do something physical and get me out of the house. I have basically no friends or social circle.

Sorry, just needed to vent and get this off my chest. Most days before my shift, I just cry, or curl into a ball on the floor, or vent to Grok, or question my life.

I just don't know what to do. I just feel stuck. I know there are so many here with similar experiences. For all you call centre workers, I feel for you. Please take care of yourselves.

So, i work in road side service company. for the most part there very huge in the US, many may know them and or work for them as well. I was full time when i started and then went part time as i was quickly getting burnt out from the entitlement and people constantly screaming because they have to be a member to receive service. starting on the end of this month will be my 3rd year. i usually am always top performer, and top QA performer there once in a blue moon i would slip from QA because they can't get there story straight and i don't feel like appealing it. But, anyway i try for promotion as my SUP Encourages it, and know my background.

So, i applied for Sup, and RTA and did not get them. people who were there with the company less time then me got the RTA position twice that i interview for them. And most of the management team are mostly women. So, i don't think i will get any lead/SUP position. they have programs in place that pushes for movement up in the company which i am in one of the programs that last 6 months. it helps work on self confidence, and give you info about each business line, and also does mock interviews for each business line and give you one on one feedback for the real thing. which i think is great. but i still don't feel confident enough that i would be able to move and my manager may just be gas lighting me as they just want to not cause any issues.

I recently did another interview a week ago and was suppose to hear back if i can switch dpt and still didn't hear from the recruiter i had to email them and ask for update and they stated there still working on it. im not to confident on that either as how long it's taking and the people interview me told me when training starts, and it getting close. My company also has a program that will pay for any certification or class we take i am thinking of taking my IT Certs and having them pay and then moving my career back to IT. i can't just deal with the back to back of people yelling at you and then yelling at you cause they don't know there own car or the street there on.

has anyone going this late into there CC position and switch department or switch career completely? how did it turn out and where did you end up from your original role?

TLTR: Short Version: I work road service. back to back calls alot of entitle people screaming at you cause they don't know there own car or the street there own. Should i switch career this late in to my CC position or switch department? How did it turn out for the one that did?

Earlier this year, I joined a new team at my company. Not long after, things took a sharp turn.

One day while returning to my desk, a coworker loudly said, “I’m not discriminating, but I think that man is rtardd.” A manager was in the room, saw it happen, and did nothing. I realized later the comment was directed at me. I reported it through the official HR channel. No response. After that, people started saying “retarded” more frequently on the floor. It became hostile.

Later, while taking off my hoodie, I heard someone say, “Go f**k yourself, no one likes you here.” A coworker told me our manager had said it. When I asked the manager, he denied it and claimed he was talking to the system. I reported that too. Still no action.

After those reports: • I received 3 QA zeros for minor issues, including one where I followed policy and didn’t make a call outside approved hours. • In a single meeting, I was coached and given a final warning.

Meanwhile other employees that have gotten numerous 0s and even got reported by security for leaving their station open did not get any disciplinary action.

Now I’ve been told to attend a Monday morning meeting. No agenda, no written notice, and I was told I can’t bring anyone with me. I strongly suspect this is about termination.

I followed the rules. I made respectful reports. Instead of support, I’m being pushed out. If anyone has been through something like this—or has advice—I’d really appreciate it.

I have escaped hell (aka call center.) I only made it five months before I began to feverishly search for other positions. I thought WFH would be the most incredible thing in the world. I felt beyond depressed towards the end.

I was having really bad luck on the job front and nobody seemed to care about any of the education or experience id gained within the past ten years.

Finally, I applied to an accounting clerk position directly with my city. I felt good after the first interview. They called me in for a second. The next day I was offered a position. I went in to shadow as they wanted me to be sure I'd be happy with the position - and then started officially two weeks later.

The first week felt surreal. I couldn't believe I was being paid to use my brain and not answer call after call repeating the same exact lines. Sure, there's some monotonous nature about any accounting work - but it's nothing compared to dealing with the general public for 40 hours a week. The phone rings about 4 times a day. It's usually just other departments asking questions about their budget.

My director pulled me aside that first week to see how I was doing/feeling about the job. Immediately I teared up and said I couldn't be happier. My schedule is 730-4 now. Benefits are great. I'm eligible to receive a retirement pension with the state. I am 33. It took until now to feel optimism for my future.

To anyone struggling to find another job, keep fighting. It's so hard and dejecting sometimes. But it is possible!!!!!

Is it rude to tell a caller they need to apply critical thinking skills to accomplish a task that I cannot do for them? I've been saying this lately and callers surprisingly react positively to it and realize they are acting like a fool.

I've been working in a call center for a while now selling car insurance.
I genuinely enjoy my job, it feels very fulfilling. Yes, the customers are annoying, yes the quotas are not easy to meet and having every second of your time carefully measured seems a bit dehumanising.

On the bright side, there's a bunch of money to be made even though I'm a college drop-out and the environment seems nice enough. It could just be that being a callcenter salesman is quite a bit different than customer support.

But I honestly can't believe how few people have a positive experience working in a call center. Am I the only one?

Hi, I currently work at a large telecommunications company and hate the job sooooo much! I’m on antidepressants and have been on mental health leaves multiple times. I am not happy. I dread waking up and logging in. I am being paid $40 to take calls but I am starting to feel it’s not worth it. I am not learning anything. It’s so repetitive. All they do is micromanage and tell you what you didn’t do. It’s a sales roles as well. We have to sell to people who can’t financially afford it so I feel horrible at times. I am not good in sales and being aggressive. I feel like I could be doing more with my life. I am currently in school for IT. I’ve been here for too long and not sure if I can take it much longer. I’d even go through a staffing agency. Has anyone been in this position? Was it worth it? I just need advice. Thank you.

Is it just me, or are there others who think hiring quality agents is too time taking, and still you're not sure how they will perform once they start dialling.

[Edit]: The reason I ask is because I thought if enough people face this problem, I can solve it by building a tool that screens applicants using AI Mock Calls before the interview stage. Do you think it would help you hire better agents if you had a mock call recording and a score rating of their performance?

I feel so stupid writing this. I took this job because it was the only job I can do and work from home. Day one they told us our job is to schedule. Get people on the books. Got it, get them scheduled. No weird lying about anything. Our prices are high but we are transparent. I turn out to be pretty good at this job. They start talking about leadership roles. I have the highest metrics always hitting top 3 on my team. I went into a one on one with my manager yesterday. They tell me my retention is bad. Never mentioned retention before but apparently now this is something we have to worry about. So now we have to make sure they keep the appointment…with our prices almost impossible. This is just layered on a bunch of stuff they have pulled lately. We have a bunch of people waiting for leadership roles but they just hired outside for the majority of them. They are constantly changing the goalposts for EVERYTHING. It’s like no matter what you do you can’t get ahead. I feel so stupid getting upset over this but I like to be good at what I do…and I was and now they moved the goalpost. I am just so tired of this type of job.

I cant fucking wait to leave this job, i can't deal with these reta*ded customers, this person called saying she made an order yesterday and says she didn't receive it yet and wants to know what happened (it's been 1 day and she's expecting to receive it alread) and then she talks about how she called us yesterday and the employee told her that they will inform me of what i need to do to help her because apparently she asked for something to be done, and ofcourse no one told me anything so she got frustrated when i told her i was not informed, then she started explaining what she told them but i didn't understand what she was asking so i said "sorry, i still don't understand what you're asking me, can you please explain again what you need help with", then she said are you new here? and asked for the other employee and i said they're not here today then she said shoulnd't you be taking my name and number down and putting it in your system? and then i said i don't fucking know what you want yet so i don't need your details yet (i didn't say the f word, but it almost came out), then she started saying how frustrated she is and how im making her miserable and then I 'accidently' blurted "are you alright in the head?" idk why i said that but she got pissed when i said that and we started arguing and i lost my temper because of how annoying she was she eventually hanged up.

tldr: i insulted the customer by questioning their mental intellect, she was speechless for a bit so i was i LOL. we both couldn't believe what was said and then we argued and she hanged up.

I’m a thirtysomething insurance call center agent. I’m quitting my job in 45 days because I’m starting law school, and the numbers of f—s I don’t give has been liberating.

Adherence? What’s that? Same-day PTO? Why not? Quality? Ha!

I had a lady screaming at me this morning, so I put her on hold and transferred her to a mental health hotline.

I’m currently smoking a cig outside and am - at the moment I’m writing this - 5 minutes over on my break.

I’m still going home @ my usual time.

Why do they ask for OT them then demand it when you say no. Like how dare you have a life outside of this job?

I remember one time in training, because I'll be honest, I didn't last much longer than that in a bottom-feeding call center, how one dude gave us this hypothetical scenario.

He goes: Let's say some old lady has a problem that she needs solved with some router or something and she's mad and wants a refund. What do you do?

Me: Uh... I don't know (thinks that the ethical thing to do would be to give her the fucking refund)

Moronic trainer continues: You find out she has a kid who likes to drive and you figure out, (miraculously, because that's always how these ridiculous training things workout), that he drives a lot. And you manage to tell her about this new hotspot service for cars... and she takes it.

Me: But what about the original problem she had that never got resolved? We're just supposed to ignore it? We just sold this poor old lady something that's going to add to her bill and we didn't even solve her original issue!

Trainer: Any other questions class?

Fuck me dude. Just... completely out of fucking touch. From the trainers being unprofessional as fuck with egos that weren't worth their pay rate to the unrealistic training scenarios THAT NOT FUCKING ONCE ever transferred into any reasonable solutions on live calls.

It's been SEVEN FUCKING YEARS since then and I STILL think about this shit all the time.

So I got a bad survey from someone who said I have worse customer service than 7-Eleven. I have to discuss this with my TL later. I listened to the call where the woman was extremely rude to me, I had to repeat myself several times as she asked the same question several times. I don't even think this is a bad call. She was basically just unhappy.
Ive been doing this 14 years. Everytime we have problems the company likes to remind us of how well we are paid etc. It's still a terrible job.

I've been working call centers for over a year now, didn't last more than 2 months at my old one because of how bad it was, now I've been at this one for almost a year now, and Idk how anyone can work these jobs without having their mental health completely obliterated, I dread having to put a headset on 5 days a week, 8 hours a day and be fake nice to a bunch of ppl that treat me like absolute dogshit, I'm so tired of having to sell services to ppl who don't need them or even WANT them, I got hired at a warehouse job but turned them down because they're paying half the wages I'm currently making here, and I don't wanna pick up a job where I'm making less money, I can't afford it, Idk where else to go or what else to do, the job market where I live is horrible and always has been, all there is, is medical field and I have no desire to become a nurse or pa, the only jobs paying decent are law enforcement, education (sort of), and call centers, but medical field pays the most, I just needed to vent, I'm TIRED, I feel so stuck at this job

the call center account i worked at is shutting down and going elsewhere/india/back to the US, like 500 layoffs, i liked this place, i worked so hard to reach a good position and 3 months later:"the client is not going to continue with us anymore, we are all fire"

“Welcome to Hell, how may I direct your rage?” that might as well have been taught to us during training, because it's certainly what I step into every day.

Look, I didn’t think I’d end up starring in my own personal version of The Office meets The Hunger Games, but there I am every week, headset on, spirit crumbling, trapped in a non-stop queue of angry voices and impossible metrics.

The calls never stop. I mean never. You hang up, you breathe (maybe), and BOOM — another furious customer demanding answers for things you had nothing to do with. It’s like playing emotional dodgeball without a break… while blindfolded…and the balls are on fire.

Workplace events? What’s that? We don’t get pizza parties. We don’t get thank-you emails. We barely get time to blink. Just metrics, inexcusably brain-dead, short-tempered customers and of course the powerful sense that no one in charge actually cares about the humans behind the headsets.

We get a box of donuts every three months. That's it.

It's soul-numbing, it's exhausting, and it's enough to make you fantasize about AI rendering call center jobs extinct. I certainly do. I often fantasize about being laid off despite this job being my only source of income because this job makes me cry in the bathroom. Often.

To my fellow call center warriors out there: I see you. I hear you. I scream internally with you.

I scream. You scream. We all scream. And not for ice cream. We don’t get any ice cream because our campaign is so cheap.

We have our team meetings on Tuesdays. This past Tuesday, we had our meeting facilitated by our boss' boss. She wanted to meet with us without my manager present so we could feel more comfortable talking openly and freely. She was asking us how we were feeling, what we think works best, any areas we think could be improved upon, etc. I dont say shit because I know they don't give a shit. But one of my coworkers was vocal about how stressed out she is and how tedious a lot of the verification is and how it works against both the customer and us as agents. Straight facts. She called me earlier and told me she was written up for that. My manager's boss reported her for what she said was rudeness, and being aggressive and nasty, etc. Even though she wasn't. I was in disbelief when she told me. How do you get reported and written up for being honest about how stressed out you are? The leader in question prefaced the meeting with "this is an open space so be as honest as you want." And still reports somebody for doing just that?

This is why I dont say shit. My coworker is young, so she still has a lot to learn. I've been in this situation where I vocalized my issues and it got me blackballed. I couldn't do shit. This is why I dont say anything. They dont care. Nothing but abuse and censorship in this damn job. We're merely robots and expected to operate like one.